ComplaintsforCapital Aeroporter

• Initial Complaint

  01/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/1/21 ****** to ******* We hired a private van from Capital Aeroporter (CA hereafter) to take us from ****** directly to our house in *******. We chose to pay extra for the private van because we have a 9 month old child who cannot be vaccinated yet against COVID 19. However, when we arrived at ******, we were told by the driver that because of cancelled flights we would now be in a shared ride van with several other people (vaccination status unknown). The driver apologized, to a degree, but said we might be able to get a refund. We were also slotted last for drop off meaning our child was exposed longer. I am writing this in the van, and well before they open on Monday, so Im not sure if well even get a refund. They never, never tried to contact us to tell us of the change. If they had, we would have rented a car. But as it was, this was our only way home. Was CAs decision legally responsible? What can we do?

  Business response

  01/04/2022

  Following is the response sent to ************************** on Sunday, 01/02/22 at 11:20am - for perspective, the other customers for the ************** were older ladies waiting in the freezing temperatures during the Winter Weather/Road Conditions and disrupted airline and airport conditions at ***************.

  **************************,
  
  
  I apologize for the miscommunication regarding the modified services that we have been running since the Winter Weather and disrupted airline operations began at *************** on December 25, 2021.  Yes, when you called and spoke to the customer service agent on 12/31/21, you were still booked as a Private Van and he should have informed you of the potential modification to ************************* Dependent upon the weather/road conditions and the ability of Alaska Airlines to operate their flight schedules, we constantly monitor and adjust our operations to ensure everyone that is booked receives a ride.  There were many people that needed to get home from the airport last night. 
  
  
  Over 30 percent of all our booked customers experienced some sort of flight cancellation, delay or rebooking over the past 7 days.  It is very challenging to continue operations when all these things happen at once.  These modifications are notated on the phone message when calling in and on our website.  You will notice that you received multiple text notifications last evening.  Unfortunately, the "Special Operations" message was supposed to be one of those messages, and did not get out in error.  Our reservation system sent out the same message twice. 
  
  
  When you found out at ***************, if you felt your health was at risk, we would gladly have given you a full refund to seek alternate transportation.  We do not choose money over the well-being of other human beings.  Our staff and drivers have been working many long hours to safely transport all human beings needing transportation to and from ***************.  Masks are required and worn on our vehicles and we follow all rules and regulations for transportation.  You were on an airplane with up to 144 people at once under the same conditions.  Sorry you had a terrible experience.  Fortunately, the driver was able to safely transport you back to the Olympia area.  You may realize by now, that most side roads and streets were impassable while you were out of town.  For a period of time under these circumstances, we were only able to get people to and from hotels and large cleared parking lots.
  
  
  Your money is fully-refunded to your card and again we apologize how your experience turned out on your return.  I am available to speak via phone if you would like to discuss this further at ************.
  
  
  
  
  Regards,
  
  
  *********************
  VP Operations
  Premier Airport Shuttle by Capital Aeroporter
  Shared and ************************* ************
  O: ************
  *******************************

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