Robby A.
I have been a loyal customer of On Air…
I have been a loyal customer of On Air Parking for years, but after my recent experience, I can no longer recommend this company. On July 26th, my family and I were involved in a serious car accident just 20 minutes away from the parking facility. We were transported to the hospital with injuries, and my car—now in the shop and possibly totaled—never even made it to the parking lot. I provided all proof of the incident including police report, hospital record, pictures of car damaged as requested by their agent, they made me send an email then I receive reply from a manager name Josephine with caring about my family then she tell and reached out for assistance, explaining the circumstances. Despite this, my request for a refund was automatically denied because it did not meet their cancellation policy. While they sent a message expressing sympathy, their actions showed no compassion or willingness to make an exception for a long-time loyal customer facing an emergency. Policies exist for a reason, but so does customer care. In this case, On Air Parking failed to show either flexibility or genuine understanding. Sadly, I will not be using their services again.
Response from On Air ParkingJul 30, 2025
Thank you so much for taking the time to share your experience Robby—and first and foremost, we sincerely hope you and your family are recovering well after such a difficult and traumatic situation. I left a couple of messages in hopes we could speak live, as I really wanted to connect with you directly. We're truly sorry we weren’t able to do that, but I want you to know we've read your message carefully and taken it to heart. You're absolutely right—we missed the mark here. While we do have a policy that typically prevents refunds after the reservation start date, there are rare and urgent situations like yours where compassion and flexibility matter most. This was one of those times, and we should have recognized that from the start. We've used your experience as an internal example to help train our team and ensure we're always doing our best to support our customers, especially during emergencies. We've issued a full refund for your reservation, and we genuinely hope you’ll consider giving us another chance in the future. Thank you again for your loyalty and for helping us do better.