Ontario Coachway

I needed to get to Kingston from the airport to catch a conference in 2014. I used Ontario Coachway because they offered private airport service. My family was travelling with me, including a one month old baby. When I called them up to book, they were polite and told me that they could help me out. I asked them if I needed to bring my baby's car seat, they asked me how old he was and I said, one month. The girl on the other line said, "no problem, we have car seats available here that you can use." I went ahead with the booking. Day of my travel came and 40 mins before I boarded the plane, they called me to say that they don't have a car seat for my baby. I said, I was told at the time that I booked that they have one and I even told them how old my baby was. The girl on the other line, named Kim, was irritated and told me "Well, it's not our problem. Now, what do you want me to do?" Mind you, I paid these guys $350 to receive this tremendous amount of stress and rudeness. I was extremely disappointed with the way they handled the situation. The only redeeming grace was that their driver was friendly and polite. Nevertheless, this company should train their 'phone operators' on customer service and to not promise anything to their customers.
1 9 years ago (03-08-2016)