Complaints

This profile includes complaints for Cincinnati/Northern Kentucky International Airport's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cincinnati/Northern Kentucky International Airport

  2939 Terminal Drive Hebron, KY 41048

• 

  Cincinnati/Northern Kentucky International Airport

  PO Box 752000 Cincinnati, OH 45275

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I've tried to email CVG twice (the second email was sent below; I believe the first was on their website as I do not have a copy) and *** one knowing it is from the second runway that I believe is *** where the noise is coming from. Here is my original sent. No one has replied. The planes land so low and when they come in it's consistently like every 5 mins one on top of the other. This wakes me and my toddler up often. I prefer email communication please.
  
  Emailed *** 2/1/23
  
  
  From: ***** ********
  Sent: Saturday, September 10, 2022 7:25 AM
  To: ***** ********
  Subject: To the airport 9.10.22
  
  Good Morning,
  
  I have been waken again by exceptionally loud airport Noise. This is Over the noice of a air filter that is loud enough for a constant fan type noise. I also work from home and it’s soo loud it has been mentioned while inside my house on a call by the caller who had no idea and specifically mentioned airplane noise. This is too loud. I do not currently have the budget to buy new windows and my condo build in the 70s. I also need a new sliding glass door to block this noise. As I believe the noise can be heard through it too. I have heard that the airport has paid for this before through social media. I believe it’s the new or second runway problem. The planes were coming in late last night repeatedly/early this morning near 1 or 2 pm. Please let me know how I can have my windows and door replaced by the airport. My address is *** ****** **** ***** ******** ** please lmk how I can get this in process.
  
  UPDATE: door was replaced 2/22/23
  
  Thank you,
  ***** ********

  Business Response

  Date: 03/10/2023

  Dear *** ********,

  Thank you for surfacing your initial noise concern and request for follow-up to our attention. It is our priority to
  address all questions and concerns promptly and with factual inputs. We can also assure you
  that we make every effort to investigate and
  address them as soon as possible given our sensitivity to the topic in consideration for our community neighbors balanced with the complexity of air navigation.

  Admittedly and disappointingly, it appears our response process failed in
  your case and for this, we are deeply apologetic for mishandling your initial concern and not responding in our normal timely fashion. When researching our records via the information you provided via the BBB, we located your initial contact and
  acknowledge that it did not have a documented response associated.  We are taking steps to ensure that such incidents do not happen again.
  
  On our request, a member of our noise research team has tried reaching your personal line and may have established contact by the time you receive this written correspondence. Given the length of time, we wanted to speak with you in person to share the specific flight details related to the date/time that you described, address your general noise concerns, and to clarify what social media may have inaccurately suggested as being present-day fact. You will also receive a follow-up email to your inbox confirming the same. 
  
  Thank you again for bringing this to our attention and again, our sincerest apologies for the initial lack of response. This is not the impression that we want to leave among our community neighbors as we continue to grow successfully together. If you
  have any further concerns, please do not hesitate to contact us through the
  Noise Department; ************************ or ###-###-####.

  Sincerely,
  

  Brian C***, Chief Innovation Officer
  

  Adam K*******, VP Customer Experience 

• Initial Complaint

  Date:02/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8, 2022, I attempted to reserve CVG premium parking using my loyalty rewards points for a flight scheduled on September 21-28th. I was instructed by "*****" that despite my loyalty rewards points, I would need to pay "up front" for the reservation and then submit the receipt to her for reimbursement (see attached). Since that time, I have submitted the receipt three times and called and emailed ***** well over 20 times requesting reimbursement. I have also provided ***** my updated phone number and mailing address to expedite communication and reimbursement. Despite her repeated reassurance that I would be reimbursed, I have yet to be reimbursed or received any response to my complaint. Since January, ***** has stopped responding to my voice messages and emails. I have also attempted to reach Carlos R her supervisor without success. I am seeking reimbursement for $178.00.

  Business Response

  Date: 03/03/2023

  Dear Ms. ******

   

  Thank you for bringing to our attention the issue you
  experienced requesting a refund from our parking and ground transportation
  service provider. We sincerely apologize for the frustration with the ensuing conversations and subsequent delay while pursuing the same. We equally recognize the disappointment this may have brought about with the associated loyalty program and overall parking program. This is not the experience we would expect for our guests and loyal parkers of CVG.
  

  Our service provider has processed your refund.  A
  credit for the full amount requested has been applied to the original form of
  payment. You should see a credit in your next few days, if not already. A member of our staff will be following up with additional written correspondence along with a copy of the refund receipt (redacted copy also included in this e-note).

  We would like to assure you that we take your feedback
  seriously and will work closely with our business partners and internal contract management team to ensure that all
  customer inquiries are addressed in a timely manner. We understand that prompt
  communication is essential to providing exceptional service and resolving
  issues effectively.
  
  We value your business and appreciate your patience while we
  work to improve our processes. Our team is committed to providing a positive
  customer experience, and we will take the necessary steps to ensure that your
  future interactions with us are seamless and stress-free.
  
  Thank you again for bringing this to our attention. If you
  have any further concerns, please do not hesitate to contact us.

   

  Sincerely,

   

  Brian C, Chief Innovation Officer; [email protected]

  Adam K, VP Customer Experience; [email protected]

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****