Short Line Bus Company

The former location of the Short Line Bus Company at 131 E Green St in Ithaca now stands as a quiet reminder of a service that has ceased operations. For years, this company, a subsidiary of Coach USA, was a key provider of intercity bus service for residents, and particularly students, looking for transportation to destinations like New York City. However, the company's local presence has ended, marked as permanently closed. A deep dive into its operational history, primarily through extensive customer feedback, paints a picture of a service that, while fulfilling a basic transit need, was plagued by profound and persistent issues that ultimately defined its legacy.

For many travelers, the primary appeal of a service like Short Line was its perceived affordability and the convenience of its routes. In a market with limited competition, especially for direct connections between Ithaca and major hubs, the company held a significant position. It offered a seemingly straightforward way to purchase bus tickets and secure passage, which is often the sole focus for those seeking cheap travel. This fundamental service—moving people from one point to another—was its main, and perhaps only, consistent positive attribute. Yet, the experiences of those who used the service suggest that the cost of a ticket often came with a heavy, non-monetary price.

A Legacy of Widespread Customer Dissatisfaction

An analysis of customer accounts reveals a consistent pattern of negative experiences that go far beyond occasional travel inconveniences. The issues reported were not isolated incidents but recurring themes that point to systemic failures within the organization, from on-the-ground staff to broader operational management. The company's average rating of 2.7 stars from over 40 reviews is a numerical testament to this widespread discontent.

Chronic Unreliability and Disorganization

One of the most critical failures for any transportation services provider is a lack of reliability, and feedback suggests this was a core problem for Short Line. Customers frequently reported that buses were late, sometimes significantly, causing passengers to miss important appointments and connecting flights. One user recounted how a driver decided to take an alternate route without informing anyone, creating delays and stress for everyone on board. Even more troubling were accounts of being given incorrect schedule information by staff, leading to passengers missing the last bus of the day and being left stranded. In one extreme case during the pandemic, a customer purchased a ticket for a trip from Ithaca to JFK Airport, only to be informed casually over the phone that buses were not running at all, with no prior notification or apology offered by the company.

Poor Standards of Customer Service in Travel

The conduct of staff, both drivers and ticketing agents, is another area that drew overwhelming criticism. The words used in reviews are telling: "rude," "dismissive," "disrespectful," and "unprofessional" appear repeatedly. Passengers described being shouted at for asking simple questions and treated with disdain. One detailed account describes a driver who, rather than assisting a nanny struggling to move luggage between a forced bus transfer, pointed and rudely told her to hurry up. This consistent narrative of poor staff interaction suggests a company culture that was not focused on passenger well-being. When problems arose, instead of assistance, customers were often met with hostility, with one agent reportedly telling a stranded passenger that their situation "wasn't his problem" before hanging up the phone.

Subpar Onboard Conditions and Safety Issues

The physical state of the buses was another major point of contention. Despite marketing materials from parent company Coach USA promising "state-of-the-art buses," customers frequently described the vehicles as "filthy," uncomfortable, and smelly. One review likened the smell to a "dusty basement." Beyond comfort, there were also significant concerns about safety and policy adherence. A particularly glaring example occurred during the height of the COVID-19 pandemic. A group of passengers paid an extra $30 for socially distanced seating to ensure their safety. However, the driver allegedly disregarded this completely, stating he "didn't care" and forced everyone to sit together. This incident highlights a serious breach of trust and a disregard for passenger safety, especially when a premium was paid for that specific precaution.

The Broader Corporate Context

It's important to note that Short Line was not an independent entity but part of the much larger Coach USA family, which also has ties to Megabus. Some customers noted that the service quality seemed to decline after booking was integrated with Megabus. Furthermore, the parent company, Coach USA, filed for Chapter 11 bankruptcy in mid-2024, citing lingering impacts from the pandemic. This corporate-level turmoil provides a likely explanation for the permanent closure of the Ithaca location and suggests that the service issues may have been symptomatic of a larger, financially strained organization. The contrast between the company's official promises of reliability and the reality experienced by its customers was stark and ultimately unsustainable.

What Travelers Can Learn

The story of the Short Line bus company in Ithaca serves as a valuable case study for anyone planning group travel or individual trips. It underscores that the lowest price does not always equate to the best value. For those seeking a travel agency or passenger transport service, this history emphasizes the importance of looking beyond the cost of bus tickets. Prospective customers should thoroughly investigate recent, independent reviews, paying close attention to comments about on-time performance, vehicle cleanliness, and, most importantly, the professionalism and helpfulness of the staff. The closure of this service leaves a gap in the local transit landscape but also an opportunity for other providers to step in and demonstrate a higher standard of service, proving that reliability and respect are just as crucial as the route map.