Customer Reviews for Valley Express, Idaho's Premier Tour & Charter Company
Susan Lynch on 3/16/2012 4:13:48 PM
I was among those who missed my plane because of the situation described by Hayley Edwards. The sad part about it from my point of view is that I'll probably not return to Sun Valley, (there are many resorts in the Rockies to chose from, after all) since SVE appears to have something close to a virtual monopoly on van service between there and Boise. For now, it doesn't seem worth it.
Hayley Edwards on 3/16/2012 10:04:34 AM
My travel companions and I were forced to spend two and a half hours in the Boise airport waiting for a shuttle to Sun Valley for which we had prepaid because, according to an employee of Sun Valley Express, "we just sent two full buses . . . we have to wait for one to come back." Question: were those buses full of confirmed passengers? Fast forward seven days and we discover that we were booked on a return shuttle that had us arriving at the airport at the precise moment that our flight was to depart. Needless to say, we missed it and had to stay in Boise for the night. As a result, not only were we forced to incur the cost of a hotel, meals, etc., but we also did not arrive in Philadelphia until the wee hours of the following Monday morning.
Anticipating that we were going to miss our flight, I called SVE from the shuttle, which was inexplicably stopped at the post office waiting for additional passengers (?) and spoke to an exceptionally unrefined, unprofessional, unsympathetic, and decidedly flippant "customer service" agent named Robin, who told me in so many words that SVE would not make a booking mistake (so then we must have hacked her computer and booked OURSELVES on the wrong shuttle), and that she could not do anything to help us. Additionally, she invited me to "complain all [I] want[ed]" because she had already listened to 70 complaints from "you all" that morning. By "you all" I assume she meant the other members of the National Brotherhood of Skiers who were less than satisfied with the piss-poor service that Sun Valley express had to offer.
It turns out that there had been an itinerary change through the airline and we had been re-booked on both our outbound and our return flights. SVE still had the original return flight time in their records, so the shuttle on which we were booked was appropriate. Robin claims that we never sent the change, so it was "not [their] fault." Mistakes happen and it is certainly possible that we failed to forward the itinerary changes and if that were the case, we would just take the loss; however, (these questions are for you, Robin) if SVE did not receive the email containing the changes to our itinerary, how did they know to change our reservations for our outbound shuttle? If they did not receive the changes, why did a representative call my mother and my travel companion and tell them that our new flight time was not compatible with the original shuttle schedule? Things that make you go "hmmmm," right?
Regardless of who was at fault here, the point is that customer service we received was sub-standard, and the proprietor of that "service," proletarian--at best. Due to what had to be extreme fatigue from doing the job that she has chosen for herself, Robin never let me ask those questions, nor was she forthcoming with the information that I requested regarding contact information for management or event the owner (she doesn't know who that is), and since the website contains about as much useful contact information as does Robin, I am forced to articulate my dissatisfaction through this review. Sun Valley Express is the worst. I wouldn't recommend it to anyone. Given no other option, anyone needing transportation from the Boise airport to Sun Valley should walk.
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