ComplaintsforDelaware Express Shuttle, Inc.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked a reservation for transportation to and from the airport. On the return trip (7/16/22), I receive a text message from the driver, but see that the driver is heading away from the airport. I call customer service and they contact dispatch and call me back to tell me that my driver was sent home and I would be stranded at the airport. I ultimately had to take a taxi after talking with customer service, which said they would leave a note for the manager to call me the following day to talk to me about the refund procedure. The reservation number was DE6196653. Anyway, I called back after no phone call was received. I was essentially told that they would investigate the matter and if a refund is due to expect it in 3 to 5 business days. They also said that the flight number they had on file was for a flight the next day and that is why they sent the driver home. I said flights are canceled and delayed every day some with notice and some without; what the airlines do are not the responsibility of the passenger. I booked a service for a certain day and did not receive that service. I also noted that I indeed told the operators prior about the dates and times staying the same just the flight numbers were different. They assured me it would be ok. I have phone records as proof that I called 6/26/2022. They then again said they would investigate exactly what happened and if it was an error on their part a refund would be issued. I have yet to hear back about what was found in that investigation and their decision and reason. It has been a week.

  Business response

  08/23/2022

  Our president hasn’t been in the office recently, so we in the office were not made aware of the complaint, and therefore didn’t respond.  We issued a full refund to Mr. ***** and I sent an apology letter.  The mistake was made by one of our customer service representatives who didn’t change Mr. *****’ flight information in our computer system.  Our dispatcher tried to contact Mr. ***** when he realized the reservation indicated Mr. ***** would be arriving on a flight which was not scheduled for July 16.  However, the dispatcher was unable to reach Mr. *****.  A driver waited at the airport in case Mr. ***** contacted us and he was told to leave when it appeared Mr. ***** was a no-show.

   

  Ben

• Initial Complaint

  05/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date of this transaction was 3/13/2022. We paid to have a shuttle pick up an employee of ours. The shuttle driver never showed nor called to tell us he was late or not showing. They ran all over the airport for over an hour and a half with no one representing DE Express at the airport or attempting to contact our employee. The employee waited for close to two hours after the scheduled pick up time to finally have to call an Uber. We have attempted to resolve this dispute since 3/23/2022 with no response via phone or email from DE Express. I have copied numerous employees with not one answer to this issue. The only thing I have been told is this employee did not book his reservation with a US based phone number, however when the employee loaded their website in Ireland, DE Express accepted the phone number that was put in. Again no resolution has been reached and no attempt on DE Express side to resolve this. Reservation ID DE6188593 Name: **** ****** for pick up on 3/13/2022 at 3:30pm

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩