Greetings:*I’d like to share my experience with Megabus today while preparing to board...
GetHuman-caligour's customer service issue with Megabus from October 2018
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The issue in GetHuman-caligour's own words
Greetings:*I’d like to share my experience with Megabus today while preparing to board the bus for my trip departing Boston, MA at **:**a arriving Burlington, VA at *:**p. This is only my third or fourth time to ride a long-distance Megabus, and I’ve enjoyed my experiences in the past. **As someone not from the area nor a frequent bus traveler, I approached my terminal designated as *** and saw that there was a line forming behind sign *** (which did not say ‘Burlington’), but could not find a sign for ***.**I made my way out to the bus platform where a driver stood in front of the bus in slot *** and politely asked, “Is this the bus for Burlington,” to which the man gruffly responded, “Yeah, this is it, you gotta get in line with everybody else!” I was taken aback by this immediate, unkind response and accusation that I was trying to somehow cut the line, from someone in a Cistomer Service role representing your company. Could he not see that I was merely confused about where I needed to be?**I proceeded to say, “I’m sorry, there was no sign for ***, and I thought that line was for NYC since they are standing behind sign ***,” to which he proceeded with his rudeness by saying, “you can’t be out here yet, go get in line.” I was happy to oblige, as it was never my intent to break any rules. Rather, I was simply unaware of exactly where I should be with less than five minutes before departure time. I politely said to this man, “Sir, please be kind. There’s no need to be so rude. You should be finding joy in your job.’ He waved his hand at me in a dismissive manner and said, “yeah, yeah.” **After finally getting on my bus, I now see that the rude employee is actually my driver, and so as I sit here on my four-hour ride, I can’t help but continue to feel uneasy that I am now under the ‘care’ of someone so insensitive and one who clearly is not at all concerned about making his passengers feel welcomed. **As a professional and owner of a business, I believe that friendly, helpful Customer Service is one of the most important attributes of any organization. Sadly, this Megabus driver has apparently not been trained on the value of extending Kindness to customers (especially those who innocently walk out the wrong door at the wrong time), or he has been trained and simply fails to implement the policies and procedures that are expected of him. **I sincerely hope a Manager*Supervisor might have a discussion with this driver to inquire about the interaction and to remind him that passengers are often unaware of the proper steps for boarding a bus and that they are to be treated respectfully and with appreciation in all circumstances. All should be extended the benefit of the doubt and politely guided through the process.**Please feel free to have a Human Resources employee reach out to me should any additional details be requested. I look forward to a response with reassurance that Megabus does hold its employees to higher expectations than what I received today. **Regards, *Jacquelyn Flesner ****-***-****
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