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GotoBus Reviews (364)

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Yes this is correct
Regards,
[redacted]

1) The business (Take Tours or NGH Tours)  is outright lying, they never called on numbers given by us to them. Can they tell us what number they called on? I will get you a list from our phone company to prove you never called on any number.2) We did not want to pay the daily service fee in advance. We wanted to pay it each day as we did not know if we want to continue with these people.They forced us to pay $72 whereas or they will not let us continue on tour. One lady to little daughter we were.3) They forced us to take three tours. They must 100% refund our money or politely apologies. Else, we do not want to close this case. I would like the world to see our experience with them.
Regards,
[redacted]

[redacted],Thank you for getting back to us,Please accept our apology for what you have experienced with NY[redacted] Company. And apology for you have not yet receiving a satisfied solution on this case. As you might already knew by now, GotoBus is not a bus operator, instead we are...

a third party much like [redacted], in that we list services online and allow you to choose which service to take. All bus status and services are updated and controlled by the bus company, not us. Our major role in this market is to make sure the system and online pages are functioning for the customers, and for the services providers. For your case, we were never notified by the NY[redacted] company regarding any schedule adjustment for your trip, in fact, like I mentioned above, service providers control the status of the buses (imagine we are just an online ticket agents, we do not provide buses thus, how would we have the status?). And we do give bus providers the function to change status on the page, and sending alerts (usually they make phone calls too). Please understand, we are liable to the cases that are related to our functions on our technical matters, but as "Terms&Condition" addressed, we are NOT liable for the services related to the bus company.Per record, our colleague is asking you to provide the last 4 digits of the credit card in order to refund your the ticket amount, we strongly suggest you to discuss further with NY[redacted] company to cover the spends on the accommodation.Should you have any further question, please contact us.Best Regards,Gotobus.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 
Regards,
[redacted]

Dear [redacted],GotoBus is not a bus operator, instead we are a third party much like [redacted], in that we list services online and allow you to choose which service to take. Your booking was made with [redacted] Bus, as stated on your E-ticket (contact info, address also listed). We have forwarded your request to [redacted] Bus company for your Lost item.According the first reply we received, they were not able to locate your lost item on the bus based on the Eticket, we have recorded your request in the system, once any update received from [redacted] Bus, we will contact you. Thank you for taking the time to send us your feedback and have a wonderful day. Should you have any further questions, please feel free to contact us via email- [redacted]. Best Regards,Gotobus.com

Dear [redacted],Thank you for your reply,We have investigated the statues of the bus service on 2016-05-18 Wed Schedule ID: [redacted], The bus was on schedule, bus operator has successfully checked-in 6 groups of customers (check attachment).On the report, we do not find any complaint regarding the bus cancellation or no show for this service. Based on the record we are not able to issue the refund.Should you have any further question, please feel free to contact us.Best Regards,Gotobus.com

. We will investigate with the Bus Operator, [redacted] Express, To clarify, GotoBus is not a bus operator, instead we are a third party much like Expedia, in that we list services online and allow you to choose which service to take.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; line-height: 13.0px; font: 14.0px Verdana; color: #000000; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} Thank you for answering my question. It's not my fault that you canceled the ticket because of the storm. The day you canceled the ticket, I had to travel and use my own transportation to get to my destination and I had extra expenses. Thank you for giving me the opportunity to leave my ticket available for a year but I will not use your transportation service during these next years because I do not plan to travel outside of the city during that time. I insist on the refund of $ 140.00Regards,
[redacted]

Dear [redacted],Thank you for your reply,The service provide agreed with refunding the un-used tickets for the return trip. Please contact our [email protected] to provide your last 4 digits required for refund process.Should you have any further question, please feel free to contact us. Best regards,Gotobus.com

Dear [redacted]Thank you for using Gotobus.com,We are sorry for the inconvenience, due to Memorial Holiday we have been short in our staff please understand. As per system record, we noticed that you had used the ticket on May 30th. Please let us know whether you still have any further...

question, or need any assistance. FYI.You can reschedule your ticket only via your account by yourself.Best Regards,Gotobus.com

Dear Sir/Madam,Thank you for contacting GotoBus. We really appreciate your feedback and we sincerely apologize for any displeasure you may have encountered. To clarify, GotoBus is not a bus operator, instead we are a third party much like [redacted], in that we list services online and allow you to...

choose which service to take. Your initial travel was booked with [redacted]. We are really sorry could not have you on the service that [redacted] provided due to the accident. However, according to bus company's policy once passenger missed the bus that listed on their e-ticket, or did not reschedule the ticket before the departure time we are not allow to refund nor to reissue the ticket.Above policy was clearly mentioned in "TERMS&CONDITION" before customer completed their orders. And Customers are responsible to read and agreed with the policy before check out.Since customer have to purchase another ticket from **!Bus company, they would have to pay for those tickets again, and it is up to their will to pay or not. Please understand, and if you have any further question please contact us in anytime. Gotobus.com[redacted]

Dear Customer,Our bus prices are not fixed and they tend to change, depending on the demand,  that's why you saw one price one moment and other when you did the purchase.

Dear Sir/Madam,Thank you for bringing your concerns to our attention. I'd like to apologize for your recent disappointment with the bus operator's service due to the delay you experienced on your trip. Similarly to the airline industry, the bus carriers are unable to guarantee arrival and departure...

times. Carriers try to maintain on-time departures and arrivals as best they can, unfortunately due to various circumstances (e.g. traffic, severe weather, road closures, mechanical issues etc.) buses can experience delays. I'm very sorry for any inconvenience that the delay may have caused you. Generally we do not issue refund for this case as we stated on the "Terms & Conditions" which customer had agreement with.However, since the delay was severe as our sincerely apology, we will issue the refund. Please provide us with your last 4 digits of credit card numbers you used on the booking in order let us process the refund.We try to provide you with the best possible service, and when you feel that it fails to meet your expectations. We truly appreciate your feedback, and we'll help our bus operators improve their service each and every day. Should you have any further questions, please feel free to contact us via e-mail at [email protected] regards,Customer Service TeamGotoBus.comE-mail: [email protected]://www.gotobus.com Connect with GotoBus: [[redacted]:] [[redacted]:]

Dear [redacted],We are sorry to hear about what happened with your E-tickets,Based on your information, we have located that your ticket was for 02-21-2017, with [redacted] Bus company. their policy as following:Tickets are non-refundable and date/time specific, unused ticket will be...

invalid. No rescheduling within 3 hours of departure time. If your ticket was for 8:30pm, your were trying to reschedule the ticket around 6pm, you were not able to do it accordingly to the policy. However, as one time exception we can transfer your tickets into credit tickets, so you can use it for return or feature trips. Please feel free to contact our [redacted] for this option. Should you have any further inquiry, please feel free to contact us. Best Regards.Gotobus.com

To Whom It May Concern,Thank you for contacting GotoBus. We really appreciate your feedback and we sincerely apologize for any displeasure you may have encountered. To clarify, GotoBus is not a bus operator, instead we are a third party, in that we list services online and allow you to choose which...

service to take. Your travel was booked with [redacted]. Customer satisfaction is incredibly important to us and we will respect your decision to voice your displeasure. We are very sorry that [redacted] didn't meet your travel needs. On our end, we've processed the $70 through [redacted]. Here is the unique transaction ID [redacted].Thank you for taking the time to send us your feedback and have a wonderful day. Should you have any further questions, please feel free to contact us via email.Best regards,GotoBus.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted].An issue for the requested amount have been issued.  I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[There was absolutely NO courtesy discount! I emptied my pocket and gave them everything I had which was $50. When a gentlemen tried to give the additional $20 she refused to take it so that she can charge my previously purchased ticket and call it a discount. So it was not at all in my favor that she did not take the additional $20. To be able to say that it was not a full payment. I have two police officers as witness to her saying this so that I would not be able to dispute my old ticket. This is not going to fly! For What reason should GoToBus keep my money? I AM VERY UPSET and the fact that you keep going around the real issue here is only making me more upset. #1) You are ignoring the fact that my ticket only expired because of your company's inability to service me properly. #2) The [redacted] bus may have been in their rights to force me to pay again for a ticket on the spot, but GoToBus is in NO right to keep my money when they are the only reason my ticket expired in the first place. Please note that my complaint is not against [redacted], it is against GoToBus. You said it yourself that the busyness of the holiday weekend caused a problem in your costumer service volume and so I would like my money back from GoToBus.] Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[You are making the mockery of my concern by offering to refund $24 which she nabbed...

by threatening me. I deserve to get the refund as described. Your tour vendors and guides have proven to be unethical and their license should be ceased to exist. If you have read other asian customer feedback and concerns, they exactly match with my concerns. How many more proofs you want to justify? Its very disappointing to see such a unconcerned response from you. Your tour guide had ruined my 3 days of the trip and  I should get the refund of those three days along with compensation of  other lapses by your tour company. If I was in US, I would have reached other authorities to seek claim and take the matter more seriously. But I am confident that for now I have chosen Revdex.com who is the supreme authority to handle such issues.]
Regards,
[redacted]

Dear [redacted],Thank you for your feedback to Gotobus.com,We apologize for any confusion caused inconvenience, people have different interpretation on the terms "Parking Zone" and "Pick up Zone", and yet, the Parking Zone is actually next to the Pick Up Zone. Therefore, we specifically mentioned...

it is located (Across street of North Quincy High School) since [redacted] at N. Quincy has 2 Parking lots near by.We are sorry that you did not use [redacted] company's services, however, the seat were reserved for you on 2016-02-27,unfortunately we do not issue refunds for expired ticket which is mentioned on the "terms&conditions" agreement. Also we have 24/7 phone line you could contact us anytime to verify the locations over the phone, and since you have contact us 24 hours more than the departure time, we are not able to make changes on your booking. Please understand.Should you have any further questions, please feel free to contact us.Best Regards,Gotobus.com

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Address: 2285 Mass Avenue, Suite 204, Cambridge, Massachusetts, United States, 02140-1261

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