It’s soooo interesting to me that the tag line for Peter Pan Bus Bonanza Lines reads “The People Professionals.” This is because I can say without reservation that the bus driver I met through Peter Pan Bonanza is the only one in my lifetime who ever threatened to drive away knowing my luggage was still on the bus.
I boarded the Peter Pan Bonanza Shuttle Bus at Boston’s Logan Airport to get from Boston to Cape Cod. The idea was to begin a relaxing long weekend. Unfortunately, the word “relaxing” doesn’t come close to describing what happened at the end of the bus ride, when I waited patiently for the driver to retrieve my luggage from the bus's luggage bin.
The driver’s reaction: “Did ya' get it?”
I remember blinking twice to absorb his less-than-helpful words. I then recall squatting to be eye level with the 100 other black bags in the bin.
“You’ll have to get some of the luggage out of the bin before so I can see which is mine,” I say, my anxiety level rising with each syllable.
At this point it is apparent that the driver’s interest in locating my luggage is almost nil. After taking 2 or 3 pieces out of the bin, he delivers a KICKER of a quote with unbelievable calm and audacity: “Well, I am going to be late to my last stop. I may just have to go away and come back if you can’t find it.”
Ahem. Why in the world would it be ok for Peter Pan Bonanza’s driver to suggest that:
a) He doesn’t feel like looking for my luggage
b) Doing so would conflict with his schedule
c) I spend the next hour of my vacation, after being on a plane for 2.5 and a bus for three, waiting for him to go to his next stop and bring back my luggage
With these thoughts top of mind, the words gush out of my mouth with the sheer force of a volcanic eruption: “NO!” “YOU WILL NOT LEAVE WITHOUT MY LUGGAGE. EXPLETIVE, EXPLETIVE, EXPLEVITIVE!!!!!”
That didn’t exactly help the situation.
Next thing I know, the two friends waiting for me and I crawl inside of the luggage bins to do the job that was apparently above this bus driver. Then one of my friends asks the bus driver to open the one remaining unopened bin.
“It’s not in there, “ he says flatly. “That’s the bin for people going to (the town of) Woods Hole.”
What next, you ask? My friend takes it upon herself to open the remaining bin. Guess what….Luggage found! I know it’s so hard to believe, but Peter Pan Bonanza’s driver was wrong.
Now what?
After reaching my destination, I call customer service. A teen answers and asks me to file a complaint. I angrily explain to her that I am not interested in filing a complaint. I am interested in talking to a live human who will explain to me why Peter Pan Bonanza’s driver thinks it ok to drive away with my stuff.
I am told that someone will call me back on Monday to hear my complaint. Did that happen? Umm…in a word – no.
The happy ending
Finally, after talking to someone in charge of sales, I am told that the Executive Vice President is going to call me. He does. I appreciate that there are actually two entire people at this company willing to hear my complaint and follow through with something.
He tells me that the incident will be investigated, and that I will be contacted when he has more information. I don't believe him since I don't trust this company as far as I can throw it, but he follows through within a week. I am relieved.
He tells me that the bus driver will be retrained and that the incident will be “written up” and put into his file. If the incident repeats itself the driver will receive disciplinary action, possibly suspension. Can’t say that makes me unhappy. Last but definitely not least, I will get a complementary shuttle ticket if I should choose to chance another bumpy ride. That does make me happy.
The morals of this story:
They are simple:
1) Companies that specialize in tourism should not make travel stressful for their customers. Avoiding threats to drive off with their luggage might go down in the books as a good idea, even a best practice!
2) Companies should return calls when they say they will.
3) Companies should hear complaints from their customers.
4) Companies should reimburse customers for inconveniences.
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