Cape Air

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I have attempted to speak with [redacted] over the past week but was unsuccessfulI have since been in communication with [redacted] ***, VP of Customer Service, and we are working out a solution to my problem.Though I've stated I am not interested in a free ticket, this was the option that has been thrown around many times to solve my issueI will await to see if my request of a full or partial refund is honored Regards, [redacted] ***

Dear Ms [redacted] ,Thank you for your patience while I took some time to review the events related to your travels on Cape Air on February 4.I talked to our manager in [redacted] and she told me that a decision was made to bump a checked bag in order to maintain a safe weight & balance of the aircraftThey do their best to advise customers when their checked bag is not going to make the flight; however, sometimes in the effort to get a flight out on time, it is not always a possibilityI am sorry they were not able to advise you that your checked bag was not going to make your flightI also contacted our manager in [redacted] and she was apologetic for her agent’s lack of customer serviceThere is never an expectation for you to pick up your bag, unless it was considered an excess bag or was overweight (as you indicated, your bag was not)The agent should have offered to deliver the bag to you or given you the option to pick up.I am very sorry for the inconveniences for the delay of your bagWhen we make a decision to bump a checked bag, and sometimes a passenger, it is in the interest of safetyIt is rare that we would bump a passenger's personal item or carry out bag, unless we bump the passengerI will be happy to reimburse you for your bag fee; please send me the receipt and include your mailing address so I may send you a check.If you have incurred any interim expenses due to the delay of your bag, I have enclosed a Customer Claim form, in case the agent did not give you one after reporting your delayed bagPlease review the instructions for submitting a claimOnce your claim is received, it will be reviewed for reimbursement consideration.The contents of your email will be shared with our management team in [redacted] and [redacted] , as well as senior leadershipYour feedback is appreciated as this does allow us to see how you experience our service and make efforts to improve where possible.I am very sorry for everything you experienced as well as the inconveniencesThank you for flying with Cape Air! We look forward to welcoming you onboard your next flight.Regards, [redacted] Director, Customer CareCape Air [redacted] ** [redacted]

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. [Ms. [redacted] , please call me now or any time today at ###-###-####. I am not formally "accepting" your solution because I do not know what, exactly, you are proposing. I am very grateful for your response and look forward to talkingI did buy a ticket in her correct name because we have started our trip and I did not want to leave her in Vermont without a proper ticket home.She will not have access to phones or internet I look forward to talking soon.Thanks in advance for your attention [redacted] ###-###-#### Regards, [redacted]

Dear Ms***,I want to acknowledge that Cape Air is in receipt of your feedback via the Revdex.com website as well as through the Cape Air Customer Care departmentI am very sorry for your experience and will review your email and the events surrounding your experience in detail and
provide a response as soon as possibleThank you for taking the time to share your experience with usYour feedback gives us an opportunity to look for ways to improve service.Kind Regards,*** ***Director, Customer CareCape Air*** *** ***
*** ** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I do appreciate your quick attention to this matterI would like to withold acceptance of this as a resolution until you can further investigate and assure me that the situation has been managed.
Regards,
*** *** ***

Dear Ms***,I am very sorry about your experience with *** regarding your daughter's reservationI see there are a couple of reservations for her that I would like to get cleared up as they are duplicatesDuplicate reservations are subject to cancellation and then your daughter would not
be holding any seats.As for the $fee that you were charged, I am happy to look into that as I cannot speak to their policiesAs you stated, and our agents advised you, Cape Air does not charge a fee for an unaccompanied minor' however, your daughter is not considered an minor by our guidelines.It might be easier to call and talk thru the reservations and maybe I will have some information regarding the fee as wellIf you are available today, I would be happy to give you a call at a mutually convenient timePlease let me know when the best day & time to call and chat.Regards,*** ***Director, Customer CareCape Air

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I have attempted to speak with [redacted] over the past week but was unsuccessful. I have since been in communication with [redacted], VP of Customer Service, and we are working out a solution to my problem.Though I've stated I am not interested in a free ticket, this was the option that has been thrown around many times to solve my issue. I will await to see if my request of a full or partial refund is honored.
Regards,
[redacted]

Dear Ms. [redacted],I have received a copy of the communication you sent to the Revdex.com. Thank you for writing and I appreciate the opportunity to address your concerns.I am very sorry for any confusion with regards to the flight you had a reservation for and the cancellation notice you...

received. Based on the information I was able to retrieve for your flight, I believe the reason you receive that notification was because you were checked into the 2nd section of the Flt 2591, which changed the flight number to 2592. I am very sorry for the confusion and the concern it caused you. The agent should have advised you about which section you were on. To clarify "section", Cape Air's aircraft hold only 9 passengers, but we sometimes will book more than 9. This is not an overbooking as we plan to operate more than one aircraft or "section" as we call it. Typically the first 9 passengers that check in will receive a boarding pass on the 1st section, any subsequent passengers will be on the 2nd section. Once we have 9 passengers on a section, it will depart, usually a few minutes prior to flight time, with the 2nd section departing at the scheduled departure time. If there are delays, with the pilot or aircraft assigned to a flight & section, this may cause departure delays. I can understand if this was not explained to you when you checked in that it would appear that we were boarding your flight and you were not being called for the flight. Based on the information I retrieved, you were on 2592, which was the 2nd section.I am sorry that you waited in the hot sun while waiting to board, and then the delay deplaning after arriving in [redacted]. It is very warm in the Caribbean, even in December. We do our best to keep our passengers out of the elements, when possible. Because we do not use a jet bridge to board our flights, it can be challenging minimizing exposure to the elements. Cape Air's planes are not air conditioned so I can see why you felt the a/c vent was not working. I see that you have requested a refund for your travels. I am very sorry that I am not able to honor your request. However, if you should change your mind, I would be happy to offer you a one way ticket for a future flight. Please contact us at [redacted] and we will issue that ticket to you. Thank you, again, for your feedback. I am very sorry for everything you experienced. Your feedback is very much appreciated and will be shared with our management team in San Juan and [redacted] so they may use this information to look for way to improve how our service is perceived. Kind Regards,[redacted]Director, Customer CareCape Air[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[Ms. [redacted], please call me now or any time today at ###-###-####.  I am not formally "accepting" your solution because I do not know what, exactly, you are proposing. I am very grateful for your response and look forward to talkingI did buy a ticket in her correct name because we have started our trip and I did not want to leave her in Vermont without a proper ticket home.She will not have access to phones or internet  I look forward to talking soon.Thanks in advance for your attention [redacted]###-###-#### 
Regards,
[redacted]

Dear Ms. [redacted],Thank you for your patience while I took some time to review the events related to your travels on Cape Air on February 4.I talked to our manager in [redacted] and she told me that a decision was made to bump a checked bag in order to maintain a safe weight & balance of the aircraft. They do their best to advise customers when their checked bag is not going to make the flight; however, sometimes in the effort to get a flight out on time, it is not always a possibility. I am sorry they were not able to advise you that your checked bag was not going to make your flight. I also contacted our manager in [redacted] and she was apologetic for her agent’s lack of customer service. There is never an expectation for you to pick up your bag, unless it was considered an excess bag or was overweight (as you indicated, your bag was not). The agent should have offered to deliver the bag to you or given you the option to pick up.I am very sorry for the inconveniences for the delay of your bag. When we make a decision to bump a checked bag, and sometimes a passenger, it is in the interest of safety. It is rare that we would bump a passenger's personal item or carry out bag, unless we bump the passenger. I will be happy to reimburse you for your bag fee; please send me the receipt and include your mailing address so I may send you a check.If you have incurred any interim expenses due to the delay of your bag, I have enclosed a Customer Claim form, in case the agent did not give you one after reporting your delayed bag. Please review the instructions for submitting a claim. Once your claim is received, it will be reviewed for reimbursement consideration.The contents of your email will be shared with our management team in [redacted] and [redacted], as well as senior leadership. Your feedback is appreciated as this does allow us to see how you experience our service and make efforts to improve where possible.I am very sorry for everything you experienced as well as the inconveniences. Thank you for flying with Cape Air! We look forward to welcoming you onboard your next flight.Regards,[redacted]Director, Customer CareCape Air[redacted] [redacted]