To whom it may concern at the Translink Bus Place:

I take the XXX to and from work every day. Last night I worked later than usual and planned on taking the last bus home, the one scheduled to be at Granville & Georgia at 6:08 p.m. Imagine my surprise when, by 6:40 it still had not made an appearance! I had not missed it as there were several other people waiting for the same bus. I wound up taking a XXX and when I commented to the driver of the bus that the XXX had never showed, his reply was: “there is a hockey game so traffic’s bad”.

And that’s my problem because why exactly?

I finally arrived home cold, tired and very, very grumpy a full hour and fifteen minutes later than expected which completely messed up my evening plans — including missing my yoga class.

To say that I am not impressed would be an understatement.

Also, from what I understand from fellow commuters on this route, this is not an infrequent occurrence. Would you please explain why exactly?

I would appreciate a satisfactory reply to me email.

Dear Ms Casey,

Thank you for your email regarding the incident the missing 605pm XXX trip from downtown Vancouver. Correspondence from customers who take the time to send us their concerns such as yourself are an integral component of our efforts to raise our level of customer service and to rectify our shortcomings. I have reviewed your complaint and regret that the customer level of customer service that we strive to provide for all our customers, on this occasion, was less than what our customers have come to expect. (yeah, whatever)

This matter was investigated and it was discovered that the bus in question did not arrive at its terminus until 643pm. This was due to heavy traffic. I do not know if the hockey game was a direct cause of the traffic volume, but it may have had an effect. Please accept my apologies for any inconvenience that was caused to you.

Yours truly,

Keith Butterley
A/Supervisor Service Delivery
North Vancouver Transit Centre

I’m sorry, but that in no way shape or form is a satisfactory reply. Ergo:

Mr. Butterly,

Thank you for taking the time to respond to my email but I am sure you will also understand that I find your explanation to be less than satisfactory.

Heavy traffic? Shocking being that it was rush hour and coming from the North Shore. That’s just simply not a valid excuse.

There are only 4 busses that make that run each evening. Chances are there is going to be a significant amount of traffic coming off of the North Shore. Here’s any idea — why not have all 4 of them already on the downtown side ready for their run?

And yes, the sarcasm is intentional.

From what I understand, and I have experienced it myself, busses are randomly pulled off this route in the evenings with some regularity. Quite frankly that is not acceptable.