I purchased a return ticket from Charlottetown, Prince Edward Island to Moncton, New Brunswick in September 2011.
I decided I no longer needed this ticket and decided to return it for a refund. Attached to the ticket was a receipt stub and all it said was as long as the stub is attached to the ticket you are able to receive a refund.
I went to the Charlottetown Bus Terminal Acadien bus lines, and provided the ticket to Carol ( the attendant) and she informed me they do not provide refunds at the terminal that I would have to send my ticket to Moncton, New Brunswick to receive a refund. After contacting Acadien bus lines he provided me with an address to send my ticket to which I did.
In November I still had not received any refund check by mail so I called Acadien Bus lines toll free number (1.800.567.5151) and explained my situation to them and I was transferred to the woman who handles all refunds but of course I received a voice mail. I left a message with my concern, name and phone number. I waited several days and received no response and called back again received the same voice mail and left another number. Still no response.
I went on their website and sent an email on November 28th. Still no response
The next time I phoned back I was more irritated and the employee did their best to help me and I had a call back from a woman named Nadine St-Hilaire saying there was no record of my email (quite funny since in my inbox of it being sent and no issue with the email being returned)
So I sent another email and this is what she wrote back to me:
Hello Ms. Lawlor,
We will need more detail. Can you confirm the name that was on the request? Where did you purchase your ticket.
Was it an electronic ticket?
We are looking forward to your reply.
Customer Service Coordinator - Passenger Services
A Division of Groupe Orlans
Even though I did include all that information on the email I received that from her on December 13th.
I wrote back to her after hearing no response on the 19th , 28th and 29th. I called 6 more times and left 6 more messages and I am becoming very aggrivated not only with their lack of customer service skills but their inability to return a phone call with a customer that used to use their service often.
Acadien bus lines has currently locked out their drivers and all bus services on the island have been on halt but I have made several attempts to make contact with this pathetic company and I am not considering them stealing.
I am disgusted with how pathetic they are to touch base or return phone calls. I have left numerous messages and sent countless emails.
I doubt I will ever receive a refund now but I am going to post this on your website and contact media as well. Who knows how many other people they are ripping off