I booked my shuttle to the Salt Lake airport from Pocatello via Salt Lake Express on December 19, 2010. My flight was scheduled for 2pm and I needed to check in a minimum 2 hours early, so I opted for the 8:05 pick-up route via the Salt Lake Express shuttle. The trouble began before the Salt Lake Express even arrived to pick me up. It was an hour late. An hour into our trip, the driver informed us that the bus was breaking down, and we would be stopping to find a mechanic. I asked him if he knew about how long that would take, and he said at least 2 hours. Given that it was already 10:15am, I was getting close to missing my flight. In order to still make my flight, I had to call a family member- who had to take the day off of work to drive me to the airport (resulting in lost wages for them.) I could have done that in the first place, had I known that Salt Lake Express was so unreliable. All in all, it took Salt Lake Express 2 hours to take me 20 minutes from home and leave me stranded. Now, Salt Lake Express will not refund my money. At 1:35pm on December 20, I spoke with a woman named Hannah, who said she will offer me a partial refund, but it is not their policy to give full refunds. I want my money back. It is now a situation of a family member losing an entire day’s wages, 2.5 lost hours in my trip, and what I am seeing as false advertising. Perhaps, to be more truthful in their public relations, they could rename their service Salt Lake Epic Waste of Time and Money Bus? It is now February 9, 2011, and the Salt Lake Express is even ignoring requests for settlement from the Better Business Bureau! How shady is that? All jokes aside, I would like a FULL refund for this fiasco, in the interest of ethical, legal and honest business practices.
765 South Railroad Avenue Rexburg, Idaho United States of America