The Megabus Response
This post is a follow-up to an open letter I addressed to Megabus.com and its parent company, CoachUSA, after a horrible experience I had while making a familiar (and normally tranquil) trip from Chicago to Cleveland.
Here's what a manager, says when one of his employees calls someone "a cripple" while providing shitty service. To his credit, I think he has responded with compassion and a sincere-sounding apology.
Colin,
As manager of megabus.com I would like to sincerely apologize to all
those involved for the inconvenience you all experienced on this trip.
The actions you described that were taken by Mr. Washington are
unacceptable and unprofessional and I can assure you that proper
disciplinary actions will be taken to avoid a situation like this in
the future.
Our website does specify on the front page and in the help section,
that a standard size suitcase was required to board the bus. However,
since it was your only piece of luggage this should not have been a
problem for this trip and the driver should have made an exception.
But please make note of this for the future, that will not be
considered a standard piece.
The other situation is a whole different story.
Megabus.com strives
on providing the best service possible and that includes those who
require wheelchair assistance. There is a specific key that is
required to open the compartment that holds the ramp for the
wheelchair, but there is no excuse for the drivers remarks and
inability to tie down the chair. This again is unacceptable and I can
assure you I will make it a point to contact all of our drivers for a
reminder and refresher on the situation.
Please accept my apologies and forward on to your companion. I would
be more than happy to provide you with a full refund for this trip as
well as a complimentary ticket to use in the future without service as
a token of our apology. Can you please provide an email address that
was used to purchase the tickets? With that I can access your records
and complete the refund. Thank you!
Matthew Eggert
megabus.com
inquiries@megabus.com
This post is a follow-up to an open letter I addressed to Megabus.com and its parent company, CoachUSA, after a horrible experience I had while making a familiar (and normally tranquil) trip from Chicago to Cleveland.
Here's what a manager, says when one of his employees calls someone "a cripple" while providing shitty service. To his credit, I think he has responded with compassion and a sincere-sounding apology.
Colin,
As manager of megabus.com I would like to sincerely apologize to all
those involved for the inconvenience you all experienced on this trip.
The actions you described that were taken by Mr. Washington are
unacceptable and unprofessional and I can assure you that proper
disciplinary actions will be taken to avoid a situation like this in
the future.
Our website does specify on the front page and in the help section,
that a standard size suitcase was required to board the bus. However,
since it was your only piece of luggage this should not have been a
problem for this trip and the driver should have made an exception.
But please make note of this for the future, that will not be
considered a standard piece.
The other situation is a whole different story. Megabus.com strives
on providing the best service possible and that includes those who
require wheelchair assistance. There is a specific key that is
required to open the compartment that holds the ramp for the
wheelchair, but there is no excuse for the drivers remarks and
inability to tie down the chair. This again is unacceptable and I can
assure you I will make it a point to contact all of our drivers for a
reminder and refresher on the situation.
Please accept my apologies and forward on to your companion. I would
be more than happy to provide you with a full refund for this trip as
well as a complimentary ticket to use in the future without service as
a token of our apology. Can you please provide an email address that
was used to purchase the tickets? With that I can access your records
and complete the refund. Thank you!
Matthew Eggert
megabus.com
inquiries@megabus.com
This post is a follow-up to an open letter I addressed to Megabus.com and its parent company, CoachUSA, after a horrible experience I had while making a familiar (and normally tranquil) trip from Chicago to Cleveland.
Labels: transportation
posted by Colin Morris at 23:42
2 Comments:
I agree, the letter seems sincere and the manager seems intended to take action. I really appreciate your prompt response to the trip, in the very least it was an adventure we learned from.It is amazing how ignorant society/individuals is/are to accessibility issues. After visiting Washington, D.C. however - where everything, including decades old monuments and the city rail system are all accessible - I know that it is more than possible to be all-inclusive to all levels of [dis]ability; it is a matter of social responsibility, awareness, and compassion. Thanks, Colin.
Awesome!!!
It sucks that the whole situation had to happen, but at least you got a sincere response...and some free tickets! Great job!
love,
Maureen
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