Complaints

This profile includes complaints for Peter Pan Bus Lines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Peter Pan Bus Lines, Inc.

  1 Peter Pan Way Union Station Suite 300 Springfield, MA 01103

  
• 

  Peter Pan Bus Lines

  677 Cromwell Ave Rocky Hill, CT 06067

• 

  Peter Pan Bus Lines, Inc.

  333 3rd St Chelsea, MA 02150

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27th, 2023, I was on a 1:00 pm bus from *** ************** to ****** for a 6:00 pm connecting bus to Barnstable, **. The *** bus was delayed almost an hour (arrived at 6:55 pm) so I missed my 6:00 pm connecting bus. There were no more Peter Pan buses running that evening. This forced me to purchase a ticket from another bus company ********************* for $30 (copy of the receipt attached). The next day I emailed Peter Pan bus company as instructed to open a case requesting reimbursement for the additional ticket I had to purchase. The company replied with a link to the site listing when/why refunds are made. There was NO reimbursement unless I had purchased travel insurance. I have since made numerous attempts (via email and phone) to contact the company but their customer service is HORRIBLE! Trying to call is next to impossible because they have one wait online and then connect you to an answering machine. I left messages on their machine and have not gotten a callback. The company should be responsible for giving me a refund as I missed the bus as a result of their delayed service and there was no other alternative for me to return home to Cape Cod from ******.

  Business Response

  Date: 08/09/2023

  MS. ******************************* ticket has been refunded & our team resolved the situation as of 1:40pm today. 

   

  We have refunded Ms. ******************************* ticket in full in the amount of $26.

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased bus tickets for 6/2 at 2pm. Peter Pan bus company canceled the 2pm bus and put us on the 12:15pm bus which did not work with our travel plans. Peter Pan's own policy states that the fares are only valid on the schedule, date, and time listed but they cancelled the bus at the time we selected and put us on an earlier bus. That notification also went to our spam folder so when we got to the bus station and saw that our bus was cancelled, we spoke to the folks at the Peter Pan bus desk and they told us there was nothing they could do. Therefore we did not "receive the goods and services" we paid for and we ended up having to purchase new bus tickets with another bus line. We also reached out to Peter Pan directly to resolve this and they would not help us. We tried to get this resolved at the bus station with Peter Pan representatives, we reached out to Peter Pan directly - both have left us with no resolution so the only thing we could do was to file this complaint.

  Business Response

  Date: 07/27/2023

  Peter Pan authorized a refund of the ticket & resolved the issue with the passenger on June 25th.

  Our team will follow up on the status of the refund to ensure it is processed. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20383346
  
  I am rejecting this response because: There is no entry on my credit card statement showing a reversal of payment for this transaction. Provide proof of reversal of payment back to my credit card. I am also disputing the charge with my credit card company and the response from Peter Pan was that I was committing fraud and no refund has been offered and the issue is unresolved. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/27/2023

  Peter pan confirmed the refund was submitted on June 25th as shown in the attached document.

   

  Due to an error on the end of the bank, refund process did not complete the first time. Our accounting team re-submitted the ticket for refund today which was processed - screenshot for that is attached.

   

  Communication via support request #***** was with ******************************************
  
  
  
  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20383346
  
  I am rejecting this response because: Yesterday, I saw the refund on my credit card account as pending. Today, it is no longer showing up as pending or posted - as if it was removed. I would like to get this resolved but it seems like someone is playing games.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/31/2023

  The refund was processed  - any delay was on the passengers bank end. 

   

  We can confirm on our end it was fully processed 

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 25, 2023 I bought a Peter Pan multi pass for 10 rides from South ******, ** to Hyannis, ** ********************** I planned to use the 1st ride on the same day by taking the 6PM bus from South ****** **** to *****************************. The 6 PM bus never arrived and I had to purchase a bus ride for $30 from the Plymouth and Brockton bus service. A copy of the $30 bus ticket order has been uploaded with this complaint. There was no Peter Pan resource to contact to inquire the whereabouts of the 6PM bus and since Peter Pan had no other later departures it was necessary to locate another means of getting home. My multi pass # is 23QJC, and you can see that I bought the pass the morning of July 25, 2023. A refund of the $30 extra cost to get home with the other bus service is requested to resolve this complaint.

  Business Response

  Date: 07/27/2023

  Hello ******,
  
  
  We apologize for the inconvenience you experienced due to the lack of communication regarding the delay.
  
  
  As a courtesy for the inconvenience experienced, I have gone ahead & refunded the price of your commuter book while still leaving all 10 tickets active for travel. 
  
  
  Unfortunately, we are not able to refund services not provided by us but I hope this refund will help you feel confident choosing us as your transportation provider for your next trips. 
  
  
  In the coming weeks, our commuter program will be updated with a capacity-based system that will allow you to book your tickets right on the app & reserve your seat.
  
  
  Thank you again for contacting Peter Pan!

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 7/20/23, $72 - two bus tickets from ***-**.I bought two bus tickets with Peter Pan through Wanderu, and due to a website glitch, the date was changed. I didn't know this until I was about to try and catch my bus on Sunday 7/23 and the tickets were for a date in the past (Friday, 7/21) and were already expired. Wanderu does not offer customer support or refunds - it is up to the actual bus provider. There was no way to reach Peter Pan over the phone to get assistance as they are not open weekends, and I had to purchase last minute tickets on another bus line to get home. I reached out via email support (only option) and they did not seem to care or be willing to help and implied that it was my fault (it wasn't). There were no other buses I could try and take with Peter Pan.I tried calling customer care 7 times today during their published hours (8am-4:30pm) and after the greeting, it just hangs up on you. There is no one to talk to about the issue. The email customer support is cold and uncaring, and unwilling to refund my money despite the issue with the website. They are only offering a credit minus change fees which would amount to about half the ticket price. I want a full refund. The website glitch through one of their approved providers (Wanderu) is not my fault.

  Business Response

  Date: 07/26/2023

  All Peter Pan tickets are non-refundable. The ticket was purchased on July 20th - terms and conditions of purchase (even through wanderu) do state Peter Pan tickets are non-refundable. 

  Passenger contacted Peter Pan two days after trip date - did not make any effort to contact us prior to the departure time on the ticket. 

   

  Passenger requested refund or credit - our team offered a credit minus the changes fees. 

   

  At this time as a one time courtsey - we can offer credit for the unused ticket purchase in the amount of $72. Please note that this travel credit will not apply to any additional fees. 

   

  Customer indicated via support request they would be open to this & confirmed the ***** account associated is *************************

  Customer Answer

  Date: 07/26/2023

   
  Complaint: ********
  
  I did reach out to Peter Pan before my trip was supposed to begin. My return trip was supposed to be 7/23 at 8:30pm not 7/21 as I have stated multiple times. I reached out as soon as I realized what had happened on 7/23 at 6:48pm (see attached screenshots). At that time, I opened the bus ticket to find the bus pickup address as I was getting ready to go catch my bus. Only then did I find out that due to the website issue I had encountered several times while searching for bus tickets a few days earlier, it had defaulted to the wrong date. I had a bus ticket to *** from ** on 7/21 (see attached). There was no way I would have selected the same exact day to return to ** just a few hours after I arrived.

  Wanderu does not process payment, Peter Pan does, so if there is an issue due to Wanderu's website, Peter Pan needs to be accountable for that and take responsibility for the vendor they choose to use. It leaves the customer with no protection whatsoever and this issue was 100% caused by the website. I repeatedly had to change from round-trip to one-way on Wanderu's site as it kept defaulting to that, and I needed to purchase two separate legs. If I could send a screen capture now, I could show you, as I am able to re-create the issue again today.

  I want a full refund, not a credit. If I get a credit, I still have to pay change fees which would amount to nearly half the ticket value which is unfair. If I get a full refund, I will drop this case immediately.

  Sincerely,
  ***********************

  Business Response

  Date: 07/26/2023

  We are able to offer FULL CREDIT for the ticket as previously stated - this would not deduct change fees. The only fees incured would be processing fees upon submitting a new purchase (which we can not waive).

  We are not responsible for any issues in the userface on wanderu (i.e. changing from one way to round trip). Any issues on the wanderu site with purchasing a ticket must be reported to them.

  We are unable to issue a refund for this trip.  The total credit offered &  issued as previously stated would be $72 - this includes credit reimbursement for change fees & processing fees charged at the initial time of purchase.

   

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20375679
  
  I am rejecting this response because:

  Wanderu, which is one of Peter Pan's chosen service providers, has no ability to refund me for the issue caused by their website. It is unfair to place financial responsibility on the customer for an issue caused by a service provider that Peter Pan has chosen to work with.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was to take a Peter Pan Bus to ****************** this morning (7/9/23). I have now found out that a ******** bus did not depart at her usual time, but at 7:15am, definitely causing the sequence of events that occurred. The actual bus I was to take, pulled up to a parked Peter Pan Bus, in front of it. I was on that bus, in front, and when I provided my QR code, she scanned it. Driver never did tell me that it did not scan successfully, gestured for me to board after scanning my QR code. I had no way of knowing prior to entering the bus, it wasn't the correct one. This action of QR code scanning, is identifiable for not only preventing me from getting on the 7:15am bus to ****************** in ******, (with stops at Peter Pan Terminal, *************), but for missing the chain of commute that I take to get to work. As a result of this Peter Pan Bus ******** driver's actions, I had to take a two Lyfts, one from Providence to Peter Pan Way, and the other to the Airport, so that I do not miss my work shift, because with the nature of my destination, and I'm heavily relied on. I am unsure what bus route to ******** that this is, but I can tell you for sure, that I've never seen this bus before, in the timeframe or proximity of my ****** route. I would like to be reimbursed for what occurred today, because what happened, could've been prevented by driver, but was not. I had ordered a ticket/pass that had the correct information of: Pickup at Providence (downtown) and Dropoff at ****************** Her doing this caused a chain of events that could've been prevented. If she was late for her true departure time from downtown **********, it would've been even more important for her to really examine the ** code. I spoke to Operator Manager Steve at Peter Pan Way, that was able to verify that the ****** bus, was parked behind this ******** bus.

  Business Response

  Date: 07/13/2023

  Thank you for reaching out. 

  Our team has issued a refund for the situation of your ticket in the amount of $31.00

  We apologize for the inconvenience that occured!

  Customer Answer

  Date: 07/13/2023

  Complaint: **********
  
  I am rejecting this response because:

  The refund amount of $31.00, does not make me whole. I have provided proof in screenshots from the Lyfts that had to be taken that day, because of what Peter Pan's driver did, within operating schedule, of the Peter Pan that was to be taken. The QR code scanning issue again, was the conduct of the Peter Pan driver, which was clearly not my fault, exacerbated by the driver being late to her driver schedule for a completely different route. The QR code scanned as though her bus was indeed the 7:15am bus, headed to ******************, gave causality to the expenses that subsequently occurred. There were fares from the exact pickup and dropoff points that they had to be taken (downtown ********** to Peter Pan Terminal off Peter Pan Way and then from that location to ******************, ******, **) These Lyft trips followed the route of the 7:15am Peter Pan bus, that I took in order to avoid losing my job, or anything else that may have been detrimental to where I was supposed to be work related. 

  As a state of affairs, we are living in inflationary times, so I needed the money that I spent, from my bank account, to remain in my account balance for other future expenses. Those Lyft expenses were spent trying to get to work on July 9th, because their bus driver showed incompetence in several ways on that day. Given that the actual bus had taken off within that timeframe, and being expected at my job, I mitigated my damages with Lyft option was the only way to get to work to get to work on time. Had that bus driver not scanned my QR code and said it worked, I wouldn't have boarded her bus, there would have been no reason to, because NY was not my destination. That action was what caused me to miss my actual one, and there's no way for Peter Pan to skirt responsibility for that, in fairness to all parties involved. Similar to a connecting flight, what she did, threw off all feasible ways of getting to the airport within the timeframe. 

  If Peter Pan is not willing to refund in check, for the two Lyft trips and their corresponding fares (the waybills can be provided), I am a reasonable person and would be willing to take compensatory bus ride passes that are equivalent to the funds that the 2 Lyft rides total. One ride was $11.73 and the other was $62.91. That total of the two fares is: $74.64, and I would be willing to have Peter Pan bus passes that come to that amount. Their bus passes that I have paid for are usually $30.00 or $31.00, so that is something that I would be willing to accept as a resolution to this complaint. The $31.00 refund does not make me financially whole, and that is clear from the evidence presented in the uploads in the filing, that had to be spent, to reconcile getting to final destination (******************.)

  Sincerely,
  

  
  Laju Ogedengbe

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 18th I paid $16 for a ticket from ******* Center to *********** at 1:40pm. I arrived 10 minutes early at the address on the ticket, *********************************************, which had a seating area out front with a Peter Pan Bus sign. Around 1:45pm I see a Peter Pan bus coming the wrong way and it makes a stop on the other side of the street. At first I thought it was a different bus, but then I decided to grab my belongings and run over to it. As I'm crossing the street the bus takes off, couldn't have been stopped for more than a minute. I continued to wait another 30 minutes in the cold in case the bus came back but it never did. I was left stranded on my way home for the holidays and would have missed my connecting train if my neighbor didn't step in to give me a ride. It seems like people have filed complaints about this exact same route and clearly the issue hasn't been fixed. The pickup location on the ticket is WRONG, the bus doesn't come to the stop at *********************************************, it stops down the road on the other side of the street. I filed a complaint to customer service. They dismissed my claim and confirmed my story with GPS records but reiterated the incorrect pickup address. My order number was #*******.

  Business Response

  Date: 01/03/2023

  Due to the nature of the area surrounding ******* & our ******* bus stop, depending on the direction of the trip the bus will stop on opposite sides of the road. Both sides of the road have Peter Pan Bus signs available. The departure address indicated is of *********************************************. For buses departing ******* - they pickup at the **** bus stop which is across the street from the location the passenger was waiting at. 

  Passenger contacted Peter Pan on December 18th & denied a refund as the bus departed on-time from our indicated location on our website of ************************ at 1:45pm

  Our website clearly lists the departure information for the trips as shown below: ********************************************************************************

   

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18612520
  
  I am rejecting this response because: The statement made by Peter Pan is directly contradicted by the website link provided in their response. I've attached a screenshot of that webpage. Per the website, "Our pick-up at ******* Center, for all departures, is at the **** bus stop at *********************************************." This was the stop I was located at, and the bus never came here. Instead the bus only dropped off passengers across the street, which the website says is only for arriving passengers. As my ticket shows, I was departing ******* and thus waiting on the ********************************************* side.

  I've also attached a map of the area to clarify. The website claims that the stop for arrivals is "at the Town Common **** bus stop sign directly across the street", which we can see on the map as the east side of the road, across the street from the address on my ticket. Again, the bus only came to this "arrival" stop but never came to the west side (79 *********************) where I was waiting and was indicated on my ticket for departure.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/10/2023

  Screenshot of ticket shared by passenger does clearly display *********************************************** this time - we can not issue a refund of the ticket but can offer the passenger the amount of the purchase into a Peter Pan Perks account for future use. This credit will be valid for one year from the date applied. Please note that this travel credit will not apply to any additional fees. 
  
  
  Please go to our website, ******************************************************* "Create an Account and you will be enrolled in our rewards program. Please confirm to us that you have created an account, and we will issue your credit for you.
  
  
  If you already have an account, please send the email address associated with your Perks account.

  Customer Answer

  Date: 01/15/2023

   
  Better Business Bureau:
  
  The email associated with my perks account is *********************

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For my order *******, when I got to the bus the driver tried to scan my ticket but it flashed red and they said it was used. I was unable to get on. And I had to stay in DC. Due to this I could not take either trip. There was no explanation or anything. Please refund me for this. Im very unhappy.

  Business Response

  Date: 01/03/2023

  ******* reached out to Peter Pan Customer Care regarding the situation on December 8th. 

   

  ******* was offered credit - he accepted and the credit was applied on Saturday Dec 10th.

   

  This situation is resolved!

   

   

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 8, 2022 I purchased a ticket to travel from ******* Center to ***********, ** departing at 1:40pm. I arrived at the bus pickup station at 1:20, and stayed until 2:05pm until I needed to call a taxi to make sure I did not miss my train at the *************************. The bus driver did not show up, and this marks the second time that the bus company simply decided to not show up after they failed to pick me up on Feb 6 2022 at ****** ******************, traveling to ****** ************* and onward to *******. At the station in Springfield, I informed the manager that the bus driver did not arrive at the time promised, even after waiting 25 minutes. I was shocked that I was met with extreme unprofessional and rude behavior, especially because he was extremely kind to the White person ahead of me and I am a person of color. The manager at the station insisted that I was incorrect, and insinuated that I was a liar, exclaiming You mustve been at the wrong stop; agree to disagree and are you calling me a liar? (Yes, the man lied, I was at the pick up spot like I had been several times in the past and the bus never arrived). I even told him that I almost missed my train as I needed to travel for a funeral, and the man replied in a sarcastic manner suuuure. The man refused to give me a refund and every time I call the customer service line there is an automatic prompt and there is no option to talk to a service and request a refund. I am simply requesting the 12$ that I paid back for the service I was never provided.

  Business Response

  Date: 08/24/2022

  GPS shows the bus did make a stop.

   

  We are issuing a refund as a courtesy of $12. 

• Initial Complaint

  Date:07/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought ticket from ****** ,** to ********** was charged but when got to ****** there was no ticket I had to buy new one

  Business Response

  Date: 07/19/2022

  Passenger claims she did not receive ticket - screenshots submitted to BBB prove that she did in fact receive the valid ticket she purchased on July 14th.

  Screenshots submitted show valid ticket & button to retrieve boarding pass.

  Peter Pan team offered passenger CREDIT for the originally purchased ticket she did not use minus fees - this is a courtesy as she did agree to the non-refundable ticket. 

   

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17588394
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Viera  When I bought ticket online on the 14th of July to go from ******, **** to ********** it gave me a confirmation number when I got to ****** bus terminal and tried to board bus was told I was not on list ,I showed them the confirmation number they told me to speak to Peter pan ticket booth ,I went over she looked it up and said they charged you but they never gave you ticket so I had to buy new ticket to get to ********** I got home Saturday the 16th and on Sunday the 17th  pass ticket opened I did not cause this mistake I would like to get my money refunded back to my credit card ,I will no longer travel with Peter Pan If I get a credit issued it will be not used .

  Customer Answer

  Date: 07/27/2022

  
  Complaint: 17588394
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Viera  When I bought ticket online on the 14th of July to go from ******, **** to ********** it gave me a confirmation number when I got to ****** bus terminal and tried to board bus was told I was not on list ,I showed them the confirmation number they told me to speak to Peter pan ticket booth ,I went over she looked it up and said they charged you but they never gave you ticket so I had to buy new ticket to get to ********** I got home Saturday the 16th and on Sunday the 17th  pass ticket opened I did not cause this mistake I would like to get my money refunded back to my credit card ,I will no longer travel with Peter Pan If I get a credit issued it will be not used .

  Business Response

  Date: 07/29/2022

  The situation was never fully expressed by the passenger - we are refunding the cost of the original ticket. The original support request filed did not provide enough details to validify a refund. 

   

  The $40 will be refunded back to the card - thank you! 

  Customer Answer

  Date: 07/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a round trip bus ticket for our son. He had Covid and was supposed to leave today (June 10), so we attempted to use the Peter Pan app, as instructed, to change the outgoing ticket to this coming Sunday, June 12. This way he would be outside his ten day isolation period. The app did not work after multiple attempts on June 9 (our credit card shows multiple $10 changes fees even though the app kept saying there was a problem with changing the ticket). We placed multiple phone calls to the call center and could not get through. We left a message. Peter Pan was clear initially that ticket changes would incur a penalty and we had to make the change before the beginning of the trip. We were happy to pay the penalty. Seeing how we could not make the change using their systems, we had to buy a new ticket for Sunday, June 12th. I would like to ask them for reimbursement of $33 for the new one-way ticket and three pending $10 change fee charges for the ticket that could not be changed for a total of $63. I am attaching correspondence that I had with them over the last couple days, which was in addition to calls and attempts to use the app. Best, ******** **********

  Business Response

  Date: 06/10/2022

  Our team was contacted on June 9th at 5:09pm via support request in regards to adjusting the ticket. 
  
  Our team responded back at 5:13pm with the instructions on how to change the ticket via the app & also the hours our call center would be open the next day (10am-1pm). A reply was received at 7:40pm when our call center was no longer open (those hours are always posted on our website peterpanbus.com). 

  Passengers original order was for 11am - our team was able to get back in touch with passenger at 8:00am (prior to scheduled departure time) after they had already stated they purchased a second ticket & reached out to us for compensation. At this point we had addressed the open hours of the customer service center & a team member was planning to contact first thing this morning to help them change the ticket. Passenger was unable to get through via phone because the call center was not open to calls, which was expressed to them. Upon opening the following morning (June 10), we did communicate with the passenger that all tickets are non-refundable (which they agreed to when purchasing the second ticket) and that we would be unable to issue any refund. 

  Records show the failed payment (that ended in the pending charges) was due to an error in information entered & the card could not be processed. The charges will fall off within 24-48 hours & are not valid charges. We did not process these charges & they have been returned.

  As all tickets are agreed upon as non-refundable, we are more than happy to offer the passenger credit for the secondary purchase of  ******* amounting in $33 however are unable to issue any refund (we have followed up with this via support request)

  Passenger should be aware return trip from original booking on 6/15 is still valid & if they need assistance our team is happy to help them rebook or adjust the trip! 

   

  Business Response

  Date: 06/13/2022

  The app not working seems to be an issue on the passenger end, unfortunately we do not have other reports of issues. We did share instructions at 5:13pm on June 9th - our info center agent was on duty till 5:30pm and no response was received till 7:40pm. This was after we had an agent in our information center to assist. We do not operate 24/7. Phone hours were made clear, had passenger expressed on June 9th they did attempt to reissue their ticket via app & had issues, our team would have contacted them via phone ASAP. 

  We are unable to issue an refund as the ticket was agreed to as non-refundable at the point of purchase for each trip.  Again we are happy to issue full credit as expressed to the passenger. 

  Customer Answer

  Date: 06/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Their call center was not taking calls all day on June 9 during their work hours despite my multiple attempts. They should check their messages. I also reject that it was my error with the app. I use apps for airlines, hotels, entertainment tickets and do not have issues. My credit card shows multiple attempts to effect a change with $10 charges. It should not require this much work to make a change (I also work for a living and cannot drop everything to be at their disposal - I am the customer). I have no confidence that they would have phoned me back the next morning. They also were not reading my electronic messages carefully and sent what appeared to be automatic responses to my concerns rather than reading my concerns carefully. This ranks up there as one of the worst customer service experiences I have ever had and that is saying a lot. 
  

  
  Sincerely,
  
  ******** **********