Thank you for giving us the opportunity to respond to Ms [redacted] comments about our serviceWe are a regular scheduled route intercity bus companywe are not a demand responsive operationAs such we make stops at all locations in accordance with our company policy to leave and arrive as close as possible to the times on our posted schedulesIn the event we are running behind schedules, we may by pass a stop if there is no one on the bus ticketed for that locationThis is only done after checking with the agent at the location and our computer system, to be sure there is no passenger waiting to board at that location.The complaint states that the passenger had asked the agent in Charlottesville if they could get off in GoshenIf the ticket had read Goshen the bus would have stoppedThe ticket was to South BendThe driver in charge of the bus in question was not aware of any conversation with the ticket agent in Charlottesville nor was he aware of anyone wanting to get off in GoshenHe had no tickets for that locationA few miles after they had passed the stop location in Goshen the passenger asked the driver to take her back to the Goshen stopAt that point he could not do so as he would have been very much later than his required schedule arrival times on the remainder of the tripOther passengers on the bus would have missed connecting bus lines in other locations.Ms [redacted] had a ticket to South Bend, IndianaThe bus terminal in South Bend is in the regional airport and is very well lit and a safe terminal as airline flights, trains and other bus company's all utilize the same facilityIf Ms [redacted] wanted off in Goshen when she purchased her ticket she should have purchased it to Goshen and not the next stop beyond.We appreciate Ms [redacted] and hope she will give us a second chance to prove that service on our bus line is acceptable in all respectsI do hope she can understand why we were unable to turn the bus around and take her back to a location for which she did not have a ticket [redacted]
Thank you for giving us the opportunity to respond to Ms [redacted] comments about our serviceWe are a regular scheduled route intercity bus companywe are not a demand responsive operationAs such we make stops at all locations in accordance with our company policy to leave and arrive as close as possible to the times on our posted schedulesIn the event we are running behind schedules, we may by pass a stop if there is no one on the bus ticketed for that locationThis is only done after checking with the agent at the location and our computer system, to be sure there is no passenger waiting to board at that location.The complaint states that the passenger had asked the agent in Charlottesville if they could get off in GoshenIf the ticket had read Goshen the bus would have stoppedThe ticket was to South BendThe driver in charge of the bus in question was not aware of any conversation with the ticket agent in Charlottesville nor was he aware of anyone wanting to get off in GoshenHe had no tickets for that locationA few miles after they had passed the stop location in Goshen the passenger asked the driver to take her back to the Goshen stopAt that point he could not do so as he would have been very much later than his required schedule arrival times on the remainder of the tripOther passengers on the bus would have missed connecting bus lines in other locations.Ms [redacted] had a ticket to South Bend, IndianaThe bus terminal in South Bend is in the regional airport and is very well lit and a safe terminal as airline flights, trains and other bus company's all utilize the same facilityIf Ms [redacted] wanted off in Goshen when she purchased her ticket she should have purchased it to Goshen and not the next stop beyond.We appreciate Ms [redacted] and hope she will give us a second chance to prove that service on our bus line is acceptable in all respectsI do hope she can understand why we were unable to turn the bus around and take her back to a location for which she did not have a ticket [redacted]