I used to use Urban exclusively for my airport transfers and ground transportation needs overall however I was really truly bummed out when they totally dropped the ball on my most recent transfer to the airport. Now more than ever, its critical to get to our International airports with ample time to avoid any unexpected setbacks that some have been experiencing with increased security lines due to covid.
I made my UrbanBCN reservation a month ahead and confirmed a week before - even with the receipt of a confirmation email from them directly just 2 days prior to my trip. However no car showed at the time they were expected. As soon as I called dispatch, someone answered from a very chaotic setting (lots of noise in the background - almost sounded like they were at a party). I confirmed they were dispatch and then inquired where my car was located and why they were not yet at my house. The dispatch fumbled with the phone and somewhat rudely told me to hold - some 8 minutes later (which is a VERY long time to be kept on hold as you are due to the airport for an international flight). She returned to the call and told me to wait again because she couldn't find my reservation although I provided her my confirmation number. Another 4 minutes later someone else picked up the call and I had to start the inquiry over again when they asked why I was calling. Some 5 minutes later they informed me that my car was cancelled. When I asked by who, all they could tell me was that they didn't know but the request was a duplicate. The only group that could have canceled the reservation was UrbanBCN and then in addition, they never sent an email to confirm a cancelation or even attempted to reach out to see if it was a duplicate - which must have been some bogus response. When I asked what they can do about it, they said 'not much.' After my shock with that response settled a few seconds later, I asked them to try to find a car and she replied that she needs 10-15 minutes to see what she can find. Needless to say she never called and I just popped over to UBER and immediately found a black SUV car who was at my house w/in 5 minutes.
I will never ever use UrbanBCN again. I'd like to give a company an opportunity to effectively respond after total failure (esp when its their core business - to provide cars!) however not one person apologized in the process or offered a future discount or followed up from the owner/manager with an apology of any sort. I have already moved on to another company and had excellent pick up service on my return.
Bye UrbanBCN, I will never use you again as this is clearly an indication you don't really care which is a shame