Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below When the shuttle driver left a voice message to say he would only wait another minute before departing O'Hare he did not include any communication in that phone message instructing us to call him or the possibility we might be acommodated on a later shuttle We received this voice message hours after it was sent - because we were flying Neither his voice message, your website or our confirmation emails provide any information what to do if your arrival is changed As for the option to book new tickets on another date we reside in Columbus Ohio We only needed a ride on January We only contracted with you for a ride on January
Many people travel Local remedies such rebooking for another date is inadequate This option is completely useless to people stranded at an airport, or people like us who live in another state.
You owe us a refund and, more importantly, I suggest you have an obligation to provide customer service on weekends and provide information to customers as to steps they can take if their flight arrival is changed or cancelled In today's world airlines are often canceling flights Your company must be prepared to respond to the needs of your customers every day you have accepted money for shuttle rides
Regards,
*** ***
Good afternoon,
Thank you for your email regarding the issues experienced with our service We received an email from *** to update her flight
information on file The flight information is requested on our website only for building our schedule efficiently This information is not used to track flights as flights are changed and delayed frequently If a passenger has a delayed or cancelled flight we have a generous policy allowing the passenger to board the next available shuttle at no additional cost In turn, because we held the two tickets for *** and her husband and they did not show, we could've essentially sold those tickets to other passengers but held them By looking on our website our daily shuttle times are listed The $change fee (administrative processing fee) allows our passengers to change their tickets to another date/time This is a very generous offer as most companies would forfeit the tickets and you would need to buy new tickets at full price We understand the frustration that she was trying to contact our service but we were not available on the weekend Other than during our peak travel weeks our office is closed on the weekends If in the event of an EAC delay we would contact our passengers on the weekends, however, general calling is not available Our tickets state that they are non-refundable but the change fee option is available. Please let us know if we may be of further assistance
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below When the shuttle driver left a voice message to say he would only wait another minute before departing O'Hare he did not include any communication in that phone message instructing us to call him or the possibility we might be acommodated on a later shuttle We received this voice message hours after it was sent - because we were flying Neither his voice message, your website or our confirmation emails provide any information what to do if your arrival is changed As for the option to book new tickets on another date we reside in Columbus Ohio We only needed a ride on January We only contracted with you for a ride on January
Many people travel Local remedies such rebooking for another date is inadequate This option is completely useless to people stranded at an airport, or people like us who live in another state.
You owe us a refund and, more importantly, I suggest you have an obligation to provide customer service on weekends and provide information to customers as to steps they can take if their flight arrival is changed or cancelled In today's world airlines are often canceling flights Your company must be prepared to respond to the needs of your customers every day you have accepted money for shuttle rides
Regards,
*** ***
Good afternoon,
Thank you for your email regarding the issues experienced with our service We received an email from *** to update her flight
information on file The flight information is requested on our website only for building our schedule efficiently This information is not used to track flights as flights are changed and delayed frequently If a passenger has a delayed or cancelled flight we have a generous policy allowing the passenger to board the next available shuttle at no additional cost In turn, because we held the two tickets for *** and her husband and they did not show, we could've essentially sold those tickets to other passengers but held them By looking on our website our daily shuttle times are listed The $change fee (administrative processing fee) allows our passengers to change their tickets to another date/time This is a very generous offer as most companies would forfeit the tickets and you would need to buy new tickets at full price We understand the frustration that she was trying to contact our service but we were not available on the weekend Other than during our peak travel weeks our office is closed on the weekends If in the event of an EAC delay we would contact our passengers on the weekends, however, general calling is not available Our tickets state that they are non-refundable but the change fee option is available. Please let us know if we may be of further assistance