Suburban Express

Illini Shuttle, operated by Suburban Express, at Illinois Terminal in Champaign, Illinois.
Founded 1983
Headquarters 714 S Sixth Street
Champaign, Illinois 61820
Service area Illinois, Indiana, Iowa
Service type Intercity coach service
Destinations Six universities served and Chicago suburbs
Chief executive Dennis Toeppen, President
Website www.suburbanexpress.com

Suburban Express is a bus service that provides transport services to students at six universities in the American Midwest, primarily to and from the Chicago area. Airport shuttles are operated under the name "Illini Shuttle". The company contracts buses from other carriers, and is based in Champaign, Illinois.

In the 1980s, Suburban Express broke the bus monopoly[1] that Greyhound had between Champaign and Chicago, leading to a price war that cut student fares by more than half.

Since 1994, it has filed at least 200 lawsuits over alleged violations of its terms of service, leading students to criticize the bus service online. Techdirt describes Suburban Express as "the comically awful bussing company",[2] and Ken White of Popehat states that it is "remarkable that Suburban Express has survived given how absolutely awful its reputation has become".[3]


History

Suburban Express began operating in late 1983.[4] At that time, scheduled bus service between Champaign and the Chicago area in Illinois was a monopoly[5] operated by Greyhound Lines,[1] and reinforced by exclusive ticket sales through the University of Illinois at Urbana–Champaign (UIUC).[6] Between November and December 1983, Greyhound Lines suffered a nationwide strike by its drivers.[7][8][9] For the Thanksgiving break during the Greyhound strike,[10] Dennis Toeppen, then a 19-year-old student at UIUC, and later Suburban Express' founder, chartered 6 buses, sold tickets through a local travel agent, spent $600 on advertising, and undercut Greyhound's fares by $4 to $8. The Thanksgiving 1983 service carried nearly 300 students.[1]

In January 1984, and then named Western Trails Transportation, the company announced regular weekly and holiday service.[10] UIUC's travel center, saying it relied on commissions from Greyhound and feared losing revenues, initially refused to sell competing tickets, despite their lower price.[6] The travel center also briefly offered its own competing charter service.[1]

In 1984, a fare war between the company and Greyhound[11] cut prices between Champaign and Chicago by more than fifty percent. Reacting to new competition, Greyhound lowered its prices from around $36 to $14.75 and filed two complaints with the Illinois Commerce Commission.[1] In February 1985, the company, by then called Suburban Express, charged Greyhound with predatory pricing, claiming the $14.75 price was below Greyhound's costs and designed to drive competitors out of business.[12] According to Suburban Express' lawyer, after the Department of Justice sent a letter to Greyhound, the bus service raised their rate by $3.[1]

Suburban Express expanded its service to Eastern Illinois University in 1985,[1] and to Illinois State University in 1989.[13] In 2002, the company introduced self-service ticket kiosks in the Champaign area.[14] The company's Illini Shuttle began service connecting UIUC to Chicago's Midway and O'Hare airports in October 2004.[15] Service to the University of Iowa began during the 2006–2007 academic year.[16]

Transportation services

As of September 2015, Suburban Express offers weekly service to Chicago-area locations from four universities: UIUC,[17] Illinois State University,[18] Purdue University,[19] and the University of Iowa.[20] The company's Illini Shuttle runs daily from Champaign to O'Hare International Airport and the suburbs.[21] According to the company, it hires only non-smoking drivers, has free Wi-Fi on most buses,[22] and in the year prior to April 2013 carried around 100,000 passengers, on up to 75 buses a day.[23]

Business practices, lawsuits, and controversies

Suburban Express' business, legal, and media practices have been the topic of numerous media discussions since early 2013.[23][24] At that time, the company's terms of service said passengers would be charged a $100 convenience fee for using an "invalid, altered or duplicate ticket" and $500 for "disruptive behavior".[25] In April 2013, the company sought $500 payment from a passenger whom they alleged engaged in disruptive behavior on a bus, leading to an active social media discussion. The passenger was upset by the driver's words and actions, and an account of the situation was widely seen on Facebook and in a college newspaper.[26][27][28]

The case led to discussion on the UIUC subreddit, a threat by the company to sue the subreddit's moderator over false and libelous comments, a Freedom of Information Act request by the company to UIUC, and a page on the company's website directed at the complaining passenger. [29][30]

Suburban Express also maintains a "page of shame" where the company posts the name, email, phone number, and address of customers, many of them University of Illinois students, whom the company claims have "dishonored payments" or are "fare cheaters".[31]

Suburban Express initiated 209 lawsuits between April 1994 and April 2013, of which most were small claims cases alleging terms of service violations by customers, while four were against competitors.[23] A group of 126 lawsuits were filed in Ford County, Illinois in early 2013. Students complained that the company's choice of Ford County (30 miles from UIUC), made them ineligible for free legal aid from UIUC.[32] In explaining its small claims actions, Suburban Express stated that some students broke the company's rules by "printing out multiple copies of the tickets and allowing others to use them," or "using tickets on the incorrect dates, or altering the dates listed on the printed copy."[33] Some students asked why Suburban Express chose not to refuse invalid tickets during boarding. Suburban Express said processing during loading would be "too slow."[26] After a backlash from UIUC students,[34] 116 of the suits were withdrawn from Ford County, and later, 20 suits were changed to permit refiling in another venue.[32] Suburban Express indicated it would switch its litigation to Champaign County, so that students would have access to free UIUC legal aid. The company also eliminated convenience fees from the terms of service in response to complaints.[25][25][26][35][36]

Owner Toeppen was arrested for cyberharassment against two customers, alleging he posted lewd statements about them on Reddit.[37] A judge subsequently found him not guilty, although Toeppen continues a lawsuit against the customer.[38]

In December 2017, Suburban Express posted adverts containing the benefits it provides to passengers. One benefit listed was “you won’t feel like you’re in China when you’re on our buses". This drew criticism for what many perceived as an anti-Chinese bias. The situation was exacerbated when the company sent out an email which blamed their remarks on the University of Illinois for accepting international students. [39]

The company has a long history of controversy surrounding its interactions with Asian students, dating back to 2013.[40]

On April 23, 2018 Illinois Attorney General Lisa Madigan filed a lawsuit against Suburban Express in the United States Court of Appeals for the Seventh Circuit citing violations of the Civil Rights Act of 1964, Right to privacy and illegal contract terms.[41][42] In addition to the controversies noted above, Madigan alleged that an image on the Suburban Express website showing two Asian persons with their heads tilted down and the author stating "Bowing Not Required", as well as posters in the Chinese, Japanese, and Korean languages stating "Go Home" and the website, were violations of state and federal law for attacking customers based on national origin. Suburban Express was also alleged to have banned persons from historically Jewish zip codes from purchasing tickets, and made comments in business emails disparaging Jewish communities and individuals, which Madigan charged was illegally anti-Semitic; and also allegedly released personal confidential information of customers.[43] Suburban Express agreed to operate under a temporary restraining order as of April 28, 2018, extended every 28 days. The restraining order required Suburban Express to take down personally identifying information from their website and lawsuits, notify customers whose information had been made public, stop retaliating against customers who have left negative reviews, and remove language that banned negative reviews. The restraining order was extended twice, through July 20 2018, when AG Madigan asked for it to be turned into a preliminary injunction.[44][45][46] On July 19, 2018, Toeppen's lawyer filed a motion to withdraw as counsel, stating the lawyer and Toeppen "have reached an impasse", also indicating Toeppen has not paid and is unable to pay for legal services.[47] Additionally, Allerton, Toeppen's bus company that acts as a charter for Suburban Express, has sought compensation from its insurance carrier, Manufacturers Alliance Insurance Company (MAICO), to pay for the lawsuit. MAICO rejected the claim and sued Toeppen and Allerton to get judgment on the claim. AG Lisa Madigan is also named in the suit to represent the people of Illinois, as the coverage is being requested for the suit that she brought to Suburban Express.[47][48]

References

  1. 1 2 3 4 5 6 7 Rozek, Dan (October 20, 1985). "Fare wars - Bus service run by student butts heads with Greyhound" (PDF). Daily Herald (Arlington Heights).
  2. ↑ "Wondering How Suburban Express Is Doing In Lawsuit Brought By Illinois Attorney General? Really Fucking Bad!". Techdirt. Retrieved 2018-07-22. Back in May, we wrote about Suburban Express, the comically awful bussing company that works the University of Illinois-Champaign to Chicago circuit and is owned by Dennis Toeppen, being sued by Illinois Attorney General Lisa Madigan. Why it was sued by the state will require you going through the backlinks above, but can more succinctly be expressed in the following math equation:
  3. ↑ "Illinois Attorney General Stomps Notorious Censorious Jerkass Dennis Toeppen and His Infamous Suburban Express". Popehat. Retrieved 2018-07-22. It's remarkable that Suburban Express has survived given how absolutely awful its reputation has become, especially after a Dennis-Toeppen-acting-like-Dennnis-Toeppen incident in which Suburban Expressed advertised that you should ride with them because you won't encounter so many Chinese people.
  4. ↑ Rozek, Dan (October 20, 1985). "Fare wars - Bus service run by student butts heads with Greyhound" (PDF). Daily Herald (Arlington Heights). [In October 1983] Toeppen hit on the idea of chartering equipment. A little research showed it just might be profitable and a Greyhound driver's strike added momentum to the idea.
  5. ↑ Rozek, Dan (October 20, 1985). "Fare wars - Bus service run by student butts heads with Greyhound" (PDF). Daily Herald (Arlington Heights). The one-man service broke Greyhound's monopoly on the route
  6. 1 2 Rozek, Dan (October 20, 1985). "Fare wars - Bus service run by student butts heads with Greyhound" (PDF). Daily Herald (Arlington Heights). The university travel center...refused to sell Toeppen's tickets...published a letter encouraging students to take Greyhound...UNIVERSITY OFFICIALS said they did not want to sell both types of tickets because they feared Greyhound would not approve and would dump the university as a ticket agent, meaning less ticket revenue for the university...We were concerned about (Greyhound's) reaction.
  7. ↑ Townsend, Ed (4 November 1983). "Strike against Greyhound forces customers to leave driving to somebody else". Christian Science Monitor. Retrieved 9 April 2014.
  8. ↑ "Ray Phillips and the 1983 Strike Ray Phillips and the 1983 Strike". 31 December 2011. Retrieved 9 April 2014.
  9. ↑ Townsend, Ed (5 December 1983). "Tentative settlement in Greyhound strike". Christian Science Monitor. Retrieved 9 April 2014.
  10. 1 2 Rubey, Peter (28 January 1984). "New cut-rate bus company to begin service next week" (PDF). Daily Illini. Retrieved 9 April 2014. Western Trails Transportation Co., a new bus service which operated during the Greyhound bus driver's strike, will begin regular cut-rate weekly service next Friday
  11. ↑ Rozek, Dan (October 20, 1985). "Fare wars - Bus service run by student butts heads with Greyhound" (PDF). Daily Herald (Arlington Heights). Fare wars... ignited a price war that dropped fares dramatically for both Greyhound and Toeppen's Suburban Express.
  12. ↑ Taylor, Barbara (16 February 1985). "Greyhound pricing illegal, bus service official claims" (PDF). Daily Illini. Retrieved 9 April 2014.
  13. ↑ Russell's Guides (September 1999). GLI Schedule 397.
  14. ↑ "Suburban Express Self-Service Ticketing". suburbanexpress.com. Suburban Express (subject's website). Archived from the original on 2002-02-01. Retrieved 22 April 2014. Suburban Express is pleased to introduce self-service ticketing.
  15. ↑ "Illini Shuttle - O'Hare & Midway Schedules". illinishuttle.com. Suburban Express. Archived from the original on 16 October 2004. Retrieved 11 April 2014. Schedules...will begin operating October 12, 2004...October 27, 2004. We will begin accepting reservations and selling tickets on September 30, 2004.
  16. ↑ "Weekend Bus Service from Iowa City to Oakbrook Mall and Woodfield Mall" (PDF). suburbanexpress.com. Suburban Express (company website). Archived from the original (PDF) on 21 February 2007. Retrieved 22 April 2014. $9.95 Introductory Fare Extended through February 16
  17. ↑ "Special Weekend Coach Service Between U of I and Chicago Area!". Suburban Express. Retrieved 1 December 2015.
  18. ↑ "Fall 2015 Schedule". Suburban Express. Retrieved 1 December 2015.
  19. ↑ "Special Weekend Service Between Purdue and Chicago Suburbs!". Suburban Express. Retrieved 1 December 2015.
  20. ↑ "Schedules & Fares Fall 2015". Suburban Express. Retrieved 1 September 2015.
  21. ↑ "Illini Shuttle Typical Schedule". Illini Shuttle. Suburban Express. Retrieved 1 December 2015.
  22. ↑ "Frequent Service Between Champaign and O'Hare, Chicago Suburbs!", Illini Shuttle.
  23. 1 2 3 Ruff, Corinne (April 28, 2013). "Suburban Express lawsuits reach 125 this year; conversation continues on Reddit". Daily Illini. Retrieved February 23, 2017.
  24. ↑ Richard, Chalkey (April 25, 2013). "UI Should Defend International Students". Daily Illini. Retrieved February 23, 2017.
  25. 1 2 3 Neil, Martha (May 3, 2013). "Cheap bus ticket included a trip to small-claims court for unwary students". ABA Journal. Retrieved January 4, 2014.
  26. 1 2 3 Geiger, Kim (May 1, 2013). "Bus company's lawsuits anger students, parents". Chicago Tribune. Retrieved January 4, 2014.
  27. ↑ Ruff, Corinne (April 28, 2013). "Suburban Express lawsuits reach 125 this year; conversation continues on Reddit". The Daily Illini. Champaign-Urbana. Retrieved February 23, 2017.
  28. ↑ 20 dismissals were vacated, meaning those cases could be refiled anywhere; Suburban Express indicated they would file in Champaign County. Brumleve, Will (July 31, 2013). "Judge allows bus company to refile some claims against passengers". The News-Gazette. Archived from the original on March 4, 2016.
  29. ↑ Gallagher, Sean (February 13, 2013). "Troll road: Bus company posts "dirt" on complaining passenger". Ars Technica.
  30. ↑ Gallagher, Sean (May 2, 2013). "Nonstop to schadenfreude: Suburban Express' u-turn on reddit lawsuit". Ars Technica.
  31. ↑ Francis, Jacqueline (12 Oct 2017). "'Page of Shame' causes concern among U of I students". Fox Illinois. Retrieved 14 October 2017.
  32. 1 2 Brumlee, Will (26 June 2013). "Bus company wants to reinstate some lawsuits". The News-Gazette (East Central Illinois). Retrieved 9 July 2014. One issue raised by UI students: They are not eligible to receive free representation from the UI's Student Legal Services, which only offers such assistance for cases filed in Champaign County.
  33. ↑ Brumleve, Will (April 26, 2013). "Bus firm's lawsuits criticized". The News-Gazette. Ramais said some of the alleged violations are related to students buying their tickets online, then printing out multiple copies of the tickets and allowing others to use them. Another issue has been students using tickets on the incorrect dates, or altering the dates listed on the printed copy, she said.
  34. ↑ Brumleve, Will (30 July 2013). "Judge allows bus company to refile some claims against passengers". The News Gazette (Central Illinois). Retrieved 9 July 2014. After a backlash from UI students, Toeppen filed motions to dismiss 103 of the cases "with prejudice" on April 30;
  35. ↑ Suburban Express terms of service, dated April 29, 2013. Retrieved Jan 28, 2014.
  36. ↑ Brumleve, Will. "Judge allows bus company to refile some claims against passengers". The News-Gazette (Central Illinois). Archived from the original on March 4, 2016. Retrieved 9 July 2014. Toeppen said most of the cases that will be refiled will be brought to Champaign County Circuit Court, so the many UI students named as defendants can have access to free legal representation by the UI's Student Legal Services.
  37. ↑ http://www.chicagotribune.com/news/local/breaking/ct-bus-owner-harassment-charges-met-20140806-story.html
  38. ↑ http://www.news-gazette.com/news/local/2016-06-22/suburban-express-owner-found-not-guilty-harassing-ui-student.html
  39. ↑ "Bus company stokes outrage over racially charged ad sent to U. of I. customers". Retrieved 4 December 2017.
  40. ↑ "Suburban Express owner sends second apology after UI condemns company". Retrieved 4 December 2017.
  41. ↑ https://www.facebook.com/cbschicago/videos/10156543997598338/
  42. ↑ https://dailyillini.com/news/2018/04/23/attorney-general-files-lawsuit-against-suburban-express/
  43. ↑ http://www.news-gazette.com/sites/all/files/pdf/2018/04/23/Filed_SE_Complaint.pdf
  44. ↑ "Attorney general seeks to convert restraining order against Suburban Express to preliminary injunction". news-gazette.com. Retrieved 2018-07-15.
  45. ↑ "UPDATE: Judge approves temporary restraining order for Suburban Express". news-gazette.com. Retrieved 2018-07-15.
  46. ↑ "Restraining order against Suburban Express extended to July 20". news-gazette.com. Retrieved 2018-07-15.
  47. 1 2 "Attorney for Suburban Express owner says he wants out". news-gazette.com. Retrieved 2018-07-20.
  48. ↑ "Suburban Express insurer lawsuit PDF" (PDF). news-gazette.com. Retrieved 2018-07-20.
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