TORONTO, Ont. – Any customers affected by a lengthy wait on Sunday at the Park ‘N Fly lots in Toronto will be refunded, according to the company’s CEO.
In a statement Park ‘N Fly CEO Ron Bresler said the company prides itself on service, calling the several hour wait unacceptable.
“At Park ‘N Fly we pride ourselves on customer service and today we fell short of our standards. I would like to extend a sincere apology to anyone inconvenienced last night and this morning at our Valet operation,” Bresler said.
“A combination of the snowstorm, flight delays and cancellations created an abnormally high flow of returning customers. This situation caused unusual wait times.”
The statement comes after several Park ‘N Fly customers told 680News they had to wait more than four hours to get their cars Sunday morning.
One passenger called the newsroom and said the people waiting were getting quite angry.
“They told us that all of the vehicles are buried in snow, and that it’s taking them 25-minutes to shovel out each vehicle in order to get it back here,” she said.
CityNews is reporting that there were not enough staff to dig out the cars quickly, resulting in the long delays and a lengthy backup.
One 680News reader said the front desk was also understaffed, with only one woman there in the early morning hours.
Police were called to ensure the crowd stays under control, although officers confirmed to 680News that it was a non-issue.
Affected customers will get a refund as well a free voucher for a future trip, according to Bresler.
“To those of you who returned to Park’N Fly between 10 p.m. on February 9th and 10 a.m. February 10th, we will be issuing a full refund for your parking stay. Additionally, we will be providing you with complimentary parking for a future trip,” Bresler said.
To get their refund and voucher affected customers are being asked to call or email Park ‘N Fly at customerservice@parknfly.ca or (905) 678-4130.
By mid-afternoon the wait and lineup had drastically decreased.
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To think that people cn actually blame the Park N Fly staff for these delays is absolutely absurd!!!! There were many cancelled flights which caused the excess of people wanting to return to PNF to get their cars plus the scheduled arrivals. I have been parking at PNF for over 10 years and have always been happy with the service.
In this particular instance the staff was probably digging out the cars that had been there for a week or two to accomodate the returning travelers but then the storm hit and all the people that parked there that day had to retrieve their cars that were just parked hours before.
What has happened to common sense and understanding, PNF should not have to refund ANYONE for this isolated incedent! In my opinion. A loyal PNF customer!
Two years ago I left my Jeep at Park & Fly for two weeks in the Winter. Had to wait over an hour when I returned altho’ having ordered it by phone from the Airport and then found two(2) feet of snow inside. They had left a window open.
I complained and they offered me…ONE Days free parking/ then GO AWAY!
Hope these poor people get better.
This has happened to me before after a snowstorm, will not happen again because will never use this service.,
I am a Torontonian and as an elite citizen of the center of the universe rose pettals should have been scattered before me as your minions gently carried me to my cleaned and warmed chariot.
LOL!
I was there on Saturday at 530 am, some people had been waiting for upto 5 hrs. The snow wasn’t the only problem, they were very understaffed only one poor woman behind the counter taking the brunt of the already delayed customers.( she did a very good job of holding things together)
Most people were able to contain their frustration.
I feel that their car parking system failed. When I asked if I and a few other guys could help find and dig out cars we were told that it would be impossible because our cars were parked in many different parking lots??
If there was so much time to prepare for this big storm, why would they not have extra staff come in to help? ( my opinion is that they were trying to save money )
At 7am as the day shift showed up things started moving along a little better.
In the end I hope that the ownership of “Park and Fly” learn from this mess. Should have more staff to deal with the situation.
Park happy! Yeah, right. No plan of action in place. They should have been prepped for this.
Can’t the customer help dig out?
I’ve used Park n fly a few times and it was always 7 minute service. People have to realize that was an extreme snowfall and everyone was delayed. Snowplow contracts always state that snow removal times are not guaranteed when there is more than 4″ of snow. It took people 4 hours to drive across the city that normally takes and hour. Suck it up, this Canada and it snows here.