Roses and Brickbats

[shieldfield]

Just got back from 2 weeks in Icmeler so need a rest before writing anything about apartments, restaurants, etc.. but I need to say a big thank you to the ICR staff who enabled me and and my partner to continue our holiday when we were on the point of coming home a week earlier. The problem, of course, was noise but everyone worked hard to get us a different apartment that was just what we were looking for.

However, I'm sorry to say that all their good work was ruined by our transfer back to Dalaman. The driver was stopped by the police and failed a breathalyser test. We sat in the car waiting for him to explain what was happening but he just said "no problem". Eventually the police flagged down a passing lorry with 2 drivers, breathalysed one of them and the lorry driver started driving us to Dalaman. (All this time the transfer driver was carrying on a lively conversation on the phone but said nothing to us.)

After a few miles, the lorry driver pulled over, got out and into his lorry and drove away. The transfer driver then got back into our transport, drove off without a word, turned round and started to head back to Maramaris. He was deaf to our requests for information and kept muttering about petrol and market and saying there was a problem with the traffic! Eventually he turned round again and stopped at the "Market" filling station. He got out, again with no word to us, and stood by the road. A car appeared with a second ICR driver who took over and, after a brief row, made the original driver get out and left him to walk home. This time we were told that there was a slight problem and we told the new driver that we knew - we had seen it happen (It's not easy to be breathalysed without people watching!).

Our flight was due to leave at 5.00am and we arrived at Dalaman at about 3.15 (having left Icmeler at 1.00am). Of course we were at the very end of the queue and the flight was boarding as we went through passport control.
This is not acceptable and has cast a pall over the holiday that will take a long time to clear.

[oscarnorwich]

It must have been awful,knowing that he had failed a breathalyser and then getting into the driving seat again,you must have been scared stiff,I know I would have been.Who was your transfer booked with,and have you had an apology or explanation yet,unfortunately transfer company has to put their trust in their drivers and sometimes that trust is misused.T.

[blondie]

As the transfer was booked with ICR, I'd certainly take the matter up with them immediately - I'm sure they'll be horrified that one of their drivers was involved in such an incident and anxious to ensure that something like this doesn't happen again.
We've used ICR for our transfers several times (and will be doing so again next week) and have always found them very quick and efficient, with pleasant and helpful drivers.

[laura180306]

Thats awful! Can't imagine how frustrating that must have been! Also, when he got back behind the wheel, how frightened you must have all been! I'd be expressing my anger at the company you booked with! The next time, people might not be so lucky!

[tamii]

sounds like you had a right time of it - shame this and problems with your apartment put a dampener on your holiday. looking forward to reading your full report

[shieldfield]

Thanks for all your comments - it was scary. We could only just sit there as I didn't want to antagonise the driver - he seemed to be very much on edge. I'm sure that ICR know about it (it was one of their transfers) and I'm sure they will comment when they have looked at the matter. As I said at the start, the treatment we got from ICR staff was splendid and that made the contrast even more shocking. Off to bed now - haven't slept for about 30 hours.

[Katiehutchinson_1991]

sorry to hear about your ordeal
cant imagine how scared you were in the back of the car
hopefully ICR will come along soon and try and sort out the problem the best they can
hope you had an amazing holiday apart from that
xxxx

[Rami Off Work]

I have just got an email from Colette about this post and came straight on here. I had not heard of this incident as it was not reported to us by our guests directly.

I am on it and will be back with further comments after getting the insight of the story from Transfer Management!

At this time, ofcourse we will do everthing in our power to strictly make sure such incident never takes place and will contact our guests directly and ofcourse accordingly once I find out the insight to this incident.

Yes, horrified and no, I had no knowledge of this incident so do believe this was either kept as a little secret or there is a huge misunderstanding.

Rami
ICR TRAVEL

[Rami Off Work]

I have the insight story and looks like it is not much different than the report made by Shieldfield.

I would like to deeply apologize for this unfortunate incident. It is very upsetting on our side to have your party as the victim of this awful incident. Please be assured that we try our best to make sure all our drivers have good behaviour and a very clean record of driving while hiring them. In this individuals case, we are uncertain what led him to even get in the driver's seat while under the influence as he could have easily asked the office to be replaced. In this case, he was newly employed and probably had a fear of loosing his job thus chose to hide his situation from us.

As a result, the following actions taken:
1 -The driver's job is terminated indefinitely.
2 - All drivers called in for a meeting to be reminded of the consequences of such behaviour and action. They have been sent a note by my self to notify them that, any similar incident in the future will result in ICR pressing charges against them which may result in fines or prison time.
3 - It was the driver's first time offence based on police records therefore he has lost is licence for 6 months.

As for putting things right for Shieldfield's party. A company letter is on its way to you to once again to apologize and to let you know that;
1 - Your return airport transfers in 2010, 2011 and 2012 are covered by ICR Travel free of charge.
2 -The full amount paid for transfers this year (2010) will be refunded to you in full straight away.

We are all very upset about this incident but we are sure that you will also understand that when service does include human factor, things at times may get out of our control. We hope that we can gain your trust back and we promise that we will continue to take the most strict cautions for our operations in serving you and all of our guests.

Note: Since this report was not directed straight to us initially, the actions taken in regards to the incident needed to be shared puplicly for everyone's interest. It will be locked once we hear back from you.

Thank you.
Rami
ICR TRAVEL

[shieldfield]

Note: Since this report was not directed straight to us initially, the actions taken in regards to the incident needed to be shared puplicly for everyone's interest. It will be locked once we hear back from you.
Rami
ICR TRAVEL

Thank you Rami. I'm pleased that you have taken this matter seriously. As you say, human factors are involved and everyone makes mistakes. If the driver had just "come clean" it would have made all the difference but I do understand about his fear of losing his job.
There were two reasons that I went public; The first was because, I was so impressed by the way ICR dealt with our apartment problem, I was determined to write that straight away. The second was because the second driver received a phone call as we approached Dalaman and told us that it was his "boss" checking that everything was OK. I naturally assumed the information would have reached you before I posted.

I look forward to receiving the company letter and consider the matter very well handled.

I can now concentrate on writing my holiday review.

[Erik The Viking]

Wow, really surprises me as all the drivers we have known have been extremely professional. Well done for sorting ICR

[tamii]

excellent response from ICR in my opinion - this sounds definately like a one-off to me and sounds like the transfer drviers will have had the fear of god put into them now - they now know that their jobs are at stake to say the least!! Hopefully trust can be rebuilt so that you can take of those free transfers!!

[reesy1959]

Hi and sorry to hear of your bad experience.

Just to add, that I too have used ICR transfers in the past and was really pleased with the service.

Rami, excellent response and well done to you all as a Company for sorting this out.

[nottswood]

hi i was sorry to hear of shieldfields bad experience last night , we have just got home this morning and used ICR for our transfers and we were very impressed with the service no problems with the drivers at all. Also just to say we had a fantantic holiday and can't wait to go again in september.

[Fanny]

what an awful experience shieldsfields, and glad to see not only that all's well, but that ICR have taken this so seriously - not that that would come as any surprise

have to say Rami that you've certainly gone the extra mile on this and I would have no hesistations in using ICR for transfers again - just a shame that one idiot risked things the way he did

looking forward to your review shieldsfields - and well done you for being so fair and balanced in what you said!

[starchild01]

Excellent outcome Rami

[Lewis]

I appreciate Rami’s answers but some questions need answering
Was the second driver arranged by ICR?
How was he able to turn up to take over the transfer and who authorised this.
Has he also been suspended?
What are the insurance implications in a situation like this
This is a serious situation and must never occur again we trust you with our lives.

[Rami Off Work]

I appreciate Rami’s answers but some questions need answering
Was the second driver arranged by ICR?
How was he able to turn up to take over the transfer and who authorised this.
Has he also been suspended?
What are the insurance implications in a situation like this
This is a serious situation and must never occur again we trust you with our lives.

1 - The situation was handled by the Transfer Manager "Ali Kurt" and this is who I assume the driver referred to as "the boss". The lively conversation is probably a result of Transfer Manager expressing his extreme disappointment with the shameful driver.
2 - Second driver was arranged by ICR Transfer Management
3 - Any individual who puts our customers in any sort of trouble where not even slightly justifyable is fired straight away for never to return to ICR. Temporary suspension is out of the question at ICR.
4 - Insurance implications - All our passengers are fully and unconditionally covered under third party liability scheme.
5 - We are well aware of the seriousness of the situtaion and fully realise your trust in us with your lives as well as your enjoyment of your well deserved holidays. As explained before, every possible strict measure has been taken in order to eliminate any similar incidents in the future.

I would also like to thank Shieldfield for his understanding in regards to this incident and send my sincere regards.

Also, thanks to all our members for their appriciation of the actions we have taken and for the reassurance of your trust in us.

Please feel free to contact me directly at [email protected] for any questions or concerns you may have.

Rami
ICR Travel