John Smith, an event planner, ordered a bus to take a group of club managers on a tour club. was ordered for a 9.30 a m. departure on Saturday morning. The bus company usually scheduled the buses to arrive at least 15 minutes before the departure time Mr. Smith became concerned when the bus had not amived by 9.20. He called the dispatcher at the bus company. The dispatcher told him in a matter-of-fact way that the bus drivers were still sleeping and they would not be there unti 11 am. It seems they were working with a tour that did not get through until 2.30 a.m. the previous night and federal regulations called for at least eight hours off between trips. The dispatcher hung up after explaining the reason for the delay Mr. Smith called a fleet of taxi cabs to transport his group so that they would make the 10 a.m. appointment He then called back to cancel the bus. On Monday he called the bus company to get his money back. The bus company required payment in full when the bus reserved. He was told not be enti to a refund, snce the bus was canceled with less than 24 hours notice. After several weeks of phone calls and a letter, the bus company agreed to refund the money. Six months later Mr. Smlth recelved another check for $125 and an apology from the national sales manager