Coach USA Bus Drivers

I am not sure if this email will get the necessary attention needed or just be treated the same brash way that all the Coach USA/Shortline passengers are treated. This is not my first experience of coming across a completely unreasonable, rude and unprofessional driver with Coach USA. Today's experience left me completely baffled as I was left stranded by a driver at the Ridgewood park and ride even though he realized that the mistake was made by the dispatcher in NYC.

I take the 5:45 PM bus to Mahwah from Gate 315 and today the bus has a flat tyre the minute it pulled out of the gate. The driver panicked and asked the Mahwah passengers to get in the bus leaving from gate 314 at 5:47 PM. He gave back the ticket, which was taken by the driver immediately at Gate 314 standing side by side, without any questions. As we approached Ridgewood, I asked the driver if he was going through Franklin Turnpike and instead of replying politely, I was shocked to get an absolutely rude response of " I am going no where near there!!" I told him about the switch over at Port Authority and he claimed that he mentioned to me at the gate when taking the ticket that he will drop me off at Ridgewood. That was an absolute lie as I never exchanged a word with him. It was just my hunch that made me ask him in Ridgewood if the bus was going to Mahwah. I asked him if I can get the MAhwah stub back so I can take another bus to MAhwah. He then to my surprise again turned violently angry and started yelling and said he is not going to give me back anything and that I should make arrangements for pick up. I got off and took another bus and then walked home.

I don't understand if it is the training they get to just be outright rude with passengers because that is the only way they can make things easier on themself or if Coach USA genuinely hires bullies in the hope of making their operations profitable. A very bad experience again with Coach USA that I am sure will someday reflect on the performance of the company. .....Very large conglomerates have gone out of business due to callousness. Just an advice from a business executive who understands the value of customer service to Shortline Bus .....please pay attention to what your customers are saying and reprimand bad behaviour. Alternatives emerge very fast and Shortline Coach USA is no exception!!!I will use this as a case study at my MBA class that I teach at a university

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Yes, you are absolutely right. Most of the bus drivers are rude and ill behaved. The other nighmare is about hygeine in the bus. A/C and ventilation is poorly maintained, when you request for ventilation or AC to be switched on; you get rebukes from the drivers. Either the bus is too hot, humid and stuffy or just cold. There is no rule set to maintain a standard degree of proper air maintainence in the buses. I used to request drivers to rectify - now I have given up - I had a similar incidence today with the 5.40 bus from Crosstown to East Brunswick - the bus was running late and it was stuffy and terrible inside; there were women fanning themselves. Hope we do get some atlernate to this sham called coach usa.

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Dear Sir,

We apologize for the inconvenience you experienced last night we presume, at the Port Authority. If you take a 5:45pm schedule to Mahwah, it is run 293 via Upper SAddle River and is the only run that serves Mahwah via this route. When the unforeseen flat tire occurred, and passengers were directed to the 5:48pm, Run#933, they could only go to point along this route which served Franklin Tpk. to Mahwah. There is another express bus at 5:50pm which serves Ridgewood but not Mahwah. Passengers could use any of these schedules to get close to the Upper Saddle River points, however the run was cancelled. In this case people normally would get rides since it is very close to Rt. 17. Our supervisors should have been at gateside to help passengers select alternate schedules. We will utilize your complaint to prevent this from occurring again. Thank you.