Pacific Coach Left Us Stranded at Airport
My husband and I want to complain about the 11:00 pm Pacific Coach Bus service from Vancouver Airport (YVR) to Whistler on Friday Feb 18th. Our flight from Los Angeles (LAX) to YVR was delayed that night. We called Pacific Coach kiosk desk at YVR at 10:45 pm right after we landed, letting them know that we landed and please hold the 11 pm bus for us. We were told the bus could only wait for 5 minutes after 11 pm. At 10:55 pm, I called again at luggage pick up area, informing them that we were picking up our luggage and we should be there shortly. Once we got our luggage, we raced through the custom to the bus stop. It was just 5 minutes after 11pm, and the bus was gone. We were left stranded at YVR.
The only solution for us then was to stay at the hotel at YVR, and catch next morning’s bus to Whistler. This has caused us tremendous stress and other unexpected expenses, including the hotel at YVR airport for $290.00. In addition, our prepaid hotel expense at Whistler on the night of Feb 18 was not refundable. To make things worse, we missed the next day’s ski lesson which had been paid advanced, and it was also not refundable.
We were told that it is Pacific Coach Company’s policy to hold the bus for 5 minutes. However when we took the next morning bus to Whistler, it didn’t depart YVR until 8:42, 12 minutes after the schedule of 8:30 am. If the next day’s bus can wait for 12 minutes after the schedule, then the 11 pm bus on Feb 18 should also be there for its customers especially during special circumstances.
What was worse is that when we report this to their manager, we got a cold response that it is their company's policy to hold the bus for only 5 minutes, and a false report that the bus next day left 6 minutes late.