Salt Lake Express Tracking Order Status

I purchased a bus ticket on Salt Lake Express's (SLE) website for Green River to Ogden at about 9:50am on the day of my travel, which was supposed to depart Green River at 12:05pm. I purchased this ticket in order to shuttle a new vehicle that I purchased back to my home (which is nearly 5.5 hours away from Odgen). I arrived at the Green River stop at 11:50am, a full 15 minutes early as recommended by SLE's terms and conditions under #11. I spoke to the hotel clerk where the bus stop is at and arranged parking for my vehicle while I waited for the bus. At 12:06 pm, I called the Salt Lake Express to inquire about the location of the bus, as the online tracking system showed that there was no bus running on this route for some reason. The customer service representative informed me that, "He is on his way still. He should be there in 5-10 minutes". So, I continued to wait. Later, the same hotel clerk came outside to speak to me, asking if I was waiting for Greyhound or SLE. When I told her I was waiting for SLE, she told me that he had come before I had initially arrived. She said the driver came inside and asked if there was anyone else that he needed to pick up, and the hotel clerk said that there wasn't anyone she was aware of (again, this was prior to my already 15 minutes early arrival). The clerk was very kind and helped me by contacting SLE customer service representative TJ to inform her that they had missed a passenger and to see if the bus could turn around. TJ informed us that the driver could not turn around and that I was not on the manifest when the driver arrived. While speaking to TJ, both the hotel clerk and I found her attitude toward the situation to be very rude/uncaring based on her tone of voice and demeanor. It just seemed like she didn't care in the slightest. The hotel clerk even warned me before she gave me the phone that she was being rude to her. I drove 2 hours (123 miles) to catch this bus in order to get to Ogden in a timely manner and not have to drive too much at night. Due to these issues, I had to purchase an AMTRAK ticket from Green River to Salt Lake City for $36. Due to a late train, I did not arrive at the SLC station until about 12am. I then had to purchase a Lyft ride from SLC to Ogden ($59.79) to finally arrive at my destination at 1:30am. I then had to drive through the night back home (which I finally got to at about 6:30am) only to go to work at 8am that morning (1.5 hours of sleep is definitely NOT safe to work with as a first responder). It would be an understatement to say that I'm more than a little angry with this situation. In speaking to TJ and notifying her of these additional expenses that I had incurred, she provided me with an email address to file for possible reimbursement. Surprise! They never responded to my email. I believe this set of circumstances is outrageous, avoidable, and completely unacceptable. TJ offered me a full refund of my ticket, which I accepted, but due to the errors of SLE, I am now out an additional $95.79, countless hours of my time and frankly, extremely stressed out. DO NOT UTILIZE SALT LAKE EXPRESS if you want to arrive at your destination in a timely manner (or at all!)

First of all I am 72 years old and booked a trip from Pahrump, Nev. To Salt Lake City two days prior to my Labor Day departure scheduled for 9:50 P.M - I began waiting for the van at about 9:30 P.M. and it finally arrived at 11:20 P.M. Of course no one notified me of the extended wait as they say due to "Van Issues". Than when it did arrive they said my seat was not available - but not a big deal - we can book you for the next one in 24 hours.So here I am 72 Years old - midnight and just have to wait 24 hours. SALT LAKE EXPRESS COULD CARE LESS ABOUT THEIR PASSENGERS. I THINK THEY SHOULD READ SOME OF THE PAMPHLET S THEY TRY TO PUSH AT THEIR REXBURG LAYOVER.

Easy to deal with, reliable service!

The driver "unfortunately forgot" to pick us up. We were told by a passenger on another of their shuttles that the driver often forgets to pick up people at this location and that I should call SLE. When I called I was told that "unfortunately, the driver forgot to stop in our location". They only offered me a seat on the next shuttle which was 2 1/2 hours later and would be too late for us to catch out flight. When I insisted that they do something (send a pre-paid Uber or taxi) they refused. The customer service person even said "You're not my boss!". Fortunately for us we had friends who were willing to drop everything and take us to the airport 80 miles away. I was refunded for my tickets, and offered $40 for a future (but not my return) ride. I asked for my return fare to be refunded and to be given a complimentary ticket for my return, but was refused. Very poor customer service for a company who claims to be "reliable".

Part of my trip was with SLE. I am incredibly happy. The bus arrived at the departure location on time and was comfortable and clean. There "was" an issue but SLE resolved it to my complete satisfaction. At the meal stop the bus was shut down to refuel (why not enough fuel for the entire trip) and then would not restart. After a couple of hours a mechanic was able to get the bus started and we proceeded to St. George. But the two hour delay meant me and two others missed our scheduled transfer to a Las Vegas bound SLE bus. Here is why SLE gets a 5-star rating in spite of the delay. When we arrived at St. George SLE had a special shuttle waiting to take us on to Las Vegas and it left a few minutes later. We arrived in LV in time to connect with another service to continue to Los Angeles. SLE cares about their customers and does NOT leave them stranded when something goes wrong.