Salt Lake Express

I spoke with [redacted] regarding her feelings about our refund policyI did my best to console her but she got very frustrated and, at that time, did not understand that she would not lose her moneyEach time I would try to speak she would interrupt what I was saying and then compare us to airlines and their policiesHowever, since this complaint has been made, she was called our company and set up another round trip reservation for her husband to travelAnd the credit from the previous reservation was usedI apologize she felt taken advantage of but I think she just misunderstood what our policy is And in the end she is still using our service in a few days and did not have to pay any additional money

Dear Revdex.com, First and foremost we apologize to [redacted] for the delayed shuttle We understand that any delay can cause unnecessary stress and frustration Because unforeseen delays can happen in the travel industry we encourage passengers to book their reservations who have flights to arrive at least hours prior to their flight By planning ahead passengers can make sure they would have plenty of time to arrive, cheand make it through the airport security lines Even if the shuttle arrived on time, she would have still had to rush catch her flight and hope that the security lines weren’t long Before receiving this complaint we did reach out to her [redacted] and resolved her concerns by issuing a refundShe had also put a message on social media in which we addressed that as well Although she said she would never use our company again, she did on August 16th Sincerely, Salt Lake Express Customer Service

I spoke with [redacted] regarding her feelings about our refund policy. I did  my best to console her but she got very frustrated and, at that time, did not understand that she would not lose her money. Each time I would try to speak she would interrupt what I was saying and then compare us to...

airlines and their policies. However, since this complaint has been made, she was called our company and set up another round trip reservation for her husband to travel. And the credit from the previous reservation was used. I apologize she felt taken advantage of but I think she just misunderstood what our policy is.  And in the end she is still using our service in a few days and did not have to pay any additional money.

Dear Revdex.com,
First and foremost we apologize to [redacted] for the delayed shuttle.  We understand that any delay can cause unnecessary stress and frustration.  Because unforeseen delays can happen in the travel industry we encourage passengers to book their reservations who have flights to...

arrive at least 2 hours
prior to their flight.  By planning ahead passengers can make sure they would have plenty of time to arrive, check-in and make it through the airport security lines.  Even if the shuttle arrived on time, she would have still had to rush catch her flight and hope that the security lines weren’t long.
Before receiving this complaint we did reach out to her [redacted] and resolved her concerns by issuing a refund. She had also put a message on social media in which we addressed that as well.  Although she said she would never use our company again, she did on August 16th.
Sincerely,
 
Salt Lake Express
Customer Service

I was able to speak with [redacted] regarding her recent travel experience with our company.  She has a very valid complaint.  We understand situations like this are unacceptable and this should not have happened.  The problems have been fixed. Though [redacted] was not seeking...

compensation, we have issued a credit for future travel, if she chooses to use it. Along with a partial refund.  We also were able to make contact with each passenger and rectify this with them.

The matter of being charged for two tickets despite the refusal to allow us to board the shuttle has been resolved.   I received a response from the Salt Lake Express by phone from [redacted].  She wanted me to give my side of the story again, she expressed regret at how the situation was...

handled, she apologized, and said there would be a refund for the charge of the tickets.    Thank you,   [redacted]