ComplaintsforCincinnati/Northern Kentucky International Airport
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Complaint Details
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Initial Complaint
03/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello. I've tried to email CVG twice (the second email was sent below; I believe the first was on their website as I do not have a copy) and *** one knowing it is from the second runway that I believe is *** where the noise is coming from. Here is my original sent. No one has replied. The planes land so low and when they come in it's consistently like every 5 mins one on top of the other. This wakes me and my toddler up often. I prefer email communication please. Emailed *** 2/1/23 From: ***** ********Business response
03/10/2023
Dear *** ********,
Thank you for surfacing your initial noise concern and request for follow-up to our attention. It is our priority to address all questions and concerns promptly and with factual inputs. We can also assure you that we make every effort to investigate and address them as soon as possible given our sensitivity to the topic in consideration for our community neighbors balanced with the complexity of air navigation.
Admittedly and disappointingly, it appears our response process failed in your case and for this, we are deeply apologetic for mishandling your initial concern and not responding in our normal timely fashion. When researching our records via the information you provided via the BBB, we located your initial contact and acknowledge that it did not have a documented response associated. We are taking steps to ensure that such incidents do not happen again.
On our request, a member of our noise research team has tried reaching your personal line and may have established contact by the time you receive this written correspondence. Given the length of time, we wanted to speak with you in person to share the specific flight details related to the date/time that you described, address your general noise concerns, and to clarify what social media may have inaccurately suggested as being present-day fact. You will also receive a follow-up email to your inbox confirming the same.
Thank you again for bringing this to our attention and again, our sincerest apologies for the initial lack of response. This is not the impression that we want to leave among our community neighbors as we continue to grow successfully together. If you have any further concerns, please do not hesitate to contact us through the Noise Department; ************************ or ###-###-####.Sincerely,
Brian C***, Chief Innovation Officer
Adam K*******, VP Customer Experience
Initial Complaint
02/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On July 8, 2022, I attempted to reserve CVG premium parking using my loyalty rewards points for a flight scheduled on September 21-28th. I was instructed by "*****" that despite my loyalty rewards points, I would need to pay "up front" for the reservation and then submit the receipt to her for reimbursement (see attached). Since that time, I have submitted the receipt three times and called and emailed ***** well over 20 times requesting reimbursement. I have also provided ***** my updated phone number and mailing address to expedite communication and reimbursement. Despite her repeated reassurance that I would be reimbursed, I have yet to be reimbursed or received any response to my complaint. Since January, ***** has stopped responding to my voice messages and emails. I have also attempted to reach Carlos R her supervisor without success. I am seeking reimbursement for $178.00.Business response
03/03/2023
Dear Ms. ******
Thank you for bringing to our attention the issue you experienced requesting a refund from our parking and ground transportation service provider. We sincerely apologize for the frustration with the ensuing conversations and subsequent delay while pursuing the same. We equally recognize the disappointment this may have brought about with the associated loyalty program and overall parking program. This is not the experience we would expect for our guests and loyal parkers of CVG.
Our service provider has processed your refund. A credit for the full amount requested has been applied to the original form of payment. You should see a credit in your next few days, if not already. A member of our staff will be following up with additional written correspondence along with a copy of the refund receipt (redacted copy also included in this e-note).
We would like to assure you that we take your feedback seriously and will work closely with our business partners and internal contract management team to ensure that all customer inquiries are addressed in a timely manner. We understand that prompt communication is essential to providing exceptional service and resolving issues effectively.
We value your business and appreciate your patience while we work to improve our processes. Our team is committed to providing a positive customer experience, and we will take the necessary steps to ensure that your future interactions with us are seamless and stress-free.
Thank you again for bringing this to our attention. If you have any further concerns, please do not hesitate to contact us.Sincerely,
Brian C, Chief Innovation Officer; bcobb@cvgairport.com
Adam K, VP Customer Experience; akressler@cvgairport.com
Customer response
03/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
Regards,
***** *****
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.