Eight Black Shuttle Company Issues Apology and Refund Plan for Unused Vouchers
Eight Black, the Boulder County-based airport shuttle company, has issued an official statement addressing customer concerns following the recent closure of its shuttle service. The company has announced that it will be offering full refunds for all unused vouchers and has outlined steps for customers to initiate the refund process.
In a statement shared on both the company’s Facebook page and website, owner and founder Simon Chen extended a sincere apology to affected customers and the broader community. He acknowledged that his initial communication regarding the shutdown failed to include details about voucher redemptions — an oversight he regrets.
“I sincerely apologize for not including information about how we would handle vouchers in our previous email regarding the closure of our shuttle business. That was an incredibly difficult day for me professionally,” Chen wrote.
Chen assured customers that a dedicated refund system is currently in development. His goal, he emphasized, is to ensure that every customer who purchased a voucher receives a full refund, regardless of how long the process may take.
“We are actively working on a system to manage the refund process, and it is my full intention to refund every single customer, no matter how long it takes,” he stated. “I know this situation has been a letdown for you and for the Boulder County community.”
According to the statement, customers must complete a voucher refund request form to be included in the process. Once submitted, they will be contacted directly by the company with further instructions.
Priority for refunds will be given to those who purchased vouchers during the company’s most recent sale. While the company aims to complete all refunds as soon as possible, the process may take up to 12 months due to the volume of requests.
“If we can make it happen sooner, we will,” Chen added. “I am truly sorry for any inconvenience caused by the closure of the shuttle service.”
Eight Black’s commitment to transparency and accountability is a step toward regaining customer trust after its unexpected shutdown. Customers are encouraged to check the company’s website for updates and complete the refund request form to begin the reimbursement process.
