In moving over eight million passengers a year, we get a lot of feedback – good and bad. As a result, we work hard to capture and respond to customer comments. We invite customers looking for follow up from our customer team to contact us via our online feedback form. You can also email or call using the information provided on our contact page.
Our quality assurance system is built around this feedback, which we refer to as cases. Even our positive comments are turned into a case in our database, and the compliments are shared from there with the employee or team responsible.
Once a feedback is submitted online, you’ll receive an automated reply via email to let you know your submission was received and that we’ll be in touch with you shortly. This begs the question: What’s next?
The nature of cases varies from customer to customer, but the standard process is this:
- You let us know what you thought.
- We let you know we received your comments.
- We follow up with a resolution by phone or email.
If for any reason you did not experience a step in the process, contact us so we can make sure it’s addressed as quickly as possible.
Depending on the nature of your experience, follow up might be required from our advanced customer care team known as Customer Advocacy. If this is the case, you’ll be contacted by an Advocate via phone or email, and he or she may ask for more details to help figure out the best way to assist. If they've asked you for additional information, or for copies of receipts to determine values for a requested reimbursement, please reply with full details as quickly as possible to ensure a timely resolution.
If our team responded to let you know a refund is on its way, it may take a few days depending on method of payment and your financial institution. Click here to learn more about refund processing.
If you've left an item behind in a vehicle, Advocacy will work with the local team on your behalf to try to track the item down as quickly as possible, and will follow up with you if the item is found. If the item is lost during the weekend or overnight, please contact the local team directly so the search can begin immediately.
Got a question? Hit us up in the comments below. If it’s specific to a case, please avoid posting any personally identifiable information, such as confirmation or case numbers, and contact Customer Care directly for prompt response. Unlike our call centers and email, this blog is not monitored 24 hours a day.
Posted 1 years 157 days ago
by Shauna from SuperShuttle 18 Comments