We did create a profile for this guest and we added a gift certificate for the amount we agreed to.? We did, however, neglect to communicate back to the guest and let her know this was complete and how she could go about redeeming the gift certificate for future travel.? She reached out to our help desk on 12-to express her concerns.? We responded back within a few hours to apologize for not following up and provided instructions on how to redeem the gift certificate.? She responded to our email thanking us for the follow up.? This issue is now fully resolved to the satisfaction of the guest
We completed a full investigation and confirmed that the original delay of our shuttle was due to weather conditions that caused a temporary closure of the Eisenhower tunnel just east of Silverthorne As a result, our shuttle was approximately minutes delayed in arriving at and departing the airport In addition, the road conditions between Denver and Vail required all traffic to drive slower than normal We also confirmed that all customers on the shuttle were dropped off at locations they originally requested and paid for There were no "spur of the moment" requests to change drop off locations for any guests We also listened to the calls referenced and confirmed that our agents used the word "approximately" when confirming the arrival time of the shuttle I reached out to the guest to discuss the issue and left her a message requesting a call to discuss I received a voicemail from the guest on Sunday 11/explaining her perspective on the situation and stating that she would not have time to discuss it with me due to her schedule and that she just wanted a refund I called her back today and left a message detailing what I outlined above and offered a partial refund or a discount on future travel if she could take a few minutes to talk it through with me I hope to hear back from her
[redacted] ? CME is sorry that you did not receive the level of customer service that you deserved when you called to cancel your reservationThe cancellation policy has been waived, and $was credited back your cardAdditionally, CME would like you to give us another chance to try our shuttle serviceIn the mail is a voucher for $which you can use towards any CME serviceYour comments will help us to further improve our services and we value the feedbackPlease accept our sincere apologies, along with condolences for the death of your father.? Please note that I will be out of the office Feb ?" with limited availability.? Claire C [redacted] Marketing ManagerColorado Mountain Express / CME Premier970-754-3746CC [redacted] @ridecme.comP.OBox 580, Vail, CO 81658www.ColoradoMountainExpress.comwww.cmepremier.com
We filed a complaintThe business stated they would give us a partial refund and they never didDo we then file another complaint since you closed the case? [redacted]
[redacted] CME is sorry that you did not receive the level of customer service that you deserved when you called to cancel your reservationThe cancellation policy has been waived, and $was credited back your cardAdditionally, CME would like you to give us another chance to try our shuttle serviceIn the mail is a voucher for $which you can use towards any CME serviceYour comments will help us to further improve our services and we value the feedbackPlease accept our sincere apologies, along with condolences for the death of your fatherPlease note that I will be out of the office Feb – with limited availabilityClaire C [redacted] Marketing ManagerColorado Mountain Express / CME Premier970-754-3746CC [redacted] @ridecme.comP.OBox 580, Vail, CO 81658www.ColoradoMountainExpress.comwww.cmepremier.com
We? completed a full investigation and confirmed that the original delay of our shuttle was due to weather conditions that caused a temporary closure of the Eisenhower tunnel just east of Silverthorne.? As a result, our shuttle was approximately minutes delayed in arriving at and? departing the airport.? In addition, the road conditions between Denver and Vail required? all traffic? to drive slower than normal.? We also confirmed that all customers on the shuttle were dropped off at locations they originally requested and paid for.? There were no "spur of the moment" requests to change drop off locations for any guests.? We also listened to the calls referenced and confirmed that our agents? used the word "approximately" when confirming the arrival time of the shuttle.? I reached out to? the guest to discuss the issue and left her a? message requesting a call to discuss.? I received a voicemail from the guest on? Sunday 11/explaining? her perspective on the situation and stating that she would not have time to discuss it with me due to her schedule and that? she? just wanted a refund.? I called her back today and left a message detailing what I outlined above and offered a partial refund or a discount on future travel if she could take a few minutes to talk it through with me.? I hope to hear back from her.?
We did create a profile for this guest and we added a gift certificate for the amount we agreed to.? We did, however, neglect to communicate back to the guest and let her know this was complete and how she could go about redeeming the gift certificate for future travel.? She reached out to our help desk on 12-to express her concerns.? We responded back within a few hours to apologize for not following up and provided instructions on how to redeem the gift certificate.? She responded to our email thanking us for the follow up.? This issue is now fully resolved to the satisfaction of the guest
We completed a full investigation and confirmed that the original delay of our shuttle was due to weather conditions that caused a temporary closure of the Eisenhower tunnel just east of Silverthorne As a result, our shuttle was approximately minutes delayed in arriving at and departing the airport In addition, the road conditions between Denver and Vail required all traffic to drive slower than normal We also confirmed that all customers on the shuttle were dropped off at locations they originally requested and paid for There were no "spur of the moment" requests to change drop off locations for any guests We also listened to the calls referenced and confirmed that our agents used the word "approximately" when confirming the arrival time of the shuttle I reached out to the guest to discuss the issue and left her a message requesting a call to discuss I received a voicemail from the guest on Sunday 11/explaining her perspective on the situation and stating that she would not have time to discuss it with me due to her schedule and that she just wanted a refund I called her back today and left a message detailing what I outlined above and offered a partial refund or a discount on future travel if she could take a few minutes to talk it through with me I hope to hear back from her
[redacted] ? CME is sorry that you did not receive the level of customer service that you deserved when you called to cancel your reservationThe cancellation policy has been waived, and $was credited back your cardAdditionally, CME would like you to give us another chance to try our shuttle serviceIn the mail is a voucher for $which you can use towards any CME serviceYour comments will help us to further improve our services and we value the feedbackPlease accept our sincere apologies, along with condolences for the death of your father.? Please note that I will be out of the office Feb ?" with limited availability.? Claire C [redacted] Marketing ManagerColorado Mountain Express / CME Premier970-754-3746CC [redacted] @ridecme.comP.OBox 580, Vail, CO 81658www.ColoradoMountainExpress.comwww.cmepremier.com
We filed a complaintThe business stated they would give us a partial refund and they never didDo we then file another complaint since you closed the case? [redacted]
[redacted] CME is sorry that you did not receive the level of customer service that you deserved when you called to cancel your reservationThe cancellation policy has been waived, and $was credited back your cardAdditionally, CME would like you to give us another chance to try our shuttle serviceIn the mail is a voucher for $which you can use towards any CME serviceYour comments will help us to further improve our services and we value the feedbackPlease accept our sincere apologies, along with condolences for the death of your fatherPlease note that I will be out of the office Feb – with limited availabilityClaire C [redacted] Marketing ManagerColorado Mountain Express / CME Premier970-754-3746CC [redacted] @ridecme.comP.OBox 580, Vail, CO 81658www.ColoradoMountainExpress.comwww.cmepremier.com
We? completed a full investigation and confirmed that the original delay of our shuttle was due to weather conditions that caused a temporary closure of the Eisenhower tunnel just east of Silverthorne.? As a result, our shuttle was approximately minutes delayed in arriving at and? departing the airport.? In addition, the road conditions between Denver and Vail required? all traffic? to drive slower than normal.? We also confirmed that all customers on the shuttle were dropped off at locations they originally requested and paid for.? There were no "spur of the moment" requests to change drop off locations for any guests.? We also listened to the calls referenced and confirmed that our agents? used the word "approximately" when confirming the arrival time of the shuttle.? I reached out to? the guest to discuss the issue and left her a? message requesting a call to discuss.? I received a voicemail from the guest on? Sunday 11/explaining? her perspective on the situation and stating that she would not have time to discuss it with me due to her schedule and that? she? just wanted a refund.? I called her back today and left a message detailing what I outlined above and offered a partial refund or a discount on future travel if she could take a few minutes to talk it through with me.? I hope to hear back from her.?