WORST EXPERIENCE WITH WAYNE THE RUDE DRIVER
WE HAD THE WORST EXPERIENCE WITH GRAY LINE in our trip to Vegas, in the morning when we arrived around 7:00am we were looking for the bus with the gray line logo, we found a small white van with no driver or staff around it, we got in hoping to meet the driver in few minutes to check if we were in the right one, around 5 minutes later a person got inside the van shouting: Are you the ones that got inside just few minutes ago? as soon we said yes, he started to say that we needed to get off immediately and repeating how we dare to get inside.
At the beginning we believed this was some kind of black humor but then he continued shouting and in a really un polite and rude manner started to look for our last name in the list, he overlooked and said we were not on the list and said "I AM GLAD AND I WISH YOU ARE NOT TRAVELING WITH ME" We tried to ask if he can look again or check directly with someone that can give an explanation if maybe we got to the wrong meeting point or what happened.
He just literally walked away giving us his back and continued saying, "I just hope you are not traveling with me" We called the number were we made the reservation one day before, they mentioned there was a mistake and our reservation was under someoneās else last name, we tried to give the phone to the driver so he can listen to that from the the lady (Alexis) that was explaining this to us. He just said to her once again with not intention of listening to her in a really rude way "THEY ARE NOT IN THE LIST AND THEY ARE NOT TRAVELING WITH ME"
Other passengers kept arriving while we were trying to establish some how a conversation with the driver, he literally kept ignoring us and was yelling and saying to other companies drivers that he wish we were not traveling with him, and talking about us as we were not standing right next to him.
Alexis, te lady on the phone was trying to give us a solution so she sent another bus (around 15 minutes later) that was not our group tour to pick us up, Chris the next driver explain to us that maybe Wayne (the rude driver) was having a bad day, sadly this made the experience a different one, the driver never apologize or even tried to explain something in a any way to us. This is not a service that someone should receive when visiting another country and specially when you are paying for it. It is a shame that no one even tried to contact us later and explain or at least say sorry for the unmoral , brutal and un professional behavior from the driver. We still donĀ“t understand if this was some kind of racism or what actually really happened because honestly we cannot find any logical explanation to the way Wayne, the driver acted. Overall this was bad bad bad bad experience and definitely not a way to start the day. Hopefully you take some actions on this or at least send the driver to a costumer service training for future contact with other clients.
At the end of the day we let all passed and enjoy out Grand Canyon trip but not for choosing Gray line, but because we didnāt let him ruin the hole day, he already managed to ruin our morning
Response from Host
Nov 2022
Dear 978chl,
Thank you for being a Gray Line customer and bringing your experience with our driver Wayne to our attention. For over 100 years great customer service has been a Gray Line hallmark and I am sorry that this was not your experience. Your commentary has been elevated to the highest level in our company as we expedite an investigation into what happened during your morning pickup. O
n the positive side we are happy to hear that our staff members Alexis and Chris were able to mitigate the situation and that you were able to enjoy the majesty that can only be seen at the Grand Canyon. In closing,
I want you to know that we are in the process of making sure that there is no repeat of this situation and we want to wish you all the best in your future travels.
Sincerely,
Zachary