Shuttle Express Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hi ***, We apologize for the delay in issuing the credit, but do show that all requested and agreed payment has been received. On 9/4/2017, our credit card processor confirms that a credit of $was issued to your Discover card as agreed. On 9/8/2017, a check was processed
(check #***), signed, and sent to the address provided to us, which matches the information in your complaint. To date, we do not see that the check for $has been deposited yet; if that's been lost, please feel free to contact us at ***@shuttleexpress.net and we'll be more than happy to reissue it to you after voiding the previous check. I've attached a copy of the credit card transaction details showing that the credit was issued to your Discover card, as well as a copy of the check stub which was issued for the taxi reimbursement

Mr***,
Thank you for contacting Shuttle Express via the Port of Seattle as well as through the Revdex.com. In response to your complaint, please see the attached letter that was sent via US mail from our office today. Please feel free to contact us back directly should this letter
not resolve your concerns and we would be happy to discuss possible alternative resolutions
Kind regards,
Shuttle Express, Inc
Please accept my sincere and unreserved apology for the inconvenience you experienced on July 18, with Shuttle Express services from SeaTac AirportWe certainly acknowledge your concern and are aware of the level of dissatisfaction as you reported on July 26, and on August 1, Based on your communicated concern and overall feedback, we are evaluating ways to improve upon our communication, services and for enhancing the guest experience for valued guest as yourselfOur internal records identify that you booked a shared services ticket to depart SeaTac Airport on July 18, in which the staging time exceeded our internal standards due to several factors including heavy trafficIt was noted that the guest experience liaison had offered you initially a 20% discount as well as a full refund due to the unfortunate circumstances as well as explaining the difference in service expectations for Shuttle Express shared ride versus exclusive transportationMr***, I’m eager to restore your confidence in Shuttle Express and regain your trust in our servicesAs a gesture towards hopefully moving forward, I am including a voucher to utilize our exclusive services on or before December 31, We are committed to earning your trust and to continuously improving our service to youWe track our performance and are taking steps to reach our goal of servicing our guests in a quicker and more efficient mannerWe care and value your opinion and overall feedbackAgain, I apologize on behalf of our entire Shuttle Express team for your longer-than-stage time and look forward to serving you in the futureSincerely,

Complaint: ***I am rejecting this response because: Worse than ignoring my complaint, Shuttle Express response ( While I cannot and will not make an excuse for not being contacted regarding the error...)is an insultThat they "cannot and will not make an excuse for not being contacted regarding the error" is a totally inadequate response from a customer-service business Have they no idea of the impact their action and words (actually, lack of action)has on the customer/complainant??!! Shuttle Express roundly deserves censure from Revdex.com and the business community.Sincerely,*** ***

On September 8th, 2016, Shuttle Express booked a reservation for [redacted] for a pickup in Woodinville, WA and a drop-off at SeaTac Airport on September 12th.  The scheduled pickup time was 6:55am the morning of Monday, September 12th.
On September 11th, at 6:56am, the reservation was routed...

with others in the general vicinity to be transported to the airport.  At 6:07am on the 12th, the trip was unrouted and re-routed as a single reservation trip.  Unfortunately, the dispatcher at the time did not properly review the dispatch time of the packet and did not send a driver with the appropriate time to meet the guest and transport them to the airport.  At 7:25am on September 12th, our agent advised the guest that a driver would not be available due to our error and cancelled the reservation for the guest.  After review two days later, a full refund of that segment was provided to the guest by way of a refund directly to the card used to pay for the reservation.

Dear [redacted],  Thank you for taking time to contact Shuttle Express to explain the luggage issue that have occurred recently with provided services. We regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a satisfied guest if you travel...

again to the Seattle area. We reviewed your reservation concern and credited your account in addition to a financial reimbursement towards your lost luggage in order to resolve this matter fairly. If you need further assistance, you may contact us at ([redacted]  Thank you for giving us the opportunity to assist and serve your travel requirements. Sincerely, Kere G[redacted] Guest Services Manager Shuttle Express

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]

Hello,
Please see the below email response sent on behalf of Shuttle Express o Tuesday, October 18th, 2016.
 
Hello [redacted],
 
Thank you for contacting us about your late pick-up and consequently your missed flight – the lack of communication on our end is not acceptable. I am sorry...

this happened. I have added the details of your experience to your reservation and am forwarding it to the management team for review and immediate action. All parties involved will be coached regarding this incident.
 
Your reservation was not charged to the card provided so a refund of the fare has not been issued.
 
We did receive and review the receipts provided and can issue you a check in the amount of $100 per our policy which can be found on our website using the link below. Please provide the mailing address you would like this check sent to.
 
https://shuttleexpress.com/faq-information/
 
Again, we are sorry for the inconvenience this has caused.
 
Thanks,
 
[redacted]
Guest Experience Supervisor

Shuttle Express acknowledged a lapse in expectations in our service and has since sent a written response to this complaint and issued a check for reimbursement of $68.00 in expenses that occurred and sent it directly to the guest.  Below is a copy of the letter written in response to the...

service issue that the guest experienced:August 11, 2015 [redacted] Kirkland, WA 98033  Dear Ms. [redacted]: I would like to personallyapologize for the discrepancy regarding your reservation, transportation andguest services concern traveling from SeaTac on Wednesday morning July 8,2015.  As our service grows, our greatest challenge is to accuratelyschedule enough safe, friendly, competent drivers who can provide timelyservice as well as friendly guest services representatives. Sometimes we fallshort, but we are working diligently to respond to the increased ridershipwithout compromising our reliability and safety standards. As a company ourcore values and internal standards in which we distinguish ourselves areSafety, Integrity, Respect and Care.    We are committed to earningyour trust and to continuously improving our service to you. We track ourperformance and are taking steps to reach our goal of servicing our guestswithin twenty (20) minutes from the time a driver is dispatched if at allfeasible. Please contact me with your comments or observations of ShuttleExpress services. We care and value your opinion and overall feedback. Again, I apologize on behalfof our entire Shuttle Express team for your longer-than-normal wait andservice. We want to serve you well and look forward to serving you in thefuture.Sincerely,Kere ** G[redacted]Guest Experience Manager

I couldn't navigate your most recent email/response page to file not only my objection to the business response, but to further emphasize my original complaint.
The business (Shuttle Express) response said, in part
At 7:25am on September 12our agent advised the guest that a driver would not....
 
That fails to recognize that their agent didn't inform us  of unavailability of a drive  (about 7:25AM) until we called Shuttle Express to inquire as to where our scheduled driver was!
Shuttle Express did NOT call us; we called them in frustration when there was no driver nor a phone notice from the business.
We had been left stranded in our driveway, sitting on our suitcases. We had no avalilable options and the Shuttle  EXpress agent on the phone couldn't offer any options.
This is/was inexcusable and the company's negating the original service charge is a no-brainer, since no service was provided.
They need to do more to resolve this.
[redacted]
Woodinville, WA [redacted]@aol.com

Mr. [redacted],
 
Again, our apologies for the unfortunate circumstances regarding your transportation on September 12th.  While I cannot and will not make an excuse for not being contacted regarding the error, I can offer one additional option for resolution.
 
In addition to the previously provided service refund, Shuttle Express will agree to pay up to $100.00 towards the cost of any other transportation provider you used for this trip.  While this certainly won't make up for the circumstances of that day, we hope that this offer allows for some closure on this issue including covering most if not all of the out of pocket expense you may have faced as a result of the situation.
 
Please provide any receipts for transportation related expenses in Seattle on September 12th, and we will certainly review and provide reimbursement for them.
 
Regards,
[redacted]
Shuttle Express, Inc.