ComplaintsforThe Landline Company

• Initial Complaint

  01/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 3, 2023 I made a reservation from the ******** ******** ******* to DIA with the Landline company. I did this on their website (*********************) and a few hours later, modified that reservation. I was charged twice and then, credited for the first reservation. Then on January 10, 2023 our circumstances changed with family and I canceled that reservation (#******). When my credit card was not credited by January 13, 2023 I called and spoke with Connor at Landline who informed me that Landline does not refund reservations after 24 hours. I informed Connor that such a policy was not part of the reservation process. When making a reservation there is an option to choose a "standard" button for outgoing and returning to and from the airport. Only upon further investigating the website under "terms and conditions" was it states: Cancelations. Reservations booked with a refundable ticket can cancel their booking at any time and the customer will be entitled to a full refund. In the event that a customer has booked a non-refundable ticket, that ticket cannot be refunded for any amount. There is nothing in the reservation process that delineates "refundable", "non-refundable" only "standard" as I stated earlier. They do allow 12 months to use the credit this credit for their services. I told Connor that 1) I simply wanted my credit card credited back the amount 2) that the website appears to be a scam and 3) that I would be filing a complaint (hereto). Please investigate this company's website. I am curious how many other potential travelers have had their credit card charged only later to find out that there is not refund. Thank you.

  Business response

  01/19/2023

  This booking was made and paid for on January 3rd. As you can see in the first attachment the website Terms and Conditions were accepted when the booking was made. The Terms and Conditions state that these tickets are non-refundable unless marked otherwise. The Terms and Conditions are also attached. The customer then cancelled the trip on the tenth as you can see in the second attachment. After cancelling the trip, we did create a credit for the customer that can be applied on a future booking with us for $116.00, the same amount the customer paid for these cancelled tickets. A screenshot of the $116.00 credit is included in the third attachment. Please let me know if you have any other questions or concerns. 

   

  Thank you,

   

  ****** ****

  **************************

  Customer response

  01/19/2023

  Complaint: ********
  
  I am rejecting this response because: 

  If anyone at the BBB goes to their website. Moves through the process of booking a fare. At no time does the "terms and conditions" come up for review. Neither is there a button for making a reservation other than "standard".

  It still is not obvious (not sure even where to look) for that which is a "refundable" fare.

  This is obviously set up to charge people and then only allow them a credit for a fare to use their service another time.

  
  Regards,
  
  ******* *******

  Business response

  01/25/2023

  Hello,

  A link to the Terms and Conditions are listed on the payment section on our booking flow. The payment section also does mention that by completing payment you are accepting the terms and conditions. The first image attached does include that section of the booking flow for customers. The second image from our internal system showing the Terms and Conditions were accepted on this particular booking. The booking flow at no time mentioned that this trip was refundable. Plese let me know if you have any other questions.

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business. It's not satisfactory but it appears to be how they make money.

  The amount is not worth filing in small claims.
  
  Regards,
  
  ******* *******

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I planned a trip using Landline leaving Duluth Nov 20, 2022 to Minneapolis MN airport and returning Dec 1, 2022. I cancelled the trip and am waiting for my refund of $60. Booking reference is ******.

  Business response

  11/16/2022

  Hello,

   

  This customer purchased tickets for one of our shuttles on 10/11/22 on our website. I have included a screenshot of the transaction in our internal booking system. When purchasing tickets on our website the customer agreed to our terms and conditions which states that a non-refundable ticket cannot be refunded for any amount. One of the screenshots will include the terms and conditions for our reservations listed on our website and the other will include confirmation that this customer accepted those terms and conditions when purchasing the tickets. She then cancelled the trip on 10/27 on our website. When calling us to request a refund, we apologized and informed her we were unable to provide a refund in this case per our refund policy. We did offer this customer a one-year credit for a future reservation worth the $60.00 she paid for the initial ticket. She did mention to our representative that she may not travel again in the next 12 months. To accommodate this passenger, we created the credit using the booking code ****** that would be valid for her to use for the next 18 months as opposed to just the standard 12 months. I have included a screenshot with the details for this credit voucher we made for this customer. Please let me know if you have any additional questions or if there is any additional information you would like me to provide.

   

  Thank you,

   

  Connor Z***

  **************************

  Customer Response Center Manager

  Customer response

  11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩