ComplaintsforVentura County Airporter and Shuttle
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Complaint Details
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Initial Complaint
07/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing this email to inform you of the terrible customer service that my parents received from this company. On July 9th, 2022, the Ventura County Airporter Shuttle did not pick up my parents from LAX even though the driver saw them and continued to drive past them and did NOT RETURN to pick them up. My parents paid for a round trip going to LAX and picking up from LAX. It is absolutely heartbreaking being stranded in the Los Angeles Airport after being jet lagged from traveling internationally.Business response
07/21/2022
I emailed this person when he sent his first email on the day or the day after this experience. I told him what happened with his parents at LAX and that we have video of our buses and driver’s actions at all times. His parents were not in the correct location at arrivals inside LAX and the driver CAN NOT stop anywhere inside LAX except at LAX designated locations. Needless, to say, this information of locations is on our website but moreover, it is on every single confirmation emailed to each individual who makes a reservation, as this person’s parents had done. Because this issue is not only important but can be problematic inside LAX, it is communicated in text and color photo on our confirmation letters.
When we communicated with this person when he emailed us, I expressed that it can be difficult inside LAX and offered him a refund. I then told him to call our office on the next b usiness day between 9am-4pm M-F, at ###-###-#### and we will issue a refund to the credit card number that was used for the reservation. I explained that credit card numbers are not retained by our company for security reasons so he needed to call us to give us the card number for a refund.
Frankly,I do not know if he did or did not call us to obtain his refund after our email exchange. If he did not, our position remains the same. A refund is offered if he will make contact and verify the credit card used to make the reservation.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.