Terrible experience – safety not a priority – stay away

TLDR: Company failed to provide child seat – refused to take full accountability – encourage all families to stay away

We organised a transfer through KiwiTaxi with a month’s notice from Denpasar airport to our Bali accommodation for 2 adults and 1 toddler.

Despite repeated confirmations, upon arriving at Denpasar, we found the airport transfer that was organised did not have a child seat at all for our 3-year old despite:
– Clearly stating this in the booking requirements and confirmation e-mail
– Allowing sufficient time to source a child seat
– Raising directly with the driver who tried to convince us it was not in the details provided (in spite of written evidence)

This was a completely unacceptable and posed a safety risk to our child. The service that ended up being provided was thus in no way what we requested or initially paid for well in advance.

Upon raising this with the company through repeated correspondence, they:
– Took a week to provide a proper update and resolution confirmation (they use a partner network in countries of which they have little influence over – stay away in many regions)
– Refused to provide a full refund (50% was reached but begrudgingly)

This was in spite of the fact that they (verbatim) “understand that providing a secure child seat is not just an added service, but an absolute necessity for the well-being of our youngest passengers”.

This was also in addition to yet another separate instance where they notified us 24 hours in advance of the trip that they could not locate a driver with a child seat despite the order having been placed a month in advance.

If you are considering this company, would strongly encourage instead using a more local company in the countries you are visiting that actually puts the effort into their local customer service.