LAX Park Place Complaint - Bad customer service

Review by traveling man on 2007-05-24
LOS ANGELES, CONNECTICUT -- The driver of the shuttle bus at LAX Park Place snatched a luggage bag from my wife as she was entering the shuttle bus. As he tried to carry the bag on board my wife informed him that a wheel was caught and to not pull on it. He did it anyway and broke off a wheel. When I arrived on the bus and was informed by my wife what happened, the driver just shrugged and said "what can I do? I don't have a screwdriver to fix it". I called the office twice while on the shuttle and in the airport but was put on terminal hold when I told them the problem. When we returned from the trip I went to the office to pay and to ask what they could do to remedy their destruction of my luggage. One younger employee said 'we are not responsible for what the drivers do'. Another employee mentioned to me something about making out a complaint and it will be forwarded to a complaint department. I could see that there was no complaint department anywhere and was convinced that they were blowing me off. It was an older piece of luggage and quite frankly I suggested that maybe $10 off my fee would be fair as it was not new. They were quite obstinate that they would not reduce my fee and became rather rude and vaguely threatening when I insisted that I talk to someone that I could communicate with who could deal with this matter. I ended up paying the full fee and leaving.
Even if I had not had that unpleasant experience, I was not impressed with the condition of the shuttle bus. it was dirty and in poor condition.
Comments:1 Replies - Latest reply on 2007-05-24
Posted by Anonymous on 2007-05-24:
We park at the Marriott and use their bus. If something like this happens at least you have Marriott to try and deal with and not some half baked parking service. If you want to get a bite to eat or use the restrooms you have the Marriott right there to use. If you have a Marriott rewards credit card and charge your parking you also get points.

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