Utah Trailways Charter Bus Company

First and foremost we were absolutely at fault for thisOur shuttle driver had only been working for us at that point for a few tripsNormally the shuttle calls ahead to the bus so they know how many are on the shuttle to be transferred to the main coachThis was not doneThe shuttle is also supposed to wait at the transfer spot until riders have been transferred to the main busThis also was not doneThe main bus is supposed to stop at Lakepoint no matter what, this was not doneThe person working in the office that received the phone call did not follow proper procedures eitherAll employees involved have been reprimanded and told again proper procedures to ensure this no longer happensAs far as compensation for Ms***, we paid for the one way return trip from Wendover that dayWe offered multiple free round trips which each included a booklet from the casino valued at $by the casinoShe felt this was not adequate and demanded a cash settlementWhen we told her this wasn't an option in order for us to resolve this, she then threatened a law suitWhen law suits are mentioned then we can no longer proceed in any wayWe are again extremely apologetic that these events took place and that we were unable to reach a satisfactory outcome with Ms ***

First and foremost we were absolutely at fault for this. Our shuttle driver had only been working for us at that point for a few trips. Normally the shuttle calls ahead to the bus so they know how many are on the shuttle to be transferred to the main coach. This was not done. The shuttle is also...

supposed to wait at the transfer spot until riders have been transferred to the main bus. This also was not done. The main bus is supposed to stop at Lakepoint no matter what, this was not done. The person working in the office that received the phone call did not follow proper procedures either. All employees involved have been reprimanded and told again proper procedures to ensure this no longer happens. As far as compensation for Ms. [redacted], we paid for the one way return trip from Wendover that day. We offered multiple free round trips which each included a booklet from the casino valued at $60 by the casino. She felt this was not adequate and demanded a cash settlement. When we told her this wasn't an option in order for us to resolve this, she then threatened a law suit. When law suits are mentioned then we can no longer proceed in any way. We are again extremely apologetic that these events took place and that we were unable to reach a satisfactory outcome with Ms [redacted].