Coach USA

"I caught the transport on 11/12/23 from Milwaukee to O'Hare at 12:10 hours. We arrived at terminal 3 and there the driver helped me take out my luggage (two bags, one 32 kg, the other 11 kg). Smart cards were a few steps away from my luggage, so I headed immediately to rent one. In a few minutes I returned with the smart cart and my luggage was gone!! There was a person nearby, an airport employee - I asked her if she saw what happened to the luggage. She told me that the bus driver put them back inside the bus, and he immediately took off!! I couldn't believe it, but it was the only possibility that it could have happened in a few minutes, without me noticing anything suspicious! Immediately she took me to the manager of an airport branch, and he called the police. The police officer started making calls to Coach USA offices with his phone (I was traveling without a working American phone). After a while he told me that he was going to the CoachUSA branch personally, which is about two train stops away from terminal 3, to see if he could find out more information about my luggage. I decided stay to talk to Iberia staff about the possibility of them taking my luggage with the next flight, since it didn't seem like it would appear before my departure. I wrongly assumed that the driver who took my bags, already was driving back to Milwaukee, that's why - and because I was afraid of missing my flight - I didn't accompany the police officer. What was my surprise, when the policeman caught up with me at the gate just a few minutes before boarding and he told me that the driver in question was there, in the office!! And that he was not kind at all, that he seemed angry, upset!!?! About three hours I was desperately trying to retrieve my luggage, assuming that they were traveling back to Milwaukee and just before leaving I found out that they were two train stops away, in an office of the CoachUSA!! And NO ONE bothered to correct this employee's mistake?!? In 3 hours??! The police told me that the luggage is located, but they cannot deliver it to me until after 8 pm. My flight took off at approximately 4:45 pm and I already knew, that at 8 pm Iberia would not accept it without me. The officer also told me that I can pick up my luggage in Waukesha. He gave me the address. Logically, I couldn't take care of picking it up, I had no choice but to ask a 72-year-old friend to make a call and see what could be done. They have told her that they will deliver it to the indicated address in Oak Creek, without having to pay for delivery! ( Hi Alena, Good news. Coach USA will deliver luggage to mom's house, no charge. Guy I talked to was very helpful. He said the driver was new & probably panicked. Very apologetic that you had to leave without your luggage. Now enjoy your trip.  Reply  Forward I would like to have an explanation of what happened, because I am unable to understand it!! Why did the driver STOL my bags in first place? Why have they done ANYTHING at the office to deliver them to me before my departure? I had already paid for them, I just had to deliver to IBERIA PERSONALLY in check-in!! While the police officer went to the COACHUSA office, I have been trying to get them to accept them, after my departure, explaining the circumstances. They have told me that they cannot accept them without my presence. I will have to send them by FEDEX. ​My stay in Spain is 3 months. I'm here without my luggage and I'm really having a lot of trouble solving that problem. I ask you for an explanation and solution, since it was your employee's fault and it is not fair, that I pay the consequences! It cost me a lot of effort and money to get my luggage to O'Hare and I had everything organized and paid for to receive them at my destination in Spain. Because of you - my luggage stolen, then has returned from O'Hare to Oak Creek and all my effort has been for nothing!!"

"On September 11th the Coach Bus that was to take me from Milwaukee Bus terminal at Amtrak to Ohare International Airport broke down somewhere in Kenosha, WI, still 40 miles from my destination with a flight leaving in a few hours. I had to have a family member leave work to make the trek to pick me up and drop me off at the airport. I also paid them cash for gas and for the inconvenience of having to rescue me since Coach had no alternate plan to help the stranded passengers. Numerous other passengers had to put up over $100 to take an Uber to get them there. The bus driver said the bus had been leaking coolant and needed to wait an hour for the engine to cool to replace the coolant. Why was this not checked before the bus was taken on the trip? To date (a month later, and two phone calls to Coach Customer Service) I have not received a refund of the fare I paid. Coach knows good and well it's bus broke down and should have automatically refunded all passengers on that route. Instead there is a round of bureaucracy and hoops and false promises. Heads up Coach Lines, I will not stop until I am refunded the money for a service that left me stranded and put my family members in a difficult situation in order to rescue me. I would absolutely NOT recommend this service for lack of reliability and for integrity should they fail to complete their end of the bargain."

"I usually like the coach bus, but I was treated poorly this weekend. When I got to O’Hare, our bus left 10-15 minutes early before scheduled. They left around 9:30 when we were scheduled to leave at 9:45 to Milwaukee. The driver left a large group of us behind, who had to wait 2 hours for the next bus at 11:45 am. I called your customer service hotline and spoke to Omar, who said he would give me a call back and never did. Customer service was horrible, he did not want to do his job, he simply wanted to get me off of the phone when another representative spoke to a lady sitting next to me and helped her more efficiently. I’m very disappointed"

"Had an unfortunate experience with a scheduled service from O'Hare to Milwaukee that did not run due to "operational issues". A significant number of people waited outside in the cold for the bus that did not show. There was no communication that the service had been canceled. Might I suggest that CUSA at least post on their website when problems like this occur. This is a customer service business. How about some customer service."