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Businiess name:
Suburban Express
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Review by:
Guest
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Review content:
Do not use this service. Or if you do, be very diligent about your ticketing with them, or it may cost you hundreds more dollars than you've expected.
Here's my story: I had pre-purchased two tickets for travel with Suburban Express, for travel dates two weeks apart. Apparently, on the earlier date of travel, I accidentally used the ticket for the later date. An honest mistake, right? I didn't catch it, and the driver said nothing, though he seemed to have looked at my ticket.
A month later, I get an email informing me of my infraction. Not only would I be charged $30 for the ticket, I would also be charged $100 "as stated in the terms and conditions," for ticket fraud. Ticket fraud?!
I contacted the company, gave them the reservation numbers for both tickets, trying to prove to them that I was a legitimate customer who had made an honest mistake. The customer service representative said they'd review my case and get back to me. A few weeks later, still not having heard anything from them, I called to check. They said my case had been denied and there was nothing--nothing--I could do about it.
Sure, I'd read the terms and conditions and knew about the fee; sure, I should've looked more carefully at the ticket I'd brought with me to the shuttle. But don't we all make honest mistakes? Don't expect to make a mistake with Suburban Express. People who make mistakes are considered frauds.
Up until this experience, I'd had a decent time with this company. But now I will choose from among the many other shuttle companies in C-U that offer the same service.
If you choose to ride with them, just be REALLY careful about which ticket you take with you and don't expect your rock-solid proof of purchase to mean anything.
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