Dear sir*madam,**I need to raise a serious issue with your treatment of me, a wheelchai...

GetHuman1533163's customer service issue with Megabus from November 2018

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The issue in GetHuman1533163's own words
Dear sir*madam,**I need to raise a serious issue with your treatment of me, a wheelchair user, this afternoon. Your handicap assistance and the attitude of your staff towards someone with special needs has been abysmal. **Please let me explain the whole process that left me stranded at the bus station, and in a very stressful situation with an extreme lack of empathy from everyone I dealt with in your company.**On Monday November *, I made a reservation online for a *:**pm bus from Sheridan Trirail Station, Ft Lauderdale, to Orlando for me*When making the reservation, I clicked on the "Special Needs" button and added that I have * Mobility Unit (my wheelchair)*When selecting my seat I saw the below screen. There is a big blue section where it clearly shows a space for wheelchairs (no indication that this area is full of seats). As I can not stay in my chair for the whole journey on the bus, I booked a seat directly across the isle from this wheelchair area so I could transfer into the seat*On my reservation it clearly showed that I need special assistance and I have a mobility device and nowhere did it say I could not book this seat and no one contacted me to tell me that there was an issue* *image.png** When I arrived today for the bus, this blue wheelchair area was full of seats*It was clear that the seats in the wheelchair area are removable and the driver could have moved the chairs so that I could get to the seat and transfer, if he had any interest in helping*However he had no interest in helping and told me that he could only move * row of seats and I would have to stay in my wheelchair the whole journey. This is not possible as I am not stable enough in my wheelchair, and I had already paid for a seat**I suggested an accommodation. He could remove * rows of seats so that I could move forward, he could put one seat back and I could transfer front in from of the seat*The driver said that if I could not walk to the seat I had (extremely insensitive) or transfer into the back row of seats (somehow from the back of the seat not from the front!) there was nothing he could do and I should contact customer service**I contacted customer service at *:**pm while the bus was still there and explained the situation. I was told I would receive a call back in ** minutes as I watched the bus drive off without me. After more that * hour I still had not received any call**I called again at *:**pm, was on the phone for ** minutes, and received a call back at *:**pm from a supervisor, Shanaya*She told me that I was wrong when making the booking as I booked a seat where I could not sit*When I informed her that I work as an advocate for the Center of Independent Living in South Florida and am fully aware of the laws that protect disabled peoples rights, she said that she would investigate and call me back**As I write this email at *:**pm I received a somewhat ridiculous call from Shanaya*She said that she contacted the driver and he said he was happy to move the seats where the blue shaded wheelchair area is but that I was insisting on sitting in the seat that I had booked*This was clearly not the case. I just wanted any seat as I clearly explained above that I even suggested moving seat so I could transfer into the back row. This seams like the driver trying to cover his rear end**I feel a refund is THE LEAST I deserve, however Shanaya bluntly told me that this was all my fault and there is nothing your company can do*I would argue that the that the image above is extremely unclear on what seats a wheelchair user can book. Actually it gives no indication at all that there are seats where the blue wheelchair space is*Your website should clearly state whether a wheelchair user will have to stay in there chair, or which seats a wheelchair user can transfer into**This whole situation has been extremely stressful, and the complete lack of interest in the laws that protect my rights as a person with a disability was shocking.**I will be contacting a disability lawyer to review my case and your website, and determine how to move forward to ensure you are not able to put any other wheelchair users through the ordeal you put me through today.**Regards,*Tatiana Ribeiro*I can be reached at (***) ***-****

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Customer service issue
Reported by GetHuman1533163
Nov 10th, 2018 - 4 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 2883 others
0 customers following this


GetHuman1533163 started working on this issue
Nov 10th, 2018 12:03am

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