ComplaintsforC&J Bus Lines

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Sunday, August 21st 2022 I took a C and J bus from dover, NH to Boston (South Station). My luggage was loaded in Dover, however it was removed at a stop at Portsmouth for an unknown reason. When I arrived at South Station my luggage was still at the Portsmouth location. The bus driver, Jacob, was very rude about the situation and only offered a number to call. My luggage was retrieved by a friend. Due to the failure I am currently without my luggage until I return to NH. I emailed customer service who stated it was a mistake and offered a $30 credit. I do not feel that is a sufficent compensation for what appeared to be a deliberate act. There was no reason to remove my luggage at the Portsmouth stop. I would like to request a $85.00 credit for my next trip from NYC to NH.

  Business response

  08/30/2022

  Passenger boarded in Dover, luggage was mistakenly removed by one of our drivers in Portsmouth due to operational confusions.  It has since been returned to the passenger, free of any damage or missing items.  A $30.00 credit (the value of tickets x2) was given as compensation. C&J's only policy regarding luggage is for lost or damaged luggage at "$250 per adult-fare ticket (and $125 per half-fare ticket) for any baggage lost or stolen while in our care. C&J is not responsible for previously damaged items delivered to us for transportation. C&J is not liable for loss or damage of luggage delivered to our employee for transportation in our baggage compartments in an amount exceeding the above limits. Items placed under the coach may shift during travel. C&J is not liable for items that are damaged during transit."  The $30 credit was offered as a goodwill gesture, and do not feel additional credit is warranted. 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Don’t trust them. They oversell tickets and refund you when you get there and leave you stranded last minute. They care more about profit then people. BEWARE. Going to miss my flight even though I bought my ticket days ago. I have a flight this morning out of Boston. Several days ago I bought a ticket - they took the money off my card. I arrived 30minute early to a leather crowd waiting. Apparently they overbooked buses and had to turn people away. They offered me a refund for my bus ticket but now I’m going to miss my trip - I’m going to be out my flight, my car rental, my hotel, concert tickets to see chris Stapleton. They shouldn’t be able to just bump people who reserved a spot - I’m no screwed because I planned ahead and trusted their advertising.

  Business response

  04/21/2022

  Hello,
  
  Thank you for your email and we apologize for your recent experience with us. C&J runs a non-reservation system to Boston’s Logan Airport to provide flexibility for our travelers. We offer a robust schedule with hourly service between Seabrook, NH and Logan Airport. We understand that most riders are catching a flight or train to reach/return from another destination point. Since airlines times change so frequently, our system allows the flexibility to travel on any of our coaches. So, when flights get delayed or any other instances that occur, you do not have to call us to change your reservation.
  
  We have carefully crafted our schedules to include peak travel times and place extra buses into our schedules in the event that one of our coaches fills. There is a chance when a bus fills, and a passenger has to wait for the next bus. We monitor our schedules very closely to try to avoid overages at all costs, but sometimes it does happen.
  
  C&J offers multiple communication points to mention C&J service to Logan Airport is first come, first served. We directly state multiple times throughout the checkout process that “we do not offer reservations on travel to and from South Station and Logan Airport.” In addition, the passenger must accept our terms and conditions to purchase a ticket, where they are accepting that C&J is non-reservation as well that C&J does not guarantee connections and schedules are subject to change without notice.  We also directly email all passengers a couple days prior to their trip that again states “Seats aboard this coach are first come, first served.” 
  
  We understand and value the importance of reliable transportation. The past two years we have experienced a lot of changes due to the pandemic, and because we run a non-reservation system our bus load factors continue to be inconsistent with our historic ridership data. We have made the decision to move to a reservation system to avoid overages moving forward. We are in the process of developing this reservation system now and are excited to launch this update in June.
  

  Thank you.

  Jamie L******
  Vice President, C&J Bus Lines

  
  

  Customer response

  04/25/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩