We are writing in response to your Complaint [redacted] Please be advised that we have been in direct contact with the customer and have explained what we believe occurred, expressed our regret at what happened and outlined the actions we have taken in this matterShe has elected not to respondThe facts are reasonable straightforwardMs [redacted] reservation was booked through a third party, Go Airport Shuttle, not with SpeediShuttle SeattleWe did leave a message on her cellphone the day prior to her departure confirming her pickupOur standard message asks the guest to be ready fifteen minutes before the scheduled pickup time for shared ride transfersWe did arrive at her hotel at 04:25- five minutes before the scheduled pickup timeDespite her statement, we have provided Ms [redacted] with a copy of the GPS report showing our arrival at her hotelA woman was waiting outside the hotel, responded to Ms [redacted] name and boarded the shuttleThe woman got off at the next hotel stop stating that she needed to go straight to the airport without any stops and was going to take a cabIf Ms [redacted] did not get on the shuttle as she states then both she and SpeediShuttle Seattle were victims of a fraudHad Ms [redacted] been at the pickup point fifteen minutes before her scheduled transfer as we ask our shared ride guests, this would not have happened, but it plainly didMs [redacted] response has been to publish defamatory and potential libelous statements about both SpeediShuttle Seattle and its dedicated employees on social media including Yelp, Google and Facebook in what appears to be a concerted effort to harm our businessAmong her published statements, to which we have no intention of responding, are: "FISHY business!!!" "Clearly, this company provides bad service." "they are the most dishonest people I have dealt with." "driver never showed up and then said I got on and off at the next stopnever happenedprobably saying that to try to save his own ***." Because Ms [redacted] did not book with us or pay us, we do not have her credit card information and we are unable to refund her cardWe did ask her agent to issue a refund and they have assured us they did soWe do not propose taking any further action in this matter
Complaint: [redacted] I am rejecting this response because: [redacted] has omitted important facts and fabricated someThe reservation clearly shows pick up time at 10:My wife who is a member of the first group showed objection of leaving early she was told " We can not wait here" and left around 9:30-9:The rest of the party arrived at pick up point before 10: [redacted] blatantly wrote " they represent the entire group and wanted to be transported" He made it sound some of us beg to be transport early Our group of are families of cousins For EXCLUSIVE shuttle service why the driver did not come around 10:as booked or attempt to wait for that time I should be refunded on the 2nd charge of $, so the company is clear of using a ruse to have more business Sincerely, [redacted]
No facts are being omitted -and to be honest with you I am not going to get into a "he said /she said," thing, because everybody loses when that happens.So instead I have printed out the reservation for you to review yourself.This is a very,very time sensitive service and all of our shuttles are scheduled out for the entire dayThis was an exclusive reservation specifically for THAT time (In the Pitime window)- and the shuttle could not wait because it was already scheduled for other services directly thereafterWe didn't give them the time of the pick-up they gave that to us.If their entire party was not ready at the time the reservation specified,that shuttle was going to leave whether anyone was on board or notAnd they are responsible for payment.There is a second reservation enclosedThis is for the second half of their partyYou can see for yourself that the second half of the party did not show up just a few minutes later.That's all I am going to sayPictures are worth a thousand words[redacted] ,do you understand why we could not hold that shuttle? There is no way we could know how long it would take the rest of their party to arriveOur first shuttle left at the appointed time of THEIR initial reservation.The second half of their party was late enough that it would have created problems for us for the entire day.This is two separate services for two separate timesYou can see for yourself this Is NOT a duplicate billing
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 A refund was granted I didn't care for the wording of the business's letter since it indicated I was granted a refund despite using the service it was poor service which is why I wrote the complaint for in the first place I hope the business gets that.Sincerely, [redacted] ***
Complaint: ***I am rejecting this response because:1) I had called after this incident twice to complain about what happened and was accused of lying by both customer service representatives (first by the dispatcher on the day of the incident and the second by a representative) Even when I insisted that I did not get on the shuttle, they kept insisting that I didThey didn't even offer to investigateAs a result, I decided to complain on all the sites I could because I was so disappointed by their services and dismayed that I, the victim in this case, would be accused of lying At that time, I also decided to submit a complaint to the Revdex.com and Attorney General Clearly, when the business makes no effort to investigate, I have no choice but to complain to whomever I could so that I get some justice and to make sure that these practices would not continue After all that, the CFO got in touch with me again to reiterate what the dispatcher and customer service representative have said (again, insisting that their version of events was correct and not mine)Only after I supplied phone records showing I called repeatedly the morning of the incident, after the driver allegedly picked me up, did he concede that the company have picked someone else up
2) The apology was a non-apology The company, as you can tell from their response, basically still blames me for what happened First of all, the driver should've asked for a receipt or verification of identity It is the company's responsibility to protect the goods/services before they are delivered to the customer If I buy and pre-pay for something at a store, the store would verify identity before handing over the goods I expect a shuttle service to be no different
3) The driver picked someone up at 4:but I had called at 4:to tell the dispatcher I am waiting I called again at 4:to say the driver has not arrived At that time, the dispatcher said he would contact the driverI hear nothing back and called again at 4:at which time the dispatcher said the driver is on his way If the dispatcher was in touch with the driver, like he said he was, then there was an opportunity to correct the mistake If the dispatcher told him I was still waiting at the hotel, the driver would've realized I was never picked up
4) I can concede that an honest mistake was made initially But there were opportunities for the employees of this company to correct those mistakes Instead, they have decided to shift the blame onto the customer Sure, maybe I should've gotten there earlier But I made every effort to correct any misunderstanding that arose since then and have hit roadblocks
Honestly, I wouldn't have pursued this complaint if the company would've just granted the refund (I called goairport shuttle, the third party, to get a refund but they wouldn't grant one because speedishuttle insisted what I was saying was not the truth) Or at least promised an investigation
Sincerely,*** ***
I completely understand how this incident can be misunderstood by the customer-because the issue is not with SpeediShuttle,but a misunderstanding with another member of their partyAllow me to explain.The original booking was for an EXCLUSIVE shuttle service for eleven (11)
passengersOn the day of service a group in the party showed up for the service and stated to our greeter and driver that they represented the entire group,and wanted to be transportedSince this was an exclusive, the driver and vehicle were designated specifically for this group at this time, so no matter if eleven people, five people,or no people got on that shuttle-there would be a charge for the service as bookedThe service, exclusive shuttle service, was provided as bookedThe totalpassenger count was not questioned because we were told by a member of the party they represented the entire group.To our surprise the REMAINDER of the party arrived at our booth an hour laterBut,since the booked service had already occurred, the remainder of the party had to book additional serviceThere is NO DUPLICATION OF CHARGES.There were two separate services at separate times.At the time the first half of their party showed up and asked us to wait, which they did not, we could have commuted the service to an HOURLY service,with a two hour minimum,and likely would have cost even more than they were charged in total for the two separate services*** *** issue is with a member of their party- not with SpeediShuttleWe supplied the service as it was booked and we were instructed- by a member of that party.Again, I understand why *** *** believes they are being charged twice for the same service, but in fact it was two separate services
We are writing in response to your Complaint [redacted]. Please be advised that we have been in direct contact with the customer and have explained what we believe occurred, expressed our regret at what happened and outlined the actions we have taken in this matter. She has elected not to respond. The...
facts are reasonable straightforward. Ms. [redacted] reservation was booked through a third party, Go Airport Shuttle, not with SpeediShuttle Seattle. We did leave a message on her cellphone the day prior to her departure confirming her pickup. Our standard message asks the guest to be ready fifteen minutes before the scheduled pickup time for shared ride transfers. We did arrive at her hotel at 04:25- five minutes before the scheduled pickup time. Despite her statement, we have provided Ms. [redacted] with a copy of the GPS report showing our arrival at her hotel. A woman was waiting outside the hotel, responded to Ms. [redacted] name and boarded the shuttle. The woman got off at the next hotel stop stating that she needed to go straight to the airport without any stops and was going to take a cab. If Ms. [redacted] did not get on the shuttle as she states then both she and SpeediShuttle Seattle were victims of a fraud. Had Ms. [redacted] been at the pickup point fifteen minutes before her scheduled transfer as we ask our shared ride guests, this would not have happened, but it plainly did. Ms. [redacted] response has been to publish defamatory and potential libelous statements about both SpeediShuttle Seattle and its dedicated employees on social media including Yelp, Google and Facebook in what appears to be a concerted effort to harm our business. Among her published statements, to which we have no intention of responding, are: "FISHY business!!!" "Clearly, this company provides bad service." "they are the most dishonest people I have dealt with." "driver never showed up and then said I got on and off at the next stop. never happened. probably saying that to try to save his own [redacted]." Because Ms. [redacted] did not book with us or pay us, we do not have her credit card information and we are unable to refund her card. We did ask her agent to issue a refund and they have assured us they did so. We do not propose taking any further action in this matter.
We are writing in response to your Complaint [redacted]. Please be advised that we have been in direct contact with the customer and have explained what we believe occurred, expressed our regret at what happened and outlined the actions we have taken in this matter. She has elected not to respond. The facts are reasonable straightforward. Ms. [redacted] reservation was booked through a third party, Go Airport Shuttle, not with SpeediShuttle Seattle. We did leave a message on her cellphone the day prior to her departure confirming her pickup. Our standard message asks the guest to be ready fifteen minutes before the scheduled pickup time for shared ride transfers. We did arrive at her hotel at 04:25- five minutes before the scheduled pickup time. Despite her statement, we have provided Ms. [redacted] with a copy of the GPS report showing our arrival at her hotel. A woman was waiting outside the hotel, responded to Ms. [redacted] name and boarded the shuttle. The woman got off at the next hotel stop stating that she needed to go straight to the airport without any stops and was going to take a cab. If Ms. [redacted] did not get on the shuttle as she states then both she and SpeediShuttle Seattle were victims of a fraud. Had Ms. [redacted] been at the pickup point fifteen minutes before her scheduled transfer as we ask our shared ride guests, this would not have happened, but it plainly did. Ms. [redacted] response has been to publish defamatory and potential libelous statements about both SpeediShuttle Seattle and its dedicated employees on social media including Yelp, Google and Facebook in what appears to be a concerted effort to harm our business. Among her published statements, to which we have no intention of responding, are: "FISHY business!!!" "Clearly, this company provides bad service." "they are the most dishonest people I have dealt with." "driver never showed up and then said I got on and off at the next stop. never happened. probably saying that to try to save his own [redacted]." Because Ms. [redacted] did not book with us or pay us, we do not have her credit card information and we are unable to refund her card. We did ask her agent to issue a refund and they have assured us they did so. We do not propose taking any further action in this matter.
Complaint: [redacted]I am rejecting this response because:
[redacted] has omitted important facts and fabricated some.1. The reservation clearly shows pick up time at 10:00.2. My wife who is a member of the first group showed objection of leaving early she was told " We can not wait here" and left around 9:30-9:35. 3. The rest of the party arrived at pick up point before 10:00.
[redacted] blatantly wrote " they represent the entire group and wanted to be transported" . He made it sound some of us beg to be transport early. Our group of 11 are families of cousins.
For EXCLUSIVE shuttle service why the driver did not come around 10:00 as booked or attempt to wait for that time.
I should be refunded on the 2nd charge of 104.95 $, so the company is clear of using a ruse to have more business.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: The pick up time at 10.00 am as printed should be honer , the service time as shown is the result of their action.Sincerely,[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. A refund was granted. I didn't care for the wording of the business's letter since it indicated I was granted a refund despite using the service. it was poor service which is why I wrote the complaint for in the first place. I hope the business gets that.Sincerely, [redacted]
No facts are being omitted -and to be honest with you I am not going to get into a "he said /she said," thing, because everybody loses when that happens.So instead I have printed out the reservation for you to review yourself.This is a very,very time sensitive service and all of our shuttles are scheduled out for the entire day. This was an exclusive reservation specifically for THAT time (In the Pick-up time window)- and the shuttle could not wait because it was already scheduled for other services directly thereafter. We didn't give them the time of the pick-up they gave that to us.If their entire party was not ready at the time the reservation specified,that shuttle was going to leave whether anyone was on board or not. And they are responsible for payment.There is a second reservation enclosed. This is for the second half of their party. You can see for yourself that the second half of the party did not show up just a few minutes later.That's all I am going to say. Pictures are worth a thousand words.[redacted],do you understand why we could not hold that shuttle? There is no way we could know how long it would take the rest of their party to arrive. Our first shuttle left at the appointed time of THEIR initial reservation.The second half of their party was late enough that it would have created problems for us for the entire day.This is two separate services for two separate times. You can see for yourself this Is NOT a duplicate billing.
We are writing in response to your Complaint [redacted] Please be advised that we have been in direct contact with the customer and have explained what we believe occurred, expressed our regret at what happened and outlined the actions we have taken in this matterShe has elected not to respondThe facts are reasonable straightforwardMs [redacted] reservation was booked through a third party, Go Airport Shuttle, not with SpeediShuttle SeattleWe did leave a message on her cellphone the day prior to her departure confirming her pickupOur standard message asks the guest to be ready fifteen minutes before the scheduled pickup time for shared ride transfersWe did arrive at her hotel at 04:25- five minutes before the scheduled pickup timeDespite her statement, we have provided Ms [redacted] with a copy of the GPS report showing our arrival at her hotelA woman was waiting outside the hotel, responded to Ms [redacted] name and boarded the shuttleThe woman got off at the next hotel stop stating that she needed to go straight to the airport without any stops and was going to take a cabIf Ms [redacted] did not get on the shuttle as she states then both she and SpeediShuttle Seattle were victims of a fraudHad Ms [redacted] been at the pickup point fifteen minutes before her scheduled transfer as we ask our shared ride guests, this would not have happened, but it plainly didMs [redacted] response has been to publish defamatory and potential libelous statements about both SpeediShuttle Seattle and its dedicated employees on social media including Yelp, Google and Facebook in what appears to be a concerted effort to harm our businessAmong her published statements, to which we have no intention of responding, are: "FISHY business!!!" "Clearly, this company provides bad service." "they are the most dishonest people I have dealt with." "driver never showed up and then said I got on and off at the next stopnever happenedprobably saying that to try to save his own ***." Because Ms [redacted] did not book with us or pay us, we do not have her credit card information and we are unable to refund her cardWe did ask her agent to issue a refund and they have assured us they did soWe do not propose taking any further action in this matter
Complaint: [redacted] I am rejecting this response because: [redacted] has omitted important facts and fabricated someThe reservation clearly shows pick up time at 10:My wife who is a member of the first group showed objection of leaving early she was told " We can not wait here" and left around 9:30-9:The rest of the party arrived at pick up point before 10: [redacted] blatantly wrote " they represent the entire group and wanted to be transported" He made it sound some of us beg to be transport early Our group of are families of cousins For EXCLUSIVE shuttle service why the driver did not come around 10:as booked or attempt to wait for that time I should be refunded on the 2nd charge of $, so the company is clear of using a ruse to have more business Sincerely, [redacted]
No facts are being omitted -and to be honest with you I am not going to get into a "he said /she said," thing, because everybody loses when that happens.So instead I have printed out the reservation for you to review yourself.This is a very,very time sensitive service and all of our shuttles are scheduled out for the entire dayThis was an exclusive reservation specifically for THAT time (In the Pitime window)- and the shuttle could not wait because it was already scheduled for other services directly thereafterWe didn't give them the time of the pick-up they gave that to us.If their entire party was not ready at the time the reservation specified,that shuttle was going to leave whether anyone was on board or notAnd they are responsible for payment.There is a second reservation enclosedThis is for the second half of their partyYou can see for yourself that the second half of the party did not show up just a few minutes later.That's all I am going to sayPictures are worth a thousand words[redacted] ,do you understand why we could not hold that shuttle? There is no way we could know how long it would take the rest of their party to arriveOur first shuttle left at the appointed time of THEIR initial reservation.The second half of their party was late enough that it would have created problems for us for the entire day.This is two separate services for two separate timesYou can see for yourself this Is NOT a duplicate billing
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 A refund was granted I didn't care for the wording of the business's letter since it indicated I was granted a refund despite using the service it was poor service which is why I wrote the complaint for in the first place I hope the business gets that.Sincerely, [redacted] ***
Complaint: ***I am rejecting this response because:1) I had called after this incident twice to complain about what happened and was accused of lying by both customer service representatives (first by the dispatcher on the day of the incident and the second by a representative) Even when I insisted that I did not get on the shuttle, they kept insisting that I didThey didn't even offer to investigateAs a result, I decided to complain on all the sites I could because I was so disappointed by their services and dismayed that I, the victim in this case, would be accused of lying At that time, I also decided to submit a complaint to the Revdex.com and Attorney General Clearly, when the business makes no effort to investigate, I have no choice but to complain to whomever I could so that I get some justice and to make sure that these practices would not continue After all that, the CFO got in touch with me again to reiterate what the dispatcher and customer service representative have said (again, insisting that their version of events was correct and not mine)Only after I supplied phone records showing I called repeatedly the morning of the incident, after the driver allegedly picked me up, did he concede that the company have picked someone else up
2) The apology was a non-apology The company, as you can tell from their response, basically still blames me for what happened First of all, the driver should've asked for a receipt or verification of identity It is the company's responsibility to protect the goods/services before they are delivered to the customer If I buy and pre-pay for something at a store, the store would verify identity before handing over the goods I expect a shuttle service to be no different
3) The driver picked someone up at 4:but I had called at 4:to tell the dispatcher I am waiting I called again at 4:to say the driver has not arrived At that time, the dispatcher said he would contact the driverI hear nothing back and called again at 4:at which time the dispatcher said the driver is on his way If the dispatcher was in touch with the driver, like he said he was, then there was an opportunity to correct the mistake If the dispatcher told him I was still waiting at the hotel, the driver would've realized I was never picked up
4) I can concede that an honest mistake was made initially But there were opportunities for the employees of this company to correct those mistakes Instead, they have decided to shift the blame onto the customer Sure, maybe I should've gotten there earlier But I made every effort to correct any misunderstanding that arose since then and have hit roadblocks
Honestly, I wouldn't have pursued this complaint if the company would've just granted the refund (I called goairport shuttle, the third party, to get a refund but they wouldn't grant one because speedishuttle insisted what I was saying was not the truth) Or at least promised an investigation
Sincerely,*** ***
I completely understand how this incident can be misunderstood by the customer-because the issue is not with SpeediShuttle,but a misunderstanding with another member of their partyAllow me to explain.The original booking was for an EXCLUSIVE shuttle service for eleven (11)
passengersOn the day of service a group in the party showed up for the service and stated to our greeter and driver that they represented the entire group,and wanted to be transportedSince this was an exclusive, the driver and vehicle were designated specifically for this group at this time, so no matter if eleven people, five people,or no people got on that shuttle-there would be a charge for the service as bookedThe service, exclusive shuttle service, was provided as bookedThe totalpassenger count was not questioned because we were told by a member of the party they represented the entire group.To our surprise the REMAINDER of the party arrived at our booth an hour laterBut,since the booked service had already occurred, the remainder of the party had to book additional serviceThere is NO DUPLICATION OF CHARGES.There were two separate services at separate times.At the time the first half of their party showed up and asked us to wait, which they did not, we could have commuted the service to an HOURLY service,with a two hour minimum,and likely would have cost even more than they were charged in total for the two separate services*** *** issue is with a member of their party- not with SpeediShuttleWe supplied the service as it was booked and we were instructed- by a member of that party.Again, I understand why *** *** believes they are being charged twice for the same service, but in fact it was two separate services
We are writing in response to your Complaint [redacted]. Please be advised that we have been in direct contact with the customer and have explained what we believe occurred, expressed our regret at what happened and outlined the actions we have taken in this matter. She has elected not to respond. The...
facts are reasonable straightforward. Ms. [redacted] reservation was booked through a third party, Go Airport Shuttle, not with SpeediShuttle Seattle. We did leave a message on her cellphone the day prior to her departure confirming her pickup. Our standard message asks the guest to be ready fifteen minutes before the scheduled pickup time for shared ride transfers. We did arrive at her hotel at 04:25- five minutes before the scheduled pickup time. Despite her statement, we have provided Ms. [redacted] with a copy of the GPS report showing our arrival at her hotel. A woman was waiting outside the hotel, responded to Ms. [redacted] name and boarded the shuttle. The woman got off at the next hotel stop stating that she needed to go straight to the airport without any stops and was going to take a cab. If Ms. [redacted] did not get on the shuttle as she states then both she and SpeediShuttle Seattle were victims of a fraud. Had Ms. [redacted] been at the pickup point fifteen minutes before her scheduled transfer as we ask our shared ride guests, this would not have happened, but it plainly did. Ms. [redacted] response has been to publish defamatory and potential libelous statements about both SpeediShuttle Seattle and its dedicated employees on social media including Yelp, Google and Facebook in what appears to be a concerted effort to harm our business. Among her published statements, to which we have no intention of responding, are: "FISHY business!!!" "Clearly, this company provides bad service." "they are the most dishonest people I have dealt with." "driver never showed up and then said I got on and off at the next stop. never happened. probably saying that to try to save his own [redacted]." Because Ms. [redacted] did not book with us or pay us, we do not have her credit card information and we are unable to refund her card. We did ask her agent to issue a refund and they have assured us they did so. We do not propose taking any further action in this matter.
This complaint was resolved directly with the complainant, [redacted]. A full refund was issued, even though Mr. [redacted] utilized the service.
We are writing in response to your Complaint [redacted]. Please be advised that we have been in direct contact with the customer and have explained what we believe occurred, expressed our regret at what happened and outlined the actions we have taken in this matter. She has elected not to respond. The facts are reasonable straightforward. Ms. [redacted] reservation was booked through a third party, Go Airport Shuttle, not with SpeediShuttle Seattle. We did leave a message on her cellphone the day prior to her departure confirming her pickup. Our standard message asks the guest to be ready fifteen minutes before the scheduled pickup time for shared ride transfers. We did arrive at her hotel at 04:25- five minutes before the scheduled pickup time. Despite her statement, we have provided Ms. [redacted] with a copy of the GPS report showing our arrival at her hotel. A woman was waiting outside the hotel, responded to Ms. [redacted] name and boarded the shuttle. The woman got off at the next hotel stop stating that she needed to go straight to the airport without any stops and was going to take a cab. If Ms. [redacted] did not get on the shuttle as she states then both she and SpeediShuttle Seattle were victims of a fraud. Had Ms. [redacted] been at the pickup point fifteen minutes before her scheduled transfer as we ask our shared ride guests, this would not have happened, but it plainly did. Ms. [redacted] response has been to publish defamatory and potential libelous statements about both SpeediShuttle Seattle and its dedicated employees on social media including Yelp, Google and Facebook in what appears to be a concerted effort to harm our business. Among her published statements, to which we have no intention of responding, are: "FISHY business!!!" "Clearly, this company provides bad service." "they are the most dishonest people I have dealt with." "driver never showed up and then said I got on and off at the next stop. never happened. probably saying that to try to save his own [redacted]." Because Ms. [redacted] did not book with us or pay us, we do not have her credit card information and we are unable to refund her card. We did ask her agent to issue a refund and they have assured us they did so. We do not propose taking any further action in this matter.
Complaint: [redacted]I am rejecting this response because:
[redacted] has omitted important facts and fabricated some.1. The reservation clearly shows pick up time at 10:00.2. My wife who is a member of the first group showed objection of leaving early she was told " We can not wait here" and left around 9:30-9:35. 3. The rest of the party arrived at pick up point before 10:00.
[redacted] blatantly wrote " they represent the entire group and wanted to be transported" . He made it sound some of us beg to be transport early. Our group of 11 are families of cousins.
For EXCLUSIVE shuttle service why the driver did not come around 10:00 as booked or attempt to wait for that time.
I should be refunded on the 2nd charge of 104.95 $, so the company is clear of using a ruse to have more business.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: The pick up time at 10.00 am as printed should be honer , the service time as shown is the result of their action.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: I can't see the attachment to the message.Sincerely,[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. A refund was granted. I didn't care for the wording of the business's letter since it indicated I was granted a refund despite using the service. it was poor service which is why I wrote the complaint for in the first place. I hope the business gets that.Sincerely, [redacted]
No facts are being omitted -and to be honest with you I am not going to get into a "he said /she said," thing, because everybody loses when that happens.So instead I have printed out the reservation for you to review yourself.This is a very,very time sensitive service and all of our shuttles are scheduled out for the entire day. This was an exclusive reservation specifically for THAT time (In the Pick-up time window)- and the shuttle could not wait because it was already scheduled for other services directly thereafter. We didn't give them the time of the pick-up they gave that to us.If their entire party was not ready at the time the reservation specified,that shuttle was going to leave whether anyone was on board or not. And they are responsible for payment.There is a second reservation enclosed. This is for the second half of their party. You can see for yourself that the second half of the party did not show up just a few minutes later.That's all I am going to say. Pictures are worth a thousand words.[redacted],do you understand why we could not hold that shuttle? There is no way we could know how long it would take the rest of their party to arrive. Our first shuttle left at the appointed time of THEIR initial reservation.The second half of their party was late enough that it would have created problems for us for the entire day.This is two separate services for two separate times. You can see for yourself this Is NOT a duplicate billing.