Complaint P-2026-0142
Appeal / review (after step 5)
Vehicle no-show · Fatima Benali
Open in the AI assistant (case P-2026-0142)
Progress
- Received(completed)
- Sent to the RTL(completed)
- Under investigation (RTL)(completed)
- RTL response received(completed)
- Member informed – closed(completed)
- Appeal / review(in progress – extra step)
Summary
- Member
- Fatima Benali (no. 1003) · prefers : Text message (SMS)
- Category
- Vehicle no-show
- Incident
- , 13 h 30
- Trip
- Domicile, Saint-Hubert → Centre de jour
Booking A-449871 - Received
- · Phone
- Filed by
- Julien Martel, on behalf of the member
- RTL reference
- RTL-26-09994
- Due date
Review response- Assigned to
- Julien Martel
Description of events
The vehicle never showed up. The member waited outside for 50 minutes before calling dispatch.
Attachments
- Courriel-membre.pdf (PDF, 84 Ko)
- Reponse-RTL.pdf (PDF, 212 Ko)
History
Oldest first.
Complaint received
Member's call logged. Facts collected and read back to the member.
Sent to the RTL
Complaint sent to RTL customer service with the member's consent. Reference assigned: RTL-26-09994.
RTL opened an investigation
The RTL confirms it opened an investigation with the carrier.
RTL response received
Written response received: the RTL acknowledges the failure and lists corrective measures (carrier reminder).
Member informed – case closed
Response read to the member by phone and sent in their preferred format. Member satisfied.
RTL response received
The RTL attributes the no-show to a dispatch error.
Member informed
Response shared with the member, who finds it insufficient.
Review requested (appeal)
Review request sent to the RTL at the member's request. Follow-up planned on October 30.