Carmine's Italian Restaurant

Initial Business Response / [redacted] (1000, 5, 2016/06/30) */ [redacted] Please understand that as with all modes of booked transportation, we too, must have refund policies to protect us and in essence, the customerWe operate on a booked reservation system to best help us manage capacityIf we are sold out on a route and we have passengers who do not show up, which happens many times, we are losing valuable operating revenue by not being able to re-sell the seat right awayBy having a refund/credit policy which includes a 15% non-refundable fee customers are more likely to try a bit harder to show up as the changing of their ticket will cost them a bit more Most times when we decide to provide good customer service and allow a refund we provided the customer with a travel credit which they could use at any time they deemed convenientI am not sure why the customer would be told we were changing routes which caused uncertain travel options but I certainly will get to the bottom of it Here is a copy of our refund policy All Maritime Bus tickets are non-refundable and can be changed up to the original purchased departure timeA service fee of 15% will be charged for any changes or cancellations which is payable at the timeChanges can be made at all Maritime Bus Terminals and Agencies or by contacting our Maritime Bus Customer Call Center and speaking to one of our Customer Service AgentsPlease remember if you make changes by phone a credit card will be required! Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received the response provided by Maritime Bus, however, it is irrelevant in my situationI do no accept this response and I continue to seek a refund for my purchase The response from Maritime Bus reads, that the no-refund policy is in place to protect the company from passengers who do not show up for their travelSimply because, no-show passengers who request refunds cut into the company operating revenue(Presumably because the unoccupied seat could have be sold to someone else) Although fairly simple to understand, the response provided to me is completely irrelevant to my situation and has not addressed my complaintI do not accept this response and I continue to seek a refund for my purchase To review my past complaint, I canceled my ticket several weeks in advanceThe departure date was originally set for December 20th, [redacted] As per the Maritime Bus response, I am not subject to the terms of their no-refund policy and therefore entitled to having the credit amount returned to my credit card [redacted] I called Maritime Bus this week and tried to use my travel credit for upcoming travel plans in December I was told that bus tickets can only be sold up to months in advance and I should try again in SeptemberSince my holiday travel plans include a connecting flight, I can not wait until September to purchase a bus ticket since flight tickets will have nearly doubled in price by then To make matters even more frustrating, I was told that Maritime Bus is in the process of changing their departure and route schedulesThey were not able to confirm that the same departure times/routes operating now will continue in December Since it seems to me that I will never have the opportunity to use the travel credit I was given, I am requesting the credit amount be returned to my credit cardI would like Maritime Bus to respond directly to my complaint this time, and not ignore the issue againI have made my complaint very clear, and as much as I appreciate their last response, it was simply lip service

Initial Business Response /* (1000, 5, 2016/06/30) */
***
Please understand that as with all modes of booked transportation, we too, must have refund policies to protect us and in
essence, the customerWe operate on a booked reservation system to best help us manage capacityIf we are sold out on a route and we have passengers who do not show up, which happens many times, we are losing valuable operating revenue by not being able to re-sell the seat right awayBy having a refund/credit policy which includes a 15% non-refundable fee customers are more likely to try a bit harder to show up as the changing of their ticket will cost them a bit more
Most times when we decide to provide good customer service and allow a refund we provided the customer with a travel credit which they could use at any time they deemed convenientI am not sure why the customer would be told we were changing routes which caused uncertain travel options but I certainly will get to the bottom of it
Here is a copy of our refund policy
All Maritime Bus tickets are non-refundable and can be changed up to the original purchased departure timeA service fee of 15% will be charged for any changes or cancellations which is payable at the timeChanges can be made at all Maritime Bus Terminals and Agencies or by contacting our Maritime Bus Customer Call Center and speaking to one of our Customer Service AgentsPlease remember if you make changes by phone a credit card will be required!
Initial Consumer Rebuttal /* (3000, 7, 2016/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the response provided by Maritime Bus, however, it is irrelevant in my situationI do no accept this response and I continue to seek a refund for my purchase
The response from Maritime Bus reads, that the no-refund policy is in place to protect the company from passengers who do not show up for their travelSimply because, no-show passengers who request refunds cut into the company operating revenue(Presumably because the unoccupied seat could have be sold to someone else)
Although fairly simple to understand, the response provided to me is completely irrelevant to my situation and has not addressed my complaintI do not accept this response and I continue to seek a refund for my purchase
To review my past complaint, I canceled my ticket several weeks in advanceThe departure date was originally set for December 20th, 2015.***
***As per the Maritime Bus response, I am not subject to the terms of their no-refund policy and therefore entitled to having the credit amount returned to my credit card***
I called Maritime Bus this week and tried to use my travel credit for upcoming travel plans in December I was told that bus tickets can only be sold up to months in advance and I should try again in SeptemberSince my holiday travel plans include a connecting flight, I can not wait until September to purchase a bus ticket since flight tickets will have nearly doubled in price by then
To make matters even more frustrating, I was told that Maritime Bus is in the process of changing their departure and route schedulesThey were not able to confirm that the same departure times/routes operating now will continue in December
Since it seems to me that I will never have the opportunity to use the travel credit I was given, I am requesting the credit amount be returned to my credit cardI would like Maritime Bus to respond directly to my complaint this time, and not ignore the issue againI have made my complaint very clear, and as much as I appreciate their last response, it was simply lip service