Complaints

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:04/11/2025

  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.

  Dear RedCoach Customer Service,I am following up on a complaint originally filed under Case #******, submitted on March 15, 2025, the same day my son, ***** **********, was prevented from boarding his scheduled bus from *********** to ******* due to miscommunication between two RedCoach drivers.Despite arriving on time, ***** and two other passengers were told by the driver of the first bus that their bus would be the next one. However, the next driver told them they had missed their bus. As a result, two of the three passengers, including my son, had to take an **** to ******* at their own expense.I was told when the case was submitted that we would receive a resolution within 710 business days. However, that timeframe has passed, and despite multiple follow-ups, we still have no resolution: On 3/18 at 5:32pm, I spoke to *********, who told me the case was ready to be presented to the manager. On 4/1 at 5:48pm, I spoke to ****, who assured me the matter would be resolved within 2448 hours. Later that day, at 6:14pm, I received a call from Iru, who stated it would be resolved by 4/5 because only one manager was available and he was busy. I called again on 4/5 in the afternoon and spoke to Iru again, who told me the manager still had not reviewed the case but would do so by 4/***** this point, the delay is excessive, and I am requesting a clear and timely resolution. Specifically, I am seeking: Reimbursement for the **** fare (receipt attached), which my son had to take through no fault of his own. Consideration for additional compensation for the inconvenience caused, or at minimum a refund for the missed bus.I am requesting a formal response and resolution by April 12, 2025, as promised.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,Red Coach Ticket number ************ Service code 7091 complaint case number ****** Cost of **** was $228.75 Cost of ticket was $54.70

  Customer Answer

  Date: 04/11/2025

  Enclosed is the ticket

  Customer Answer

  Date: 04/14/2025

  Ticket for 3/15

  Business Response

  Date: 04/22/2025

  Dear Mr. *********************** you for your follow-up regarding case #****** concerning the service on March 15, 2025, from *********** to ********

  We sincerely apologize for the inconvenience your son, ***** **********, experienced due to the miscommunication between our drivers, and for the delay in resolving your case.
  We would like to confirm that the full **** reimbursement of $228.75 was processed via ******, and the ticket fare of $54.70, including service fees, has also been fully refunded. All details and receipts have been documented under the original claim, and the confirmation was sent to *************************************************.

  We appreciate your patience throughout this process and once again apologize for the experience. Should you have any further concerns or need additional assistance, please dont hesitate to reach out.

  Best regards,

  The RedCoach Team

  Customer Answer

  Date: 04/22/2025

   
  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:03/27/2025

  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.

  Booking nr: ************ Ticket nr: ************ / ************ / ************ The referenced Booking and Ticket numbers were purchased by me for my family travel. The return on Sunday, 12/01/2024 was delayed longer than 2 hours. RedCoach confirmed the delay and issued a case #***** and a response would be issued within 5-10 business days. No vouchers were issued to the passengers.Contacted RedCoach on 12/27/2024; 01/02/2025; 01/07/2025; 01/14/2025. Each time the response from RedCoach staff the case was pending .Requesting three (3) travel vouchers for travel during 2025.

  Business Response

  Date: 04/09/2025

  Dear *****,
  
  Thank you for your continued patience regarding your case (#*****) related to the delayed service on December 1st, 2024 under booking number 241121007388.
  
  We sincerely apologize for the inconvenience caused by the mechanical delay. As an exceptional resolution, we opted to issue a full refund of $202.68, which includes the service fee, for the affected tickets (************ / ************ / ************), instead of providing travel vouchers as is typically done in such cases.
  
  We understand how important reliable service is to our passengers and regret any disruption this may have caused. Should you have any further concerns or questions, feel free to reach out.
  
  Best regards,

  The RedCoach Team

  Customer Answer

  Date: 04/09/2025

   
  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:02/20/2025

  Type:Sales and Advertising 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 am filing a complaint for false advertising. When I bought my ticket for the bus ride from ****** to *****, there was no mention online of a stop in ***************. On the website when buying a ticket it said ****** to ***** and had it listed as a 2 hour trip. The bus came over an hour late (they don't issue refunds for late arrivals) so I had to take an ***** The **** which goes faster than a bus and went straight to ***** took 1:50 so them saying that the bus which has to pick up people, drive to ***************, drop off the passengers and pick up new ones then make its way down to ***** in 2 hours is just flat out false advertising. In the end the bus ended up getting to ***** at 10:28 when it was scheduled to get there at 8:45. Had I known there was a stop in *************** I wouldn't have purchased the ticket. I have emailed the company many times already and they either respond asking me for the same information I have given them about 5 times already or have offered me a $10 voucher for another trip. The bus ticket was $60 and then I had to spend an additional $130 on an ***** False advertising on their time (get to ***** in two hours) and the bus got there so late.

  Business Response

  Date: 03/21/2025

  Dear ********,
  
  We sincerely apologize for any inconvenience you experienced during your trip from ****** to *****. We understand your frustration and appreciate the opportunity to clarify the situation.
  
  Your ticket was purchased through ******, a third-party platform. At the time of purchase, both Busbud and RedCoach's website displayed the scheduled stops, including ***************. We strive to provide accurate information regarding our routes, and this stop was not hidden or omitted from the booking details.
  
  Regarding the delay, service 9037 was affected by traffic conditions beyond our control. As stated in our policies, delays caused by external factors such as traffic, weather, or accidents do not qualify for refunds or compensation. Moreover, as a one-time exception, we are willing to offer you a full voucher for future travel.
  
  Please let us know if you would like to proceed with this voucher. We appreciate your understanding and hope to have the opportunity to serve you under better circumstances in the future.
  
  Best regards,

  The RedCoach Team
  

  
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22969096
  
  I am rejecting this response because: I believe you are falsely advertising.  The stops may or may not have been shown but I believe the false advertising comes from the fact that you list the trip as 2 hours.  The **** drive to the ************* made it in just under two hours on a day and time when the roads were clear.  I find it hard to believe that a bus which goes slower would be able to stop in Ft Lauderdale, drop off and pick up people and then make it to ***** in 2 hours.  This is false advertising and I am going to continue requesting a full refund.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:02/10/2025

  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.

  I have lost my luggage on Dec 02, 2024 while travelling on RedCoach from *********** to *************. My ticket number was ************. ReadCoach is unable to return my lost luggage so I filled a request for $250 insurance money on Jan 05, 2025. Since losing my luggage I have spoken to RedCoach representatives more than ************************************************************************* with the insurance money. But they are neither willing to return my stolen luggage or pay me the insurance money which they owe me. The insurance money of $250 which I have requested is as per their own company policy. Its been more than two months since I lost my luggage. So Please help me to resolve my case as soon as possible.

  Business Response

  Date: 03/20/2025

  Dear Rashmi,

  We sincerely apologize for the inconvenience and frustration you have experienced regarding your lost luggage. We understand how important this matter is to you and appreciate your patience throughout the process.

  Furthermore, we would like to confirm that the insurance payment of $250 has been successfully processed via ***** to the account you provided. The receipt of this payment was sent to your registered email address *************************** on February 13th.

  If you have not received the confirmation email or need any further assistance, please let us know, and we will be happy to help.

  Thank you for your understanding, and we truly regret the inconvenience this has caused.

  Best regards,

  The RedCoach Team

• Initial Complaint

  Date:02/06/2025

  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 January 4, 2025, my daughter and I arrived at the ******* RedCoach station at 5:15 PM, 15 minutes before the scheduled 5:30 PM departure, in accordance with their guidelines. However, the bus had already departed early at 5:14 PM without any prior notification, leaving us and approximately ten (10) other passengers stranded. The on-site staff offered no assistance to refund or rebook on another bus. I then spoke with RedCoach customer service over the phone. Despite being assured that a refund would be processed within 710 business days, over thirty (30) days have now passed without receipt of any refund.Further, as a direct result of RedCoach's failure to provide the scheduled service, I incurred the following unexpected out-of-pocket expenses to ensure my daughter reached the intended destination:Mileage: $330.40 (472 miles at $0.70/mile)Tolls: $11.10 Hertz car rental: $141.00 Hotel accommodation: $172.00 Original ticket cost: $72.99 Total Amount Requested: $727.49 RedCoach's actions constitute a breach of contract and a violation of consumer protection laws. Specifically, under Florida Administrative Code Rule 14-90.006(2), buses are required to operate in compliance with applicable traffic regulations, ordinances, and laws of the jurisdiction in which they are being operated. This early departure without prior notification not only breached the agreement but also violated the implied covenant of good faith and fair dealing inherent in all contracts.If I do not receive full reimbursement of $727.49 within fourteen (14) days of this complaint, I will have no choice but to escalate this matter. This will include filing formal complaints with the ************************************ and the *******************************************, as well as initiating legal action to recover the full amount due and attorney fees.I hope to resolve this matter amicably and look forward to an immediate response.

  Business Response

  Date: 02/20/2025

  Dear *********,

  We sincerely regret the inconvenience you and your daughter experienced due to the early departure of the bus on January 4, 2025. We understand how frustrating this situation must have been, and we appreciate your patience while we review your case.

  As of now, we have processed a refund of $81.77, which covers the original ticket cost and associated service fees. This amount has been issued to your original payment method.
  Regarding the additional expenses you have claimed, our team is currently reviewing the details provided. We will communicate the outcome directly to you via the email associated with your case as soon as we complete the evaluation.

  We appreciate your understanding and will provide a further update as soon as possible.

  Best regards,

  The RedCoach Team

  Customer Answer

  Date: 03/02/2025

  Red Coach has not contacted me, as promised, to discuss complete resolution of this matter. This matter remains unresolved. I am not accepting the response of the business. 

  Customer Answer

  Date: 03/12/2025

  Red Coach has not contacted me, as promised, to discuss complete resolution of this matter. This matter remains unresolved. I am not accepting the response of the business. 

  Business Response

  Date: 03/20/2025

  Dear *********,
  
  Thank you for reaching out regarding your experience with RedCoach. We understand your frustration and appreciate the opportunity to address your concerns.
  
  As part of our commitment to resolving this matter, we processed a full refund for your ticket on February 8, 2025. Additionally, we have requested copies of receipts for your alternative transportation, which should match the date, time, and route of your original booking. Once we receive this documentation, we will review your case in accordance with our refund policies and maximum reimbursement limits.
  
  Please send the requested receipts at your earliest convenience so we can proceed with the next steps. If you have already submitted them, kindly confirm so we can ensure they were received.
  
  We appreciate your patience and look forward to resolving this matter.
  
  Best regards,
  
  The RedCoach Team

• Initial Complaint

  Date:01/27/2025

  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.

  I purchased a return ticket from *********** to GNV- UF Stop for about $61 and some change. My plans changed about 2 days prior to the trip, and so I canceled it. Per RedCoach policy, passengers are eligible for a voucher equal to their purchase price as long as they cancel up to 3 HOURS before their trip.I never received a voucher and contacted them for help. They said that their system made an error and apologized that I did not receive the voucher. They promised to refund me my $61 within the 5-7 business days. I asked for a confirmation code or number and they said that they wouldnt be able to give it to me. I have been calling every few days for the past THREE WEEKS and everytime I call they keep saying to me oh we will refund you just wait. Itll come by the end of the week. After 10 days of waiting I called again and they refunded me $17 and some change. I called to let them know that this was not the full amount of the ticket I purchased and they said that they would refund me by the Friday of that week. I have still not received my money. Unfortunately I have been calling so often that the last customer service *** that picked up said this is *********? We will refund you by this Friday, you do not need to call anymore. That was last week.This has been going on for three weeks. I called again today and now no one is answering my call. I want my money back. It shouldnt be hard for a huge corporation like theirs to hold on to a meager $44 that a STUDENT customer worked hard for.

  Business Response

  Date: 02/08/2025

  Dear *********,

  Thank you for reaching out to us regarding your refund. We sincerely apologize for the delay and any confusion caused during this process.
  After reviewing your case, we found that due to a system migration in December, there were some technical issues affecting certain transactions. Based on our records:

  - Your round-trip ticket was mostly paid using a voucher. The amount paid by card was $17.14, which has already been refunded.

  - For your December 15th cancelled trip (ZEMK25), we have issued a voucher for $59.61 under code 250208295591.

  - Regarding the December 13th ticket (6KK5R4), our system shows that check-in was completed, so we are unable to issue a voucher for that trip.

  We appreciate your patience and understanding. If you have any further questions, please dont hesitate to contact us directly.

  Best regards,

  The RedCoach Team

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22863456
  
  I am rejecting this response because: 

  I do not understand fully, please clarify. I have a bank statement showing my trip charge of $101 for my initial purchase. After that purchase I changed the trip to a later time, and paid an extra $17.14. You said that you refunded the $17 which I do agree that I saw reflected in my bank statement, however I didnt pay the other amount using a voucher like you stated. The customer service **** that I spoke with said that the company would refund me instead of a voucher because of whatever technical. I feel as if you guys are not being true to your word because I was promised an exception to policy with a refund back to my account.

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

• Initial Complaint

  Date:01/16/2025

  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.

  I purchased 2 bus tickets for November 25th and 29th. Both of these buses were delayed and inconvenienced my traveling and I had to cancel both tickets. Because of the delays I called customer service and they offered me a full refund (NOT voucher). It has since been 2 months of me consistently calling asking about my refund and all that customer service says is that the case is still pending (case number ********). **************** continues to neglect my requests and I do not receive any follow up even though they insist that they are working on my problem. A resolution would be a full and even refund.

  Business Response

  Date: 01/25/2025

  Dear Zoe,
  
  Thank you for reaching out regarding your refund request. We sincerely apologize for the delays and inconvenience caused by this matter, as well as for the lack of communication on our part.
  
  After reviewing your cases, we have processed the resolution, and the details have been sent to the email address associated with your booking. Please check your inbox, including any spam or junk folders, to ensure you receive this information.
  
  We deeply regret the time it has taken to resolve your issue and understand the frustration this has caused. If you have any further questions or require additional assistance, please do not hesitate to contact us directly.
  
  We value your feedback and will use this experience to improve our processes. Thank you for your patience and understanding.
  
  Sincerely,
  
  The RedCoach Team

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22821880
  
  I am rejecting this response because: I was not refunded my payment in its entirety. I was refunded $39.73 when it should have been a total of $71.18. I am still owed a remaining $31.45
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 02/13/2025

  Dear *** *******,

  As previously stated, the full amount of $71.18 has been refunded in two separate transactions:

  - $39.73 under case 87930
  - $31.45 under case 89796

  These refunds were processed accordingly and should be reflected in your original payment method. If you require further assistance in locating them, please contact your bank or payment provider.

  Best regards,

  RedCoach Customer Service

• Initial Complaint

  Date:01/13/2025

  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.

  I purchased a bus ticket on DEC 7, 2024 from *********** to ******* for $46.99+tax. The bus is supposed to arrive on 12/09/24 5:15 AM but they reschedule it to 45 minutes before and only inform us on 8:03 PM before, at that time I was already asleep to prepare for the morning bus. As I am not able to change my departure time due to the tight schedule, I ends up arranging alternative transport on spot and sent an email thru the company website on 12/13/24 requesting for a refund. I do not hear back from the company until now.

  Business Response

  Date: 01/25/2025

  Dear Ho Yin,
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience caused by the change in your bus departure time and for any confusion in our communication.
  
  Upon reviewing your case, we were unable to locate an email or any communication from you regarding this issue. Nonetheless, we confirm that the bus service departed earlier than scheduled, and we deeply regret the impact this had on your plans.
  
  We have processed a refund. The confirmation and details of the refund have been sent to the email address associated with your booking. Please allow a few business days for the refund to appear in your account, depending on your payment provider.
  
  Should you have any further questions or need assistance, feel free to contact us directly. We appreciate your patience and understanding and hope to serve you better in the future.
  
  Sincerely,

  The RedCoach Team

  Customer Answer

  Date: 01/26/2025

   
  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,
  
  Ho *** ****

• Initial Complaint

  Date:01/08/2025

  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.

  Hi, I arrived at the bus station at the stated location 1/7 at 4:00 pm for departure time 7:55 pm. The bus never showed could not reach anyone to check and ended up paying for a Lyft ****** to return home to ******* to start my first day on my new job. This is very unprofessional and almost cost me my job. I need a refund. I will never used this company again.

  Business Response

  Date: 01/09/2025

  Dear Kobe,

  Thank you for sharing your experience with us. We sincerely regret the inconvenience caused on January 7th and apologize for any distress this may have caused, particularly given the importance of your plans that day.

  After reviewing the details, we confirm that the service did arrive at the scheduled stop. We understand, however, that you may have experienced difficulties locating the bus or reaching us for support. This does not meet the level of service we strive to provide, and we are taking steps to ensure better communication and accessibility for our passengers.

  As an exception and a gesture of goodwill, we would like to offer you a voucher for the price of the ticket. Additionally, we have sent detailed information about the service to the email address associated with your complaint.

  We deeply value your feedback and are committed to improving our processes to prevent similar situations in the future. Should you have any further questions or require assistance, please do not hesitate to contact us at ********************************************************************.

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience caused.

  Sincerely,

  The RedCoach Team

• Initial Complaint

  Date:12/20/2024

  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.

  Last week My daughter (18) Was taking a bus to her grandparents house for the holidays. Her bus was scheduled to depart at 3:30, A bus arrived at 3:50, She asked the driver is this the bus anc shows her ticket, the driver proceeds to say "yea yea get on *****" The diver didnt really speak english, so my daughter got on, she realized after departture she was on the wrong bus, after i did some research, i found the bus she was on and it was at least going to the same places, she was just on the economy bus instead of the business class that was paid for. She was afraid to get kicked off though since it wasnt the right bus. This is where the rest of the issues lies...... I called custoemr service and they tried tellign me she ws going north, i was like no, i have her location she is defintily going in the right direction, i tell her which bus i think she is on, and the *** stated that she shoudlnt get kicked of becuase there is no one else scheduled to board the bus. Ok great, the next day i casll again because we are asking for a refund of the cost difference in the two ticket prices since the driver could have prevented this from happeneing. I call again the very next day, i was told to fil out a form, so I did, then i waited, and waited, fast forward to today. I still have not received a response on the form submitted so I call and ask I submitted a form last week how long does it typiclaly take to get a response, she states 2-3 days, I said ok so I shoudl have had a response by now. She said no you just submited it yesterday. I said no, i submitted it last week. She said oh well i dont even knopw what the issue is, So i told the story in one quick short sentance..... I said essentially my daughter got on the wrong bus last week because the driver didnt scan or look at her ticket. the *** ************** and?.... now i am runnign out of room and cant even finish because of how horrible the service has been.

  Business Response

  Date: 01/09/2025

  Dear *****, 

  Thank you for reaching out to share your feedback. We sincerely apologize for the inconvenience and confusion your daughter experienced during her recent trip, as well as for any frustration caused by the delays in addressing your concerns.

  After reviewing the details of the situation, we understand that your daughter boarded a different service than originally scheduled due to a misunderstanding with the driver. While the service she boarded was travelling to the same destination, it did not match the business class ticket you purchased.

  As a gesture of goodwill and recognizing the inconvenience, we are offering a voucher equivalent to the fare difference between the two services. Additionally, we are taking steps to improve communication and ticket verification procedures to prevent similar situations in the future.

  For further assistance or to claim the voucher, please contact us at **************************************** We appreciate your patience and understanding as we work to resolve this matter to your satisfaction.

  Thank you for bringing this to our attention, and we deeply regret the challenges youve faced.

  Sincerely,

  The RedCoach Team

  Customer Answer

  Date: 01/14/2025

   
  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,
  
  ***** ******