Peoria Charter Coach

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ The bus that this customer is referring to was held up due a flat tire on September 8, We contacted the customers to say the bus would be delayed, but we were not sure how long it would be(refer to email below) At that moment, we had a company coming to repair the tire, and we believed that the bus would be operational within an hour or so Once the repair company arrived, they discovered that they did not have the proper equipment to fix the equipmentAt this point, it was going to take longer to send another bus than to have the customer's wait until 4:PM for the next shuttle to arrive at the pick up pointOur Customer Service Manager sent each passenger individually the email below: Sent by [redacted] on September 8, at 11:AM "***, ( [redacted] @gmail.com) You are receiving this email because you had a ticket from Midway to ISR at 11:AMThis will be delayed until at least 4:AMI am extremely sorry for the inconvenience that this will cause in your planningTo make it up to you, the ticket that you have will be valid to use again for the next yearIn order to redeem your free ticket, call our hour call center and tell them the ticket number that you holdThey will be able to pull this ticket up and transfer it for any time within the next year that you would like to use it for Once again, I am extremely sorry for any inconvenience this delay has caused." Shortly after, another email was sent explain that 4:AM was a typo and the bus will actually arrive at 4:PM [redacted] On Sept9th, our call center and the owner of the company received more emails from the customer explaining that he was upset Peoria Charter's customer service manager (***) once again reached out to [redacted] letting him know that we will refund his ticket and allow him have a free ticket for future useA voicemail was left with a return number to call, but we did not receive any calls On September 11, at 8:AM we again, called his phone again and left a voicemailWe are willing and have offered a refund from the outset [redacted] needs to return our phone call in order to process a refundWe do not keep payment info on file (credit card info ) for security purposes Accidents, weather, traffic, and breakdowns are out of our controlWe strive to get our passengers to their destinations ASAP and have always been fair with on a refunds when we did not meet the customers needs in a timely manner If Mr [redacted] would be willing to return phone calls we could help him solve this issue [redacted] Director of Operations

Initial Business Response /* (1000, 5, 2015/09/11) */
The bus that this customer is referring to was held up due a flat tire on September 8, We contacted the customers to say the bus would be delayed, but we were not sure how long it would be(refer to email below) At that moment, we had a
company coming to repair the tire, and we believed that the bus would be operational within an hour or so
Once the repair company arrived, they discovered that they did not have the proper equipment to fix the equipmentAt this point, it was going to take longer to send another bus than to have the customer's wait until 4:PM for the next shuttle to arrive at the pick up pointOur Customer Service Manager sent each passenger individually the email below:
Sent by *** *** on September 8, at 11:AM
"***, (***@gmail.com)
You are receiving this email because you had a ticket from Midway to ISR at 11:AMThis will be delayed until at least 4:AMI am extremely sorry for the inconvenience that this will cause in your planningTo make it up to you, the ticket that you have will be valid to use again for the next yearIn order to redeem your free ticket, call our hour call center and tell them the ticket number that you holdThey will be able to pull this ticket up and transfer it for any time within the next year that you would like to use it for
Once again, I am extremely sorry for any inconvenience this delay has caused."
Shortly after, another email was sent explain that 4:AM was a typo and the bus will actually arrive at 4:PM**
On Sept9th, our call center and the owner of the company received more emails from the customer explaining that he was upset
Peoria Charter's customer service manager (***) once again reached out to *** letting him know that we will refund his ticket and allow him have a free ticket for future useA voicemail was left with a return number to call, but we did not receive any calls
On September 11, at 8:AM we again, called his phone again and left a voicemailWe are willing and have offered a refund from the outset *** needs to return our phone call in order to process a refundWe do not keep payment info on file (credit card info ) for security purposes
Accidents, weather, traffic, and breakdowns are out of our controlWe strive to get our passengers to their destinations ASAP and have always been fair with on a refunds when we did not meet the customers needs in a timely manner
If Mr *** would be willing to return phone calls we could help him solve this issue
*** ***
Director of Operations