Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted][email protected]] Sent: Saturday, January 17, 2015 12:24 AMTo: [redacted].[redacted]@mokulelehawaii.comSubject: Moving forward for resolution
Aloha, Very early on I stated that Ms. [redacted] had been mislead. By mokulele's own statement, they have caught themselves in their own lie. [redacted] stated I was on the phone when [redacted] was offered and then declined seats for the earlier flight. I was already talking to customer service asking for resolution for that denied flight. How could we be denied a flight and then offered seats on that flight after the fact? We were not told upon check in anything about our flight being cancelled or us being bumped. It wasn't until two flights later that we were told to go back to the counter. It was only then we were informed. [redacted] says we checked in about nine, the second flight left at 10:30. That is an hour and a half. First Ms. [redacted] was told the employee "hastened" to tell us, then the story changed to everyone was told at check in. Neither of which is true. We told the employee we had unfrozen meat and that [redacted] would miss his work shift. I am willing to provide a copy of the disciplinary write up. I have acknowledged both in this complaint process and in the phone call we were upset. Mokulele's employees have omitted/ denied that we informed them of these things. We were upset because had we been told we could have made arrangements. I stated that at the beginning of this process. Ms. [redacted] was told at first "we" denied the earlier flight seats and chose to take the 12:15 flight, then it changed to only [redacted] established a time line that clearly shows we/he was not offered those seats as claimed. I was told at the counter we would be on the earlier flight. I hope Ms [redacted] will now the situation for what it is and make right the awful experience. The actions and decisions of the employee cost us loss of food and wages. We were told we would be on an earlier flight which would have negated these losses had we been on it. Mokulele does not want to accept responsibility because it is costly. We have already suffered these losses at the hands of an inept, untruthful employee. There was refrigeration for the meat that was not offered, we were promised an earlier flight that would have allowed him to make his shift. We were then denied that flight and by business accountability should be refunded the fare for the failure to make good on the commitment.
I am rejecting this response because:
In further review of Ms. [redacted]'s statement, there are other inaccurate statements. Our 10:15 flight was NOT cancelled due to mechanical problems. We were in line to board it because we were not told we were bumped. We watched it fly off the tarmac. We were told the 7:30 flight was cancelled thus resulting in reassignment of the 7:30 passengers.
I would like an explanation of how "hastening" to tell us our flight was cancelled was an hour in duration and NOT at the time of check in. Again, the flight with mechanical problems was the flight at 7:30 am. This Mokulele employee had been reassigning passengers all morning long according to her statement to us. In addition, we stood in line for our flight, and the following flight only to be turned away both times before we were told we would not be on the following flight but the flight after that. It was at that time we did say it was unacceptable BECAUSE WE HAD UNFROZEN MEAT AND [redacted] WOULD MISS HIS WORK SHIFT. The employee could/would not offer any explanation other than she was "too busy" to let us know. With the new knowledge refrigeration was available to us and not offered after notifying her, I am again asking for compensation of the meat.
It is becoming clear to me that perhaps Ms. [redacted] has been mislead by the employee upon asking her about the situation. [redacted] continues to fly frequently on Mokulele airlines. He will again be going to Kona next week and is willing to meet with Ms. [redacted] and the employee to discuss the accuracy of the events.
Complaint: [redacted]
I am rejecting this response because:
The audio copy will not play on my [redacted]. Please provide another format or a written transcript.
[redacted]'s accounting is not accurate. There was not a long line there were 2 parties in front of us. We did not check in with another couple. We were not told that anything was amiss. That is why we went to the side to wait. When we went to board we were told that we would be on the next flight. We went to board that flight and we're told there was a problem and to go to the counter. It was only then we were told we were bumped. We were very upset at this news. When pressed, the counter girl said she was "too busy" to tell us. [redacted] heard this.
[redacted] continued to be upset. I told him to sit down. It was clear neither [redacted] or the counter girl were going to make any attempt to remedy the situation so I remained at the counter. It was then I asked her to talk to her supervisor. She went and smoked a cigarette, came back and offered me a $4 refund. I declined it. She said she would put us on the next flight (11:30). I took her at her word and sat down. When it came time to board that flight she quietly walked up to US and said we would not be getting on that flight. It was then I walked away to make the customer service call. [redacted] states [redacted] declined the earlier flight AFTER WE WERE TOLD WE WERENT GOING TO BE ON IT.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We were told the 7:30 flight was cancelled. Again, this is inaccurate if not deliberately misleading information we were given at the time. It is also irrelevant to the claim basis. Our losses were due to decision making of the Mokuele employee.
We, in NO WAY agreed to the 12:15 flight. It is illogical that we agreed to it, then turned around and filed a complaint. Following this thought, IF we agreed to the 12:15 flight why would I call customer service to ask for resolution PRIOR to the 12:15 leaving? We we were PROMISED the earlier flight and NOT allowed on it. I am AGAIN asking for the transcript of my customer service call that was made PRIOR to the 12:15 flight. In that call I specifically stated twice that if no resolution could be made at that time, I would be filing a complaint with the Revdex.com. I spoke with [redacted] (sp).
We let the counter clerk know that we had perishables. We have since learned we could have saved the meat however the Mokulele employee failed to offer that service. Our loss of perishables and wages were due to the decisions of the Mokulele employee. The employee made a promise of an earlier flight which she did not follow through on, and did not offer on-sight accommodations for the meat. THIS is what my claim is based on, not the flight scheduling. Had we been on the flight we were PROMISED neither loss would have occurred. I am asking for refund of the ticket purchase because we were not allowed on the flight we promised.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Dear Ms. [redacted], We are awaiting a reply from our Call Center Supervisor for a recording. Will advise accordingly. Regards, [redacted] Director of Customer Care 300 Rodgers Blvd. Honolulu, HI 96819 Contact: 808.333.1007
Aloha,Because Mr. [redacted] did not acquiesce to our request for a receipt of his original suitcase, Mokulelle Airlines has agreed to reimburse him for the cost of a replacement bag less a 10% deduction for "fair wear and tear" of his suitcase.
An email has been sent to...
Mr. [redacted] asking him to provide a copy of the replacement suitcase receipt and a mailing address to which a check can be sent.
[redacted]
Director of Customer Care
[redacted]
** [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted][email protected]] Sent: Saturday, January 17, 2015 12:24 AMTo: [redacted].[redacted]@mokulelehawaii.comSubject: Moving forward for resolution
Aloha, Very early on I stated that Ms. [redacted] had been mislead. By mokulele's own statement, they have caught themselves in their own lie. [redacted] stated I was on the phone when [redacted] was offered and then declined seats for the earlier flight. I was already talking to customer service asking for resolution for that denied flight. How could we be denied a flight and then offered seats on that flight after the fact? We were not told upon check in anything about our flight being cancelled or us being bumped. It wasn't until two flights later that we were told to go back to the counter. It was only then we were informed. [redacted] says we checked in about nine, the second flight left at 10:30. That is an hour and a half. First Ms. [redacted] was told the employee "hastened" to tell us, then the story changed to everyone was told at check in. Neither of which is true. We told the employee we had unfrozen meat and that [redacted] would miss his work shift. I am willing to provide a copy of the disciplinary write up. I have acknowledged both in this complaint process and in the phone call we were upset. Mokulele's employees have omitted/ denied that we informed them of these things. We were upset because had we been told we could have made arrangements. I stated that at the beginning of this process. Ms. [redacted] was told at first "we" denied the earlier flight seats and chose to take the 12:15 flight, then it changed to only [redacted] established a time line that clearly shows we/he was not offered those seats as claimed. I was told at the counter we would be on the earlier flight. I hope Ms [redacted] will now the situation for what it is and make right the awful experience. The actions and decisions of the employee cost us loss of food and wages. We were told we would be on an earlier flight which would have negated these losses had we been on it. Mokulele does not want to accept responsibility because it is costly. We have already suffered these losses at the hands of an inept, untruthful employee. There was refrigeration for the meat that was not offered, we were promised an earlier flight that would have allowed him to make his shift. We were then denied that flight and by business accountability should be refunded the fare for the failure to make good on the commitment.
Sincerely,
[redacted]
I am rejecting this response because:
In further review of Ms. [redacted]'s statement, there are other inaccurate statements. Our 10:15 flight was NOT cancelled due to mechanical problems. We were in line to board it because we were not told we were bumped. We watched it fly off the tarmac. We were told the 7:30 flight was cancelled thus resulting in reassignment of the 7:30 passengers.
I would like an explanation of how "hastening" to tell us our flight was cancelled was an hour in duration and NOT at the time of check in. Again, the flight with mechanical problems was the flight at 7:30 am. This Mokulele employee had been reassigning passengers all morning long according to her statement to us. In addition, we stood in line for our flight, and the following flight only to be turned away both times before we were told we would not be on the following flight but the flight after that. It was at that time we did say it was unacceptable BECAUSE WE HAD UNFROZEN MEAT AND [redacted] WOULD MISS HIS WORK SHIFT. The employee could/would not offer any explanation other than she was "too busy" to let us know. With the new knowledge refrigeration was available to us and not offered after notifying her, I am again asking for compensation of the meat.
It is becoming clear to me that perhaps Ms. [redacted] has been mislead by the employee upon asking her about the situation. [redacted] continues to fly frequently on Mokulele airlines. He will again be going to Kona next week and is willing to meet with Ms. [redacted] and the employee to discuss the accuracy of the events.
~ [redacted]
Complaint: [redacted]
I am rejecting this response because:
The audio copy will not play on my [redacted]. Please provide another format or a written transcript.
[redacted]'s accounting is not accurate. There was not a long line there were 2 parties in front of us. We did not check in with another couple. We were not told that anything was amiss. That is why we went to the side to wait. When we went to board we were told that we would be on the next flight. We went to board that flight and we're told there was a problem and to go to the counter. It was only then we were told we were bumped. We were very upset at this news. When pressed, the counter girl said she was "too busy" to tell us. [redacted] heard this.
[redacted] continued to be upset. I told him to sit down. It was clear neither [redacted] or the counter girl were going to make any attempt to remedy the situation so I remained at the counter. It was then I asked her to talk to her supervisor. She went and smoked a cigarette, came back and offered me a $4 refund. I declined it. She said she would put us on the next flight (11:30). I took her at her word and sat down. When it came time to board that flight she quietly walked up to US and said we would not be getting on that flight. It was then I walked away to make the customer service call. [redacted] states [redacted] declined the earlier flight AFTER WE WERE TOLD WE WERENT GOING TO BE ON IT.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We were told the 7:30 flight was cancelled. Again, this is inaccurate if not deliberately misleading information we were given at the time. It is also irrelevant to the claim basis. Our losses were due to decision making of the Mokuele employee.
We, in NO WAY agreed to the 12:15 flight. It is illogical that we agreed to it, then turned around and filed a complaint. Following this thought, IF we agreed to the 12:15 flight why would I call customer service to ask for resolution PRIOR to the 12:15 leaving? We we were PROMISED the earlier flight and NOT allowed on it. I am AGAIN asking for the transcript of my customer service call that was made PRIOR to the 12:15 flight. In that call I specifically stated twice that if no resolution could be made at that time, I would be filing a complaint with the Revdex.com. I spoke with [redacted] (sp).
We let the counter clerk know that we had perishables. We have since learned we could have saved the meat however the Mokulele employee failed to offer that service. Our loss of perishables and wages were due to the decisions of the Mokulele employee. The employee made a promise of an earlier flight which she did not follow through on, and did not offer on-sight accommodations for the meat. THIS is what my claim is based on, not the flight scheduling. Had we been on the flight we were PROMISED neither loss would have occurred. I am asking for refund of the ticket purchase because we were not allowed on the flight we promised.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Dear Ms. [redacted], We are awaiting a reply from our Call Center Supervisor for a recording. Will advise accordingly. Regards, [redacted] Director of Customer Care 300 Rodgers Blvd. Honolulu, HI 96819 Contact: 808.333.1007
Aloha,Because Mr. [redacted] did not acquiesce to our request for a receipt of his original suitcase, Mokulelle Airlines has agreed to reimburse him for the cost of a replacement bag less a 10% deduction for "fair wear and tear" of his suitcase.
An email has been sent to...
Mr. [redacted] asking him to provide a copy of the replacement suitcase receipt and a mailing address to which a check can be sent.
[redacted]
Director of Customer Care
[redacted]
** [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]