Bremerton Kitsap Airporter Inc

Complaint: ***I am rejecting this response because: A "brown ticket" was never issued to my family to use as a return homeAfter initially being told by the ticketing agent at the desk no round trip ticket had been pre-paid, after a call to Bremerton Kitsap Airporter, a green ticket showing the round trip price of $was paid was handed overThis was assumed to have been the return ticket home so this is what was furnished on the ride back to the airportI'm not asking for a refund of a "lost ticket" - I'm asking for a refund of the additional $which was paid due to the neglect of Bremerton Kitsap Airporter against the threat of kicking an elderly couple off the bus if another set of tickets wasn't purchased. Sincerely,*** ***

This incident is under investigation by the Operations Manager Lauri S*** (360) 876-

Complaint: ***
I am rejecting this response because: I dont know who the Operations Manager is but when I spoke with the original employee, she stated that there was nothing they would be able to do for me She said quote “You and I aren’t going to get anywhere” and then hung up on me, so I called back She stated that there was a mix up and she accidentally hung up Someone who is a dispatcher that answers phones all day probably doesn’t accidentally hang up Anyway after that I asked to speak to the manager and she put me through to the manager and that was the person who said there was not going to be any refund I asked to speak to her supervisor and she said she was the one who handles all refunds and that it didn’t matter what proof I had about any policy written online, but that there would be no refund and then she hung up on me I am not willing to speak with that person again, if she is indeed the person who handles all refunds If it is someone else I will gladly call the number provided and have a conversation with them about the situation and hopefully come to an understanding that leaves both parties satisfied
Sincerely,
*** ***

This incident is under investigation by the Operations Manager Lauri S*** (360) 876-

If a Passenger does not have Military ID we are not allowed to transport them onto post, they have to get off at the visitor center or outside main gates. We are not government vehicles we are private company with access to the bases. We are not allowed to sponsor passengers to get
on the base. The driver informed me that they were trying to make a suggestion to the passenger to get dropped off at the closest place where a relative or friend who then can then get them on the specific post. We pride ourselves on our military courtesies, we make a lot of allowances for our military personnel. The passenger were arguing with the driver about the gate guards allowing them on with out ID's We are not allowed to sponsor any one. I do apologize for any inconveniences that the passengers may have had and for there troubles and had they called the office immediately with their concerns, I would have handled it and if possible give them a refund for a portion of their trip. We do not like our passengers to be unhappy and we want them to feel free to contact the office.

This is in response to a complaint that you received regarding a reservation made by thecomplainant to ride one of our busses on December 1,
Complainant states that she was told by our Reservationist that she would be picked up at4:20AMInstead the reservation was recorded for a 3:20AM pick
up at the same location
Our records indicate that the 4:20AM bus was full (passengers) and there was no room for thecomplainant and her companionTherefore, in such cases our company Reservationist routinelyoffers the customer the option of taking an earlier bus, which often happens daily during holidayrush periodsAfter the customer accepts the earlier ride, the time of pick up is repeated back tothe customer along with a reservation number signifying the date of travel and run number
Example: "One dash One" in this caseThe reservationist further explains to the customer, in allcases, to be there at the service location ten minutes earlier for ticketing and boarding.We therefore do not believe the mistake was made by our representativeRather, all provisionsof our filed tariff were met and a refund for her ticket cost of $was refunded to her.Sincerely,Richard EA***President

Yes I did speak to Ms*** and informed her that I would gladly refund her money if she could provide a copy of the brown copy of the ticket. Please see WA UTC Tariff No#page 2. Yes she did in fact purchase a Round trip (RT) ticket for * *** at a cost of $prepaid from
the airport. Ms* *** did sign for (See enclosure) a RT ticket from the airportThe SeaTac Rep RT tickets come in parts: Blue, Green, Brown, and Red The blue copy is given to the driver as a boarding ticket, the green is a receipt, and the brown is to be used for the return trip to the airport to be given to the driver, and the red copy is for the Airport Rep who turns it in to the accounts receivable person, the blue copy was turned into the accounts receivable person to account for passengers on his/her vehicle. When either Ms*** or Ms*** made their reservation going back to the airport they told the Dispatcher that they had a ticket which in most cases it’s the brown one. When the *** were picked up at the Purdy stop on December 11th at hrsthey presented the green (Receipt) copy to the driver. The driver informed them that he would need either the blue or brown copy, and they replied that that’s all they have and they paid for a RT ticket. The driver did transport the passengers to the airport, after Ms*** paid the additional $38.00. Our policy was followed by the Driver, and Dispatcher, unfortunately not to Ms*** satisfaction to which I have not had any opportunity to do so either by phone or letter. My dispatcher tried to explain to Ms*** that we do not arbitrarily refund money to all unhappy passengers.
One more thing on the blue ticket and on all of our brochures, WUTC Tariff, and in all vehicles it states: Lost Round Trip Tickets are not refundable
I can’t say for sure that the *** lost or misplaced their ticket, but this is usually the case
I really do apologize for any inconvenience this may have caused to Ms*** , and the ***

it is clearly marked on the ticket that *** ** Signed for that "THIS IS YOUR RETURN TICKET-PRESENT TO YOUR DRIVER" in red block lettersAt the time of purchase of the ticket they were also told to keep the ticket in their wallet they would need that ticket for their return portion of their trip
it is clearly marked at stated on both our Tariff and webpage that lost or stolen tickets are non refundable

Yes I did speak to Ms*** and informed her that I would gladly refund her money if she could provide a copy of the brown copy of the ticket. Please see WA UTC Tariff No#page 2. Yes she did in fact purchase a Round trip (RT) ticket for * *** at a cost of $prepaid from
the airport. Ms* *** did sign for (See enclosure) a RT ticket from the airportThe SeaTac Rep RT tickets come in parts: Blue, Green, Brown, and Red The blue copy is given to the driver as a boarding ticket, the green is a receipt, and the brown is to be used for the return trip to the airport to be given to the driver, and the red copy is for the Airport Rep who turns it in to the accounts receivable person, the blue copy was turned into the accounts receivable person to account for passengers on his/her vehicle. When either Ms*** or Ms*** made their reservation going back to the airport they told the Dispatcher that they had a ticket which in most cases it’s the brown one. When the *** were picked up at the Purdy stop on December 11th at hrsthey presented the green (Receipt) copy to the driver. The driver informed them that he would need either the blue or brown copy, and they replied that that’s all they have and they paid for a RT ticket. The driver did transport the passengers to the airport, after Ms*** paid the additional $38.00. Our policy was followed by the Driver, and Dispatcher, unfortunately not to Ms*** satisfaction to which I have not had any opportunity to do so either by phone or letter. My dispatcher tried to explain to Ms*** that we do not arbitrarily refund money to all unhappy passengers.
One more thing on the blue ticket and on all of our brochures, WUTC Tariff, and in all vehicles it states: Lost Round Trip Tickets are not refundable
I can’t say for sure that the *** lost or misplaced their ticket, but this is usually the case
I really do apologize for any inconvenience this may have caused to Ms*** , and the ***

I am sorry that Ms*** is not happy with the results but the fact is the only RT ticket the SeaTac Rep has is partBlue, Green, Brown And Red. The SeaTac Rep has been at the airport since and knows the difference between a One way Ticket and a Round Trip. Ms*** was reimbursed by her bank with a chargeback of $38.00. therefore the *** recieved a free ride to the airport. I am not sure what she wants from this company

Complaint: ***
I am rejecting this response because: The office was contacted IMMEDIATELY and I was told they couldn't help because the manager wasn't in. When we purchased them tickets we were told they could get on post Even the gate guard said they could get on post They were told they'd be dropped at the visitor center and then were rudely ejected at a completely separate location without warning. Sorry but the statement "I'd have issued a refund if they'd have contacted the office" is a cop out because we did, twice!
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
We were not offered an earlier ride or told that the 4:shuttle was fullWe were told our reservation was for 4:on two separate occasionsOnce when we made the reservation and once the day the mistake was madeWe did not mistakenly hear or accept the 3:shuttle as Laurie or yourself have suggestedWe were assured by Carol the morning of that a mistake was made by the company and that management would be notified of the errorI did receive the refund for the tickets, but I would still like to be reimbursed for the expensive cab ride to the airportWe would not have incurred this expense if it were not for the mistake of your companyThank you in advance for taking responsibility for your company's mistake.
Sincerely,*** ***

I do not know what the gate guard said but I know what our policy about sponsoring anyone going on to any military baseI am sorry the person will not accept an apology. I have spoken to the driver and informed them if they have any more complaints against them that they will be placed on administrative leave with out pay. Again I apologize for any inconvenience to the complainant

it is clearly marked on the ticket that *** ** Signed for that "THIS IS YOUR RETURN TICKET-PRESENT TO YOUR DRIVER" in red block lettersAt the time of purchase of the ticket they were also told to keep the ticket in their wallet they would need that ticket for their return portion of their trip
it is clearly marked at stated on both our Tariff and webpage that lost or stolen tickets are non refundable

I am sorry that Ms*** is not happy with the results but the fact is the only RT ticket the SeaTac Rep has is partBlue, Green, Brown And Red. The SeaTac Rep has been at the airport since and knows the difference between a One way Ticket and a Round Trip. Ms*** was reimbursed by her bank with a chargeback of $38.00. therefore the *** recieved a free ride to the airport. I am not sure what she wants from this company.

When a passenger brings a receipt of a RT ticket that they lost and then found? we refund 1/of the ticket because they rode OW to the airportIf a Passenger lost the ticket prior to returning to their destination then its our policy to have the passenger buy another OW ticket and keep the
receipt as proof until they find the original ticket.? Our policy is that when we ask for proof of repaying for a ticket weather its cash or CC most people have the required documents for us to issue a refund.? When a passenger states that he cannot prove this then we have no alternative but to denyAs for speaking with the manager he would not allow the Manager get a word in and after he complained he stalked out of the office.? There is no loophole it is clearly stated on the ticket, bus and the WUTC

Every refund is ran through the Operations Manager and I don't recall anyone informing me that? there was an issue with this passenger.? Our Tariff posted at WUTC website that has been approved, but I would like to have the opportunity to work with the passenger before it getting to a
point that nobody's happy.? yes we are working on our site both in office and on the web.? I will be speaking to the reservation and/or Dispatcher on Policy and Procedures when dealing with an unhappy customer.? I totally understand that things change on a moments notice and transportation needs change.? If there is any more questions or concerns they can call 443-and register a complaint that will be handled appropriately by the OM.?

When a passenger brings a receipt of a RT ticket that they lost and then found  we refund 1/2 of the ticket because they rode OW to the airport. If a Passenger lost the ticket prior to returning to their destination then its our policy to have the passenger buy another OW ticket and keep the...

receipt as proof until they find the original ticket.  Our policy is that when we ask for proof of repaying for a ticket weather its cash or CC most people have the required documents for us to issue a refund.  When a passenger states that he cannot prove this then we have no alternative but to deny. As for speaking with the manager he would not allow the Manager get a word in and after he complained he stalked out of the office.  There is no loophole it is clearly stated on the ticket, bus and the WUTC.

If a Passenger does not have Military ID we are not allowed to transport them onto post,  they have to get off at the visitor center or outside main gates.  We are not government vehicles we are private company with access to the bases.  We are not allowed to sponsor passengers to get...

on the base.  The driver informed me that they were trying to make a suggestion to the passenger to get dropped off at the closest place where a relative or friend who then can then get them on the specific post.  We pride ourselves on our military courtesies, we make a lot of allowances for our military personnel.  The passenger were arguing with the driver about the gate guards allowing them on with out ID's.   We are not allowed to sponsor any one.  I do apologize for any inconveniences that the passengers may have had and for there troubles and had they called the office immediately with their concerns, I would have handled it and if possible give them a refund for a portion of their trip.  We do not like our passengers to be unhappy and we want them to feel free to contact the office.

I do not know what the gate guard said but I know what our policy about sponsoring anyone going on to any military base. I am sorry the person will not accept an apology.  I have spoken to the driver and informed them if they have any more complaints against them that they will be placed on administrative leave with out pay.  Again I apologize for any inconvenience to the complainant.