Booked CoachRun for a NY to Boston…
Booked CoachRun for a NY to Boston trip, scheduled arrival 9:50pm. The coach overheated on the highway and eventually broke down completely. 48 of us were stranded on the shoulder for a long stretch before police showed up and moved us to a rest area for safety, since CoachRun never sent anyone to manage the situation on site.
Once at the rest area, we were told a replacement coach would take six hours to arrive, then another two hours to finish the trip. Do the math and some passengers were looking at arriving home around 5am, nearly seven hours late. I ended up calling my partner to drive an hour and a half each way to come get me, and we didn't get home until 1am.
I contacted CoachRun the next day. Their only offer was a refund of my ticket. No acknowledgment of the stranded-on-a-highway part, no compensation for the delay, nothing for the 48 people who were left without a real plan for hours. A refund covers the ticket I didn't get full value from. It doesn't cover being stuck on a highway shoulder at night or making other people rearrange their evening to bail you out.
Mechanical breakdowns happen, I get that. What's not okay is having no real contingency plan and treating a multi-hour stranding like a routine refund request. If you're considering CoachRun, just know what "on-time arrival" actually means to them if something goes wrong.