I arrived at the LA airport (LAX) on Wednesday 9th December. From the Airport to Doubletree Guest Suites Anaheim (Harbor Bldv)I caught the Southern California Grayline shuttle bus. I purchased a round trip ticket worth $31. The bus driver informed that in order for them to pick me up from the Doubletree Hotel back to the LA Airport to call them a day before. My departure date was on Sat 12th Dec 09 at 11.45am. I called them on Friday 11th Dec 09 at 11.30am requesting to be picked up from the hotel. A lady picked up the phone and I explained to her the reason for my call and she said I was going to be picked up at 9am the next day.


The next day I was down stairs waiting for the shuttle bus at 8.45am at this time it was raining but i stood there waiting for the shuttle bus as I didn't want to miss it. 9am arrived and there was no sign of the bus, at 9.10am I went back to the hotel lobby to ask Gary (Heldesk clerk) if he knew about the shuttle bus pick ups and he said to keep waiting at the front because he knew the buses usually arrive at 9.30am but I told him that I had booked them for 9m but he couldn't give me anymore information.


I continued to wait under the rain, 9.30am arrived and still no sign of the bus. It was then 9.45am and I decided to go back in to the lobby to ask Gary if I could use his phone because my cell phone didn't have coverage in the area. He kindly offered to call the shuttle bus company. On the phone he explained to the person on the phone that there was someone waiting to be picked up and that i was going to miss my flight. Garry was told that there was an issue on the road and they would be there shortly.

I could not wait any longer and Gary's advice was to either keep waiting on the rain with a chance to miss my flight or use the hotel car to drive me the airport. I asked him how much that was going to cost and he said $95, I told him that I could not afford that but then if I kept waiting for the bus there was a very high possibility I would miss my flight and it would cost me more money to re-book my flight. It was a decision I had to make on the spot. I decided to go with what Gary had suggested and got on the Hotel car.

I made it to the airport just on time for boarding. I paid $110 to the driver.

I called Grayline to explain what had happened on Monday 14th Jan 09. I spoke to Vanesa in the accounts dept and then with Craig - Vanesa's supervisor. My request was to be reimbursed for my expenses in catching the Hotel car and the money I had paid for the shuttle bus. They told me that they had no record of my phone call and that maybe i called the wrong company and that I was not going to get any money from them. The only thing they would do for me is give me back a portion of the bus ticket I had purchased in advance.

I was on the phone with them for over 30 minutes explaining over and over again my situation but they did not care and I got the feeling they didn't belive me when I said I called me to book the shuttle bus a day before.