Continental Air Transport

Initial Business Response /* (1000, 8, 2014/09/09) */
Contact Name and Title: *** ***, 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 /* (3000, 11, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** 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 /* (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*** and his traveling companion 30,American Airline frequent flier miles a free round trip on the ** *** serviceMr*** accepted the offer and we deposited the miles on October The passes are being mailed out today
Sincerely,
***
Vice President - marketing
** ***
Continental Air Transport Co., Inc
***
Chicago, IL
Phone: ***
Cell: ***
Fax: ***

We will investigate the situation and if appropriate, we will be happy to refund the $taxi cab ride so the customer is not out any money! Kind regards, *** ***

Thank you for reaching out to me regarding this complaint. When we contacted the customer, he said the matter had already been resolved and he had received his credit from the credit card company

Initial Business Response /* (1000, 5, 2015/01/26) */
Contact Name and Title: *** ***, 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11124441, and find that this resolution is satisfactory to meThe check can be sent to Ridge Avenue Apt D209, Evanston, IL
Sincerely,
Stephanie ***

Initial Business Response /* (1000, 7, 2014/05/27) */
GO is very sorry that Ms*** was unable to use the service and has not yet received a refundIt appears a request for a refund was requested on April 15, I am following up with our accounting department regarding issuing a
refund check in the amount of $
Initial Consumer Rebuttal /* (2000, 9, 2014/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the response from GO! regarding issuing a refund check in the amount of $to be sent to the following address:
*** ***
XXX-XXA *** ***
*** *** ***
*** ***
However, I expect a confirmation from the accounting department that the check has been sent (***@gmail.com) or I will reopen this caseIt seems the problem with the business is the lack of communication and diligence within the business
Thank you

Initial Business Response /* (1000, 8, 2014/08/26) */
Contact Name and Title: *** ***, Vice Preside
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@airportexpress.com
Thanks for following up and we apologize about the situationIt appears that a full refund was provided on August
8, for the $

Initial Business Response /* (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 /* (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.

Complaint: [redacted]
I am rejecting this response...

because:Still have not receive any phone call from the company about this matter. And still have not received payment. This is an incident that happened in September and its October and still have not yet being resolved. 
Sincerely,
[redacted]

Initial Business Response /* (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 $153 on 7/21/2015. Below is credit receipt.
GO AIRPORT SHUTTLE
1200 W 35TH STREET
Chicago, IL 60609
XXX-XXX-XXXX
Date: 7/21/2015 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: 153.00
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

Complaint: [redacted]
I am rejecting this response because:
Still have not receive any phone call from the company about...

this matter. And still have not received payment. This is an incident that happened in September and its October and still have not yet being resolved. 
Sincerely,
[redacted]

Initial Business Response /* (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 /* (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.

I was at O'Hare Airport on Friday February 5, 2016 trying to get back to campus. I wanted to take the Go Express Airport Shuttle because it offers a discount to [redacted] University students. When I got to the counter there was not an agent at the desk. There was a phone at the desk that stated you could call another desk for assistance. I used the phone several times but no one would answer. Another consumer tried to see if he could get someone on the phone. However, there was still no answer. I 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 assist. I waited for the shuttle for 30 minutes. A driver showed up between 4:00 pm and 4:30 pm. He assisted the other passengers. He then turned to me and said he could help. When I told him I was going to Evanston he said he could not assist me. Even though the shuttle services Evanston. He took by luggage back inside and told me to call. When I advised him that there is no answer, he stated to let it keep ringing until someone answers. He then told me that if no one answers to take a taxi. My fair for the ride share on the shuttle would have been $26 with Go Express. I had to take a taxi because no one would pick up and it cost me $51. I had to pay more money because the driver refused service. There was room on in the van and the company states they service that area. The driver refused because he did not want to make a stop in Evanston. He only wanted to go to downtown Chicago.

Final Consumer Response /* (450, 5, 2014/04/07) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
The business is providing me with a full refund now.

Initial Business Response /* (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 /*...

(2000, 8, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This business refunded the fare as I requested. I am completely satisfied with their response.

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]

The GO Group LLC has provided a refund of $15.99 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.

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 $25 which is the difference between our the cost of our service, $25, and the cost of the cab that you took, $51.  To what address can we send a refund check? Kindest regards, Robert [redacted]Vice President - marketingr[redacted]@airportexpress.com

We will investigate the situation and if appropriate, we will be happy to refund the $40 taxi cab ride so the customer is not out any money!
 
Kind regards,
 
[redacted]

Initial Business Response /* (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 /* (2000, 8, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This business refunded the fare as I requested. I am completely satisfied with their response.