Letter: To Peter Pan Bus Lines
As a highly respected bus line, I trust you’re grateful for feedback. In that spirit I want to tell you of a radically jarring, scary, quintessentially wrenching hardship I just experienced with your company, and a couple of my ideas on ways this might be dealt with to absolutely prevent any repeats.
I’m sharing as calmly as I can ... and please understand that to me (and I hope you, too) this was a major disaster that shook me to the core. I’m very disturbed ... and doing my utmost to rein in any anger, blame, hysteria.
Due to a major disability, I travel in a wheelchair.
On May 19, I arrived at Logan Airport in Boston on a red-eye special standby ticket from Oregon. I was returning from a totally unexpected, tragic death in my family (my son’s wife and mother of their six-week-old infant.)
My flight landed at 7:25 a.m. and by 8:30 a.m. I was assisted with my baggage aboard a Peter Pan bus to Boston South Station, where I was to connect to another Peter Pan bus to Springfield. Once at South Station, the Peter Pan driver assisted me off the bus. I was left in my manual wheelchair with my luggage. The driver assured me he had notified Peter Pan and that a representative would arrive soon and help me transfer to the bus to Springfield.
No Peter Pan representative ever showed up! After about half an hour, I realized I was stranded in a subterranean level beneath the station. I tried asking an MBTA employee for help. She was very busy managing commuters.
I called the ticket envelope-displayed number. That referred me to another number that referred me to yet another (in Dallas!) that never answered. (Juggling all of this one-handed, left-handed, holding the phone with shoulder and chin was incredibly tough!) With the Dallas number still ringing, ringing ... finally the MBTA rep got a break and, with a second MBTA rep assisted me and my luggage to the station level to buy my ticket to Springfield and be reinstated as one being assisted by Peter Pan.
Whew! Were it not for the kindness of the two MBTA folks, I might still be lost forever ’ neath the streets of Boston.
My suggestions: I trust you’ll pull out all the stops to prevent such total abandonment from every happening again, including: a prominently displayed number that is ALWAYS answered for anyone with a disability; printed on the ticket folder and/or ticket and/or on a wristband the passenger can wear.
Much of our legacy is what we leave in our wake. I hope you’ll team up with me to assure this happens never more. I trust you’ll promptly extend a major apology, a heartfelt thank you for my candor, an update on future preventatives, plus whatever else you might have up your sleeve.
To date, no response.
MIYACA DAWN COYOTE