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  • Because of a passport situation, I was running short on time when I arrived at this station. It was very important for me to buy a ticket for a 3:40 bus to Niagara Falls, and I had about 25 minutes to do this and get on the bus. There wasn't really anyone in line. Things should have gone relatively smoothly. I ended up getting a ticket person who was kind, but new. She herself said "I'm new, I don't know why they left me here alone". She couldn't figure out how to find my bus or book the trip using my card. When the bus wouldn't show up, she told me to go to customer service. This woman was honestly the antithesis of helpful, as she pulled up the bus and then just told me to go back to the ticket station (where the woman clearly didn't know how to find the bus). A lot of time was wasted in this struggle. I asked the woman if I could go down to the bus and ask them to wait a moment due to these difficulties. She said "she's holding it for you" referring to the customer service rep. This was entirely a lie, as no one was holding anything. Finally after 20 minutes and two separate higher ups barely helping this woman, a man calls me over to his register so he can ring me out. It takes him what I'm assuming is the normal time to buy a ticket. MAYBE 2-3 minutes. At 3:39 he makes a call to hold the bus. I get my ticket and he tells me to go down to door 11. I think that I'm free. I get there and the bus is gone. I walk back nearly in tears and he guy is like "sorry I made the announcement but the bus pulled out at exactly 3:40". Literally a lack of training made me miss my bus in its entirety. Utterly ridiculous. I'm still in a bit of shock. I didn't know how rude the customer service reps could be, also. The one I spoke to yesterday placed ad hominem attacks on my grandmother, and got close enough to her in an argument that I was afraid she might hit her. Also refused to let my grandmother speak to her boss. Extremely unprofessional. Terrible experience. The ticket people weren't rude but they caused me to miss my bus so my feelings aren't super great. What a time.
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