Complaints

This profile includes complaints for Cantrail Coach Lines Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cantrail Coach Lines Ltd.

  #220 1150 Station St Vancouver, BC V6A 4C7

• 

  Cantrail Coach Lines Ltd.

  1375 Vernon Dr Vancouver, BC V6A 3V4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rode with Cantrail from Portland to Vancouver but unfortunately for me I didn’t make it home. The bus driver John. Left me at the border as he didn’t do a head count. I was asked to do a random search by the border security. In which I complied as I am a law abiding citizen.
  
  This driver **** *** ** ** *********** *********, didn’t throughly check the bus as passengers got off the vehicle.
  
  As I was being searched, the driver told security that there is one person passed out on the floor of the train.
  
  The officers searching my belongings drop everything and about everyone in the building ran outside. To detain the person on the bus.
  
  Right there and then -Cantail fails me as a customer as they let someone onto a 4-5hr bus ride, who could have hurt innocent people while under the influence. Why isn’t their security on the bus.
  Second part of this incident.
  
  I am left alone at the bag checking area. I see the bus start up and begin to take off. I am shocked. I scream for someone to please come out. ** ******* ***** *** *** **** *** ***** **** *** *** ******* ****. The search wasn’t even complete and they know this was racially profiled and an unjust search.
  
  The search concluded and I had zero unregulated items. At this time I am told by a different officer that they cannot help me. But I am “free to go”. It’s nearly 1 am at this time. I travelled by train and bus for 8hrs. ******* ** ** ****** **. ** ***** ** ***** *** **** *** *** ** ****** *** ****** ******** ***** ** ********* *** ***** ******* ********* *** ** **** **** **** ********** * ***** ** **** * ***** ****** **** ***** **** ** ****** ******* * ***** ** * ***** *** *** ***** ** ******* I managed to get a ride to order me an **** which costs an addition $50.00. From the border to my home. But the driver met me way down the road due to not having a passport. It’s dark I’m scared. In shock and disappointed in this bus system. * *** **** ***** ****** *********

  Business Response

  Date: 27/03/2023

  Dear ******** ******* ******,
  
  
  It sounds like Mr. ******* went through a less than ideal experience for his Portland to Vancouver trip. As much as we may sympathize with what he went through, we take the position that his interpretation of the facts is not correct and the source of his frustration is misdirected.
  
  
  Cantrail has been operating the Vancouver - Seattle schedule service for over 30 years. We do not knowingly board anyone who is under the influence, and certainly would not board anyone who might be a safety risk to our passengers on the bus which includes our driver. The driver will make an assessment at the time of boarding based his or her interaction with the passenger at the time. We cannot be responsible for what a person may bring onboard on their persons, as we do not have the legal power to perform physical searches. Even if they were intoxicated, as assumed by Mr. *******, this is out of the drivers control while driving the bus. To be clear, it has not been proven this person was intoxicated, and it would be presumptuous to think there couldn't be any other reason for him being "passed out." 
  
  
  Mr. ******* asks why there is no security onboard the bus? Having a security person onboard each run certainly does not fall under normal business practice. In fact, I do not know of any bus operation that has onboard security, so to expect this is unrealistic and certainly not required by any regulatory body in bus transportation. 
  
  
  Mr. ******* accuses our driver of not performing a "head count" and presumably unknowingly departing with him. The fact is the driver was given the green light and advised to depart by the border officer. Our driver cannot assume what is happening with Mr. ******* nor can the officer tell us. When an officer tells the bus driver to depart, they must depart with the understanding they were withholding any passengers not on the bus. This is not uncommon as we see many travellers get held at the border by border officers.
  
  
  It is unfortunate what Mr. ******* had to endure on this day in question, however it is our belief the root cause of Mr. *******'s anger is all about his experience with the border officers then Cantrail. He is clearly disturbed with the idea that he may have been racially profiled and upset that the bus was told to depart without him by the border officer which was all controlled by the border officers and not our driver. 

  Your sincerely, 

  Dean C****

  General Manager

  Cantrail Coach Lines Ltd

  Customer Answer

  Date: 28/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *******