Booking.com Airport Taxi Never Showed Up — Requesting Refund for Unused Transfer

Brand/Service: Booking.com – Airport Taxi Transfer
Reservation/Confirmation No.: 312028105

On November 8, 2025, I purchased an airport taxi transfer from Sharm El Sheikh Airport to the Pickalbatros Laguna Vista Hotel. On the Booking.com page, it clearly stated that the driver would wait at the meeting point for 45 minutes after the plane landed. My flight (Pegasus PC630, Istanbul–Sharm El Sheikh) arrived on time, I collected my luggage quickly, and waited at the common “Meeting Point” area at the International Arrivals exit. Despite this, there was no driver at the designated meeting point.

Between approximately 14:10 and 14:50, I searched for the driver, but all I could see in the system was “Driver: H*** M****** ssh.” Since no contact number was provided, I had no way to reach him. After 40 minutes of waiting and searching, I had no choice but to hire an additional taxi to reach my hotel. Despite this, the transfer is marked as “completed” in the system.

I submitted a complaint through Booking.com and requested a refund, but my request was rejected with the claim that “the driver waited for 45 minutes.” I have been to Egypt before and have used transfers from the same meeting point many times—I know the area very well. If the driver had truly been there, I would have had no reason to pay extra for another taxi.

My request: I want a full refund of the $8 I paid for the November 8, 2025 transfer, and I want the reservation status corrected to “not completed/not used.” If needed, I can provide supporting documents showing that my flight was on time and that I was at the meeting point within the stated timeframe.