I had to take a flight at 1am on 4th Sept 2017 from Mumbai international airport. I checked with KK Travels for their shared cab service. They assured me of their service quality and that they have a regular service for Mumbai airport drop; so there was nothing to worry about. I booked the shared airport cab online. It was quite expensive for a shared service, but I thought it was ok to overpay for peace of mind.
The pick up time was between 5pm-6pm on 3rd Sept(pickup from Vishrantwadi). I received a call from their driver at 4:20pm, informing me that he will pick me up at 5:20pm. I was ready in time, but the cab did not show up. I called the driver at 5:20pm. He informed me that there was some issue with the cab, and another cab has been sent, which should reach me in 10-15 mins. Since, there was some buffer available, I did not worry too much about it. I did not receive any message/call from KK travels to inform me about the other cab/driver. I waited till about 5:45pm. I called the old driver again, requesting him to share the contact details of the new cab that had been arranged for me. He said he will request his office to do the needful, asap, and that I should be picked up in 10 mins or so. I waited for some time, but I did not receive any communication from the driver or their office. I called their office at around 5:50pm, asking them for the update. They assured me that the cab is on its way, and that they can see it in their tracker that is just 10 mins from my place. I insisted that they should share the driver’s number with me, so that I can directly coordinate. They promised to call me back with details. When no call was received, I called back at 6:05pm asking for drivers details. They provided me with driver’s number, after keeping me on hold for some time.
I called the driver at 6:10pm. He informed me that he was at Swargate(i was to be picked up from Vishrantwadi), and that it will take him 30-40 mins to reach me. I was quite upset, as I was repeatedly told(since 5:20pm) that the cab was nearby. I asked the driver if he had any other pickups. He confirmed that he was coming directly to pick me up(no other pickups on the way). I called up their office to register my displeasure at being continuously lied to. However, they pacified me and assured that they have kept enough buffer, and will make sure that I reach airport by 10-10:30pm. I had no option, so I decided to wait.
There was no update from driver or their office. I called again at 6:45pm hoping that the driver would be nearly. Driver did not take the call. I called the office. They assured me that driver was on his way and will reach in 10-15 mins. I kept trying to reach the driver. He took the call at 7pm, and updated me that he was in Viman Nagar(about 20-30 mins from my place). I was very furious, as he was supposed to directly reach me by 6:40pm or so. He asked me not to worry and give him 10-15 mins to pick me up. By this time, I was beginning to get quite impatient. I walked upto the main road with my luggage, in the hope to save some time for the pickup. I called him again at 7:15pm to check his location. He did not accept the call. I called their office. They had the standard response, asking me to wait for 10-15 mins for the cab to arrive. I shouted at them, as they needed to confirm if they are really planning to pick me up or not; I was tired of being lied to.
I kept trying to reach the driver every 5 mins. He did not take my call. I kept calling the office, who kept reassuring me that he will be there in 10 mins. By 7:40pm I was extremely mad. All the buffer had been used up. There was no way I could reach the airport in time, if the driver does not show up within next 5 mins. I contacted other cab companies. They needed at least 30 mins to send a cab. That would be too late, now.
I still kept calling their office, in the hope that the driver would really show up in next 5 mins. At 8pm, when I called them again, they told me the following - "The driver is unable to find your address. Can you please come down to Hyatt?". This was the last straw. I did not know how to even respond to such a stupid/irresponsible statement. I told him how can I come with all the luggage to a random location, out of way from mumbai route? He told me to take a cab to reach Hyatt immediately. Hyatt is 20-30 mins from my place, in the direction opposite to mumbai. If I booked an Uber now, there is no way I could reach Hyatt before 8:30pm. It is impossible to reach Mumbai airport before 11pm(which was the absolute cut off for checkin).
He disconnected the call after instructing me to reach Hyatt. I called again. I was again told to reach Hyatt. I desperately tried to explain to him that it was not possible for me to now book, wait for Uber to arrive, and reach Hyatt in time. After 2 mins of discussion, he tells me that the cab is now in Vishrantwadi and will pick me in 5-10 mins. I have no idea how the cab reached Vishrantwadi from Hyatt in 2 mins. Had I gone to Hyatt, would I have found the cab there? Why did they claim that driver is unable to find the address earlier? How will he now reach?
I waited for 10 more mins. Nobody showed up.
I called the airline and informed them that I cannot make it to the airport in time. They asked me to reschedule my flight. Paid a huge penalty to get onto another flight, a few hours later. Booked an Ola Outstation, and reached airport in 3.5 hours.
KK Travels is a liar, thug and a cheat. Please do yourself a favour; stay away from them.