Lake Oswego Air Porter

Friendly. On time. Efficient. Will use them again and again. Would recommend to anyone.

The whole LO air porter experience is really crushing when something goes the tiniest bit askew, thanks to the guy manning the phones (you’ll know him when you talk to him). He is a customer service disaster and seems to have some influence in the company which is why it’s not just the phone conversation that’s awful. He is defensive, argumentative, and self-​centered and certainly unprofessional. Not sure how people like that end up in positions like this.
My parents have used this service several times to visit me, so they are repeat customers. Things had been fine on these trips — this is the kind of service that is ‘fine’ until it’s not. My 70 year old mother was traveling alone on her most recent trip. She got off the plane and there was a delay with the luggage. She called LO Air Porter to give them a heads up, it was a courtesy, she was trying to do her part to help everything run smoothly. And instead of handling it professionally, saying ‘thanks for the call’ and handling it like a respectable company, the guy starts demanding answers about the situation (that only the baggage guys know the answers to) and treating her like she’s troubling and inconveniencing them. Getting upset, blaming her, belligerent, the whole bit. She told me later she considered arguing back or filing a complaint but didn’t because she still needed a ride.
A few days later she was to return to the airport and had forgotten that I had offered to drive her on this return trip. She had a stroke recently and her memory isn’t quite the same. So she had booked a return trip with LO Air Porter. When she realized I could drive her back to the airport she tried to cancel the trip with LOAP. It was 24 hours in advance and they wouldn’t accept the cancellation because it wasn’t 48 hours in advance. «we’ve been telling people no for that slot all week!» this same guy insisted. Just a cold-​hearted no.
So I called them up, baffled that they would take someone’s money like this after treating her badly and given her memory issues. Same guy answers, gave me the same line about how many people they had to tell ‘no.’ If they are in such high demand for that time slot, then they shouldn’t have trouble filling the spot. So either they’re lazy, lying, or double billing. I told him about the stroke, the bad treatment, reminded him there were still 24 hours to book the spot. He just wanted to argue. And argue. and argue. He argued when I told him my mom had been mistreated on the way in. Why didn’t she cancel right then and there?! he insisted, instead of saying something like,’ sorry, we regret that that happened.’ Notably, it did not dawn on him that he was the one who had mistreated her, he kept arguing that his drivers never told him about any incidents. So basically I told him she had had a bad experience on her way in and he immediately starts arguing that ‘no she didn’t.’ Who does that? It was like he was glad I had called because he hadn’t gotten to f– up anyone’s day yet or pick a fight with anyone.
«If YOU had a business wouldn’t YOU have policies?» he condescended to me during the conversation. «We’ve been in business for 40 years!» he said, laughing at me. He also laughed at me for ‘burning the bridge’ between my mom and the company so close to when her ride was scheduled. But she didn’t need the ride anymore dude, that’s the whole point. He was really maniacal.
Policies typically have reasonable exceptions. And if I had a transportation business in the age of competitors like Über and websites like Unilocal and google, I would certainly take customer service a little more seriously.
Needless to say we will never be going back. And hope to help others avoid similar situations with this story.

Wonderful service. always on time! Clean, safe and reliable. They have been in business for a long time for a reason! Do not listen to the negative people on the reviews, clearly they are unhappy people! Truly is the safest and best way to get to the airport… extremely convenient! I gave them less then five hours notice and they managed to fit me in a very busy holiday schedule! Thank you!

I have been using LOAP for the past 5 years and the service has been exceptional. Never late and always friendly. I have had to change my reservations and make adjustments on several occasions and they have always accommodated me. Professional and reliable!

I’ve been using this service for years now and am as close to totally satisfied as I can be. The drivers are great. The vans are fine. They are there when you need them, coming and going to the airport. Prices are reasonable. What more does one need?

Best way to get to the airport. I have been a satisfied customer for 10 years. Drivers are safe and timely, vans are clean, price is fair.

I’ve used this company for 10 plus years and experienced fairly mediocre customer service. Today I had extremely rude service when I needed to cancel a pickup. I cancelled 2 days in advance-​well ahead of their 24 hr policy. The owner hung up on me after telling me how inconvenient this was for him.