So I think most of the people that would actually read this have heard this story, but if you haven't enjoy. Also, this is the first complaint letter I've ever written, so I don't know if this is how you should do it, but I think I got my point across.
My name is [Tabs McGee] and I've been a Trailways rider for well over a year now. I frequently travel between Port Authority bus terminal in New York City and the New Paltz bus station. At this point I would consider myself a seasoned Trailways passenger for the amount of trips I've taken. While there have been some problems with my trips before, none were so bad that I felt the need to voice a complaint. Typically the service is convenient and the drivers are at the very least competent and at the best very friendly.
Today, November 15th 2008, however I cannot keep from voicing a very serious incident that arose in my attempts to use your company's services. I was planning on taking the trip from New Paltz to NYC on the 10:55 AM bus. I had to run to the bus station in the rain to catch it and purchase my ticket, which I was able to do in time. Two buses arrived at the station around 11:05 AM and as usual the people waiting lined up outside the first bus that parked. The driver of the first bus exited the bus and walked to the station house leaving the group of people in line. The staff seemed to be dealing with some issue that had arisen, and after almost 10 minutes of waiting, the whole line of people looked anxious to board the bus. At this point I took it upon myself to speak to the driver and at least find out what we were waiting for. All of my belongings were wet from the rain, I was tired and just wanted to sit down on the bus while the drivers resolved whatever issues they were having.
I approached the bus driver and asked him why we were waiting, to which he simply looked at me and walked inside the station, looking almost insulted. I followed the driver into the station and asked again, "I'm sorry but it's a simple question, why is everyone waiting to get on the bus?" I understand that the driver must have been stressed at the time, but his reply was a simply "Alright smartass." Immediately I lost all sympathy for this man, because as a paying customer, not only did he not provide me with any information, but he had just insulted me. I said "Excuse me but I paid for my ticket and all I would like is an answer." At this point the driver started raising his voice at me, and while I admit it was not the best response, I replied by yelling at the driver, as loudly as I could, because as a paying customer I should not have to deal with being yelled at. At some point during the yelling the driver had grabbed my wrist, so I continued to yell at the driver and one of the workers at the station told me to leave. Rather than argue the point further, I left. Later I returned and apologized to the worker at the station, but the bus driver was long gone. I missed the 10:55 bus, but I was able to take the 12:55 bus home. I would have much rather left at 10:55 however.
I have never complained to a company once in my life before, but this is absolutely outrageous. While I do not believe that the customer is always right, I do believe that the customer should never be ignored, insulted, or yelled at. If the driver had responded with a simple "I'll be with you in a minute" or if we had been seated while he sorted out his problems, I would have even accepted that. However, this driver, a representative of your company, did nothing but antagonize me, a paying customer, with what I used to consider over a year of customer loyalty. In the span of less than a minute your company has lost that entire years worth of loyalty. I will be happy to not use your service ever again, and I will urge all my friends and family to avoid using Trailways as I hope that they are never treated the way I was treated this morning. I am absolutely appalled at the behavior of one of your drivers, who are otherwise good employees. I sincerely hope you take a look at how your drivers react under stress and treat passengers, who are paying your company and just trying to get home.
Thanks for your time,
Tabs McGee
So if there's anything to take away from this, just don't ride Adirondack Trailways unless you absolutely have to.
