The complaint has been investigated and
resolved to the customer's satisfactionResolved Reno Express — I had to pay for 2nd person on reservation that didn't show due to illness
resolved to the customer's satisfaction
I made a reservation in advance for two people, myself and a friend who lives at a different address than myself, for a bus trip to Cache Creek Indian Casino in Brooks, CA on the above date. It was to be $16 per peron and we were to catch the bus at 8am at 45 No. 1st Street in downtown San Jose on Wednesday 11/21/07. Nothing was said of their policy re subsequent cancelling. My friend called that morning to tell me she was coughing profusely and intended to go to the doctor, therefore unable to go to the casino. This was about 6:30a, at which time I headed to catch the lightrail to downtown San Jose to keep the reservation myself. Upon boarding the bus I was told very brusquely that I had made a reservation for two people and I had to pay for two people. I reluctantly paid $32 for two people since I had already spent time and money getting to the appointed time and place. Upon arrival at the casino I further appealed to the driver/owner of Reno Express. He said I should have called and cancelled, that the number was a 24-hour number. I said I did not know this and was not told this on the phone when I made the reservation. The bus was not full - it was the Wednesday before Thanksgiving Day. Other casino busses I frequent do not have 24-hour phone numbers. He told me that people call and make a reservation for two people and then only show up with one so they can get two seats - therefore, I must pay for two seats. I don't think the driver/owner should assume that all of his customers are conniving to get two seats in that manner. I feel he's not allowing for those legitimate health issues that CAN cause people to cancel a trip and also SHOULD cancel a trip where they're going to be spreading illnesses/germs around people on a bus. I asked for a receipt, which he gave me on the back of his business card. I called the office number that day, whereupon the driver/owner's wife answered the phone. She said she was sorry but that he was the boss and made the decisions on this. She took down my address and said she'd talk to him but nothing was ever mailed to me. I feel this was an aribitrary and unfair action on the driver/owner's part. I feel I should get reimbursed the $16 I paid for another person.