I’ve noticed their buses on I-5 for decades, so I presumed that, given this is a well-established business, it was a reliable option for getting to Sea-Tac. Given that the only flight to my destination originating from the local Bellingham airport left at 5:00 am, it was a relief to know I could take the bus to Seattle (at a sane hour of the day) instead of flying down and changing planes there.
So I go online and make my reservation. Their web site was a little dated-looking, but it seemed to work fine. I promptly got a message saying my reservation was confirmed.
Then I get another e-mail a few minutes later saying there was a problem with billing my credit card and to call customer service. So I call customer service. They can’t find my reservation at all. They make another reservation for me.
Then I notice that there are not one, but two charges from them on my credit card. So I have to call again to straighten that mess out.
The day of my trip comes, and I arrive early at the bus stop. The bus doesn’t show at the appointed time. Having learned the hard way how lacking customer service and quality control tend to be in American business, I call them and ask if there’s any problems.
“We didn’t even send the bus to that stop because there were no reservations from it.” Turns out that when they made the new reservation to me, they made it wrong, for a bus leaving an hour later.
So I had to hurry home and drive to the airport on the spur of the moment (through horrible Seattle traffic, and I hate driving in Seattle traffic) to save my flight.
And now I see that they failed to properly refund all the money for the reservation they botched.
That’s right, I’m now up to four interactions with them, for something that should have taken just one interaction, and literally every interaction has gone wrong (and at their fault) in some way.
I’m starting to realize why Alaska Airlines can get people to wake at o-dark-thirty to catch that 5:00 am flight of theirs.