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Limo service canceled hours before Taylor Swift's Chicago show for several fans

Limo service cancellation nearly ruined Lake Zurich's group chance to see Taylor Swift
Limo service cancellation nearly ruined Lake Zurich's group chance to see Taylor Swift 02:57

CHICAGO (CBS) -- Taylor Swift wrapped up her third sold-out night at Soldier Field in Chicago Sunday evening. But the show was nearly ruined for several fans, including a group of moms and their three 10-year-old daughters from the western suburbs. 

After months of planning and thousands of dollars spent, their limo ride to the show was canceled less than 24 hours before the show. Those affected want more than refunds for their trouble.

Amanda Wiley says the limo company, M&M Limousine, told her they didn't have enough drivers. 

CBS 2 previously covered staffing issues with the company back in October of 2021 when a couple said the company was an hour late for their wedding transport. There were also several complaints online about service for the Taylor Swift shows. 

Amy O'Connor said the show was "awesome. Such a great show, such a great audience." But what wasn't awesome was the canceled ride she learned about just hours before her group was set to travel to Chicago from Lake Zurich, even though she booked and paid M&M Limousine months in advance.

"I just really felt like buyer beware," O'Connor said, adding that she thought the cancellation was fishy.

Then she said she saw several social media posts from other concert-goers who dealt with the same thing with the same company. That's when she knew something was up.

"Four people just in my area had a bad experience," O'Connor said.

She said the company told her their limo was in the shop and wasn't ready. Then, they told her there weren't enough drivers.

"It was strange," O'Connor said. "I wasn't getting the same answer twice."

Limo company cancels trips for Chicago area Taylor Swift fans causing frustration 02:26

Thankfully, her group was able to get a different ride, even though it was twice what she'd paid for the ride she booked in advance.

She said she's still waiting on her refund.

Of the several people CBS 2 heard from about the cancellation woes, Lourdes Morales' story stood out because she's dealt with the same issue with M&M Limousine twice in the last six months.

"I still haven't gotten over that," Morales said.

But the first time, she said she didn't get an email, and the very last-minute cancellation meant finding a new ride and missing an hour and a half of her daughter's wedding reception.

"I missed my daughter and her husband walking into the venue for the first time together," Morales said.

Thankfully for her, Morales and her daughter did make it to the Taylor Swift show despite M&M Limousine's cancellation.

"I don't want this to happen to other people and I don't think they should be in business if they continually do this," Morales said.

Company leaders declined an interview request, but M&M Limousine Vice President Muhammad Tariq apologized in a statement provided to CBS 2:

"We sincerely apologize for the recent disruptions and cancellations of our transportation services. We deeply regret any inconvenience caused to our valued clients and are committed to addressing this issue promptly. These disruptions were the result of unforeseen circumstances, and we extend our sincerest apologies for any inconvenience caused.

The main issue stemmed from a malfunction in our POS system, which we are actively investigating. This malfunction resulted in our system not properly stopping bookings when we reached capacity.  We were unprepared for the unprecedented demand. As well as due to driver shortages and vehicle breakdowns.

We understand the frustration and disappointment that arose from the cancellations. To rectify the situation, we have already issued full refunds to all affected clients. Furthermore, we have provided a matching credit of up to $500.00 on file for all clients impacted by the service disruptions. This credit can be utilized for future bookings with us.

This gesture of goodwill is intended to demonstrate our commitment to improving the customer experience and our genuine concern for your satisfaction.

Moving forward, we are implementing proactive measures to prevent similar disruptions in the future. We are conducting a thorough review of our operational processes. Additionally, we are reevaluating our POS System to ensure consistent and reliable service.

We understand that trust is built through actions, not just words. We are fully dedicated to regaining your confidence and delivering exceptional service. Your satisfaction is of utmost importance to us, and we will continue working tirelessly to improve our operations and minimize or eliminate any disruptions.

Once again, we apologize for any inconvenience caused by the recent cancellations. We sincerely appreciate your patience and understanding as we work towards resolving this matter. Our dedicated team is available to address any further concerns or questions. Thank you for your continued support, and we eagerly look forward to serving you with improved reliability and service quality in the future."

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