Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted] ***
From: Jill Sent: Tuesday, April 4, 12:PM To: info Cc: Jill Subject: Case ID [redacted] [redacted] did indeed make a reservation with our company for travel from the Chicago area to Bloomington on 3/24/and returning on 3/26/ On March 22, we cancelled this run due to lack of ridership We called Mr [redacted] at 11:01AM on 3/at the following number, [redacted] and left a voice mail on his phone since he did not answer On March 24, 2017, we refunded Mr [redacted] $back to the card he used to make the charges I am terribly sorry if Mr [redacted] did not receive the call we left on his phone I do believe we made a valid attempt to let him know the service was cancelled With regards to the dispatcher, Lisa S [redacted] , she is a new employee and she was not aware that the Chicagoland bus had been cancelled I have since made her aware of where she needs to check to find this information I would be willing to give Mr [redacted] a one way free trip but I don’t believe we should have to provide a free round trip as we did make an effort to contact him Best, Jill I [redacted] Operations Manager Go Express Travel [email protected] 812-332-6004, ext
This is in response to Complaint #*** dated 08/11/filed against Go Express Travel concerning a refund request from one of our customers. The customer was issued a refund for her reservation and she should have record of it on her statement. Our refund process takes
anywhere from to business days from the date we receive a refund request formIn addition, there may be additional lag times due to the credit card providers’ processing times. We indicate our time frame on our refund request form so that customers are aware.
Our policy is that reservations are non-refundable and customers acknowledge this fact before they submit their reservation; however, in the case of delayed planes that arrive after our shuttle hours of operation, we do make exceptions and issue refunds. Because this is contrary to our policy, we do request that the customer complete and submit a refund request form so that we can have a “paper trail” that meets the due diligence standards of our processors
We apologize that on the night the customer arrived in Indianapolis, after our hours of operation, our answering service gave her erroneous information that someone would contact her in the morning. She should have been instructed to call our office during our office business hours of 8:am to 11:pm
We trust that our customer has received her refund; however, we will contact her by the phone number she provided in her complaint letter to make sure she hasWe do regret any duress she may have experienced because of our refund process. However, anytime there are exceptions to general policies (i.enon-refundable reservations) the process can end up being tedious.
As a side note, any time a customer does not receive shuttle service because of an error on our side such as overbooking or late arrival of the bus, the refund process is much less burdensome. In this particular case, the airline’s delayed flight was the cause of the unavailability of service and not a breech on our part
Thanks for allowing us to submit our response to the complaint. Please let us know if you need any additional information
Karen *** CPA, CGMA
Chief Financial Officer
Go Express Travel
812-332-x
From: Jill <[email protected]> Sent: Tuesday, April 4, 2017 12:01 PM To: info Cc: Jill Subject: Case ID [redacted] [redacted] did indeed make a reservation with our company for travel from the Chicago area to Bloomington on 3/24/17 and returning on 3/26/17. On March 22, 2017 we...
cancelled this run due to lack of ridership. We called Mr. [redacted] at 11:01AM on 3/22 at the following number, [redacted] and left a voice mail on his phone since he did not answer. On March 24, 2017, we refunded Mr. [redacted] $104.00 back to the card he used to make the charges. I am terribly sorry if Mr. [redacted] did not receive the call we left on his phone. I do believe we made a valid attempt to let him know the service was cancelled. With regards to the dispatcher, Lisa S[redacted], she is a new employee and she was not aware that the Chicagoland bus had been cancelled. I have since made her aware of where she needs to check to find this information. I would be willing to give Mr. [redacted] a one way free trip but I don’t believe we should have to provide a free round trip as we did make an effort to contact him. Best, Jill I[redacted] Operations Manager Go Express Travel [email protected] 812-332-6004, ext. 409
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted] ***
From: Jill Sent: Tuesday, April 4, 12:PM To: info Cc: Jill Subject: Case ID [redacted] [redacted] did indeed make a reservation with our company for travel from the Chicago area to Bloomington on 3/24/and returning on 3/26/ On March 22, we cancelled this run due to lack of ridership We called Mr [redacted] at 11:01AM on 3/at the following number, [redacted] and left a voice mail on his phone since he did not answer On March 24, 2017, we refunded Mr [redacted] $back to the card he used to make the charges I am terribly sorry if Mr [redacted] did not receive the call we left on his phone I do believe we made a valid attempt to let him know the service was cancelled With regards to the dispatcher, Lisa S [redacted] , she is a new employee and she was not aware that the Chicagoland bus had been cancelled I have since made her aware of where she needs to check to find this information I would be willing to give Mr [redacted] a one way free trip but I don’t believe we should have to provide a free round trip as we did make an effort to contact him Best, Jill I [redacted] Operations Manager Go Express Travel [email protected] 812-332-6004, ext
This is in response to Complaint #*** dated 08/11/filed against Go Express Travel concerning a refund request from one of our customers. The customer was issued a refund for her reservation and she should have record of it on her statement. Our refund process takes
anywhere from to business days from the date we receive a refund request formIn addition, there may be additional lag times due to the credit card providers’ processing times. We indicate our time frame on our refund request form so that customers are aware.
Our policy is that reservations are non-refundable and customers acknowledge this fact before they submit their reservation; however, in the case of delayed planes that arrive after our shuttle hours of operation, we do make exceptions and issue refunds. Because this is contrary to our policy, we do request that the customer complete and submit a refund request form so that we can have a “paper trail” that meets the due diligence standards of our processors
We apologize that on the night the customer arrived in Indianapolis, after our hours of operation, our answering service gave her erroneous information that someone would contact her in the morning. She should have been instructed to call our office during our office business hours of 8:am to 11:pm
We trust that our customer has received her refund; however, we will contact her by the phone number she provided in her complaint letter to make sure she hasWe do regret any duress she may have experienced because of our refund process. However, anytime there are exceptions to general policies (i.enon-refundable reservations) the process can end up being tedious.
As a side note, any time a customer does not receive shuttle service because of an error on our side such as overbooking or late arrival of the bus, the refund process is much less burdensome. In this particular case, the airline’s delayed flight was the cause of the unavailability of service and not a breech on our part
Thanks for allowing us to submit our response to the complaint. Please let us know if you need any additional information
Karen *** CPA, CGMA
Chief Financial Officer
Go Express Travel
812-332-x
From: Jill <[email protected]> Sent: Tuesday, April 4, 2017 12:01 PM To: info Cc: Jill Subject: Case ID [redacted] [redacted] did indeed make a reservation with our company for travel from the Chicago area to Bloomington on 3/24/17 and returning on 3/26/17. On March 22, 2017 we...
cancelled this run due to lack of ridership. We called Mr. [redacted] at 11:01AM on 3/22 at the following number, [redacted] and left a voice mail on his phone since he did not answer. On March 24, 2017, we refunded Mr. [redacted] $104.00 back to the card he used to make the charges. I am terribly sorry if Mr. [redacted] did not receive the call we left on his phone. I do believe we made a valid attempt to let him know the service was cancelled. With regards to the dispatcher, Lisa S[redacted], she is a new employee and she was not aware that the Chicagoland bus had been cancelled. I have since made her aware of where she needs to check to find this information. I would be willing to give Mr. [redacted] a one way free trip but I don’t believe we should have to provide a free round trip as we did make an effort to contact him. Best, Jill I[redacted] Operations Manager Go Express Travel [email protected] 812-332-6004, ext. 409
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]