Continental Air Transport

Initial Business Response /* (1000, 5, 2015/01/26) */
Contact Name and Title: [redacted], Vice Preside
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@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...

her. From the information that the customer is providing, she is claiming that we have already charged her for the $75. I have emailed the customer asking for clarification as we would like to resolve this right away.

Initial Business Response /* (1000, 8, 2014/09/09) */
Contact Name and Title: [redacted], Vice Preside
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@airportexpress.com
We have been in contact with the customer and are willing to provide the customer with the requested 60,000 frequent flyer...

miles which we feel is fair. We feel that although we were late, the reservation was made in error and the customer could have noticed this as they received an email confirmation. The customer could have also found alternative transportation if they were concerned about our timeliness. It also appears the airline that the customer booked through would have put the customer on a later standby flight if they were notified. Instead the customer contacted the airline that was operating the flight not the one in which the customer booked through. We admit we are partially at fault but feel our offer of 60,000 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.)
[redacted] has admitted they were at fault for the incident. They 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 $657.
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 case. We offered Mr. [redacted] and his traveling companion 30,000 American Airline frequent flier miles a free round trip on the [redacted] service. Mr. [redacted] accepted the offer and we deposited the miles on October 10. The passes are being mailed out today.
Sincerely,
[redacted]
Vice President - marketing
[redacted]
Continental Air Transport Co., Inc.
[redacted]
Chicago, IL 60609
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 $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 - marketing
r[redacted]@airportexpress.com

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.

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

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

for the $102.

Initial Business Response /* (4001, 15, 2015/10/28) */
The customer made two reservations totalling $228.44. The first reservation was for the trip on 9/1. The second was for the return trip on 9/6. Continental Air Transport / GO Airport Express has refunded both trips for a total refund of...

$228.44. This is more than what the customer is desiring of $190.00. We will not be refunding an additional $190.00.

Initial Business Response /* (4001, 15, 2015/10/28) */
The customer made two reservations totalling $228.44. The first reservation was for the trip on 9/1. The second was for the return trip on 9/6. Continental Air Transport / GO Airport Express has refunded both trips for a total refund...

of $228.44. This is more than what the customer is desiring of $190.00. We will not be refunding an additional $190.00.

Initial Business Response /* (1000, 8, 2014/11/26) */
Contact Name and Title: [redacted], Vice Preside
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@airportexpress.com
We've refunded the $74 to Mr. [redacted].

I'm following up with our accounting department to find out about why their is a delay in processing your refund request.