Aqua Solutions

Dear ***: ? ? ? ? ? ? ? ? ? ? ? ? Thank you for sharing the concerns experienced while at CVG AirportWe’ve reviewed the description of events with your airline, [redacted] , and implications for the Transportation Security Administration (TSA).? While certainly not the guest experience we would expect of tenants, [redacted] and TSA, we can find no contributing factors related directly to CVG facilities or other personnel [redacted] Airlines is its own entity and responsible for its staffing decisions and timeliness of operationsLikewise, TSA sets operating hours and requires all airlines to coordinate extended hours as may be required outside of scheduled flight activityCVG Airport provides information regarding TSA regular operating hours on our website, CVGairport.com ? ? ? ? ? ? ? ? ? ? ? ? We will share your correspondence with our [redacted] Airline corporate contactsIf you would like to pursue a refund with [redacted] , we recommend the following actions as offered from [redacted] ’s website, [redacted] ? By web, [redacted] By phone, [redacted] first say "other options" and then say "feedback and concerns"By mail,Attn: Customer Relations [redacted] Airlines [redacted] ? It will be necessary for you to provide all details related to who made the ticket purchase, ticket number, and flight information when filing a refund request? We hope this helps in clarifying the best route to pursue any type of settlement from [redacted] AirlinesWe’re thankful for your correspondence so that we’re aware of how the tenant airlines are performing on behalf of the customer and how we may intercede for improvements? Sincerely, ? ? [redacted] Vice President, Customer Experience

6/20/Consumer provided the following additional information.? ---To Whom It May Concern: On Saturday, June 9th I missed a flight scheduled for departure at 1:am due to the Security Checkpoint being closed unreasonably earlyGiven that the final flight of the night was nearly am, I think it’s reasonable to assume the checkpoint would be open until an hour before the flightHowever, the checkpoint closed more than one and a half hours before the final scheduled flight of the nightEven the flight staff of flight [redacted] ***? was caught off guard and had to be escorted through the checkpointAt that point, because I was standing alongside the flight crew searching for answers (as no one answered my calls to the airport), a representative from CVG arrived and advised me that someone would be down shortly to discuss the matter with meI was told to wait by WOW Airlines checkin counterI waited over an hour and no one ever came or made any attempt to address the situationI understand that mistakes happenBut given the circumstances, I argue that it’s reasonable to believe that arriving at the airport minutes prior to departure time is early enough to make it through security and onto a red eye flightAs the flight and hotel reservations were not refundable, I’m requesting CVG reimburse those costs to meThe total value is just over $I’ll send over the appropriate reservation documents when neededFurthermore, although I've written CVG directly, I've yet to hear any response from them at allThank you for your attention to this matter, [redacted] Flight [redacted] ***? on June 9th,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below.We appreciate the CVG's responseAs it currently stands, they're the only party to provide any type of communication.Pertaining to the details of the video footage, the remark that we were at the checkin counter less than minutes before takeoff is incorrectThe flight was delayed and didn't take off until 1:amTherefore, we were still minutes ahead of scheduled departure timeNo one at the airport answered my attempts to reach someone to help us by phone.Eventually, airport personnel did arrive to the security checkpoint to escort the flight staff and told us that a WOW representative would be coming to the checkin desk to assist usNo one from WOW ever arrived.In reference to cancellation protection from WOW Airlines, it was purchased, but the airline is refusing to respond to any attempts at communicationThus, we're relying on the airport authorities to contact WOW Airlines on our behalf and request a full refund or voucher for a comparable round trip flight for a date of our choosing.Regards, [redacted]

June 10, 2018 *** *** *** *** *** *** ** ***RE: ID *** Dear ***: Thank you for sharing the concerns experienced while at CVG AirportWe’ve reviewed the description of events with your airline, WOW AirWhile
certainly not the guest experience we would hope for we can find no contributing factors related directly to CVG facilities or our personnelWOW Air is its own entity and responsible for its operational decisions and timeliness of operations outside of the Airport’s controlAs such, the Airport is not in a position to offer you the refund you request As a matter of routine practice, we reviewed our security footage of the cheareaIt would appear that a single WOW customer was still checking in at 12:a.mfor a 12:a.minternational departureGround handling personnel are witnessed moving checked bags to screening induction at 12:a.mAt approximately 12:a.mthere appears to be a male and female couple approach the chedesks, less than minutes before departure of an international flight to which the chedesks would have been closedGiven your indication that you were at the airport two hours prior, we’re happy to support any footage research that would support your claim with WOW Air and it’s ground handling contractorFeel free to contact us at [email protected] to facilitate your requestWe will share your correspondence with our WOW Air corporate contacts and their ground handling agency, *** *** ***There is no requirement on their end to respond unless you directly establish contact with WOW AirIf you would like to pursue a refund with WOW Air, we recommend reviewing the following conditions as outlined on their website, www.wowair.com Cancellation Protection Why should I buy cancellation protection? WOW air never refunds flight tickets (see our Conditions of Carriage for further details) unless cancellation protection was purchased for the booking in question and the relevant conditions are metTherefore we recommend that our guests purchase cancellation protection at the time of booking, the cost of which you can see here US, GBP, EU Please note that you cannot add cancellation protection to your booking afterward If you wish to claim a refund through your cancellation protection, you will need to do so within days from the flight’s departure date The cancellation protection is not refundable, not changeable and not transferable It will be necessary for you to provide all details related to who made the ticket purchase, ticket number, and flight information when filing a refund request We hope this helps in clarifying the best route to pursue any type of settlementSincerely, *** ** *** Chief Innovation Officer and Customer Experience

Dear ***: Thank you for sharing the concerns experienced while at CVG AirportWe’ve reviewed the description of events with your airline, ***, and implications for the Transportation Security Administration
(TSA). While certainly not the guest experience we would expect of tenants, *** and TSA, we can find no contributing factors related directly to CVG facilities or other personnel*** Airlines is its own entity and responsible for its staffing decisions and timeliness of operationsLikewise, TSA sets operating hours and requires all airlines to coordinate extended hours as may be required outside of scheduled flight activityCVG Airport provides information regarding TSA regular operating hours on our website, CVGairport.com We will share your correspondence with our *** Airline corporate contactsIf you would like to pursue a refund with ***, we recommend the following actions as offered from ***’s website, *** By web, *** By phone,***first say "other options" and then say "feedback and concerns"By mail,Attn: Customer Relations*** Airlines*** *** ***
*** ** *** It will be necessary for you to provide all details related to who made the ticket purchase, ticket number, and flight information when filing a refund request We hope this helps in clarifying the best route to pursue any type of settlement from *** AirlinesWe’re thankful for your correspondence so that we’re aware of how the tenant airlines are performing on behalf of the customer and how we may intercede for improvements Sincerely, *** ** *** Vice President, Customer Experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below.We appreciate the CVG's responseAs it currently stands, they're the only party to provide any type of communication.Pertaining to the details of the video footage, the remark that we were at the checkin counter less than minutes before takeoff is incorrectThe flight was delayed and didn't take off until 1:amTherefore, we were still minutes ahead of scheduled departure timeNo one at the airport answered my attempts to reach someone to help us by phone.Eventually, airport personnel did arrive to the security checkpoint to escort the flight staff and told us that a WOW representative would be coming to the checkin desk to assist usNo one from WOW ever arrived.In reference to cancellation protection from WOW Airlines, it was purchased, but the airline is refusing to respond to any attempts at communicationThus, we're relying on the airport authorities to contact WOW Airlines on our behalf and request a full refund or voucher for a comparable round trip flight for a date of our choosing.Regards,
*** ***

6/20/Consumer provided the following additional information.? ---To Whom It May Concern: On Saturday, June 9th I missed a flight scheduled for departure at 1:am due to the Security Checkpoint being closed unreasonably earlyGiven that the final flight of the night was nearly am, I think it’s reasonable to assume the checkpoint would be open until an hour before the flightHowever, the checkpoint closed more than one and a half hours before the final scheduled flight of the nightEven the flight staff of flight ** ***? was caught off guard and had to be escorted through the checkpointAt that point, because I was standing alongside the flight crew searching for answers (as no one answered my calls to the airport), a representative from CVG arrived and advised me that someone would be down shortly to discuss the matter with meI was told to wait by WOW Airlines checkin counterI waited over an hour and no one ever came or made any attempt to address the situationI understand that mistakes happenBut given the circumstances, I argue that it’s reasonable to believe that arriving at the airport minutes prior to departure time is early enough to make it through security and onto a red eye flightAs the flight and hotel reservations were not refundable, I’m requesting CVG reimburse those costs to meThe total value is just over $I’ll send over the appropriate reservation documents when neededFurthermore, although I've written CVG directly, I've yet to hear any response from them at allThank you for your attention to this matter, *** *** Flight ** ***? on June 9th,