NYC Airporter

Review: On 5/**/14 my husband and I purchased 2 bus tickets on the NYC Airporter from JFK airport to Manhattan. (This service had been recommended to us by the Travel Info counter as more convenient alternative to taking the subway.) The bus did not leave the airport until over one hour later, leaving many customers upset that they would miss their travel connections. In addition to this one hour delay (the entire trip itself should take less than one hour!), the door of the luggage compartment opened along the way spilling over 20 bags along the highway, and the bus had to stop on the highway in the Bronx. It was mayhem -- passengers whose bags had fallen out walked up to a mile down the highway to search for them, pick them up and bring them back. We were among the fortunate whose suitcases remained on the bus. We waited about half an hour as panic erupted, and when we realized that we were about to miss our next bus home, we finally hailed a cab for $45. At that point, there was no sign that the bus would be going anywhere in the near future.

I wrote to [redacted] on 5/**/14 requesting that we be reimbursed for our tickets since we never made it to our end destination and included a copy of our receipt but I received no response.

This service is an absolute rip-off and a shame to our public transit system.

Thank you for your assistance in making this complaint public.Desired Settlement: We would like to be refunded for our tickets ($32) and for our cab ride ($45) for a total of $77.

Business

Response:

Good afternoon,

A refund request was never received. This is the 1st attempt. Refunds are issued via cheque.

The request for the tickets has been submitted.

Regards,

Review: 2 round trip tkts were purchased on the day my flight was leaving JFK. The driver of the bus left 10 minutes early and I had to take a taxi. I requested a refund 3 times in writing and they said they would mail me a paper check in 2 weeks. It's been a month and a half and still no check and no response.Desired Settlement: I want my refund and their refund policy needs to change. We should not have to wait 2 weeks for a refund which is now a month over due.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On December [redacted]at 6 pm, I purchased a ticket from an NYC Airporter bus driver from John F. Kennedy Airport in New York City to Newark Airport in New Jersey. My ticket information (from the receipt) is as follows:

Rec #: 3289

Termin. #: [redacted](the last two digits could be 85)

Locat: JFK Term 2

Agent: (**) Mark

Tix #: [redacted](the last two digits could be 88)

The ticket clearly states One Way From: JFK To: EWR. And, as I said, it was purchased from the bus driver, so there was no mis-communication on that end.

The bus never made it to Newark. Most of the passengers got off the bus before me, and eventually the only passengers there were myself and a Chinese tourist who was also going to Newark. The bus driver very unceremoniously kicked us out of the bus by the Empire State Building, saying that the bus was turning around because it had to go back to JFK. I waited two hours in the freezing cold thinking perhaps there was something wrong with the bus and another one would be coming, but no. I eventually had to pick up NJ Transit and finally got to Newark Airport nearly three hours late.

This sort of treatment is unacceptable. In addition, because I am German and the other passenger was Chinese, I can only assume that this terrible treatment by the company was at least partially due to the fact that both of us were foreign and they felt they could do whatever to us because neither of us had the wherewithal to do anything about it. So rather than honoring the terms of service--and actually driving the bus to Newark Airport--they took our money and abandoned us out in the middle of Manhattan.Desired Settlement: First, I would like an apology from the company and the assurance that this will not happen again; likewise, I would like NYC Airporter to take this issue up with the driver.

Second, as I was unceremoniously abandoned in NYC, I would like a refund for my ticket to Newark as well as the costs I incurred by finishing my journey with NJ transit. These costs are as follows:

One-way ticket: $24

NJ Transit NY Penn to Newark Airport Adult One-way ticket: $12.50

Total: $36.50

Consumer

Response:

At this time, I have not been contacted by NYC Airporter regarding complaint ID [redacted].

Sincerely,

Consumer

Response:

At this time, I have not been contacted by NYC Airporter regarding complaint ID [redacted].

Sincerely,

Review: We arrived In JFK airport, from LAX, around 4 P.M. Saturday June [redacted], 2013 from JetBlue Airlines. We took the NYC Airporter to Grand Central Station. We were the first people to be seated inside of the shuttle. The driver took our luggage and loaded it into the rear of the shuttle and seated us. After unloading all luggage at the Grand Central Station one out of two of our luggage was missing.The bus number was [redacted] and the license plate of the shuttle was [redacted]. After inspection of the rear of the shuttle the luggage was condemned as lost. After many multiple conversations with the representative from NYC-Airporter ,[redacted] ###-###-####, and [redacted] who never replied back to me.[redacted] notified me that my luggage was no-where to be found and told me to contact the company again regarding reimbursement of my missing items/luggage. NYC Airporter has been contacted again multiple times through email, but with no response. The list of missing items has been provided to the Company but we have not received any reply from them. We have a copy of all emails and the telephone logs made to NYC Airporter. Please help us find justice.Desired Settlement: Refund the cost of lost items.

Review: I purchased a round trip ticket from Port Authority to La Guardia airport. On my return portion, at 11:15 PM on a Sunday, the dispatcher and driver refused to honor my ticket, which clearly stated I was to be taken to Port Authoruty, and dropped me off at Grand Central Station. Their excuse, thare was a parade during the day. At this point it is already 11:40 PM and I had to walk into Grand Central and figure out how to get to Port Authority to catch a bus to New Jersey. All this while carrying my bags and limping due to a bad knee. Needless to say that the driver's and dispatcher's customer service skills would be better served at a fascist revolt where their intimidating tactics would go a long way.

Driver of bus 607 and dispatcher at terminal B in front of the AA entrance.Desired Settlement: I would like to get a refund of $10 for their terrible service and their intimidation tactics.

Business

Response:

We do apologize for the inconvenience. Please provide a complete mailing address for the refund.

Regards,

Review: I purchased a trip on 01/**/2014 for me and my family from LGA to JFK . The driver loaded my family luggages (5+baby stroller) in front of us along with luggages for other passengers. When we arrived at JFK terminal 1 at 12:10pm we got off the bus, the driver unloaded four bags and left. We realized that one bag was missing and started yelling for him to stop the bus.But he was on his way to drop other passengers on terminal 4. So we ran inside to ask the representative of Airporter to call the driver back with our bag. I was told that they could not do it directly and that we needed to wait for him to come back on the next trip. Then I was told only "dispatch" could ask the driver about the bag. I waited for 48 mins then the same driver came back and I walked outside with the Airporter representative in terminal 1 to inquire about our luggage. The driver said he already told "dispatch" he did not have a bag. I told the driver how important it was for my family to find that bag but he said he did not know what I talking about and repeated he had to go since he did not have my bag.

All in all, the contents of the luggage were an original birthday certificate, employment documents, laptop computer, Canon T4 camera, baby food and clothes.

Because of the value of those items, we decided to check with all 8 terminals and each time asked Airporter personal about the missing luggage to no avail.

I called ###-###-#### and asked to speak to someone who could help me and was told only a [redacted] could do that. I waited with an Airporter agent for a [redacted] to arrive in terminal 1 for 2 hours and no one came. Around 3:50pm I decided to call again and spoke to a lady (named [redacted]) who said she was a [redacted] but told me that the company is not responsible for anything and declined to give me further assistance besides listening to what I had to say. During all this time, I never received a reference number or confirmation that this issue will be investigated somehow. The next day on 01/**/2014 I used the feedback form of the Airporter website to send an email regarding this issue. As of today, I did not hear back from anyone.

I don't need to express how disruptive and emotionally stressed this episode is for our family. We were on our way to a long trip overseas and had to change plans.Desired Settlement: In this case, we feel the business is responsible because the driver did not deliver all the bags we loaded on the bus. Once the luggage and bags are loaded on the bus, as passengers, we lose sight of them until we get off at our destination. Therefore, there is the possibility that the luggage might have been unloaded by mistake to another passenger before or after us (During some of the stops in the terminals).

We did not forget or loose our luggage rather our luggage was misplaced by the driver and that's the reason why we are seeking some form of reparation for our missing properties.

Business

Response:

We do sympathize with the situation and the loss of valuable possessions. Unfortunately, we are not responsible for lost luggage. The drivers do not know which bag belongs to which passenger. It is the travelers responsibility to take their bags. If another passenger takes the wrong luggage, we can only wait for said person to contact us in order for us to make arrangements to have the luggages picked up and returned to its rightful owner. However, if we are not contacted, there is no way for us to track down the passenger, as we are a first come first come basis. Alot of the passengers are "walk-ups" and purchase their tickets on the spot with cash.

In this instance, there were no bags left on the vehicle, so it had to be taken by another passenger. To date, they have not contacted us. If and when they do, we will do all we can to return the luggage.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

By purchasing a ticket with Airporter NYC, we believed we entered into a contract to carry us and our luggage to the agreed destination. The responsibility and care of our bags was left to the driver while the vehicle was in motion since no passenger has access to the storage area on the back of the shuttle. As a passenger we relied in good faith on the company (driver) to take us to our destination along with our bags.

In this case since our luggage were stored in an area that was only accessible to the driver, we therefore cannot transfer that responsibility to an X passenger with whom we have no business/contract. If there is a gap within the business practices of the organization, they may have the opportunity to update it by matching tags on the bags with the passenger (prior to their release) as other transportation/bus companies are already doing.

In the meantime, we are not satisfied with the response and are still seeking relief.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I am in receipt of your information and it has been forwarded to the personnel who handles insurance claims. They will be in touch shortly.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[As of today, I have not been contacted by anyone from the business contrary to what the representative of the business claimed on 04/**/2014. This is the third time I've been told to expect to be contacted by someone from the Insurance/Claim department. However, nothing has ever happened]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I bought a ticket from Newark airport to LaGuardia and entered in my credit card information and email. The transaction was processed and I was taken to the confirmation page, but I still did not receive the confirmation email 3 hours after I purchased my ticket. When I called customer service, they said they could not find my reservation even though my credit card had already been charged. When I called back a very rude customer service representative told me not to talk in the tone and language I was using just because I asked what the [redacted] was going on, instead of being understanding and accommodating. She then transferred me to the wrong company (Super Shuttle), making me waste my time by explaining the whole situation just to have that customer representative tell me it was not the right business. When I was transferred back to NYC Airporter, they hung up on me. Then when I tried to call back from the same number, they put me on hold for another 5 minutes before I had to hang up because I had to get on another bus. Absolutely unprofessional and terrible customer service.Desired Settlement: I want the charge on my credit card to be refunded, and for them to reimburse my other transportation fee incurred because they lost my reservation.

Business

Response:

Good afternoon,

Unfortunately we can not refund the credit card. However a cheque can be mailed out to you for your ticketed amount. Shall it sent to the address provided in said complaint?

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

NYC Airporter is an irresponsible company. During my summer vacation, they lost my luggage and made promises to locate it before I boarded my flight. Needless to say, they did not locate my luggage and I had to make countless calls and e-mails in order to inquire if they had found my luggage. The manager stated that it would be returned because apparently the driver gave it to another passenger. After waiting almost two months, I submitted a claim because they never did locate my luggage. They asked for me to list all valuables lost and the total was estimated to be $900. However, they responded that at this time they could only provide $500. The entire situation was handled very poorly. I will not ever use their services again.

Review: On July **, 2015, I tried to purchase 2 one-way airport shuttle bus tickets from Grand Central Terminal to JFK. After the NYC Airporter representative swiped my credit card ($32 for 2 tickets), she said that the receipt/tickets did not print out correctly, and so she would have to re-swipe my credit card again as a second transaction and then void the first transaction. However, my credit card records currently show 2 purchase transactions of $32 each; the first transaction was not voided.

After having my credit card charged twice (for a total of $64 for 4 one-way tickets), my travel partner and I were the first 2 people in line at the Grand Central Terminal bus stop. However, the NYC Airporter bus driver permitted the back of the line to board first, and by the time we were able to get on the bus there were no seats available. The bus driver then indicated the bus could not depart unless all passengers were seated, so we were forced to leave the bus. At this point, we had to get a taxi to JFK since waiting for the next bus would cause us to miss our flight.

When we spoke with the supervisor at the bus station, he confirmed that the front of the line should have boarded first, but indicated that he was busy boarding another bus to LGA and therefore was not responsible for the mismanagement of the boarding of our bus to JFK. I then called NYC Airporter and the representative told me to request a refund by email.

On July **, 2015 evening, I sent an email to [redacted] in accordance with the instructions given to me by the representative on the telephone. I explained the situation in my email, and SayQuan F[redacted] of NYC Airporter indicated that on July **, 2015 the refund was processed and that it would take about 3-5 business days to post to my credit card. However, as of today, August **, 2015, my credit card statement does not show any refund or credit for the $64.Desired Settlement: Full refund of $64

Business

Response:

Good morning,Per our accounting dept. this card has already been refunded. We will double check our records.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My credit card has NOT been refunded. Attached is a copy of my credit card record showing the most recent transactions as of today, August **, 2015. There are 2 charges of $32 made on July **, 2015 for NYC Airporter, but no refund/credit from NYC Airporter is shown after that date. NYC Airporter has not provided any evidence of their processing my refund of $64 (= 2 x $32).Thank you for your help.

Sincerely,