Cline Tours, Inc.

I am currently very talken back by the behavior I observed by the bus driver. I am currently on a school field trip to an out of state location. The bus driver started straddling the lanes to the point we almost crashed into another vehicle on the interstate. I looked up at that moment to see the driver was texting and driving. My daughters teacher asked him to kindly refrain as we have kids 7 years old on this but and he was engaging in a dangerous act. He pulled us into a truck stop and refused to move until the teacher was removed.","neg-1

I have been on multiple private bus companies in the last 10 years. Cline Tours' buses are better equipped than the other companies (WiFi, plugs, satellite tv). We always feel safe when riding with Cline. I recently went on a school band competition. After a extremely long day, I developed a headache. As a result, I accidentally left my portable laptop on the bus. When I called Cline, they searched the bus, but nothing was found. When I called back, I spoke to Bud T[redacted]. This considerate man listened to where I sat on the bus and that the laptop was in a dark case that easily hides in case spaces. A short time later, Mr. T[redacted] called me with the great news that he found my laptop. The bus at this point was back at their main bus lot over 200 miles from me. Mr. T[redacted] even arranged to have the laptop sent to a local Cline Tours location for me to pick up. At that local office, Linda was superb at keeping me informed of progress to get it here and when I could pick it up. They were so kind to a very upset person who thought her only computer was gone forever. Cline and their employees have shown me there are still good, honest people in the world!","pos-1

Complaint40 passenger bus booked out of Mendenhall, MS to Omaha, NE on July 16 to July 19. Restroom was not working and leaking air unit on a 16 hour trip.On April 25, 2015 we booked a reservation with Cline Tours (Charter [redacted])for a 55 passenger bus for a trip to Omaha on July 16, 2015 from Mendenhall, MS. On or around March 12, 2015 this reservation was changed to only a 40 passenger bus as we only had a group of 40 confirmed for travel. This trip was paid in full with a check. On July 16, 2015 the group was picked up for travel to Omaha, NE. Once on the road, a passenger on the bus attempted to use the restroom and it was discovered the rest room was not in service as there was no solution in the lavatory which could only be added during servicing of the bus. Family members made me aware of the issue as I am the pl[redacted]er for the group and was awaiting their arrival here in Omaha. In addition to this issue, the air condition unit was leaking on several rows and wet six passengers on the bus. A family member on the bus called me from their cell phone and I immediately called Cline Tours to make them aware of the issue and the bus driver was informed to call Paul S[redacted] at Cline Tours. The bus continued its travel to Omaha and I was later informed by the second driver (Bobby R[redacted]) the restroom solution could only be added during servicing however he made some adjustments for the return trip that would allow limited use of the facility.I have sent several emails to the owner (John M[redacted]) and Somer M[redacted] to which their respond was an apology. I requested to speak with him by phone at a number and time convenient for him to which I have not received a response.These issues were huge inconveniences for the family traveling. We wanted to express our concerns when using Cline Tours and bring this issue to your attention. Again, our concerns were the issues on the bus with the restroom facility not being in use and the leaking air conditioning unit. We were concerned if the bus had additional issues and had been serviced properly.Please do not hesitate to give me a call to discuss these issues at [redacted].The contact person I worked with was Somer M[redacted]. The dispatch person was Debbie M[redacted] and the owner I spoke with via email was John M[redacted].Desired SettlementWe made payment in full of our reservation for $7287.For the inconvenience we are asking for a refund of at least 10% of the amount we paid for this travel.Last contact with the owner as follows with an email on July 27, 2015.Business Response [redacted]:Reference is made to your [redacted]Attached is my email response to her complaints dated July 27, 2015.Also attached is the document that she signed relevant to her charter withCline. Notice the ** that I marked. They said nothing about the route untilafter we had the relief driver in place. Once he is in place, he cannot berelocated due to his hours of service requirements. This was not mentionedin your complaint, but it had been mentioned earlier.The other marks show the statement that "we are not responsiblefor........". While I regret the problems, she called them inconveniences,the fact is that they did everything that they had planned to do. As far asthe rest room issue, the toilet was working, the driver failed to turn it onas he was told to do. As far as the air conditioner leaking, they closed thedirected vents when they got cold rather than asking the driver to turn itdown; the vents condensed with the cold/ambient air and formed water drops.All they had to do was open the vents or ask the driver to cut the ac down.She pegged it right, they are inconveniences. They did not alter or changethe trip in any way with regard to times, destinations, attractions, etc.They got what they paid for, a trip to Omaha.Please let me know if you need anything else.Thanks,John