We were very pleased with the driver scheduled for us. She was at the airport and waiting for us. Glad she had a name card. Though she was not fluent in English she none-the-less managed to communicate quite effectively. I'm glad she was equipped with GPS. It brought us to the front door of the Hotel. She was also willing to assist with large pieces of luggage.
We arrived in Shanghai on time and NO DRIVER ANYWHERE. We looked around for a while and could not find them. We called the phone numbers on the booking and there were no answers. We approached Shanghai Airport employees who attempted to call and could not get them either. They said they were not familiar with this company.
The Shanghai Airport employees got us a taxi, which cost more money. Two hours after we arrived we got a call from this company saying they were at the airport. DO NOT BUY THIS. YOU DO NOT WANT TO BE LIKE US AND ARRIVE IN CHINA WITH NO RIDE!
Customer Service from local office in California was excellent. Our group had one additional rider last minute, and the customer service rep was extremely helpful in getting our reservation updated. She called the Shanghai office and sent a new voucher the same day we were flying out. Once in Shanghai, the driver was waiting for us as scheduled. Also waited for the rest of our party, and got us safely and promptly to the hotel. Great service, highly recommend!
for some reason, the information I provided about where I would like to be dropped off when booking online was not transmitted to the driver's company. And Viator didn't contact me to confirm my drop off address - my hotel address. Nevertheless the driver turned up to pick me up and we managed to get the Chinese address for my hotel by calling the hotel. The driver was helpful, polite and drove safely. The car was comfortable. I would look at the online booking form - that's where the service was let down.
Last year, I took a private care from the Shanghai Airport - but paid 3x the price of this ride. I thought about taking a taxi - but I have had bad experiences with crazy taxi drivers in unsafe cabs. This pick up was great - driver was there waiting for us, took us to our hotel in a comfortable minivan for about 57 US. Comfortable, safe and on time. Would book again.