Shortline Bus, Coach USA Customer Service Issues

I had a flight scheduled for 6:40 tonight from LaGuardia while I was in Monticello. I planned to take the 1:10 bus to Queens city then a cab to the airport. Unfortunately, the bus was 30 minutes late. This delay would have been bearable if it weren't for the unexpected turn of events. The driver, after stopping at Woodbury Commons, claimed there was a change of plans due to his exceeding hours, leading to a driver switch. What followed was completely illogical as the new driver drove in the wrong direction for about 20 minutes each way, backtracking to Woodbury. This unnecessary deviation has left me frustrated and annoyed, putting my flight at risk. This situation was entirely preventable and inexcusable. I have previously had positive experiences with Short Line, but this incident goes beyond comprehension. Unless a reasonable explanation and resolution are provided, I am hesitant to consider Short Line for future travels. My day has been completely ruined, and there's a high chance I might miss my flight, impacting my entire work week.

I am Michelle from WISC-TV3 Call for Action assisting James Long with his unresolved ticket issue. We are aiming to secure a refund for him. In [redacted], we purchased a bus ticket for a trip that was canceled due to Covid. Despite being advised by Coach USA to disregard the expiration date and use the tickets for future travel, we are now being told the tickets have expired, and a refund cannot be provided. Attached is the communication from Coach USA denying our refund request. We are seeking assistance from Call To Action in looking into this matter further.