Complaints Policy

At RDU Shuttles, we hold ourselves to a high standard of service. We take every piece of customer feedback seriously — including complaints — because they help us improve. If something didn't go the way you expected, we want to hear about it and make it right.

How to Raise a Complaint

If you have a complaint about any aspect of our service — a late pickup, a driver interaction, a billing issue, or anything else — please contact us directly:

• Phone: (984) 238-9368 — calling is the fastest way to reach us
• Email: contact@rdushuttles.com
• Online form: Contact page

When raising a complaint, please include:

• Your name and contact information
• The date and details of your trip
• A description of the issue and what outcome you're hoping for

What Happens After You Contact Us

1. Acknowledgement: We will acknowledge your complaint within 1 business day by phone or email.
2. Review: We investigate the issue — speaking with the driver, reviewing scheduling records, and gathering all relevant information.
3. Response: We will provide a substantive response within 5 business days, including our findings and any remedy or resolution offered.
4. Resolution: Where appropriate, remedies may include a partial or full refund, a complimentary future booking, or another form of goodwill resolution.

Escalation

If you are not satisfied with our initial response, please reply to our communication and request escalation to our management team. We are committed to treating every complaint fairly and finding a reasonable resolution.

Confidentiality

All complaints are handled with discretion. Your personal information will only be used for the purpose of investigating and responding to your concern.

Contact Us

RDU Shuttles
Serving RDU & The Triangle
Phone: (984) 238-9368
Email: contact@rdushuttles.com