There is No Substitute for Good Customer Service

Standard

If you regularly read my blog, you know I am a fan and a loyal customer of C&J. For those unfamiliar with the company, C&J is a bus company that runs regular commuter and traveler services from the Seaocast of New Hampshire to Logan Airport and Boston as well as New York City

I mostly use the service when traveling for business of pleasure, to get to and from the airport. The buses run hourly and with free parking, it makes for a very reasonable, convenient and stress free ride to and from Logan. The buses, which C&J calls coaches ar comfortable, with leather reclining seats, productive with WiFi and clean, complete with an onboard restroom.  There is always cold bottled water and daily newspapers onboard as well. I have found their staff, both terminal and drivers to be friendly, helpful and professional. It’s a great service to have readily available just 10 minutes from my house. 

I’ve also just taken the New York service, for the second time and can enthusiastically recommend it as well. The NYC coach is an executive class coach with 2 seats on one side and 1 on the other. It reminds me of jetBlue‘s Embraer 190‘s. These seats have plenty of leg and recline room.  Like the airport coaches, they also have power at every seat. In addition, there are pillows and blankets and a nice galley and rest room in the rear. The galley has a Keurig with plenty of blends to choose from, cold water and sofa, snacks, fruit and the USA Today. It’s a great way to travel from close to home to the Port Authority Bus Terminal in the heart of Manhattan. 

When I booked this most recent trip, I discovered that we were booked on one of the airport size coaches for the return trip. There was an error on the booking site that didn’t flag that particular departure as being a substitute run to accommodate the additional volume needs on this particular weekend. When I discovered this, I was not too happy.  I did not want to spend the five hour ride on th non executive class coach, with its numerous amenities. Especially as I use the time to get work done and the extra comfort and space makes it much easier. 

I sent an email to customer service and to their credit, they acknowledged the error on their site, apologized and offered to change our reservation to the one hour later departure, at no extra charge. Because the NYC service offers reserved seating, there is a change/cancellation fee and the fare can be different. I was once again impresssed with this company. Truly exemplary customer service and a concern not to let their customers down. I appreciate that and let them know. As did they, signing their message with their standard brand appreciation, “Thanks for riding with C&J.”  Something this loyal customer  will be doing and recommending whenever the opportunity presents itself. 

2 thoughts on “There is No Substitute for Good Customer Service

    • Tj

      I’ve seen it happen before but this is very far from the norm. Next time wait for them to get their ducks in a row before automatically thinking you are stuck for another hour. Usually they have extra buses at Logan on standby for just this kind of situation and if they don’t they give you a free ride on the next hourly bus and make sure you are the first stop instead of terminal A.

      Like

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