I call again at 3:30 when someone else answers saying that I-70 is shut down and it will be 30 more minutes. Called at 3:15 and spoke to someone who said she would call my shuttle driver to get an ETA. I stood outside from 2:15 (because of the +/-15 min) until 3:15 in 10 degree temps. I had scheduled a 2:30PM shuttle for a 7:30PM flight on 12/30. However that does not make up for the expenses of my missed flight and other inconveniences. Let me preface this with the fact that the company did refund me my money. And it’s not a big deal, since you’ll get a refund in 3 days.” And then she straight up hung up on me! Yes, leaving someone stranded at the airport 2 hours from home when you are expecting a ride that was paid for well in advance and actively receiving email communication stating that you have a ride is a big deal. And then she had the nerve to say, “Well you booked 1pm and missed it, so there’s nothing I can do on my end. So she then claimed she didn’t have access to seeing the confirmation emails that go out, even though it came from the exact email she asked me to forward them to. ![]() She repeatedly argued with me that I booked 1pm, even though I had multiple emails from them stating 4pm, including providing them with the flight information, which I also forwarded back to them. It states nowhere that you need to call again to make sure they are actually going to show up. Aside from that, Michelle arrived at the exact pickup location to wait 45 minutes early due to me specifically planning extra time before the pickup, so she wouldn’t be rushed or late. When I sent them the multiple confirmation emails stating that there would be a pickup at 4pm (which was booked 2 weeks in advance) she claimed that it wasn’t their fault that I chose to book online instead of calling, even though I also absolutely spoke to someone on the phone before booking online. But instead, these folks decided to come at me with accusations saying I booked 1pm and that it was our fault for not being there at the right time, and that this nonexistent driver allegedly had been waiting and already left. As a business owner myself, I totally understand that mistakes happen, but own up to it and apologize instead of spewing out a bunch of BS nonsense excuses. ![]() If you screw up and forget to send a driver then at least admit to it and apologize. Whoever I spoke with from Fresh Tracks was a horrific, unapologetic liar. I made the mistake of changing it up since Fresh Tracks was offering a “locals” deal. Seriously, people, use Peak 1 or Summit Express instead and pay the extra $10 to get a ride in a Mercedes and receive some adequate customer service.
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