Thank you for contacting us regarding your attempt to use our service to Evanston I am very sorry that the phone was not working at the time and the driver was less than helpful The driver unfortunately did not use the best judgement in explaining how our service works and we will work on re-training the driver on our procedures Unfortunately, the driver was not able to put provide service to you as that shuttle was traveling to the downtown Chicago area and not to Evanston The driver should have explained how to reserve the next available Evanston shuttle.We are happy to provide a refund of of $which is the difference between our the cost of our service, $25, and the cost of the cab that you took, $ To what address can we send a refund check? Kindest regards, Robert ***Vice President - marketingr***@airportexpress.com
Initial Business Response / [redacted] (4001, 15, 2015/10/28) */ The customer made two reservations totalling $The first reservation was for the trip on 9/The second was for the return trip on 9/Continental Air Transport / GO Airport Express has refunded both trips for a total refund of $This is more than what the customer is desiring of $We will not be refunding an additional $
Complaint: [redacted] I am rejecting this response because: Still have not receive any phone call from the company about this matterAnd still have not received paymentThis is an incident that happened in September and its October and still have not yet being resolved Sincerely, [redacted] ***
The GO Group LLC has provided a refund of $the fare purchased [redacted] from the GO Group, has agreed to reach out to Ms [redacted] and will refund the difference between the taxicab and the fare
Initial Business Response / [redacted] (1000, 6, 2015/09/11) */ Contact Name and Title: Robert [redacted] Contact Phone: [redacted] Contact Email: [redacted] We are very sorry and have refunded the customer Kindest regards, Robert [redacted] Vice President Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.) This business refunded the fare as I requestedI am completely satisfied with their response
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ I believe that Mr [redacted] has us confused with an airlineWe do not have a record of Mr [redacted] using our airport shuttle service either Can you please find out if Mr [redacted] used the Airport Express serviceIf he did use the service, can he provide us with a confirmation number so that we can look up his information Kindest regards, Robert [redacted] Vice President Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) CorrectI was attempting to file the complaint against United Airlines
Initial Business Response / [redacted] (1000, 6, 2015/09/11) */ Contact Name and Title: Robert [redacted] Contact Phone: [redacted] Contact Email: [redacted] We are very sorry and have refunded the customer Kindest regards, Robert [redacted] Vice President Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) This business refunded the fare as I requestedI am completely satisfied with their response
Complaint: [redacted] I am rejecting this response because:Still have not receive any phone call from the company about this matterAnd still have not received paymentThis is an incident that happened in September and its October and still have not yet being resolved Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/01/26) */ Contact Name and Title: [redacted] ***, Vice Preside Contact Phone: XXX-XXX-XXXX Contact Email: ***@airportexpress.com We are a bit confused as the reservation made it look like we were to bill the customer so I assumed we just wouldn't charge herFrom the information that the customer is providing, she is claiming that we have already charged her for the $I have emailed the customer asking for clarification as we would like to resolve this right away
I was at O'Hare Airport on Friday February 5, trying to get back to campusI wanted to take the Go Express Airport Shuttle because it offers a discount to [redacted] University studentsWhen I got to the counter there was not an agent at the deskThere was a phone at the desk that stated you could call another desk for assistanceI used the phone several times but no one would answerAnother consumer tried to see if he could get someone on the phoneHowever, there was still no answerI then saw a sign that stated if you could not get anyone to assist, please wait curbside near the Go Express signs and the driver would assistI waited for the shuttle for minutesA driver showed up between 4:pm and 4:pmHe assisted the other passengersHe then turned to me and said he could helpWhen I told him I was going to Evanston he said he could not assist meEven though the shuttle services EvanstonHe took by luggage back inside and told me to callWhen I advised him that there is no answer, he stated to let it keep ringing until someone answersHe then told me that if no one answers to take a taxiMy fair for the ride share on the shuttle would have been $with Go ExpressI had to take a taxi because no one would pick up and it cost me $I had to pay more money because the driver refused serviceThere was room on in the van and the company states they service that areaThe driver refused because he did not want to make a stop in EvanstonHe only wanted to go to downtown Chicago
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ I believe that Mr. [redacted] has us confused with an airline. We do not have a record of Mr. [redacted] using our airport shuttle service either. Can you please find out if Mr. [redacted] used the Airport Express service. If he did use... the service, can he provide us with a confirmation number so that we can look up his information. Kindest regards, Robert [redacted] Vice President Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Correct. I was attempting to file the complaint against United Airlines.
Final Consumer Response / [redacted] (450, 5, 2014/04/07) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: The business is providing me with a full refund now
Initial Business Response / [redacted] (1000, 8, 2014/09/09) */ Contact Name and Title: [redacted] ***, Vice Preside Contact Phone: XXX-XXX-XXXX Contact Email: ***@airportexpress.com We have been in contact with the customer and are willing to provide the customer with the requested 60,frequent flyer miles which we feel is fairWe feel that although we were late, the reservation was made in error and the customer could have noticed this as they received an email confirmationThe customer could have also found alternative transportation if they were concerned about our timelinessIt also appears the airline that the customer booked through would have put the customer on a later standby flight if they were notifiedInstead the customer contacted the airline that was operating the flight not the one in which the customer booked throughWe admit we are partially at fault but feel our offer of 60,frequent flier miles is fair Initial Consumer Rebuttal / [redacted] (3000, 11, 2014/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] has admitted they were at fault for the incidentThey have offered to replace the airline frequent flyer miles that we used to purchase our new ticket, but has NOT offered to repay us for the rebooking fees of $ We have offered to accept additional airline frequent flyer miles an alternative to a cash payment See attached file for additional correspondence Final Business Response / [redacted] (4000, 15, 2014/10/14) */ I went to update the case and it was placed on hold so I thought it best to email you an update on the caseWe offered Mr [redacted] and his traveling companion 30,American Airline frequent flier miles a free round trip on the [redacted] serviceMr [redacted] accepted the offer and we deposited the miles on October The passes are being mailed out today Sincerely, [redacted] Vice President - marketing [redacted] Continental Air Transport Co., Inc [redacted] Chicago, IL Phone: [redacted] Cell: [redacted] Fax: [redacted]
Thank you for contacting us regarding your attempt to use our service to Evanston I am very sorry that the phone was not working at the time and the driver was less than helpful The driver unfortunately did not use the best judgement in explaining how our service works and we will work on re-training the driver on our procedures Unfortunately, the driver was not able to put provide service to you as that shuttle was traveling to the downtown Chicago area and not to Evanston The driver should have explained how to reserve the next available Evanston shuttle.We are happy to provide a refund of of $which is the difference between our the cost of our service, $25, and the cost of the cab that you took, $ To what address can we send a refund check? Kindest regards, Robert ***Vice President - marketingr***@airportexpress.com
Initial Business Response / [redacted] (4001, 15, 2015/10/28) */ The customer made two reservations totalling $The first reservation was for the trip on 9/The second was for the return trip on 9/Continental Air Transport / GO Airport Express has refunded both trips for a total refund of $This is more than what the customer is desiring of $We will not be refunding an additional $
Complaint: [redacted] I am rejecting this response because: Still have not receive any phone call from the company about this matterAnd still have not received paymentThis is an incident that happened in September and its October and still have not yet being resolved Sincerely, [redacted] ***
The GO Group LLC has provided a refund of $the fare purchased [redacted] from the GO Group, has agreed to reach out to Ms [redacted] and will refund the difference between the taxicab and the fare
Initial Business Response / [redacted] (1000, 6, 2015/09/11) */ Contact Name and Title: Robert [redacted] Contact Phone: [redacted] Contact Email: [redacted] We are very sorry and have refunded the customer Kindest regards, Robert [redacted] Vice President Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.) This business refunded the fare as I requestedI am completely satisfied with their response
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ I believe that Mr [redacted] has us confused with an airlineWe do not have a record of Mr [redacted] using our airport shuttle service either Can you please find out if Mr [redacted] used the Airport Express serviceIf he did use the service, can he provide us with a confirmation number so that we can look up his information Kindest regards, Robert [redacted] Vice President Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) CorrectI was attempting to file the complaint against United Airlines
Initial Business Response / [redacted] (1000, 6, 2015/09/11) */ Contact Name and Title: Robert [redacted] Contact Phone: [redacted] Contact Email: [redacted] We are very sorry and have refunded the customer Kindest regards, Robert [redacted] Vice President Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) This business refunded the fare as I requestedI am completely satisfied with their response
Complaint: [redacted] I am rejecting this response because:Still have not receive any phone call from the company about this matterAnd still have not received paymentThis is an incident that happened in September and its October and still have not yet being resolved Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/01/26) */ Contact Name and Title: [redacted] ***, Vice Preside Contact Phone: XXX-XXX-XXXX Contact Email: ***@airportexpress.com We are a bit confused as the reservation made it look like we were to bill the customer so I assumed we just wouldn't charge herFrom the information that the customer is providing, she is claiming that we have already charged her for the $I have emailed the customer asking for clarification as we would like to resolve this right away
We have provided the customer with a full refund and we are willing to provide a complimentary pass for when the the customer travels back to Chicago
I was at O'Hare Airport on Friday February 5, trying to get back to campusI wanted to take the Go Express Airport Shuttle because it offers a discount to [redacted] University studentsWhen I got to the counter there was not an agent at the deskThere was a phone at the desk that stated you could call another desk for assistanceI used the phone several times but no one would answerAnother consumer tried to see if he could get someone on the phoneHowever, there was still no answerI then saw a sign that stated if you could not get anyone to assist, please wait curbside near the Go Express signs and the driver would assistI waited for the shuttle for minutesA driver showed up between 4:pm and 4:pmHe assisted the other passengersHe then turned to me and said he could helpWhen I told him I was going to Evanston he said he could not assist meEven though the shuttle services EvanstonHe took by luggage back inside and told me to callWhen I advised him that there is no answer, he stated to let it keep ringing until someone answersHe then told me that if no one answers to take a taxiMy fair for the ride share on the shuttle would have been $with Go ExpressI had to take a taxi because no one would pick up and it cost me $I had to pay more money because the driver refused serviceThere was room on in the van and the company states they service that areaThe driver refused because he did not want to make a stop in EvanstonHe only wanted to go to downtown Chicago
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
I'm following up with our accounting department to find out about why their is a delay in processing your refund request
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ I believe that Mr. [redacted] has us confused with an airline. We do not have a record of Mr. [redacted] using our airport shuttle service either. Can you please find out if Mr. [redacted] used the Airport Express service. If he did use... the service, can he provide us with a confirmation number so that we can look up his information. Kindest regards, Robert [redacted] Vice President Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Correct. I was attempting to file the complaint against United Airlines.
Final Consumer Response / [redacted] (450, 5, 2014/04/07) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: The business is providing me with a full refund now
Initial Business Response / [redacted] (1000, 7, 2015/09/14) */ From: Stephanie [redacted] (mailto: [redacted] @airportexpress.com) Sent: Monday, September 14, XXXX X:XX AM To: Robert [redacted] Cc: Diane [redacted] Subject: RE: Revdex.com Unanswered Complaint Rob, Customer was refunded $on 7/21/Below is credit receipt GO AIRPORT SHUTTLE W 35TH STREET Chicago, IL XXX-XXX-XXXX Date: 7/21/Time: 3:30:34:PM:CDT Trans Type: Credit Transaction #: XXXXXXXXX Name: CHAKELL E [redacted] Account: [redacted] Exp Date: [redacted] Card Type: VISA Zip: XXXXX Entry: Manual Invoice #: XXXXXXX AuthCode: XXXXXX Result: Approved Message: APPROVAL Description _________________________ Amount: Tip Amt: _ _ _ _ _ _ _ _ Total Amt: _ _ _ _ _ _ _ _ I Agree to Pay Above Total Amount According to Card Issuer Agreement (Merchant Agreement if Credit Voucher) Signature X_________________________ Customer Copy Stephanie [redacted] Go Airport Shuttle Go Airport Express Financial Manager
Initial Business Response / [redacted] (1000, 8, 2014/09/09) */ Contact Name and Title: [redacted] ***, Vice Preside Contact Phone: XXX-XXX-XXXX Contact Email: ***@airportexpress.com We have been in contact with the customer and are willing to provide the customer with the requested 60,frequent flyer miles which we feel is fairWe feel that although we were late, the reservation was made in error and the customer could have noticed this as they received an email confirmationThe customer could have also found alternative transportation if they were concerned about our timelinessIt also appears the airline that the customer booked through would have put the customer on a later standby flight if they were notifiedInstead the customer contacted the airline that was operating the flight not the one in which the customer booked throughWe admit we are partially at fault but feel our offer of 60,frequent flier miles is fair Initial Consumer Rebuttal / [redacted] (3000, 11, 2014/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] has admitted they were at fault for the incidentThey have offered to replace the airline frequent flyer miles that we used to purchase our new ticket, but has NOT offered to repay us for the rebooking fees of $ We have offered to accept additional airline frequent flyer miles an alternative to a cash payment See attached file for additional correspondence Final Business Response / [redacted] (4000, 15, 2014/10/14) */ I went to update the case and it was placed on hold so I thought it best to email you an update on the caseWe offered Mr [redacted] and his traveling companion 30,American Airline frequent flier miles a free round trip on the [redacted] serviceMr [redacted] accepted the offer and we deposited the miles on October The passes are being mailed out today Sincerely, [redacted] Vice President - marketing [redacted] Continental Air Transport Co., Inc [redacted] Chicago, IL Phone: [redacted] Cell: [redacted] Fax: [redacted]