Colorado Mountain Express, Inc.

We filed a complaintThe business stated they would give us a partial refund and they never didDo we then file another complaint since you closed the case?*** ***

We did create a profile for this guest and we added a gift certificate for the amount we agreed to. We did, however, neglect to communicate back to the guest and let her know this was complete and how she could go about redeeming the gift certificate for future travel. She reached out to our help desk on 12-to express her concerns. We responded back within a few hours to apologize for not following up and provided instructions on how to redeem the gift certificate. She responded to our email thanking us for the follow up. This issue is now fully resolved to the satisfaction of the guest

We completed a full investigation and confirmed that the original delay of our shuttle was due to weather conditions that caused a temporary closure of the Eisenhower tunnel just east of Silverthorne. As a result, our shuttle was approximately minutes delayed in arriving at
and departing the airport. In addition, the road conditions between Denver and Vail required all traffic to drive slower than normal. We also confirmed that all customers on the shuttle were dropped off at locations they originally requested and paid for. There were no "spur of the moment" requests to change drop off locations for any guests. We also listened to the calls referenced and confirmed that our agents used the word "approximately" when confirming the arrival time of the shuttle. I reached out to the guest to discuss the issue and left her a message requesting a call to discuss. I received a voicemail from the guest on Sunday 11/explaining her perspective on the situation and stating that she would not have time to discuss it with me due to her schedule and that she just wanted a refund. I called her back today and left a message detailing what I outlined above and offered a partial refund or a discount on future travel if she could take a few minutes to talk it through with me. I hope to hear back from her.

We did create a profile for this guest and we added a gift certificate for the amount we agreed to. We did, however, neglect to communicate back to the guest and let her know this was complete and how she could go about redeeming the gift certificate for future travel. She reached out to our help desk on 12-to express her concerns. We responded back within a few hours to apologize for not following up and provided instructions on how to redeem the gift certificate. She responded to our email thanking us for the follow up. This issue is now fully resolved to the satisfaction of the guest

USE WITH CAUTION!!!!!
CME don't forward plan to accommodate for weather associated delays. Drivers are unsafe. Company unresponsive when addressing complaints. Details below.
My family (4 kids, 4 adults) had booked a private transfer from Snowmass, Aspen through to Denver International Airport in early January 2014. Due to adverse weather reports, we had called through to confirm the pick up time, and ask if any extra time was required due to a snowstorm moving into the area. The company advised that the pick up time was to remain the same and that we would have enough time to make our flights out of Denver.
Our driver [redacted], picked us up on time, and started the drive. It became clear that the weather was deteriorating, the driver drove with caution.
Unfortunately, towards the end of the drive, he did several things which made us feel unsafe. Driving at speed, he started checking maps of Denver International Airport to check where he should drop us off, he didn't know where he was going once we got to the airport. He refused to stop to let one of the adults out to try to secure a kerb side check in - in an attempt to get on the plane. Once he had identified where he was going to stop the car, he kept backing back and forth to obtain a "perfect" park, even when other CME drivers were asking him what the "hell" he was doing. He didn't help us with bags, and was generally difficult.
Our 4 hour transfer took almost 7 hours. We ALL missed our planes at peak travel season. For us all it turned into a giant travel nightmare with flow on effects of multiple overnight delays in order to get to our destination, which would have only been one single direct flight if we had made our flights.
We contacted CME to discuss the result of this trip, and no one seemed to care about our experience or the problems it had caused us. No one wanted to put a supervisor on the line or address the problems.
Overall, VERY DISAPPOINTING. USE WITH GREAT CAUTION.

[redacted] CME is sorry that you did not receive the level of customer service that you...

deserved when you called to cancel your reservation. The cancellation policy has been waived, and $5 was credited back your card. Additionally, CME would like you to give us another chance to try our shuttle service. In the mail is a voucher for $80 which you can use towards any CME service. Your comments will help us to further improve our services and we value the feedback. Please accept our sincere apologies, along with condolences for the death of your father. Please note that I will be out of the office Feb 24 – 27 with limited availability. Claire C[redacted]Marketing ManagerColorado Mountain Express / CME Premier970-754-3746CC[redacted]@ridecme.comP.O. Box 580, Vail, CO 81658www.ColoradoMountainExpress.comwww.cmepremier.com

We completed a full investigation and confirmed that the original delay of our shuttle was due to weather conditions that caused a temporary closure of the Eisenhower tunnel just east of Silverthorne.  As a result, our shuttle was approximately 30 minutes delayed in arriving at...

and departing the airport.  In addition, the road conditions between Denver and Vail required all traffic to drive slower than normal.  We also confirmed that all customers on the shuttle were dropped off at locations they originally requested and paid for.  There were no "spur of the moment" requests to change drop off locations for any guests.  We also listened to the calls referenced and confirmed that our agents used the word "approximately" when confirming the arrival time of the shuttle.  I reached out to the guest to discuss the issue and left her a message requesting a call to discuss.  I received a voicemail from the guest on Sunday 11/26 explaining her perspective on the situation and stating that she would not have time to discuss it with me due to her schedule and that she just wanted a refund.  I called her back today and left a message detailing what I outlined above and offered a partial refund or a discount on future travel if she could take a few minutes to talk it through with me.  I hope to hear back from her.

We filed a complaint. The business stated they would give us a partial refund and they never did. Do we then file another complaint since you closed the case?[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted] CME is sorry that you did not receive the level of customer service that you deserved...

when you called to cancel your reservation. The cancellation policy has been waived, and $5 was credited back your card. Additionally, CME would like you to give us another chance to try our shuttle service. In the mail is a voucher for $80 which you can use towards any CME service. Your comments will help us to further improve our services and we value the feedback. Please accept our sincere apologies, along with condolences for the death of your father. Please note that I will be out of the office Feb 24 – 27 with limited availability. Claire C[redacted]Marketing ManagerColorado Mountain Express / CME Premier970-754-3746CC[redacted]@ridecme.comP.O. Box 580, Vail, CO 81658www.ColoradoMountainExpress.comwww.cmepremier.com