Veteran clientele of Eight Black, a Colorado-based airport shuttle service provider, remained distressed and dumbfounded last week following the abrupt collapse of the business. Many people were left stranded with vouchers without a refund, and in other cases, complaining of the closure with little or no warning. Company owner Simon Chen has now made a public apology to customers over the unceremonious nature of the closure, and a plan to refund customers is also available.
Sudden Closure Prompts Public Backlash
The privately owned shuttle that ran mostly between Longmont and Denver International Airport did not companies which operate buses or shuttles, shuttles to the airport without informing customers of its closure late Friday, June 14, and it did not immediately explain how it would deal with its outstanding customer vouchers. The unresponsiveness has triggered a panic on social media where customers raised questions and were outraged at having their reliable transportation service yanked out from them without any explanations.
Chen responded formally on Tuesday afternoon, through the company’s Facebook page and website, in what it said it hoped would clear up the confusion and help show the population that it would be returning its money. In the statement, he confessed that the first announcement did not carry important information, and the day he closed was just a day, as described by him as incredibly difficult.
Owner Apologizes, Vows to Refund All Vouchers
Chen said in an email, I genuinely regret not filling out details on how we would go about vouchers in our past email on August 13, 2020, concerning the shutting down of our shuttle business. I had a very tough day at work that day.
Chen has made it clear that he wants to give back to every customer who bought a voucher, but acknowledged that this could take up to a year. The company will contact the customers who have completed a special refund request voucher form, a nd the first preference will be given to those who have bought the vouchers in the latest sale.
“When we can get it done earlier, we will do it,” Chen said. “I regret to say that the shuttle is shut down, and anything that inconveniences was my fault.”
A Trusted Local Service Comes to an End
Eight Black had served the Boulder County and Longmont areas for several years, offering premium airport shuttle services with a reputation for reliability and comfort. The company was popular among business travelers and local residents alike, known for its punctuality and customer service.
The shutdown leaves a significant gap in local transportation options, particularly for those seeking alternatives to larger shuttle services or ride-share platforms. In the wake of the closure, customers and community members are reflecting on the role Eight Black played in the regional travel landscape.
Financial and Operational Challenges Behind the Closure?
While Chen’s statement expressed regret and outlined refund plans, it did not offer a detailed explanation for why the company shut down so abruptly. Industry analysts speculate that rising operational costs, driver shortages, and post-pandemic economic pressures may have played a role. Small transportation businesses across the country have faced increased challenges in recent years, including inflation, fuel prices, and shifting travel demand.
Some customers have praised Chen’s transparency and commitment to issuing refunds, while others remain skeptical, given the long timeline and the lack of detailed financial disclosures. Chen has yet to provide a firm timeline for when the refund system will be fully operational.
What Customers Should Do Next
Customers who hold unused vouchers are being encouraged to visit the Eight Black website or Facebook page to access the refund request form. The company has not yet announced a phone hotline or in-person assistance, which means all refund processing will be handled digitally.
While the refund effort is expected to take up to a year, Chen’s statement indicates that he is determined to fulfill all outstanding obligations, even if it takes time. No mention was made of whether the company plans to reopen or rebrand in the future.
