Hi [redacted],Thank you for reaching out and for choosing Wanderu!I do apologize for any confusion you must have experienced booking your tickets online. While we do not have a customer service phone line, we are always happy to assist you via email or chat and usually reply within minutes during our...
Mon-Fri business hours of 9am-6pm EST.I was able to look at your transaction. Wanderu does not sell "roundtrip" tickets. All prices displayed by the carriers on our website are for one-way travel and if you'd like to choose a return trip you can always select a second ticket and each transaction will be processed individually.I can see that there were no declined transactions under your name or email address. Only 1 ticket was purchased for 2 passengers. This trip is with [redacted] under confirmation number [redacted] for [redacted] and [redacted] scheduled to depart on Thursday, August 30th 2018 at 00:25 (12:25AM) from the [redacted] Station - [redacted], US and arriving at the "[redacted] Station - [redacted], US.This price per passenger, one-way, excluding carrier taxes and fees, was $119.00, you purchased 2 tickets which made the total price $238.00 + $5.00 for [redacted] service fees, your total was $243.00 for 2 one-way tickets from Kansas City, MO to Los Angeles, CA.All ticket's purchased online are final sale and any cancellations must be made directly with the carrier that you are scheduled to travel with. As per our partners’ policies and as pointed out on the checkout page, all tickets are non-refundable by Wanderu and are subject to the carrier's ticket change and refund policies as listed in their Terms & Conditions. If you are not able to cancel and receive a refund, they may be able to change the ticket for you.Please remember that Wanderu is a bus and train travel search website, and unfortunately we do not have authority on cancellations, changes or refunds.
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. This company is now hiding behind its own warped TOS to excuse illegitimate activity. When a company clearly misrepresents a ticket's nature to sell it, the company is engaged in unethical, if not illegal activity. When a company uses a TOS, which cannot overrule federal law, and which voids the selfsame contract by illegal activity and tampering from the party providing the contract, it is engaged in illegal activity. As such, I can see no other resolution than a refund, otherwise this matter will go to the media, and various federal regulatory agencies as a clear case of mail/ticket fraud. Thanks for your attention in the matter. Regards,
[redacted]
Mr. [redacted],I apologize for any misunderstanding. Your original message to us through this platform and through our email address was that your bus never arrived to the designated pick up location. We answered your concerns on both here and the original response which we sent you 10 days ago (which we can confirm that you have now seen - see screenshot) and have advised you to contact the bus company directly to file your claim to request your refund. Wanderu is only a trip search and comparison website, we did not charge you for this ticket and therefore cannot issue a refund, you will have to file your claim directly with Wanda Coach by calling them at 1-[redacted]. If your bus was delayed or departed before the scheduled time they will be able to investigate this for you and help you accordingly. As we stated in our original email response, if after you file your claim with Wanda Coach you still require further assistance, please feel free to send us your assigned claim number, the name of the agent you spoke to and what they told you and we can certainly help you escalate your claim on your behalf if needed. Our customer service email address is [email protected] and we respond to all messages sent within minutes during our normal business hours, Mon-Fri 9:00am-6:00pm EST.
While we understand it is frustrating, Wanderu is a travel search company; we do not accept payments or issue the bus tickets. Per the attached image, every customer receives the following message on our check out page. We include as much information on where the tickets come from and how to...
contact the carrier specifically if the tickets are not received. We answer ALL emails within in 12 hours or less. Unfortunately, this customers email address does not show up in our customer support portal which indicates we were not contacted or they may have used a different email address. We truly do care about each traveler and do our very best with our small team to assist. In this specific case, the customer was provided incorrect information from [redacted] and for that I apologize. I will speak with their executive team on the lack of customer service this customer received.
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. Wanderu likes to blame [redacted]. [redacted] likes to blame Wanderu. I purchased a ticket for Friday travel and received one for Saturday. Wanderu facilitated the ticket fraud by misrepresenting the ticket sold on the site. All I want is a refund for the cost of the ticket. I am tired of the finger pointing and would ultimately like a refund for the fraudulent ticket.
Regards,
[redacted]
[redacted] only purchased one ticket for two people with a total of $42. All ticket prices come from each carrier, we do not set, change or alter prices. We are a travel search site, not a discount site; we do not accept funds, issue tickets or make money from any customer. Prices aresubject to...
change at any time and they tend to go up the closer you get to your departure date. Price change is always basedon availability and demand. Please keep in mind there are thousands of people booking tickets around the world, so priceschange frequently.
Wanderu is a travel search website, we do not accept payments or issue tickets; all of that is handled by the individual carriers. Besides the terms and conditions that Mr. [redacted] agreed to and the writing on our check out page, there is nothing further that we can assist with. Our site is not mis-leading as all customers go through a three step checkout process before submitting their information for purchase. If the trip was incorrect he had multiple opportunities to go back and have it changed before entering his credit card information.
Mr. [redacted] wrote to us 10 days ago on March 20th, 2018, we replied to his email on the same day (see attachment), email address [redacted]. Wanderu is an online search site for bus and train tickets. As stated on our checkout page and on the terms and conditions agreed to by the...
customer all transactions are done directly with the carrier the passenger is scheduled to travel with. We do not have any information regarding bus delays, cancellations or changes in itinerary. The customer wrote to us and we provided him with confirmation of the ticket in question and the information required to file his claim directly with the bus company. The carrier was Wanda Coach, trip under confirmation number [redacted], ticket number [redacted], ticket price $80.00, scheduled to depart on Sunday March 18th, 2018 at 11:00am from [redacted] Link to Wanderu terms and conditions: [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].
Your response is a generated response as I received the same response to my email. (The only way to contact your company!) As you can see per screenshot of your website, shows tickets for roundtrip! I understand that the tickets were 2 tickets there and 2 separate tickets back, however the total cost for 2 people (4 tickets) was listed as $286.00 when I put in my credit card information. I was charged $243.00 for 2 tickets going to L.A and never received the 2 return tickets! As I have read the other complaints on here as well I clearly am not the only person this has happened to. It is illegal to misrepresent the price for the (4 tickets) and then charge me full rate for (2 tickets) and expect me to pay again for (2 more tickets) that were supposed to be included in the original quote of $286.00 for the 4 tickets (or specifically ROUND-TRIP)! Your company is clearly fraudulent and that's most likely why you do not have a Customer Service! If you do not provide the additional return tickets then I will be forced to take this matter to the Attorney General and possibly bring attention to the Federal level as well. Please do the right thing ethically as a business should and make it right!
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].
"Wanderu is only a trip search and comparison website, we did not charge you for this ticket and therefore cannot issue a refund, you will have to file your claim directly with Wanda Coach by calling them at 1-[redacted]. If your bus was delayed or departed before the scheduled time they will be able to investigate this for you and help you accordingly. "
??THIS IS A DISCREPANCY!!! ??To whom it may concern please read??I called that number already 3x. I WANT MY MONEY BACK!.RHEY NEVER SHOWED FOR BOTH TRIPSRegards,
[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.
I expect a full refund. If Wanderu needs to work with their partner to provide me with a full refund, so be it. Anything less will not suffice.Regards,
[redacted]
Again, Wanderu does not set prices, when they change we update them when the carrier does. If a customer went to the bus providers site they would see the same exact price. We do not set any prices, we update them when they update them. In the industry, there is a thing called "Dynamic Pricing" where they sell a certain amount of tickets at x price and when those sellout the prices changes to the next tier and so on. Wanderu DOES display when the prices change before purchasing so the consumer can make the decision to continue or go back to results to buy a different price ticket. I apologize you feel this is unjust, however this is how pricing works in the travel industry Wanderu displays what is provided by each carrier.
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].
#1. You clearly did not understand what I was getting at in my last response to you. The photo I included did not show price because it was posted to show that your statement of not offering "Round-Trip" was a farcity as clearly your company does have round-trip options. As I stated in my response, your website NOW shows a total of $520 for both sets of tickets when in fact the total showing was $286 when I agreed to purchase the "round-trip" sets of tickets. It did not give me an option to not have my card charged once it rejected "error" messaged the return tickets. It went ahead and charged me FULL PRICE $243 for one-way tickets there. It is not rocket science to understand what I keep explaining over and over again. In your response, you say to call you.......................WITH WHAT PHONE NUMBER?................................Your company does not have a phone number to contact you. Please provide the number and I will gladly call you.
Regards,
[redacted]
Hi [redacted],Thank you for reaching out and for choosing Wanderu!I do apologize for any confusion you must have experienced booking your tickets online. While we do not have a customer service phone line, we are always happy to assist you via email or chat and usually reply within minutes during our...
Mon-Fri business hours of 9am-6pm EST.I was able to look at your transaction. Wanderu does not sell "roundtrip" tickets. All prices displayed by the carriers on our website are for one-way travel and if you'd like to choose a return trip you can always select a second ticket and each transaction will be processed individually.I can see that there were no declined transactions under your name or email address. Only 1 ticket was purchased for 2 passengers. This trip is with [redacted] under confirmation number [redacted] for [redacted] and [redacted] scheduled to depart on Thursday, August 30th 2018 at 00:25 (12:25AM) from the [redacted] Station - [redacted], US and arriving at the "[redacted] Station - [redacted], US.This price per passenger, one-way, excluding carrier taxes and fees, was $119.00, you purchased 2 tickets which made the total price $238.00 + $5.00 for [redacted] service fees, your total was $243.00 for 2 one-way tickets from Kansas City, MO to Los Angeles, CA.All ticket's purchased online are final sale and any cancellations must be made directly with the carrier that you are scheduled to travel with. As per our partners’ policies and as pointed out on the checkout page, all tickets are non-refundable by Wanderu and are subject to the carrier's ticket change and refund policies as listed in their Terms & Conditions. If you are not able to cancel and receive a refund, they may be able to change the ticket for you.Please remember that Wanderu is a bus and train travel search website, and unfortunately we do not have authority on cancellations, changes or refunds.
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. This company is now hiding behind its own warped TOS to excuse illegitimate activity. When a company clearly misrepresents a ticket's nature to sell it, the company is engaged in unethical, if not illegal activity. When a company uses a TOS, which cannot overrule federal law, and which voids the selfsame contract by illegal activity and tampering from the party providing the contract, it is engaged in illegal activity. As such, I can see no other resolution than a refund, otherwise this matter will go to the media, and various federal regulatory agencies as a clear case of mail/ticket fraud. Thanks for your attention in the matter. Regards,
[redacted]
Mr. [redacted],I apologize for any misunderstanding. Your original message to us through this platform and through our email address was that your bus never arrived to the designated pick up location. We answered your concerns on both here and the original response which we sent you 10 days ago (which we can confirm that you have now seen - see screenshot) and have advised you to contact the bus company directly to file your claim to request your refund. Wanderu is only a trip search and comparison website, we did not charge you for this ticket and therefore cannot issue a refund, you will have to file your claim directly with Wanda Coach by calling them at 1-[redacted]. If your bus was delayed or departed before the scheduled time they will be able to investigate this for you and help you accordingly. As we stated in our original email response, if after you file your claim with Wanda Coach you still require further assistance, please feel free to send us your assigned claim number, the name of the agent you spoke to and what they told you and we can certainly help you escalate your claim on your behalf if needed. Our customer service email address is [email protected] and we respond to all messages sent within minutes during our normal business hours, Mon-Fri 9:00am-6:00pm EST.
While we understand it is frustrating, Wanderu is a travel search company; we do not accept payments or issue the bus tickets. Per the attached image, every customer receives the following message on our check out page. We include as much information on where the tickets come from and how to...
contact the carrier specifically if the tickets are not received. We answer ALL emails within in 12 hours or less. Unfortunately, this customers email address does not show up in our customer support portal which indicates we were not contacted or they may have used a different email address. We truly do care about each traveler and do our very best with our small team to assist. In this specific case, the customer was provided incorrect information from [redacted] and for that I apologize. I will speak with their executive team on the lack of customer service this customer received.
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. Wanderu likes to blame [redacted]. [redacted] likes to blame Wanderu. I purchased a ticket for Friday travel and received one for Saturday. Wanderu facilitated the ticket fraud by misrepresenting the ticket sold on the site. All I want is a refund for the cost of the ticket. I am tired of the finger pointing and would ultimately like a refund for the fraudulent ticket.
Regards,
[redacted]
[redacted] only purchased one ticket for two people with a total of $42. All ticket prices come from each carrier, we do not set, change or alter prices. We are a travel search site, not a discount site; we do not accept funds, issue tickets or make money from any customer. Prices aresubject to...
change at any time and they tend to go up the closer you get to your departure date. Price change is always basedon availability and demand. Please keep in mind there are thousands of people booking tickets around the world, so priceschange frequently.
Wanderu is a travel search website, we do not accept payments or issue tickets; all of that is handled by the individual carriers. Besides the terms and conditions that Mr. [redacted] agreed to and the writing on our check out page, there is nothing further that we can assist with. Our site is not mis-leading as all customers go through a three step checkout process before submitting their information for purchase. If the trip was incorrect he had multiple opportunities to go back and have it changed before entering his credit card information.
Mr. [redacted] wrote to us 10 days ago on March 20th, 2018, we replied to his email on the same day (see attachment), email address [redacted]. Wanderu is an online search site for bus and train tickets. As stated on our checkout page and on the terms and conditions agreed to by the...
customer all transactions are done directly with the carrier the passenger is scheduled to travel with. We do not have any information regarding bus delays, cancellations or changes in itinerary. The customer wrote to us and we provided him with confirmation of the ticket in question and the information required to file his claim directly with the bus company. The carrier was Wanda Coach, trip under confirmation number [redacted], ticket number [redacted], ticket price $80.00, scheduled to depart on Sunday March 18th, 2018 at 11:00am from [redacted] Link to Wanderu terms and conditions: [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].
Your response is a generated response as I received the same response to my email. (The only way to contact your company!) As you can see per screenshot of your website, shows tickets for roundtrip! I understand that the tickets were 2 tickets there and 2 separate tickets back, however the total cost for 2 people (4 tickets) was listed as $286.00 when I put in my credit card information. I was charged $243.00 for 2 tickets going to L.A and never received the 2 return tickets! As I have read the other complaints on here as well I clearly am not the only person this has happened to. It is illegal to misrepresent the price for the (4 tickets) and then charge me full rate for (2 tickets) and expect me to pay again for (2 more tickets) that were supposed to be included in the original quote of $286.00 for the 4 tickets (or specifically ROUND-TRIP)! Your company is clearly fraudulent and that's most likely why you do not have a Customer Service! If you do not provide the additional return tickets then I will be forced to take this matter to the Attorney General and possibly bring attention to the Federal level as well. Please do the right thing ethically as a business should and make it right!
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].
"Wanderu is only a trip search and comparison website, we did not charge you for this ticket and therefore cannot issue a refund, you will have to file your claim directly with Wanda Coach by calling them at 1-[redacted]. If your bus was delayed or departed before the scheduled time they will be able to investigate this for you and help you accordingly. "
??THIS IS A DISCREPANCY!!! ??To whom it may concern please read??I called that number already 3x. I WANT MY MONEY BACK!.RHEY NEVER SHOWED FOR BOTH TRIPSRegards,
[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.
I expect a full refund. If Wanderu needs to work with their partner to provide me with a full refund, so be it. Anything less will not suffice.Regards,
[redacted]
Again, Wanderu does not set prices, when they change we update them when the carrier does. If a customer went to the bus providers site they would see the same exact price. We do not set any prices, we update them when they update them. In the industry, there is a thing called "Dynamic Pricing" where they sell a certain amount of tickets at x price and when those sellout the prices changes to the next tier and so on. Wanderu DOES display when the prices change before purchasing so the consumer can make the decision to continue or go back to results to buy a different price ticket. I apologize you feel this is unjust, however this is how pricing works in the travel industry Wanderu displays what is provided by each carrier.
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].
#1. You clearly did not understand what I was getting at in my last response to you. The photo I included did not show price because it was posted to show that your statement of not offering "Round-Trip" was a farcity as clearly your company does have round-trip options. As I stated in my response, your website NOW shows a total of $520 for both sets of tickets when in fact the total showing was $286 when I agreed to purchase the "round-trip" sets of tickets. It did not give me an option to not have my card charged once it rejected "error" messaged the return tickets. It went ahead and charged me FULL PRICE $243 for one-way tickets there. It is not rocket science to understand what I keep explaining over and over again. In your response, you say to call you.......................WITH WHAT PHONE NUMBER?................................Your company does not have a phone number to contact you. Please provide the number and I will gladly call you.
Regards,
[redacted]