Driven - Electric Airport Shuttle

I recently had my booking to Stansted airport for September cancelled out of the blue. My fare was refunded via PayPal. Despite leaving messages and sending email enquiries, no response. I used the service previously in June and it was excellent. I can only summise the company has gone out of business which is a great shame if that's the case.
Apr 30th, 2020

Nov 19th, 2019

Booked a return airport shuttle over 6 weeks ago, then less than 48 hours before we were due to be picked up I received 2 generic emails stating that the bookings had been cancelled. No phone call, no explanation - just cancelled!!! If you don't have the capability to fulfil bookings, it's simple - DON'T ACCEPT THEM IN THE FIRST PLACE!!!! This was to have been the 3rd time I had used your company and was looking to increase the usage due to business travel. I had previously recommended to a number of colleagues regarding this as well. I am now about to advise all of them not to use you due to poor reliability and poor customer service. UNRELIABLE AND UNPROFESSIONAL - AVOID!!
Oct 13th, 2019

Great the first time, but have now cancelled my next booking with no explanation. Can't get through to them on their office number (permanently engaged during office hours, and no queuing system), and not answering their mobile. I guess they've gone bust. Don't use them - no point using a company that you can't contact by phone.
Sep 19th, 2019

I'm a regular Driven customer and a quite loyal one I dare say - since the moment I first used the service, back in March, I hadn't looked anywhere else. On Saturday 13/7 though I had a rather negative experience. I had booked a journey for my partner who was due to arrive at LHR in the evening. Upon arriving though, she discovered that there was no one at the airport to wait for her, even though she had received the confirmation below. In her spam folder there was a message mentioning that there was a problem with the vehicle, mentioning that [Driven is] 'trying to find an alternative' for her. When she arrived at LHR and not having seen the aforementioned email, my partner called the driver mentioned in the confirmation email. He didn't mention anything about vehicle problem - he instead said that he was in Cambridge and that he couldn't see her name in his schedule. As she told me what was going on, I rang their call center expecting that someone would give a solution to my problem; being stuck at LHR after a 3.5-hour trip on a Saturday night, around 100 miles away from home isn't exactly the best thing, right? Unfortunately, the person who received the call told me that the only thing she could do, was to to 'pass the message' to Driven's offices which were closed at the time. My partner though was told that 'someone would ring her back ASAP' - and waited for approximately 45 minutes. The call center representative couldn't offer me any sort of support, as there were no cars available - but also no alternative option. Now, as a customer in distress (again, my partner was stuck at LHR, it was Saturday evening and therefore she couldn't even get a train from London to Cambridge) it's not what I would expect from a premium service - I mean if a person answers the phone just to receive and pass messages to an office which naturally is closed at non-working hours, then how exactly I, the customer, am being serviced here? The email referring to the vehicle problem (which strangely its own driver didn't mention...) was sent by someone at Driven and ended up in the spam folder - my partner found out its existence when she had arrived home. Even if she had seen it though, it was completely vague and didn't provide any clear statement or solution. For the record, its exact copy is as follows: Regarding your booking for this evening we have had a problem with the vehicle this morning and do not think we would be able to fix in time, We are trying to find an alternative for you but if not we will send a full refund I am sorry for the inconvenience caused but have tried to tell you as soon as we was aware Please do not hesitate to contact me with any questions or to advise how you wish to proceed Long story short, following three phone calls to their call centre and a total waiting time of approximately one hour - just in case a car could be found - my partner got an Uber and got home. I had to follow up twice on the matter and call Driven two times until I spoke to someone about it. What did they do? Pretty much nothing. They just refunded me with the cost of their trip - a week after the incident - and that was all. No compensation for the Uber I had to take, not even a voucher for a future service. Coincidentally just today they also cancelled my booking - and fortunately refunded me already - for the 26th of August (by visiting their website I can see that the cost of the service is now 147 instead of the 98 I had paid), something that makes me thinking whether I'll prefer them ever again. There are other services in the market which might be more expensive but at least have proper customer support.
Aug 30th, 2019