Customer Care
At Coach America, we really do think about you, your company, your reputation, and your attendees. We think about our vendors, the drivers our staff and all of the things that combined equal a great customer experience. We do this because we care.
Below, we offer some tips that will help you choose the right company for you. Ask us any of the questions below - go ahead - we want you to be informed. We trust that we will always be able to put your mind at ease and give you comfort in knowing that you are taken care of with Coach America.
Consumer Tips You Need To Know
Choosing the right transportation company can be a daunting task. What's important? What's not? The tips below will help guide you through the selection process. We've split the tips into four sections:
- The Basics
- Your Needs
- Things to Watch Out For
- Safety Issues
By using these tips, you will have taken the steps necessary to assure your group of a safe, comfortable, and satisfying travel experience.
The Basics
The most important 8 questions you can ask. If a carrier can't or won't answer these questions, you need to select another carrier!
How long has the company been in business?
Ask when the company was established, and how long it has been offering charter coach service. A long track record is generally more desirable, indicating that the company understands the rules and regulations of the industry and what it takes to stay in business.
Does the company operate it's own maintenance facility?
A company may say they have all new equipment and don't need a maintenance facility, but without proper maintenance even the best vehicles will breakdown. Ask about their provisions for routine maintenance and bus servicing (just where do they dump their chemical toilets?).
What is their federal DOT number?
A DOT (Department of Transportation) Number is assigned by the US Government and is required to operate legally. The carrier's DOT number can be used to check their safety rating with the US DOT (see next tip).
What is their DOT safety rating?
The US Department of Transportation (DOT) issues safety ratings based on the company's accident record and adherence to Federal Motor Carrier Safety Regulations. The highest possible rating is Satisfactory. Other ratings include Conditional, Not Rated, or Unsatisfactory. You can verify safety ratings by calling the DOT Safety Hotline at (800) 832-5660 or on the world-wide web at http://www.safersys.org. Many newer carriers may not have been inspected, leaving you to guess about their safety and hiring habits. Any carrier can request a DOT inspection and safety rating. You should never charter from a company with an unsatisfactory rating ... and think twice about any carrier with no rating!
Ask for a Certificate of Insurance.
Your carrier should be willing to supply a Certificate of Insurance. This certificate shows the carrier's levels of insurance and effective policy dates. Accepted levels of insurance call for a minimum of $5 million combined, single-limit liability coverage. You can easily verify a carriers insurance at the following website: http://www.safersys.org.
Ask for references.
Request and contact references from similar groups traveling on similar programs. Never charter from a company unwilling to provide references.
How many buses do they have in your area?
Overall charter fleet size is important. It provides a gauge to the operator's ability to a) supply alternate vehicles in case of a mechanical problem, b) service multi-bus movements, and c) assure service on busy weekends. It also provides insight into the carrier's overall success in business. If a carrier only has one or two buses, they are more likely to cancel on you at the last minute due to a mechanical breakdown (or worse ... when a better trip becomes available from another customer!).
Can you visit the company's operating facility?
You should insist on the ability to inspect a carrier's local facilities. If the carrier is based too far away to make this practical for you, how rested will the driver be on the morning of your departure? You should inspect the carrier's vehicles, general offices and maintenance facility. Ask to see a Driver's Qualification File, too. This file is required by US DOT. It should be well organized and kept in a lockable drawer. While you might not be an expert, even an untrained eye can tell a lot just by having a look around!
Meeting Your Needs
Know your groups plans.
Plan ahead and have a detailed schedule available. This information allows the motorcoach company to quote on your trip accurately and assure your safety. Also, consider if your driver must stay in the same hotel as your group. In resort areas and big cities, it could impact the total cost of your trip.
Can they meet your special needs?
Remember to take into consideration any special needs you have, such as video systems, edited movies, card tables, step-on guide service, handicapped accessible vehicle or other special need.
Are the coaches video equipped?
Video-equipped coaches can be a genuine asset. You can view promotional videos, educational videos, a special message from your leader, or allow the group to enjoy a current movie. Sports teams can view game tapes, while small children can be entertained with their favorite film. This is a great way to pass time en route to your destination.
Is the carrier licensed to show motion pictures?
Films rented or purchased from a video outlet are not licensed for public viewing. Your Carrier must be licensed by the Motion Picture Association of America in order to show copyrighted movies or TV shows. Ask the carrier for a copy of their Motion Picture Association of American (MPAA) license.
Things to Watch Out For
Be a careful shopper.
If your organization requires multiple quotations, make sure careful consideration is given to ALL the tips provided here, and that a balanced decision is reached. A decision based solely on price may not be the best value!
Who pays for the driver's room?
Is the driver's room included in the charter cost? If not, find out if you are responsible for the driver's lodging cost.
Ask about "extra miles".
Some carriers will intentionally "low-ball" a price by under-estimating the mileage, then bill you for the excess mileage AFTER you return. Find out the carriers policy concerning "overage-miles" before you select a carrier!
How does the company handle "on-the-road" emergencies?
Does the company have a nationwide reciprocal maintenance agreement which will assure you of prompt servicing of equipment in all regions of the USA. If not, you could be left on the side of the road . . . for hours on end!
Safety Issues
Does the company operate within the law?
- Is the carrier registered with the US DOT
- Is the carrier properly insured and is their coverage current?
- Are their vehicles properly licensed and registered with Commercial License Plates?
Does the company adhere to driver's hours of service regulations?
The DOT limits the number of hours a driver can work. A driver is limited to 10 hours of actual driving time, and 15 actual working hours in a 24-hour period. If your itinerary exceeds these limits, ask the company how they plan to handle your groups needs.
Does the company have a formal drug and alcohol testing program?
Specify that your carrier supply a copy of their written drug and alcohol policy statement. Never charter from a carrier that does not strongly enforce a drug and alcohol-free workplace.
Use all the information you have gathered. And remember, safety is the single most important issue!
