Davis Airporter

Per your request, regarding Ms. Hunter's claim, I am e-mailing you the information you requested about the legality of the Davis Airporter's service for November 8, 2014 requested by Ms. Hunter. You will find that our company is providing her with a reasonable accommodation to Ms. Hunter's need by...

offering to transport her on taxi cab service.  You will find the information on The Department of Justice website ( www.departmentofjustice.gov /ADA service animals.)

Review: I called to arrange a shuttle from the airport back to my house more than 24 hours in advance. I was told that the schedule was already set and that I would have to wait about 30 minutes at the airport before we could leave. I said that I would think about it and call them back. I called them back and then was told that there were two shuttles leaving 15 minutes apart and figured that I would be on my way within 25 minutes of landing. I was wrong. The shuttle didn't leave the airport until 52 minutes after I had called to let them know I had my baggage. Neither time I called, was I told that I would have to wait more than 30 minutes. I waited almost an hour to leave the airport and no indication was given. When I tried to resolve this with the company, they were rude and completely unhelpful -- the manager even said that if I don't like their service I should use super shuttle instead.Desired Settlement: I want a refund or at least compensation for my next one-way trip with Davis Airporter. I love that this is a local business and I want to do my best to support local businesses.

Business

Response:

To Whom it may concern: On 10/1/15 Miss [redacted] called to complained about the service The Davis Airporter had provided her on 9/30/15. I asked the dispatcher who took the reservation about it, and found out that he had followed company's policy when booking the reservation. Everyday in the morning the schedule for the next day is done, and drivers are notified the times they are working the next day. After the schedule is completed if any passenger calls to make reservations for the next day, they need to be notified if there will be a wait time after they pick-up their luggage. In this case Miss [redacted] was notified she would have to wait for other passengers. I understand there was a misunderstanding from her part, and for that reason I offered her a $10.00 discount next time she travels with The Davis Airporter. I am attaching a statement from the dispatcher who booked her reservation. Please feel free to contact me if you have any questions at [redacted] or [redacted].Sincerely, [redacted]

Consumer

Response:

I am rejecting this response because: I asked the dispatcher twice to clarify and both times he said that there were going to be two shuttles and the longest period I would have to wait was roughly 30 minutes. At no point was I told that Davis Airporter would expect me to wait 52 minutes to leave the airport. The manager has not come up with a solution in which I'm satisfied with. I was handcuffed by the Davis Airporter. Had I chose to get out of the van after waiting 30 minutes, I would still have been charged for the ride even though they did not deliver on their 30 minute wait limit. This comes down to resolving a "he-said / she-said" dispute. The dispatcher told me one thing but is now not taking responsibility for the things he said and the manager refuses to believe me. She was rude, refused to provide me with an emailed confirmation of this discount I was offered, and hung up on me -- she made it personal.

Review: Davis transporter has driven me to and from SFO and SMF airports for years. Since I travel with my therapy dogs, I suffer from PTSD and some other issues. Last March before picking me up the requested another note from my Doctor stating I needed the dogs when I travel. Yesterday they called and told me they would not allow the service dogs, which are kept in a carrier so not to bother others, but would only take them in a taxi at a cost of $55.00 instead of the $21.00 charged to others for transportation to Sacramento airport. I know this is against the law, but they stated they did not care.Desired Settlement: I would like them to follow the law and pick me up on November 8 and take me to the airport

Business

Response:

Per your request, regarding Ms. Hunter's claim, I am e-mailing you the information you requested about the legality of the Davis Airporter's service for November 8, 2014 requested by Ms. Hunter. You will find that our company is providing her with a reasonable accommodation to Ms. Hunter's need by offering to transport her on taxi cab service. You will find the information on The Department of Justice website ( www.departmentofjustice.gov /ADA service animals.)