Complaints

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $104.00 for a ticket from ********* to *********** for 07/23/2024, departing at 6:32pm, for my niece. The ticket number was ******. I was given the pick up address as ***********************************. This was the pick up address listed on my ticket. I waited until 6:45pm and called the number the website showed. I spoke to a man who confirmed i was at the correct location and that the shuttle was on its way. At 7pm I called the number again and the call went to a recording stating the subscriber was no longer available. Then I got a call from the number **************. This man told me he was at a *****************, which was an hour away if I walked, and said I had to get to him! I called the 702 number again and the same man finally answered! He confirmed the shuttle was at a *****************. I explained that I had been told I had to get to the Shell, and had no way there. The man put me on hold and the call was dropped. I tried calling back and only got recordings. I stopped calling at 7:30pm. So this left my niece stranded in *********, and out my ticket fee of $104.00

  

  Business response

  07/30/2024

  After thoroughly investigating the matter, we have determined that our driver was at the correct pick-up location as specified in the passenger's ticket. Unfortunately, the passenger was waiting at the return pick-up location instead of the designated pick-up point.
  
  It is the passenger's responsibility to be at the correct location at the scheduled time. Since the passenger was not at the designated pickup spot, we were unable to provide the service as planned. Consequently, we do not approve the request for a refund as the issue was not due to any fault on our part.
  
  I have attached the passengers tickets (Passenger bought a round-trip ticket), email confirmations (listing the correct addreeses for pick up and return trip), website screenshot of the pick up address and a picture of our GPS tracker showing the driver at the correct pick-up location.
  
  We strive to provide excellent service and clear communication regarding pickup locations to avoid such situations. We encourage passengers to verify their pickup locations in advance to ensure a smooth experience.
  
  Thanks,
  ***************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to request all documents for this company and booking for ticket *****, code PF ********** and any other with my name and h sob August 25, ****. I'm requesting proof and copies of the one booking 4/17/2023 the bus was late before I was reschedule on 04/18/2022 at 12pm would be one that was said the bus didn't operate that time. A copy that says my booking was lost and the my aeat was not sold. Or a full refund would help lots and lots. Thank you. EJJ

  

  Business response

  06/27/2023

  On Monday 4/17/2023 at about 9:15AM, client ************************************ showed up at our ***************** and purchased Ticket #***** to travel from San Ysidro to *** Vegas in our Tuesday 4/18/2023 12:00PM departure on seat #**. She received a printed version of her ticket, which is the one she shows in her photo attachments. 
  
  On Tuesday 4/18/2023 at about **:23AM, client called our *************** office *************) to request a trip reschedule since she was not going to make it on time to her original trip. Her call was transferred to our ***************** *************) and our SY dispatcher processed her request and rescheduled her trip for our Thursday 4/20/2023 at 6:00pm departure on seat #**. She was informed that a $5.00 rescheduling fee would be required at the time of check-in, and she received a system generated SMS confirmation with her trip details on her phone number ending in ****, since by phone call there was no way to provide her with a printed version of her updated ticket (see attached SMS History - 1st message). We have a recording of this call, in case it becomes necessary to provide it. 
  
  On Thursday 4/20/2023, client showed up on time for her 6:00PM departure. However, as our Travel Policies state (************************************************************), as with any ground transportation carrier, our lines are not exempt to experience considerable delays caused by heavy traffic or accidents on both outbound and/or returning journeys. All passengers were informed that there was a 1-hour delay with this departure, and all of the passengers accepted to wait except *******************. She requested we reschedule her trip for the following Tuesday 4/25/2023 at 12:00PM. We understood her reasons and processed her request waiving any rescheduling fee, and proceeded to send her a new system generated SMS confirmation to her phone number ending in **** (see attached SMS History - 2nd message). Our trip departed exactly at 7:04PM with 7 out of the 8 passengers originally scheduled. 
  
  On Tuesday 4/25/2023, client did not show up for her scheduled 12:00PM departure, nor did she call to inform she was not going to make it. She did call our LA office *************) on the same day at 6:45PM to complain about the fact that she missed her trip. But it was determined that since the trip was available and on time, and she had not showed up nor rescheduled on time (before 12PM), and the company saved the seat and did not sell it to any other passengers in need to travel, *********************** ticket was deemed unusable. 

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