A few weeks ago I posted three blogs
detailing my adventures in getting from Malone, NY to Dover, DE via Adirondack
Trailways and Greyhound buses. About the
time that I posted that episodic horror story I also sent a rather nasty email
to the company most responsible for my troubles, which was Trailways. In truth I expected little or no response to
the email, perhaps a form letter “apology” or something. But I was to be surprised.
One afternoon, shortly after the email,
I had a call from a very pleasant young lady named Brandi who is a customer
service representative at the company.
She patiently listened to a heated outline of my displeasure with the
whole trip. She was kind and sympathetic
(no doubt concerned about how mentally unstable an old codger I am) and she
assured me that she would see that something would be done to make things
right. She also never chastised me for
my salty language. I was instructed to
send along copies of my unused New York City to Dover ticket and my receipt for
the New York to Philadelphia substitute ticket.
I followed the instructions and honestly thought that if I heard any
more about this thing it would be a form letter and maybe a free bus ticket to
Paducah or someplace equally attractive.
But today in the mail I received a check
for the cost of the NYC to Dover leg of the trip and another check for the cost
of the NYC to Philadelphia ticket. In the
letter that came with the checks I was assured that some re-training would take
place at the ticket agent level so that this problem would not happen to
someone else. So I’m publicly thanking
Adirondack Trailways for being responsive to an angry customer. I also want to commend Brandi for doing
exactly what she said she would do. It
is very refreshing to know that there are good people doing a good job in
corporate America.
Thanks to Brandi and Adirondack Trailways
for making this a very fine day.
