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Discussion Starter · #1 ·
<p>Well guys I just returned from my Volvo Family Fun Sweden and Denmark. I am happy we went, but we had less than stellar experiences from SAS and FDC. From my knowledge of this board, I am in the minority. However, neither Volvo nor SAS seemed to be setup nor have much understanding for families with young children. <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/confused.gif" BORDER="0"> <p>I am not upset we went. But SAS dropped the ball every step of our four flights (hopefully our bags will arrive tomorrow) <IMG NAME="icon" SRC="http://www.vortexmediagroup.com/images/banghead.gif" BORDER="0"> and my service at FDC seemed closer to an internet pickup. <p>I will post a more thorough update in the next day or two. It just seems that we fell through the cracks, and no one seemed to care that much.<br> <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/frown.gif" BORDER="0"> <br>As my wife and I say, "at least we will always have Denmark." <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/embeer.gif" BORDER="0"> <br>
 

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Re: A Different OSD Experience (shawn)

I'm curious to hear about your issues with SAS. My wife and I weren't too impressed with SAS during our OSD trip. Some of our difficulties weren't exactly SAS' fault (Aug. 12 - increased security for fun fun fun!), but other parts were very much SAS' fault (lost luggage on the way there, less than helpful people on the way back after missed flights, dirty plane bathrooms, unhelpful plane staff, broken/buggy in-flight entertainment systems)<p>but we loved all the FDC Volvo stuff. that stuff was great. our local dealer didn't always seem on top of things, and Volvo could have better documentation/literature on the OSD program, but once we were there it was quite nice.
 

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Re: A Different OSD Experience (shawn)

Shawn, so sorry to hear that there were problems. I guess not all can be perfect. Hopefully, when you look back on it all, there will be more good times to remember, and the troubles will just be the bumps in the road. I hope you post pics of your families travels, and give an update when you take delivery in the US. I'm sure that you know that you can track the ship your car is on, which is fun to do while you wait. Glad you all made it back safely. cheers <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/embeer.gif" BORDER="0">
 

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Re: A Different OSD Experience (jlieb)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>jlieb</b> »</i></TD></TR><TR><TD CLASS="quote">but other parts were very much SAS' fault (lost luggage on the way there, less than helpful people on the way back after missed flights, dirty plane bathrooms, unhelpful plane staff, broken/buggy in-flight entertainment systems)<br></TD></TR></TABLE><p>I am amazed! <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/eek.gif" BORDER="0"> This is very un-SAS!!!<p>Yannis
 

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Re: A Different OSD Experience (GrecianVolvo)

Shawn...<p>Let me echo the comments of those before me. This IS NOT how an OSD is designed or intended to leave you <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/frown.gif" BORDER="0"> Of course, what is done is done...and there is not much that can be said to change your feelings at this point. <br>I can tell you that yours was not the normal OSD adventure...and for that there is no excuse!<br>I suggest that you document your trials and tribulations in a brief letter to SAS and see what kind of response you receive.
 

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Very un-SAS indeed. Nobody flies SK more than me (well maybe the pilots!) across the Atlantic, and I can tell you 99 out of 100 flights it is better than flying US domstic airlines. Better food, better entertainment, clean planes, etc.<p>Remember though, planes are cleaned by a local service at whatever airport you flew out of. <br>Lugagge is ultimately the responsibility of the airline, and I don't think SAS is better or worse than the other top airlines.<p>SAS ranks right up there with the elite - like Singapore Airlines, Lufthansa, BA, etc.
 

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Re: A Different OSD Experience (shawn)

Obvouisly “jlieb” had problems with SAS also which he pointed out.<p>Ours started when we got to the airport. The flight was cancelled and since the flight to the states from Copenhagen was also cancelled, SAS knew of the cancellation over 10 hours ahead of time. They never contacted us, Volvo travel or updated their system. They first tried to book us (two adults, 8 year old girl, 5 year old and 18 month old girl) on three flights to would have gotten us to Gothenburg after FDC closed and too late for the next day ferry to Denmark.<p>Then they gave us a booking on KLM. After running to KLM with all our luggage, it turned out they only booked our eight year old and the five year old. SAS-KLM (lots of fingerpointing) didn’t/wouldn’t rebook the adult tickets because they were our free Volvo tickets. They also lost the infant reservation even though it was the only paper ticket of the five.<p>Not agreeing to have two young children fly to Amsterdam and Gothenburg without their parents, we ran back to SAS. One employee blamed another and the last employee blamed Volvo travel. We were finally put on “Austrian” for a flight to Vienna and Gothenburg. Even with special escorting, we had run to get to the plane before the doors closed. Note that we got to the airport three hours early to go though extra screening due to medical conditions and enjoy the SAS Lounge that we never saw.<p>Austrian did their best and we only got to Gothenberg 75 minutes late. However, since we got to Volvo late, we missed lunch, were not allowed on the tour and were otherwise given less than stellar service. – I will get into this later.<p>On the way back, SAS again lost the infant reservation, even with the paper ticket. Due to loosing the infant reservation, we also lost our bulkhead seating and the infant basinet. Claiming labor shortage, SAS also made us check the stroller at baggage claim so we could not use it at either airport. A first in 8 years of flying with infants. <p>Then the Gothenburg to Copenhagen flight left 45 minutes late. By the time we got off the first plane, the U.S. flight was boarding. No one met us at the first terminal, which meant we had to book it with an infant, two young kids and no stroller to the end (Gate 40) of another terminal. Luckily, the two older kids were great and the new U.S. security regulations delayed the U.S. flight 20 minutes.<p>We got to the U.S. the minutes late. Two of our seven bags made the flight (the stroller and a small carryon) while five bags (two car seats and our clothes, souvenirs and gifts have not). They were supposed to have been delivered late last night. But as of noon today, they have not arrived in Washington. <p>What has bothered us the most was that during the SAS or Volvo ordeal, no one seemed to care. And when we tried to speak to some one at Volvo or SAS there was a “not my job response” or deafening silence.<p>All this said, I am happy we did the trip. I am not sure I would do it again since neither Volvo nor SAS seemed to be ready for or even want young families.<br> <IMG NAME="icon" SRC="http://www.vwvortex.com/zeroforum_graphics/screwy.gif" BORDER="0"> <BR><BR>
<i>Modified by shawn at 12:43 PM 8-30-2006</i>
 

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Re: A Different OSD Experience (shawn)

Shawn...<p><br>Sounds like whatever could go wrong...did go wrong <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/mad.gif" BORDER="0"> It appears that it all happened from the very beginning...and everything went downhill from there.<p>I have only had a few "screwups" in my years of arranging OSDs....and ALL of them stemmed from a cancelled flight somewhere along the line and the inability of airline counter/customer service personel to respond positively!<br>That sounds like part of the problem.<br>As far as the FDC staff...someone should have been aware that you were running behind and been available to assist you with getting to at least part of the days activities. Although I will say that once lunch is done and the tour group has begun...it is impossible to get up with the group...so I can see that part of the day being lost. Nonetheless, a sincere apology and an awareness of the frustrations you endured to get to fdc should have been addressed. <br>I always advise my OSD friends (that is what they all become....not customers!) to arrive in Gothenburg the afternoon/early evening the day before delivery...so D-day is not so rushed. Trying to go straight from the airport to the FDC can be stressful. You are a little weary from the flight and then when there are flight changes/delays...the increase chance for a less than perfect delivery are there. That is one of the main reasons why they include a free night at the Radisson...so you will be refreshed and ready for your factory delivery experience.<br>Not being critical of your planning or of your OSD rep....but these are some of the things that Yannis/William/myself have pointed out over the years...WORK with someone who has the experience and insight to help you with ALL the details...not just to send in your paperwork!<br>That being said....I still suggest you write SAS. I will see that OSD is aware of your comments...if for nothing more than to give you a voice at Volvo!
 

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Re: A Different OSD Experience (shawn)

I can relate to your experiences with the airline. As long as each leg goes as planned, there are no issues. The moment something happens during any leg (flight cancellations, delays, etc.), the resolution requires more effort and generates more frustation than those caused by similar issues with other airlines. <p>This is primarily due to the tickets being "Volvo" tickets and the special deal that Volvo has with SAS. Because of this, no party wants to touch it. Volvo travel will wash their hands off it, airline partners don't want to help you, etc. You can't really be proactive about having the issue fixed before you reach the airport. In our case, United wanted us to call SAS and SAS wanted us to work with United. You just get canned replies. <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/mad.gif" BORDER="0"> <p>
 

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Re: A Different OSD Experience (AccuView)

SAS and United are both Star Alliance carriers....there should have been no issues. The problem is that many of the gate/airport ticket agents are not aware of all the details of various corp programs. Their fear is that somehow the airline will not get the proper $$ re-imbursed from SAS...and that it will get tracked back to them! poor comminication=poor performance....no matter what industry you are talking about!
 

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These are general airline issues that aren't unique to SAS. I assume everyone here has flown enough of the years to be pretty aware of what can go wrong during flying. I'm loyal to Star Alliance, but I've had some ultra cruddy flights over the years. One time flying to LA I missed the flight by 5 minutes due to a flight delay from EWR-Dulles. I almost strangled the UA service rep when they were pointing at weather causing the delay. There wasn't a thunderstorm anywhere along the East Coast that day! It's part of flying.<br>The lost bags, I think, might have been due to the incredible mess of the recent security concerns. Just think what a mess you would have been flying through Heathrow. Hell, you might still be there!!<p>I would second Bob's comment about flying in AT LEAST a day prior to pickup. I arranged to fly from Seattle on Friday. Hang out that weekend and pick up the car on Monday, ready and refreshed to drive south to Denmark and Germany.<p>I have read that SAS has had problems with lost bags, but it seems to be a problem at various airports more so than anything specific to SAS.<p>Besides the initial flights, I pretty much did all my travel arrangments outside of Volvo's travel agency. Frankly, I didn't want to pay for the charges, and it's better to map everything out yourself (more work, but I think better).<br>The only thing I used Volvo for was the second night at the SAS Radisson in Goteborg.<p>As for the unique nature of the SAS/Volvo tickets, I could see where that could cause a difficult situation. On the other hand, it really shouldn't since they are normal airline tickets through a corporate account.<br>If a flight is missed, it can be more difficult getting a new flight when you are flying to Sweden than compared with flying from NY to Miami. It does become more complicated!
 

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Re: A Different OSD Experience (shawn)

<p>I guess we are focusing on SAS since they dropped the ball most recently. Actually, I am more upset with Volvo. I paid Volvo travel an extra $5,500 for the trip. I also paid Volvo forty odd thousand for the vehicle and the FDC experience. My relationship is with Volvo. Their relationship is with SAS. <p>At least I now have 4 ½ of my five missing bags. One of the car seats was broken in half with the bottom missing. The seat back was given to me without a note or an acknowledgement. More of the just go away attitude I seem to get from SAS and Volvo. <p>When I learned of the first flight problem, I called Volvo to change the FDC pickup which was in time for the tour but not for lunch. When we got to FDC, we had to wait on our delivery person. During this time the tour left. When our person showed up, I was told there was nothing she could do about the tour even though it just left. She had us sign some papers and gave us they keys and told us to go to the delivery room to see if that was the car we ordered. That was it. No car walk through, no test drive, no magic. <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/rolleyes.gif" BORDER="0"> <p>I had to walk back to the main room and ask about accessories. Her response was “here is a book and you can get whatever you want when you return the car” but she refused to give me a copy of her price list. Through this web site I had a list of suggested accessories with the local dealer prices. Of two items I ordered for the trip, the mats she gave me was for a five seater while the tray table she gave me was broken and taped together.<p>It was obvious that she was unable or unwilling to be helpful and we felt that she just wanted us to leave. Once we left, we realized that we did not know how to use the lights or how to use the wipers to clean the dirty windshield. At the first fill up, you should have seen us running to the manual to figure out how to open the gas door. <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/frown.gif" BORDER="0"> <p>This was our FDC pickup. Far from special, more like a barebones internet experience. Luckily we had a really neat time in Sweden and Denmark, since FDC was a serious let down. <p>In retrospect my biggest mistake trying to contact Volvo about the experience. The next morning (Tuesday) I called Volvo about the experience and requested me they contact me. No response. After another call, Volvo told me they would look into the matter. No response. The next day I was told that Hans from FDC would call me on Thursday … no call. After another call from me, I received a message that FDC tried to reach me at my hotel and would call again … no call. This message was left on Friday and I had to return the car on Monday. If I had just forgotten about the issue rather than expecting Volvo to responsive, I would have enjoyed my trip more.<br> <IMG NAME="icon" SRC="http://www.vortexmediagroup.com/images/banghead.gif" BORDER="0">
 

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Re: A Different OSD Experience (shawn)

Other than our bags being delayed for a couple of hours when we arrived in Gothenburg, the European part of our trip was FLAWLESS <IMG NAME="icon" SRC="http://********************/smile/emthup.gif" BORDER="0">. Only after we arrived back home did the home delivery program fail us miserably. After sitting at the port in NJ for a month, I will be flying to PA (Stillman Volvo) to pick up my car and bring it home myself. <IMG NAME="icon" SRC="http://www.vortexmediagroup.com/images/banghead.gif" BORDER="0">
 

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Re: A Different OSD Experience (cmy4x4)

With all due respect to everyones comments..and with all the sincereity capable of being communicated via this type of internet discussion.... I think each of us has had our own share negative experiences with a wide variety of things in life....<br>My efforts...regardless of who got credit for the OSD sale has always been to help in whatever capacity I can. Somethings I have been sucessful in handling with one call or email (love when that happens <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/tongue.gif" BORDER="0"> )...and othertimes I get just as frustarted as the people I am trying to help! But that does not discourage me from trying!<br>I would rather try to be part of the solution than to be part of the problem.<br>If you take 100 people to the finest restaurant in NYC....98 of them will walk out with a memorable dining experience! 2 of them will be dissapointed with some aspect of the meal/service/atmosphere/location.etc. Are those 2 justified in their opinions??? ABSOLUTELY!!! Something didn't go the way they expected and they feel less than satisfied.<br>I just hate that Shawn and cmy4x4 are those 2!... <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/frown.gif" BORDER="0"> since they BOTH had such high expectations! I know in cmy4x4's case...Yannis and Melissa feel the same as I do. Shawn...I hope your dealer will respond with an attitude of "help" and concern for your Volvo ownership experience.<br>If I can offer nothing more than an ear to hear your concerns..I am willing to listen and offer whatever direction I can to try to make you feel better.....even though you are not "my" customers.....<br>I just don't want you to think that those of us at SS OSD don't care...WE DO!
 

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Re: A Different OSD Experience (cmy4x4)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>cmy4x4</b> »</i></TD></TR><TR><TD CLASS="quote">. Only after we arrived back home did the home delivery program fail us miserably. After sitting at the port in NJ for a month, </TD></TR></TABLE><p>Do you know why it sat there? If it was stuck in some type of customs hold up, it isn't fair to blame Volvo for that.
 

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Re: A Different OSD Experience (flybynight)

Apparently, it was the fault of the California OSD office (see the "tracking the voyage home" thread).<p>How often do these goofs occur? In my case, I received three separate order confirmation packs for one car (first one was correct, but then followed by two with incorrect delivery dates). My dealer rep said that it was a California OSD office error. <p>That problem was relatively minor compared to cmy4x4's lost car, but for a few days, I thought that I was getting a two cars for the price of one deal.
 

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Re: A Different OSD Experience (ellita)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>ellita</b> »</i></TD></TR><TR><TD CLASS="quote"><br>That problem was relatively minor compared to cmy4x4's lost car, but for a few days, I thought that I was getting a two cars for the price of one deal.</TD></TR></TABLE><p> <IMG NAME="icon" SRC="http://www.vwvortex.com/vwbb/biggrin.gif" BORDER="0"> <p>When I received my OSD packet, I thought I was getting a $5,000 discount on a new C70, before they quickly responded it was a typo.
 

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Re: A Different OSD Experience (universityvolvoOSD)

Bob, don't get me wrong. I am very impressed with the Volvo OSD experience and Stillman Volvo. I would definitely do it again! Being a first-timer, I did not know the pitfalls and had to depend on others to get the job done. Now, I know what to watch for. It seems from the posts here, that the California office is the weak link in the chain, but that's just my opinion. Thanks again to Melissa for putting up with me during the last few weeks <IMG NAME="icon" SRC="http://********************/smile/emthup.gif" BORDER="0"> <IMG NAME="icon" SRC="http://********************/smile/emthup.gif" BORDER="0"> !
 

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Re: A Different OSD Experience (universityvolvoOSD)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD><i>Quote, originally posted by <b>universityvolvoOSD</b> »</i></TD></TR><TR><TD CLASS="quote">With all due respect to everyones comments..and with all the sincereity capable of being communicated via this type of internet discussion.... I think each of us has had our own share negative experiences with a wide variety of things in life....<p>If I can offer nothing more than an ear to hear your concerns..I am willing to listen and offer whatever direction I can to try to make you feel better....DO!</TD></TR></TABLE><p>Part of respecting people's experiences is to let them vent. Everyone's experience is important and telling people that they should arrive a day earlier after they've already completed their trip is insensitive. If Volvo allows people to take delivery the day they arrive, Volvo should provide for them (see Shawn's posts). Otherwise, Volvo shouldn't let people taked delivery the day they arrive. <p>My husband (jlieb) and, I believe, Shawn are writing in to let off some steam, and I think Shawn's posts are particularly valuable. If I was a parent with children needing car seats considering an OSD, I would want to know this information. Not because I expect things to go wrong, but because I'd want to be aware of the possibilities. Arriving anywhere sans car seats with children that require them is not acceptable. And any person affilitiated with Volvo should be as concerned about this lack of safety as the parents themselves.<p>That said, what my husband didn't write about SAS is, in my opinion, even more egregious than the flight attendants pointing us (in extra economy) to fill up our water bottles from the tap in the back of the plane, is SAS's lack of knowledge about their own services. <p>We were late from Copenhagen back to the states and consequently missed our connecting flight from Seattle home. Ok, no big deal (this was all three days after the London terror plot). There were SAS people there to meet us with hotel coupons and meal vouchers ($35 each for dinner!). We stayed at the lovely Seattle airport Hilton and we were supposed to be on the 7:20 am flight out the next day. Only minor inconvenience was that we'd now have two legs home--a minor detour to Salt Lake before getting into San Jose.<p>After a great night's rest, we were at the airport right before 5:30am for the 7:20 flight. We got into the special line because we were re-routed onto Delta from SAS. The guy at the counter told us the security line was long and that we would "most likely" make our flight. We were pulled aside for extra security (including a pat down) and our gate was as far away from security as humanly possible. We went straight to the gate and saw the door open from a distance. It was 7:11. But then the guy got up from the counter and shut the door. I sprinted towards him and he said there was no body allowed to board ten minutes before a flight departed (this becomes important later in the story). I sent the upset hubby to sit down and smiled and said, "well, we'll get home one way or another, right?" The gate attendant agreed. Little did I know..<p>We were on standby, even for the flight we just missed the gate attendant told me. SAS put us on Delta as standby, not guaranteed seats. Delta's flights were full. We tried to get on the 9:30, no dice. Around 11 am (waiting for the 12:40), I called SAS. I asked what my options were and she told me to leave the terminal and go to the SAS counter. I told her we had to wait in line for an hour and a half the first time for security at 5:45am, and I didn't know how long it would take us to get back through it once again. I did say if we weren't able to get on the 12:40, I would go to the SAS counter. So then I asked, where is the SAS counter?<p>She didn't know.<p>I asked again, emphasizing how she worked for SAS, answered the phone for them and that I'm sure that she could somehow access for me where the SAS counter was in the airport SAS was servicing. Again, she said she was "in Europe" and had no idea about where the counters were in the States. (I later learned from my sister that SAS has a total presence at three airports in the U.S. -- Seattle, Chicago and LaGuardia. Not too many to keep track of.) I hung up on this woman without saying thank you--because she couldn't provide me with even the basic information. <p>Luckily, we got on the 12:40 to Salt Lake. Not sitting together, but after 5 hours in the Seattle airport, we felt invigorated. We got there a little after 2pm and realized that the gate agent in Seattle took all of our paper work that SAS gave us. We had only our ticket stubs from the previous flight. I wandered up to a random boarding gate agent and he gave us our stand-by check in boarding passes for a 4:30 flight. He was the nicest man and told us that there were two more flights to San Jose that night--and both were full.<p>We headed for the bar.<p>We didn't make the 4:30 flight. Not because of the bar, but because of the full flight. Our last hope was a 8:58pm flight to San Jose. We were at the top of the priority (we had been all day) and they were missing a family of four. They got a call from another gate agent saying the family was coming. One agent said it was too late and she was going to put us on. Another senior agent said, I'll go look out for them, and if they get here soon they can make it. She stood with a walky-talky looking wistfully down the long corridor, and not at us. <p>They came running around the corner and we were set for another night away from home. Hubby is even more pissed because they allowed this family to board 4 minutes before the flight left (they had already weighed the plane and everything). We got some number to call to get a hotel (not free, we had to pay). But I told the woman that if she could guarantee us seats on any flight to the Bay Area, we'd take them. I rattled off airports "San Jose...SFO...Oakland....Sacramento......" We got confirmed seats for the next morning to SFO--close enough! <p>I won't go into the delays for that flight, but nonetheless we arrive in SFO about 40 hours later than our original plans (and some twenty miles north). And we had to stop in San Jose to pick up our bags that had made it there the previous day (yes, we spent all the previous day and night and that morning without luggage--read, clean clothes). And since we had originally come from Europe, all we had was a clear plastic bag with approved items since departing with our bags at 530am the previous day.<p>aaaah. That feels better.<p>See UniversityVolvoOSD? People want to vent. I'm not saying OSD is horrible and it is a big sham. Yes, things go wrong. And people should be aware of possible problems. That's not denouncing the how program. And dismissing people's concerns isn't good customer service. "I understand you're upset..." Blah. Let us vent and help others considering OSD make informed decisions. <br> I feel better after writing this, and am not writing to tell people not to do OSD. <p>I could write an equally lengthy post about the good things about OSD, but that's pretty clear isn't it? I'll let our pictures do the talking...<p>
<A HREF="http://jennifer.leigh.burke.googlepages.com/volvointhefjords.jpeg" TARGET="_blank">http://jennifer.leigh.burke.go....jpeg</A><br>
 

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Re: A Different OSD Experience (jenniandjeremy)

I realize the other post was lengthy, but wanted to provide this summary:<p>All said, we were originally due back in San Jose at 9:30pm on Sat Aug 12th. We arrived in San Francisco at 12 noon on Monday, Aug 14th (note that's a work day).
 
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