Peter Pan Bus Lines, Inc.

Forty minutes into travel from Worcester to Boston, bus was rerouted back to Worcester to pick up one passenger before heading back into Boston.On October 20, 2014 I purchased a ticket for travel from Worcester, MA to Boston, MA. Forty minutes into travel, the bus was rerouted back to Worcester to pick up a lone passenger on the Worcester 146 Park and Ride lot. The bus was approximately near Framingham at that time. The bus driver said he received his orders from dispatch and he was unable to do anything about it. The bus was full of passengers at that time. This oversight and following action was a gross abuse passengers. The bus company should have made special transportation for the one passenger instead of rerouting travel back. When I called [redacted] Pan, they told me to fill out an on-line application. When I asked for a supervisor, I was put on hold for 20 minutes. Furthermore, none of the passengers, including myself were refunded our tickets.Desired SettlementRefund of ticket.Business Response Dear Revdex.com, Thank you for allowing us the opportunity to respond to this case and the concerns of Ms. [redacted]. Upon our review of this incident, this particular schedule includes a stop at a commuter lot in the Worcester area en route to Boston. We can confirm that after passing the commuter lot, the bus returned to the commuter lot stop to accommodate a passenger. We see the bus arrived into Boston 35 minutes behind schedule as a result.The Worcester commuter lot stop has very infrequent service and given there were no further schedules from this location to Boston, after weighing options, it was decided to turn the bus around. We understand customers make plans based on our schedules and it is never our intention to inconvenience a passenger, however in this situation we were faced with making a tough decision on how to best accommodate our passengers, even though we did so knowing our decision could not be satisfactory to all. While we cannot agree that the decision to assist a passenger (which we would have done for any other of the passengers on that bus had they been in the same position) which resulted in a 35 minute delay can be considered as gross abuse towards passengers, we can acknowledge and appreciate Ms. [redacted]'s concerns and the disruptions caused to her intended travel plans. While a delay of 35 minutes does not constitute a refund, we do offer Ms. [redacted] a voucher valued at $30.00, which can be used to redeem a complimentary round-trip ticket on this route (or to apply towards another route we service). We are confident Ms. [redacted] would be pleased with the service provided, given that the situation experience don October 20 was quite rare. Again, we appreciate the opportunity to respond to this case and we hope to be able to better provide Ms. [redacted]'s travel needs in the future.Sincerely,[redacted]Peter Pan Bus Lines

Bought tickets online and the tickets I received were not the ones I purchased. Tried to exchange but was treated rudely and given new help.On August 23rd I bought two round trip tickets from Boston to New York. One leaving on the 28th at 10am and returning on the 30th leaving at 1pm, both direct with no stops. The tickets I received were one leaving on the 28th at 9:30, at one leaving on the 30th at 12:45pm. The first ticket I do not have an issue with as it is a direct line, however the return trip of the 30th is now an 8 hour ride with a stop in New Haven CT. I was pretty upset by this as was my girlfriend taking the trip with me, but because it was after customer service closed that night we had to wait until today to call. Today (august 24th) I called customer support to attempt to fix this issue. I explained the issue to the woman who answered and told her all I wanted to do was fix the return trip to the one I had initially purchased. She told me that I was wrong and had purchased the wrong one and my only options were to buy a new ticket and request a refund (that wouldn't be processed for at least a week or two) or to pay an extra $20 per ticket and exchange them for the proper ones (The ones I had originally attempted to purchase). Neither of which she could actually directly help me with. After trying to wrap my head around my extremely limited options I asked to speak with a supervisor, hoping he would be a little more help. Unfortunately, instead of help, I got snark, arrogance, and just straight treated rudely. I was told that there was no chance an issue was had on their end and the entire thing was my own fault. I was told that CLEARLY I had done something wrong and that I simply could take the ride I had received tickets for or just buy another ticket and put in a request. But since it was an online ticket, there really wasn't any chance of me actually getting a refund. It was a 'case by case situation, and in your case you just made a mistake'. Rude, so incredibly rude. I sincerely hope this is not the same attitude shared by everyone at this company. As a rider that takes this trip fairly often, I believe I know how to use a website, double check my times, and make sure I have purchased the correct tickets, and to be treated so rudely makes me wonder why I would even buy another ticket with this company again. But since I was still hoping there was someone in the refund department that might show a little faith in their customers, I went ahead and put in a refund request through the peter pan website. I also then went onto their website and purchased the return trip that I had initially attempted to get, crossed my fingers, and hoped that everything was properly processed this time. I was charged an additional $76 to finally get the proper tickets home.Initial order confirmation [redacted] (those are the tickets that were not correct.)2 tickets, $63 each with an $8 facility fee (not explained...) totaling $134 charged. This I am ok with. As shown, first trip that was supposed to be 8/28/15 at 10am processed as 8/28/15 at 9:30am. This ticket is acceptable as it is close enough to original request and travel time is 4 hours. Ok with this.Second trip is the real issue here. Supposed to be 8/30/15 leaving New York at 1pm arriving at 5:20pm in Boston. Ticket received is leaving at 12:45pm and arriving at 8:10pm. Unacceptable to me. The solution I was told by customer support was to buy a new ticket and hope for a refund. Which I did. Confirmation XXXXXXXX. This is the original bus I had tried to get on in the first place. I was charged $76 for these tickets which should've been included in the first purchase I made, so I am seeking a refund for that $76.Desired SettlementMy main hope of this complaint is to be refunded the $76 I was forced to spend in order to get seats on the bus I had originally purchased. I feel this is a fair request due to the fact that both of the times I had originally purchased were processed incorrectly and I am only looking to correct the first trip. I feel this is also a fair request due to how inconsiderately rude and condescending your customer support supervisor was to me while I was trying to explain the situation and what had happened. I feel it was unacceptable and I hope to never have to deal with the customer support department for you company again.Business Response Dear Revdex.com, We have made the decision to refund the cost of the second ticket the customer had purchase. A refund in the amount of $76.00 will be issued back to the card used to make the purchase. We have reached out to the customer to let them know and they are happy with this resolution. Thank you, [redacted]Peter Pan Bus LinesConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I accept the resolution the company has offered. Will be happy once refund has been received.

Poor service from Boston, MA to Providence, RII traveled from Boston, MA to Newport, RI on June and returned on June On the 4:bus on the 26th, the bus initially left lateHowever, that was not the main issueThere was a couple on the bus that got into an argumentState Police were called and came on the bus to settle the issueWe pulled over on the highway then again at a nearby rest stop for State PoliceWhile I realize this is no fault of the driver, it was an extremely frustrating and time consuming problemWith the bus leaving late and then the police involvement, the trip took hoursOn the return trip to Boston on the 29, there was a man in a wheelchair that needed assistance getting on the busWhile I appreciate the accommodation for the handicapped, the process of bringing the wheelchair on the bus took a half hourAs the driver did not allow people to board until minutes to scheduled departure, and the amount of time it took to load the wheelchair, we left minutes lateThis is not the person in the wheelchairs faultThey were at the stop over a half hour in advance and the driver should have begun assisting prior to minutes before departureAs both trips were very frustrating, time consuming and not at expectations, I am requesting a full refund.I contacted Peter Pan prior to Revdex.com and was told the company was allowed a "grace period" for late service and also that the individual in the wheelchair had not submitted proper ADA paper workI lastly requested to review the company's policy related to the "grace period" and the policy on how the company makes customer satisfaction the #priorityI have noted that the company website states "At Peter Pan we are customer-drivenYour safety and satisfaction are our #priority." I emailed this request on July with no responseI followed up again on July and still have no response.Desired SettlementI would like a full refund.Business Response Dear Revdex.com,Thank you for the opportunity to respond to the concerns of our customer who traveled with us recently between Boston and Newport, RIWe are sorry to learn of the circumstances surrounding the trip and any disruptions to our customer's travel plansWe see our customer contacted our offices following the trip where our team provided two responsesWe can sense that our customer was not pleased with our response, as they made two follow up messages to us on the dates the customer mentioned, however we did not provide a further responseWhile our team has already made efforts to explain the circumstances, it is important to note that we feel our driver took the appropriate steps to address the issue between two customers on the going trip to Newport, and on the return trip the driver made every effort to assist passengers and maintain the bus scheduleOur customer has requested a refund for their round-trip travels, and we see in our responses to the customer we have declined refunds based on the fact that the delays were not a result of an oversight or lack of attention on our behalf, but of circumstanceHowever, in the spirit of the Revdex.com and in demonstrating fairness to our customer as a valued passenger, we would like to extend a complimentary ticket, good for travel anytime within one year, between Boston and NewportWe thank you again for the opportunity to respond to this case.Sincerely,[redacted] & [redacted]Peter Pan Bus LinesConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I accept the response because I do not feel as if this is gong anywhereI urge you to review you policiesIf you claim that customer satisfaction is your #priority, you should take steps to ensure thisOtherwise, your mission statement and motto should be revised as your actions do not live up to your words.How do I redeem the complimentary ticket?

Purchased a ticket for a trip. The bus was 1.5hrs late so I couldn't take it. Peter Pan claims customer satisfaction yet refuses to issue a refund.I have requested a full refund for an e-ticket purchased back on 5-7-2015. The race was #1940 on 5-22-15, leaving at 6:15pm from Hartford, CT to Boston, MA. Upon arriving at the gate of the Greyhound station and waiting in line for 15 min after the departure time I went to the customer service desk and was told that the bus was at least an hour late. I then asked to get a specific time of when the bus would arrive and was told to check with the dispatcher in another location of the building. I was informed by the dispatcher that there are 8 buses (one of them being the 1940 bus) that are running at least an hour late. Shortly after I called Peter Pan customer service and requested a refund. I was told that there is no guarantee of refund until the exact length of time the bus was late was known. I was also instructed to file a refund request with Peter Pan online, which I did. Originally I had arranged for my family members (who live outside of Boston) to pick me up at the Boston South Station at 8:15pm for a planned religious event. I had to cancel my attendance due to the lateness of the bus and had to have someone drive me back home to East Hartford. I have received email responses from 3 different customer service reps telling me the same thing of how a refund was not possible and that I would be mailed out a Peter Pan voucher for a future trip. I asked them to please refund my money as I have no need for their voucher (I'm not planning on using their horrible service ever again), in response to which I received the same types of responses. Clearly this company is NOT customer oriented, painfully to the contrary, it's monopoly and profit oriented. I learned that other customers have had the same types of dealings with this company and filed complaints, in response to which the only offered resolution was the voucher. The company claims to provide best service possible yet takes absolutely NO responsibility in its failure to provide it. With all due respect, this is not customer service. One would think that if the company was truly customer oriented, monetary refunds would be an option.Desired SettlementAgain, I'm requesting a full refund. I have wasted my personal time (which I'm not being compensated for) and I did NOT receive the promised service, I do not think a refund is too much to ask.Business Response Dear Revdex.com, Thank you for allowing us the opportunity to respond to the concerns of our customer. Prior to the customer contacting your offices they had reached out to us where we had multiple correspondences that unfortunately did not satisfy the customer. Truth be told, the customer booked a ticket for a 6:15pm service from Hartford to Boston on May 22, 2015. Due to heavy traffic with the holiday weekend, we acknowledge the coach departed Hartford more than one (1) hour behind schedule. The customer indicated they were attending an event in Boston which they would not be able to attend due to the lateness of the bus schedule where a refund for the ticket was then requested. While the ticket was non-refundable, and seeing that travel companies simply cannot be held liable for delays due to traffic (which obviously are beyond the control of us and the customer), we could understand the customer missed out on a special event and we agreed it would be only fair to provide the customer with a credit to use the ticket again in the future and not loose the ticket due to holiday traffic delays. We are disappointed our offer was not accepted, nor appreciated, by the customer, however, we do know from working with the Revdex.com, that both sides are encouraged to move from their position and meet in the middle to resolve the issue. While we do honestly feel we have been both responsive and fair to the customer in this case, we have arranged for a refund of the ticket in the spirit of the Revdex.com and good customer relations. The ticket was purchased through [redacted] who we have asked to refund the ticket on our behalf. The refund transaction details follow this response. In closing, we again thank the Revdex.com for the opportunity to respond to this case. Sincerely,[redacted]Peter Pan Bus LinesCREDITEDCredit Card Type [redacted]Card Number XXXXXXXXXXXX[redacted]Amount 24.00Order ID # XXXXXXXXOrder Description TRIPS XXXXXXTransaction Date 06/09/2015 16:53:12 EDTTransaction Reference Number TxRefNum XXXXXXXXD2BXXXXXECXXXXXXXFE9450BCEXXXXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was never informed of Peter Pan's request to [redacted] for a refund. Apparently Peter Pan doesn't feel the need to properly communicate its decisions with the customer. I received the voucher which was so adamantly "offered" to me as a resolution and sure enough, my last name is spelled wrong. If Peter Pan at all cares to know, my last name is NOT [redacted] I can already see with 100% certainty that this will be an issue should I ever choose to redeem this voucher (thankfully I don't intend to do so). So, even with the voucher, the issue would not have been fully resolved. Today I happen to check my credit card statement to find that the refund has come through; however, only a partial one. I guess I just don't understand what part of "FULL REFUND", as originally requested in my complaint, was unclear to Peter Pan's customer service representatives. So, NO! I am absolutely NOT satisfied with the resolution or the customer service I received thus far. I was shoved a voucher which I can't use due to an error on the part of Peter Pan, then I was given a partial refund even though I clearly requested my costs to be reimbursed in full. As far as I'm concerned, my original request for a full refund has NOT been satisfied as I am still out of pocket for failure on the part of the company. The whole experience has truly proven to be appalling.Final Business Response Dear Revdex.com, Thank you for sharing our customers response. We can confirm that the customer's last name was not spelled correctly on the voucher, much to our embarrassment and clear frustration to the customer - we will issue and send a corrected voucher to the customer. In regards to the refund, it appears the full ticket price of $24.00 was refunded and the value in question is the $1.50 service fee, which is not traditionally refunded. We will have a check for $1.50, combined with the voucher, mailed out from our offices to the customer by the end of this week.Thank you again, [redacted]Peter Pan Bus Lines

I ordered a ticket to bring me to the Logan airport, and the bus never showed up, leading to me missing my flight and paying for a new one.They refuse to give me my refund, although I explained the situation to them. I am furious because of them I had to pay so much money for a new flight, and I did not use that ticket for another bus time, yet they won't take that into consideration and refund my $25. They do not care about their customers whatsoever. Desired SettlementI want my refund, that is all I ask from the company, but apparently that is asking for too much.Business Response Dear Revdex.com and Ms. [redacted], Thank you for contacting us and for providing us the opportunity to respond to the concerns of Ms. [redacted] regarding her son's travels from Providence to Boston Logan Airport on November 23, 2014. We see from our records Ms. [redacted] had contacted our Customer Care Center in regards to her concerns shortly after the incident arose. We can confirm that Ms. [redacted]' son had a bus ticket for travel from the main Providence bus terminal (located at Bonanza Way) to Boston Logan Airport at 7:30am on Sunday, November 23, 2014. In Providence, RI we have two bus stops; one at Providence Downtown, Kennedy Plaza, and also the main Peter Pan bus terminal. The bus schedule has the bus departing Kennedy Plaza at 7:15am, then departing the main Providence bus terminal at 7:30am. While it is not known which stop the customer was waiting for the bus, we can confirm the bus made all the scheduled stops, at the correct scheduled times. We have included our GPS records confirming this:11/23/XXXX X:XX Washington St (Kennedy Plaza) Providence, RI - Arrival11/23/XXXX X:XX Washington St (Kennedy Plaza) Providence, RI - Departure11/23/XXXX X:XX Ramp for Exit 25a Providence, RI - Arrival11/23/XXXX X:XX Bonanza Way Providence, RI - Departure11/23/XXXX X:XX Logan Int'L Airport Boston, MA - ArrivalFrom the record it can be clearly seen that the bus arrived at Kennedy Plaza at 7:06am, and departed at 7:15am (on time). The bus then took exit 25A to the bus terminal in Providence at 7:19am and then departed Bonanza Way, on time, at 7:33am. The bus arrived at Logan Airport at 8:31am. While we are not sure which bus stop the passenger was at, we fully believe they were at the stop, and as such we cannot account for how the passenger was not able to be accommodated on their intended schedule. Of course, in situations like this, the point of sharing the GPS information is not to prove we are right and the customer is wrong, or vice-verse; the information is shared to simply demonstrate that our coach ran as scheduled, since this information is the basis of this case. Upon learning the customer had not traveled on their intended schedule and faced missing their flight, we arranged for the customer to travel on the next available service to the airport. We understand the passenger did not make their flight and incurred a cost of $50.00 to change their flight ticket. In a gesture of good-will, we offered Mr. [redacted] a complimentary ticket for her son for a trip "on us" anytime in the coming year; a gesture which was declined by Ms. [redacted]. In closing, we are empathetic that the customer had to change their flight plans (an often costly and stressful situation), however given the fact our coach ran as scheduled, given we made sure to accommodate the customer on the next schedule and extended the courtesy of a complimentary ticket, we feel our efforts were fair and we re-iterate our offer for the complimentary ticket to Ms. [redacted]. Thank you again,Mike [redacted]Manager, Customer CarePeter Pan Bus Lines

Poor service from Boston, MA to Providence, RII traveled from Boston, MA to Newport, RI on June and returned on June On the 4:bus on the 26th, the bus initially left lateHowever, that was not the main issueThere was a couple on the bus that got into an argumentState Police were called and came on the bus to settle the issueWe pulled over on the highway then again at a nearby rest stop for State PoliceWhile I realize this is no fault of the driver, it was an extremely frustrating and time consuming problemWith the bus leaving late and then the police involvement, the trip took hoursOn the return trip to Boston on the 29, there was a man in a wheelchair that needed assistance getting on the busWhile I appreciate the accommodation for the handicapped, the process of bringing the wheelchair on the bus took a half hourAs the driver did not allow people to board until minutes to scheduled departure, and the amount of time it took to load the wheelchair, we left minutes lateThis is not the person in the wheelchairs faultThey were at the stop over a half hour in advance and the driver should have begun assisting prior to minutes before departureAs both trips were very frustrating, time consuming and not at expectations, I am requesting a full refund.I contacted Peter Pan prior to Revdex.com and was told the company was allowed a "grace period" for late service and also that the individual in the wheelchair had not submitted proper ADA paper workI lastly requested to review the company's policy related to the "grace period" and the policy on how the company makes customer satisfaction the #priorityI have noted that the company website states "At Peter Pan we are customer-drivenYour safety and satisfaction are our #priority." I emailed this request on July with no responseI followed up again on July and still have no response.Desired SettlementI would like a full refund.Business Response Dear Revdex.com,Thank you for the opportunity to respond to the concerns of our customer who traveled with us recently between Boston and Newport, RIWe are sorry to learn of the circumstances surrounding the trip and any disruptions to our customer's travel plansWe see our customer contacted our offices following the trip where our team provided two responsesWe can sense that our customer was not pleased with our response, as they made two follow up messages to us on the dates the customer mentioned, however we did not provide a further responseWhile our team has already made efforts to explain the circumstances, it is important to note that we feel our driver took the appropriate steps to address the issue between two customers on the going trip to Newport, and on the return trip the driver made every effort to assist passengers and maintain the bus scheduleOur customer has requested a refund for their round-trip travels, and we see in our responses to the customer we have declined refunds based on the fact that the delays were not a result of an oversight or lack of attention on our behalf, but of circumstanceHowever, in the spirit of the Revdex.com and in demonstrating fairness to our customer as a valued passenger, we would like to extend a complimentary ticket, good for travel anytime within one year, between Boston and NewportWe thank you again for the opportunity to respond to this case.Sincerely,[redacted] & [redacted]Peter Pan Bus LinesConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I accept the response because I do not feel as if this is gong anywhereI urge you to review you policiesIf you claim that customer satisfaction is your #priority, you should take steps to ensure thisOtherwise, your mission statement and motto should be revised as your actions do not live up to your words.How do I redeem the complimentary ticket?

Peter Pan bus is involved in misleading and unfair pricing practices. On July 1, 2015 I purchased a ticket online and clicked the "round trip" button to do so. My outbound trip from NY to Silver Spring, MD on July 2, 2015 at 9am was priced at $41. My return trip from Silver Spring, MD to NY on July 6, 2015 at 3:25 pm was also priced at $41. After I completed my purchase I went back on the website just 1 minute later and searched the same return trip via the "one way" button and it was priced cheaper at $27. This is is not a result of fluctuation in price because I performed the exact same function 3 more times over a one hour period and the same thing occurred, i.e., the July 6th price was higher when selected as part of a round trip versus when it was selected as a one way. I have screen shots of the transactions to illustrate what occurred.Your The Peter Pan website does not advise consumers that they may receive a cheaper price if they buy two one way tickets instead of one roundtrip ticket. At 2:48 pm on July 1st, the date of my purchase, I called the Peter Pan customer service number to inquire about the discrepancy. Over the course of 43 minutes on the phone I spoke with a representative named [redacted] and a supervisor named [redacted] neither would provide their last name, who both confirmed that Peter Pan does not advertise to consumers that they may get a cheaper price as described above and who only offered me the advice that I now "know better for next time." I believe that this practice of not advising consumers of all of the options available to them to receive the best price constitutes misleading and unfair pricing practices.Desired SettlementI would like a refund of my $86 ticket price.Business Response Dear Revdex.com,Thank you for allowing us the opportunity to respond to the concerns of our customer as it relates to online fares. We understand our customer is sharing concerns regarding that buying a round-trip ticket in two one-way portions would have cost less, than to buy one round-trip ticket. The fare structures are quite complicated, similar to how airlines have fare tables that constantly shift and change due to various factors. In this instance, the peak travel period was July 2 through July 5th and any travel during, or starting on any of those dates were subject to holiday rates, unlike travel on July 6th. As such a one-way ticket on the 6th would not be included, or linked to the holiday travel period and has a lower rate. While we do understand the point relating to how would customers know to book a ticket a certain way to secure the lowest, or a certain rate, due to the number of variables in the fares (as mentioned above, in addition to promotions, special rates etc.) it is not possible to advise on the best method to locate the best available rate, other than inform the customer the lowest rates are online and the customer would browse the fares available for their day(s) of travel. We see the customer is requesting a refund for the round-trip ticket. Did the customer provide information on if they had purchased a second set of tickets (at the different rate they located)? We do not have a guideline which refunds online tickets as they are non-refundable and sales are final once booked. Kindly let us know if there are other factors involved in the request for the refund. Thank you again, we await your response. Sincerely,[redacted] & [redacted] Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This response is not acceptable because customers should be clearly advised, on the website, which dates are and are not included in "holiday travel". The consumer cannot be made to assume which dates the company would consider "holiday" and which they would not. The company has not provided a valid explanation as to why customers are not advised that there are factors that may cause them to be able to get a lower price. Once a customer logs onto the website they are assuming that they will be given the best rate no matter what they click and that is clearly not true.Final Business Response Dear Revdex.com, Thank you for sharing the response from our customer.We cannot accept the customer's response as it is the responsibility of the consumer to price shop accordingly, or enquire with the company should any questions arise, prior to purchase. I am sorry we have not received a response from the customer as to why a refund for the ticket was requested (did the customer book a new set of tickets, decide not to travel, feel a full refund was due based of the principle of the matter...?) - we would appreciate if the customer could share this information with us so we can gauge how to resolve this case.Sincerely,[redacted]Peter Pan Bus Lines