ComplaintsforJet Express

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/4/24 the 10:45pm boat never arrived to pick up people from cedar point following the fireworks and many were abandoned at the amusement park following the 4th of July fireworks . The boat from Kelley’s island went straight to Sandusky without stopping at the cedar point stop according to the posted schedule . People had no vehicles and no way to get out of the park . No Uber or taxis available at the peak hours following the fireworks . The Jet express offered no explanation and no estimate time for the next boat. People with children had no where to go . Past 1am there was still no boat . Taxis were finally able to get to the park to assist people out of abandoned situation. Highly disappointed and afraid to ever use the services again and be abandoned at the port without any way out and no notice to find an alternative. People were unaware of situation for over 30 min following the schedule departure when saw on the scanner boat is not stopping at this port and is heading to Sandusky port instead . Company made no Effort to warn people . Phone numbers of customers are given at the time of booking and ticket sale

  Business response

  07/23/2024

  A complaint was filed over an incident with our boat/schedule. On July 4th, we had a maintenance issue and because of this, our boat departing Cedar Point to Sandusky was delayed. We contacted our passengers via the phone number or email they provided when purchasing their tickets and made them aware of the delay. A former employee, ***** *******, was on the dock at the time and reached out to Todd Blumensaadt (president of the company) via his personal phone number for more details. Todd responded letting him know of the delay and that any passengers who did not want to wait could take a taxi from our Cedar Point location and would be refunded for their tickets. The following day, I (******** *****) reached out to all passengers effected and refunded them the total cost of their ride. We also provided Taxi refunds to any passengers who informed me they had to to take a Taxi. We followed all coast guard and PVA guidelines when changing our schedule due to a boat breaking down. In addition to this, the person who filed the complaint had a direct line to the owner of the company, was refunded and given the same options as all of our passengers. These are not things we can anticipate and had another boat on the run within an hour. The schedule was delayed by an hour and 15 minutes. This passenger was taking our ferry from Cedar Point to Sandusky, where there is access outside of a ferry if they needed to make faster arrangements that we were willing to compensate them for. If you have anymore questions, please feel free to reach me at ************. I can also provide copies of the refunded issued n 7/5/2024.

  Customer response

  07/23/2024

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

  Unfortunately the response you provided was not accurate description of what happened and I’m disappointed you are  misinformed.  
  No one in the line knew about the delay until the departure time was 30 min passed the scheduled time . Around 11:15pm the people in line started to notice on the live radar tracker the boat was heading straight for Sandusky without coming to Cedar Point . And yes it was announced  from the line  the boat was delayed and one should be coming within an hour or so. But .. the boat was NOT there and we were trapped with few other passengers at the park until 1:30am. So that’s definitely not delay of 1hour and 15 min. We even were checking the radar after we finally were able to get a taxi come to the park and the radar never showed another boat heading to that dock . Also other passages who called were told the boat is coming but there is no ETA. Everyone completely understands emergency and maintenance issues happen , however passengers were not contacted to let them know of the delay and in fact cancelled trip, social media page wasn’t updated as it seems like it gets updated with schedules and news on regular basis . And not everyone was offered a taxi refund . We do appreciate tickets refund . Thank you . 
  
  Sincerely,
  
  Abandoned Customers

• Initial Complaint

  08/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This happened on 7/30 . First we were told the price for the tickets were 36.50 we called and seen this on the website . We were charged more than this when we got our tickets with no explanation why there is also nothing on the website that states it would be more at the door. On top of That that guarantee customer experience and seating. The boat was over booked and barely any where to sit this was a Terrible experience wore our mask since it was crowded there was no where to sit and someone asked us to sit next to us when there was no room. We told them we are social distancing and that there was no room and she proceeded to sit on my wife until she scoooted over. (How is there guarnteed seating if this happened) Talked crap the whole time telling us she was going to cough on us and we shouldn’t be out if we wanted to wear a mask. Tried not to engage and we asked one for the crew members for help and he sat there and did absolutely nothing but smile the whole time he asked the lady to move and she didn’t but there was two people next to us who also witnessed this. What I paid for is not what I got . I reached out to the HR dept she stated I was lying. I asked her to pull the camera footage so she could see what happened. There was no other options offered to us as the boat had already started moving. We did not get what we paid for and the amount was wrong anyway. There was no seating for everyone ferry was overcrowded and we were originally over charged

  Business response

  08/03/2022

  Hello, 

  Let's address the pricing first. The posted price on the website is the base price before the fuel surcharge is added. This fuel surcharge has been filed and approved by the Public Utilities Commission of Ohio. This surcharge is directly correlated to the current price of fuel. This fuel surcharge is common practice in our industry. If she would have continued through the checkout process from the screenshot she provided, it would have shown up there with an explanation. 

  Like other modes of public transportation, we have no way of adequately provided a socially distant experience. These passengers were made aware that they were more than welcome to exit the vessel and be provided a refund for their return trip is they wanted to find another mode of transportation; they did not want to do this. This incident happened on Put-in-Bay. They rode an equally as crowded boat to get to Put-in-Bay and did not have a complaint. These individuals were very rude to our employees and did not want any other solution other than to have a whole section of a boat to themselves, which is not possible. I cannot help what other quests said to them while they were onboard the vessel. Our crew is trained to respond to any threats to safety not conversations between passengers. Further, a ticket guarantees you onboard a specific timed departure, not a seat. There are not enough seats when the boat is filled to capacity, standing room only. 

  Please let me know if you have any other questions. 

  Customer response

  08/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: this is false information I’m not sure what this company is referring  to . The website doesn’t say the ticket is for onboarding only it says guaranteed seating which couldn’t be possible if someone assaulted us by sitting on one of us. This establishment has cameras and knows what happened. At no point were we rude to the crew member at no point where we offered a refund or other options the crew member said he was coming back to talk to us and never came back and you can also see that on the footage. We had no issues going to the island because there WAS seating. We should be issued a refund for definitely the price for the way back due to this. If we were offered another option we would have taken it instead of being verbally attacked for 25 min. Again no where on the site does it mention a surcharge and the site mentioned seating which didn’t happened. How can you guarantee seating but then say standing room only? This is 100% false advertising 
  
  Sincerely,
  
  ******* ******

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