AlohaThe customer called from the airport for a shuttle on 06/03, she did not have a reservation and we told her the next shuttle would be in 30 minutes and its $14 for the one way and she said ok. She ended up paying the driver $24 for the roundtrip. She had a pick up on 6/7 at 9:55am....
She calls to ask where the shuttle is and we said he is a few minutes behind he is picking up in Waikiki. She calls again and we have the driver talk to her directly that he is 5 minutes away and she hung up on him. She did not say to cancel. When the driver pulled up 10:07am she was not there and did not answer any of our phone calls. Shuttles have a 10-15 min leeway as other customers can delay the shuttle. Over one month later she calls, and normally in a situation when there was no advance cancelation and the driver goes to the pick up there is no refund. I can understand when we are 30 plus minutes late but she hung up on the driver, she admitted that to Stephanie and didn't tell us not to come. Stephanie told her to still mail in the ticket for a "partial refund for the one way not used" I don't know why she is expecting $24 back as she took the shuttle from the airport but her refund is being processed for $10 and sending her a check to her address she provided.Mahalo Dia B[redacted]
AlohaThe customer called from the airport for a shuttle on 06/03, she did not have a reservation and we told her the next shuttle would be in 30 minutes and its $14 for the one way and she said ok. She ended up paying the driver $24 for the roundtrip. She had a pick up on 6/7 at 9:55am....
She calls to ask where the shuttle is and we said he is a few minutes behind he is picking up in Waikiki. She calls again and we have the driver talk to her directly that he is 5 minutes away and she hung up on him. She did not say to cancel. When the driver pulled up 10:07am she was not there and did not answer any of our phone calls. Shuttles have a 10-15 min leeway as other customers can delay the shuttle. Over one month later she calls, and normally in a situation when there was no advance cancelation and the driver goes to the pick up there is no refund. I can understand when we are 30 plus minutes late but she hung up on the driver, she admitted that to Stephanie and didn't tell us not to come. Stephanie told her to still mail in the ticket for a "partial refund for the one way not used" I don't know why she is expecting $24 back as she took the shuttle from the airport but her refund is being processed for $10 and sending her a check to her address she provided.Mahalo Dia B[redacted]