Updated Procedure – DEN Shuttle Complaints Handling
General Shuttle Complaints (e.g., Rude Driver, Poor Service) Instructions:
When a customer calls with a complaint about the shuttle (e.g., driver was rude, poor customer interaction), inform them that the shuttle service is provided by a third-party company, Park 2 Jet, and their complaint will be forwarded for review.
- When a customer calls with a complaint about the shuttle (e.g., driver was rude, poor customer interaction), inform them that the shuttle service is provided by a third-party company, Park 2 Jet, and their complaint will be forwarded for review.
- Send an email to: service@park2jetdenver.com and CC: the customer and cj@nucarrentals.us Include in the email: • Renter’s full name • Email and phone number • Reservation or RA number • Description of the issue • Log the case in Zendesk and mark the ticket as Pending so it can be tracked until resolved.
Note: If no resolution is provided by Park 2 Jet, escalate to management before taking further action.
Safety Complaints (e.g., Unsafe Driving)
Instructions:
- For safety-related concerns (e.g., reckless or dangerous driving), inform the customer that we take such matters seriously and will escalate their complaint immediately.
- Send an email to: service@park2jetdenver.com
CC: the customer, cj@nucarrentals.us, dhanani.aziz@gmail.com (Aziz), and mujtabaaffansdmd@gmail.com (Affin)
Include the same customer and incident details as outlined in section 1.
• Log the case in Zendesk and mark as Pending.
Luggage Damage Complaints Instructions:
If a customer reports luggage damage caused by the shuttle, advise them the matter will be handled internally, and we will coordinate reimbursement directly. Park 2 Jet will be billed quarterly on the back end.
Request from the Customer:
- Request from the customer:
- A receipt, link, or screenshot showing the exact luggage and cost
- Confirmation of their current mailing address
- Forward all documentation to: lisa@nucarrentals.us and cj@nucarrentals.us
- Lisa and CJ will assess the damage and determine the reimbursement amount (up to the full replacement cost). Once approved, they will notify Alfred to issue the reimbursement.
Once processed, CC should:
- Close the Zendesk ticket
2. Notify the customer that the check has been mailed
3. Provide the tracking number
4. Ensure that the account is properly documented.
If you have any questions regarding this procedure, please reach out to management. Thank you for your attention to detail and continued commitment to excellent customer care.