Customer Service Charter & Mission Statement

Introduction

Escape Shuttles started as a small family run Airport shuttle service 2015, operating to and between Brisbane and Gold Coast, our service expanded with Airports Charters and transfers, Theme Parks, Gold Coast Hinterland, Tamborine Mountain and Thunderbird Park.

2019 is exciting with our restructure, new partners, growth and expansion into new services.

Customer Service Charter & Mission Statement

All Escape Shuttles staff are committed to increasing customer satisfaction, provide clean, safe and value for money services.

Customer Service Charter Guiding Principles

We are in the customer service business, we will be courteous and helpful at all times. We will be fair and open in resolving any of our customers’ issues.

To be flexible and practical in making prompt decisions that affect our customers. We will respond to customer issues promptly by resolving them as soon as possible and make decisions based on the best long-term interests of our customers.

Our customers will help us deliver on these principles by acting appropriately when on board our services and by letting us know how we can improve our services; we will take on-board feedback of all types to enhance our customers’ experience.

Treating all customers equally

We are committed to giving a quality service that suits all of our customers. We will not tolerate any discrimination of gender, age, disability, race, religion, marital status, family status or sexual orientation.

We will make all efforts to accommodate customers with disabilities and meet the needs that are specific to particular groups of customers.

Offering a service for everyone

We are committed to helping everyone use our services. As part of this:

Our Shuttles are wheelchair accessible and auto steps for assistance.

We are easily contactable through our websites email and phone and were working to increase our service

You can get information on our website Terms & Conditions at: www.escapeshuttles.com.au

Providing a service, you can count on

Escape Shuttles provide a Clean, Safe, Secure, and Value for money Shuttle Service we will do our best to provide a reliable service, but sometimes situations beyond our control, such as weather, road conditions or heavy traffic and breakdowns affect how reliable our service can be. However, at least 99% of our services will arrive on time and will not leave until the advised time (unless there is a good safety or service reason).

Our transit stop services are popular – which means sometimes it may take a few minutes longer.

Keeping you informed

Any change in our service, the information will be posted on our website and will explain why we are making the change and tell you how it will affect our service.

All fees and information are on our website: www.escapeshuttles.com.au

We will make sure correct and up-to-date information on our website is available at all times regarding our service.

Keeping our system clean

We will inspect and maintain all our vehicles regularly to make sure that there clean and safe.

Answering your calls

Our Service is available 24/7 days a week. All calls made to the Customer Service may be recorded for training and quality assurance purposes.

If you need to speak to somebody outside office hours, please refer to the General Contact Information section of our parent website at

http://escapeshuttles.com.au/contact-us/

Testimonials or making and handling suggestions and complaints

We want to hear from you on how we are doing. We need your suggestions and complaints to help us improve and make our service better.

If you found our service helpful please leave a testimonial, or if you have a complaint about our service, we would like you to let us know.

You can do this online or by mail.

Online:

http://escapeshuttles.com.au/contact-us/

Phone: 1300554940

Mail:

Escape Shuttles

PO BOX 3343

LOGANHOLME

Qld 4129

If making a complaint, please give us as much detail as possible, including:

  • the date and time of travel,
  • a vehicle number (registration number of the Shuttle)
  • where you were leaving from and going to, and
  • a contact phone number, in case we need more information.
  • We will treat any customer complaints fairly and sensitively and keep them as confidential as possible. When we receive your complaint, we will investigate the complaint fully (when requested) and, in 95% of cases, send you a complete reply within 15 working days. If you are not happy with the reply, contact us. Your complaint will be reviewed and you will be notified of the results within 15 working days.

General Contact Information

In the “Contact Us” section on our website you will find our contact details and address, the most commonly asked question please see FAQ in the top bar of our parent website www.escapeshuttles.com.au