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Key West Express, LLC

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Reviews Key West Express, LLC

Key West Express, LLC Reviews (1)

I wish I could be writing this review with a "5", but the reality is I can't because I never got the chance. I bought two adult "advance purchase" non-refundable roundtrip tickets for a total of $281 for a Friday-Saturday overnight visit to Key West. This was part of a vacation to SW FL in late January 2016, which I would imagine is not an unusual use of the KWE ferry. Alas, the marine forecast for the area that weekend turned poor (thunderstorms, not a rare weather phenomenon for south Florida.. but I digress), so KWE notified us via two emails that they were cancelling both portions of our trip.I called as directed to inquire about a refund, given that it was KWE who cancelled the trips- not me. I was informed by the employee that my fare was non-refundable **even when cancelled for any reason by the company**. To add insult to injury, she then informed me that I could use my credit balance within two years, but that would require the deduction of an additional service fee of $25 per ticket.. from the $281 I already paid them for 2 tickets THAT *THEY* CANCELLED!!!! I understand "no refund" ticketing rules, but even airlines don't charge a re-booking fee (and often offer full refunds) when they are the ones who cancel a ticket(s)! If you are going to take a gamble and use this ferry, be forewarned that you risk imperfect weather costing you at minimum an additional $25 per ticket, or as in my case, the whole balance you paid! As it turns out, I also lost the $250 hotel room I had paid for, as that cancellation refund date had passed by the time the ferry was cancelled less than 24 hours before boarding. It is not as if one can easily just change or extend hotel bookings in Key West at the height of the winter season(!) I don't know if our future vacation travel plans will ever bring us back to SW FL, as we don't tend to return to places we've already been as a rule. It's a safe bet we probably won't plan a whole vacation back to the area in the next 2 years just to try and make use of my $230 "credit" (after the additional $50 rip-off "service" fee) to take a ferry to Key West. A total lack of competition for this novelty service, and taking advantage of marine-naive and recourse-less one-time visiting tourists, is apparently a profitable business model! As if to be even ruder to me as I declared my flabbergasted beffudlement on the phone, the employee told me I could "gift" my balance to someone if I weren't able to return myself and use it... as if I have a rolodex of people who are awaiting the opportunity to buy ferry tickets from Fort Myers to Key West?! Thanks KWE for costing me $500 for nothing, and having the worst customer-friendly policy of ANY company I have ever dealt with. I'll eat the $250 hotel room as gambling loss, but there's no justifiable reason for your no refund policy when YOU cancel the service I paid for. The $25 per ticket fee to theoretically re-schedule a future booking under these circumstances is just an incredulous abuse of fine print and diversion of risk.

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Address: 4400 Rickenbacker Causeway, Miami, Florida, United States, 33149

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www.keywestexpress.us

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