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Delaware Express Shuttle, Inc.

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Delaware Express Shuttle, Inc. Reviews (5)

Thank you for your valuable feedback. We are still researching the issue. It appears that the original trip was booked through Go Airport Shuttle and later changed during a conversation between the client and Delaware Express Shuttle. Afterwards, for some unknown reason the
reservation reverted back losing the changes. We have a ticket into GO Airport Shuttle and we are still waiting for answers. Today, we escalated our request to their customer service manager for resolution. In the meantime, our manager has extended a free trip in December.We look forward to an amicable resolution. Thank you for your patience while we continue to research the reservation details with the national reservation center
Best regards,
*** ***
***

Once GO National (company that the customer actually booked the ride with) responded, *** ***, (Operations Manager Delaware Express) spoke with the customer. The customer accepted the proposed resolution (full refund by GO Airport Shuttle and a complimentary ride provided by Delaware Express Shuttle. Please note that these are two separate companies which probably added to some of the confusion and delayed responseFurther details below:
On Oct 27th Mr*** contracted with GO Airport Shuttle, Inc. (GO) for roundtrip service to/from Philadelphia International Airport GO referred the trip to Delaware Express (DES). The trip to the airport was fulfilled without incident. On Nov 3rd Mr*** contacted Delaware Express about changing pickup to BWI from PHL, the change also involved a pitime change. Unfortunately, later that day the GO computer network automatically reset the pitime to the original schedule, with no human involvement. The dispatcher on duty was unaware of this activity and dispatched a vehicle at the original time, which was then marked as a “no show.” Mr*** showed up the time he had confirmed with DES (but had been overwritten in the system) and no one was there
DES has met with GO about this computer issue and they are taken measure to prevent a repeat of this type incident. Further we extended our sincere regrets to Mr*** and offered him a complimentary future trip. GO, who had been the company to charge his credit card, has agreed to full refund his fare
*** ***
*** * ***

We apologize for the inconvenience. Our operations manager will research the matter and get back to you. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
 
Based on the disgraceful treatment I've thus far received from'managenent', I'm not comfortable taking anything on faith with this company. When I have received a refund for the services never rendered I will be satisfied. The one and only conversation I had with the management in looking for resolution was very nasty - I was blamed for the incident. And since then there has been zero follow up until I contacted the Revdex.com. 
Regards,
[redacted]

Review: I engaged Delaware Express Shuttle to pick us up from PHL airport on January 29, 2015 at approx. 10 PM. We collected our luggage at baggage claim and notified Delaware Express as instructed. It took 12 minutes for our request to be picked up to even be acknowledged, and then it took another 20 minutes to actually be picked up. So we waited a total of 32 minutes to be picked up. While waiting, I called the company and spoke to a "customer service representative" who was rude and unhelpful. She said that it usually took no longer than 10 minutes from the time that the request was acknowledged, but she could not tell us why it was taking so long or how much longer it would be. I told her I wanted a rfefund and she said, "Yeah, I thought so." She told us a manager would call us back but no one ever called. I will not use this service again. I want a refund for being kept waiting too long and for being treated rudely by the "customer service rep" who really needs to find another job that does not involve contact with customers.

Business

Response:

We apologize for the inconvenience. Our operations manager will research the matter and get back to you. Thank you.

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Description: AIRPORT TRANSPORTATION, LIMOUSINE SERVICE, SIGHTSEEING TOURS, TOURS-OPERATORS & PROMOTERS, SHUTTLE BUS, TRANSPORTATION SERVICES, MOTORCOACH COMPANIES

Address: 2825 Ogletown Road, Newark, Delaware, United States, 19713

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