Bikeflights.com

Hi Matthew, We’re sorry to hear your bike frame was damaged during shipment. We haven’t received a claim from you yet, but we’d be happy to review it and work through the process with you. Please submit your claim as soon as possible. We ask that damage claims be filed within 7 days of delivery so we can properly investigate the shipment and work with the carrier while the relevant information and documentation are still available. We hope to hear from you soon so we can take a closer look at what happened. - The Bikeflights Team

Hi Chuck, Thank you for the thoughtful feedback. We’re glad to hear the BikeFlights portion of the experience—including the ordering process and labels—went smoothly. We’re sorry to hear about the condition of the e-bikes when they arrived and the additional $500 you had to spend getting them reassembled and usable. We understand that having a bike shop completely disassemble the e-bikes was not what you expected and that the resulting damage and reassembly costs were frustrating. While the packing and preparation of the bikes are handled by the bike shop, we certainly understand how the overall experience reflects on the entire shipping process. If you haven’t already, we’d be happy to review the shipment details and any documentation or photos of the damage to see if there’s anything further we can do to help. Thank you again for sharing the feedback. - The Bikeflights Team

Hi Greg, We understand how frustrating it is to receive a carrier adjustment when you believe the dimensions you entered were accurate. We also understand why you’d be hesitant to have to document every shipment. When UPS applies a dimensional adjustment, we do have a process for disputing it. In this case, we provided instructions on the specific photos and measurements needed to compare the package against the measurements captured by the carrier’s scanning equipment. Unfortunately, by the time those instructions were provided, the box was already with the recipient and likely no longer available to document, so we weren’t able to pursue the dispute further. We certainly don’t want customers to feel that an adjustment is simply something they have to accept. If you believe a carrier measurement is incorrect, documenting the package before shipment—with the full exterior dimensions and shipping label visible—is the best way to give us the evidence we need to investigate and advocate on your behalf. We’re sorry this experience was frustrating, and we appreciate you sharing the feedback. - The Bikeflights Team

Hi David, We’re sorry your bike was delayed and understand the frustration of having to rent equipment as a result. We know that when you’re shipping a bike for a specific event or trip, timing is especially important. We did monitor your shipment closely once you contacted us. The shipment was originally scheduled for delivery Friday, June 26, but UPS reported an uncontrollable delay in its network. We reached out to you Monday morning, June 29, to let you know we were actively monitoring the shipment and that it was out for delivery. We also followed up on your voicemail that morning, and UPS confirmed delivery to the destination that afternoon. Unfortunately, because the shipment was scheduled for a Friday delivery, the delay pushed delivery into the weekend and then Monday. While we can’t control UPS's network or weekend delivery availability at a particular destination, we recognize that this distinction is especially important when shipping a bike for a time-sensitive trip. We’re also happy to review the claim you mentioned. If you submit your documentation for the rental expense, our Claims team can review it against the applicable coverage and determine what may be eligible for reimbursement. We’re sorry the delay resulted in additional expenses and appreciate you sharing your experience. - The Bikeflights Team