First Priority Trailways

I would like to apologize to the customer if she felt that our conversation implied that I did not have care or concern regarding her issue I simply tried to explain that our contract with the vendor states that we are not responsible for items left on our motor coaches This policy is standard on all modes of transportation including school buses, airplanes, metro buses and trains, etc I would suggest that she contacts her insurance company to see if her items are covered I explained to her that our insurance does not cover items left on our motor coaches We value our business relationship with our customers and we hope that customers realize that it is our first priority to ensure that our customers arrive and return safely to their destinations We are sorry that the customer had a bad experience due to the actions of a criminal who had very little regard for stealing items that did not belong to them We again apologize and hope that the customer understands our policySincerely, [redacted] , President & CEO First Priority Trailways, Inc

I would like to apologize to the customer if she felt that our conversation implied that I did not have care or concern regarding her issue.   I simply tried to explain that our contract with the vendor states that we are not responsible for items left on our motor coaches.   This policy...

is standard on all modes of transportation including school buses, airplanes, metro buses and trains, etc.  I would suggest that she contacts her insurance company to see if her items are covered.  I explained to her that our insurance does not cover items left on our motor coaches.   We value our business relationship with our customers and we hope that customers realize that it is our first priority to ensure that our customers arrive and return safely to their destinations.  We are sorry that the customer had a bad experience due to the actions of a criminal who had very little regard for stealing items that did not belong to them.  We again apologize and hope that the customer understands our policy.
Sincerely,
[redacted], President & CEO
First Priority Trailways, Inc.

Review: First Priority Trailways was contracted to provide buses and drivers through [redacted] and [redacted]'s County Public Schools for a day field trip to New YorkWhile the field trip participants were at an Off Broadway performance, the driver of the bus boarded bus to talk to bus 2's driverDuring this time not only was the bus unattended (which is to be expected), but the driver also left the bus unlockedUnfortunately somebody decided to take advantage of this situation and boarded the bus and stole bags, one of which belonged to my husbandThe bag contained his cellphone, [redacted], and my son's [redacted] among other items of lesser valueMy husband is a [redacted]'s County Maryland police officer and his badge was in there as wellNormally we would understand that the bus company claims no liability for items on the bus, but in this situation of the driver's blatant disregard for any type of professionalism, I believe that they need to show some accountabilityFurthermore, the disrespectful communication that I received from the owner, [redacted], was downright unacceptable from a business ownerLeaving the bus unlocked while unattended is unacceptable and if that is how that conduct their business then they need to tell people this ahead of timeCriminals are criminals and there is nothing that can be done about them, but when you provide them a written invitation and the opportunity to commit the easy crime of possible, then it is your own faultThat being said, that is exactly what this driver did on behalf of the company he works for.Desired Settlement: At this point I want a written apology for the way we were treated when the situation was first brought up with the business ownerI also want compensation for replacement of my stolen merchandiseI feel they are liable since they did not even bother to lock the doors to the bus allowing anybody and everybody access to the bus and our belongings
Business
Response:
I would like to apologize to the customer if she felt that our conversation implied that I did not have care or concern regarding her issueI simply tried to explain that our contract with the vendor states that we are not responsible for items left on our motor coachesThis policy is standard on all modes of transportation including school buses, airplanes, metro buses and trains, etcI would suggest that she contacts her insurance company to see if her items are coveredI explained to her that our insurance does not cover items left on our motor coachesWe value our business relationship with our customers and we hope that customers realize that it is our first priority to ensure that our customers arrive and return safely to their destinationsWe are sorry that the customer had a bad experience due to the actions of a criminal who had very little regard for stealing items that did not belong to themWe again apologize and hope that the customer understands our policy