Super Trans

05/22/Dear *** ***;I have read your complaint and had a discussion about it with the particular driver that took you to and from the airportHe was notified about the improper approach about his tips and will be suspended if this behavior takes place again.We do
apologize about the inconvenience In this matter and hope that you realize that we do our best to give every passenger a pleasant on time transportation but many variables may play a role in making this difficult mission; including human error, traffic, weather and unexpected difficulties,I applied $credit to the credit card you have used to pay for this tripThis is %of the total fare of $your total round trip fare.Again please accept our sincere apology and we hope that we get another chance to provide you a better experience in future service.Best Regards,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

05/04/15
Hello Sir / Madam;Please accept my apology for my delay with the responseOur involved driver was out of the country for days and he just returned to the U.SUnfortunately, he was not able to recall the details of that trip but I am giving *** *** ***
the credit of her complaintIn addition the driver was given a verbal warning and days suspension from work to try and make sure he will take better care the next time.We will send a $check back to *** *** for the round trip fare she paidI also like to extend our sincere apology to both passengers about all the inconvenience.Best Regards,
Joe C.
Owner

Review: We booked a shuttle transfer service between [redacted] and [redacted] airport. The website advertised a price for this service of $95 per person round trip. This advertised price was a major consideration while deciding between options for getting to and from the airport for our trip. We selected Supertrans because it was comparable in price to other options, but seemed more convenient. When we were first picked up by the shuttle in [redacted] the driver insisted that we pay him an additional $30 for a "mandatory" tip. We protested, believing that we had already paid the full amount due when we booked the shuttle -- in accordance with the prices advertised on the site. The driver refused to let us get in without first paying him the additional $30. Since we had a flight, and had already been charged for the shuttle which was non-refundable, it was at that time too late to refuse and arrange alternate transportation. Thus, we were forced to pay the additional cost. The same thing happened on our return trip. In total, we were charged an additional $60 for the price of the four of us going to and from [redacted] -- a 15% price hike above the advertised price. We were not given receive a receipt for this difference. The company never notified us of the mandatory tip prior to our trip. To the contrary, the terms and conditions state: " Driver tips are not included in the fare but left to customer generosity." I have attached the terms here, and note that none of the stated surcharges applied to our trip. We were in fact not given any option of "customer generosity", and both drivers refused to let us enter the van without first paying the full 15% charge. Had we known this at the time of booking, we likely would not have hired the shuttle and would have arranged alternate transportation. While a tip for good service is willingly given, we feel it was unjust to require such a large tip -- especially since it was demanded prior to service and was entirely involuntaryDesired Settlement: We would like a refund of the excessive tip which was not voluntarily given. Considering that both drivers were late picking us up, the dishonest service we received, and the fact that the return shuttle took 4.5 hours instead of the advertised 3 hours (when there was no traffic), we do not feel that a tip was at all justified.

Business

Response:

05/22/14Dear [redacted];I have read your complaint and had a discussion about it with the particular driver that took you to and from the airport. He was notified about the improper approach about his tips and will be suspended if this behavior takes place again.We do apologize about the inconvenience In this matter and hope that you realize that we do our best to give every passenger a pleasant on time transportation but many variables may play a role in making this difficult mission; including human error, traffic, weather and unexpected difficulties,I applied $57 credit to the credit card you have used to pay for this trip. This is %15 of the total fare of $380 your total round trip fare.Again please accept our sincere apology and we hope that we get another chance to provide you a better experience in future service.Best Regards,