Complaints

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

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  Peter Pan Bus Lines, Inc.

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

  
• 

  Peter Pan Bus Lines, Inc.

  333 3rd St Chelsea, MA 02150

• 

  Peter Pan Bus Lines

  677 Cromwell Ave Rocky Hill, CT 06067

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:03/13/2025

  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 have been dealing with Peter Pan and completely incompetent customer service for three months regarding this issue, and have no choice but to file the complaint here as I am tired of getting the runaround. In December of 2024, I arrived early at the port authority bus terminal for a trip to ************ to go home for the holidays. I waited for over an hour by the sign for ************ that a condescending associate told me to wait next to, and there was never a line nor a call for riders. When it was getting close to boarding time, I waited in line for an associate to help me, only for them to send me back upstairs to the associate I had spoken with. He laughed at me and told me he would bet money that my bus had left and that I had missed it. I want to reiterate that my bus was never called and no line was formed. In the past, ******* allowed for a $6 change fee for missed buses (even though I want to emphasize that there was no bus to miss) and they would not even offer this, they wanted me to rebook for full cost since they are being run by Peter Pan now. I had to have someone drive 3 hours to pick me up rather than risk another no-show bus. No matter how many times I have emailed to explain this to customer service, they tell me that they will get back to me in 5 business days, and then weeks later I hear back saying I must have missed my bus and that they could have changed the gate but they dont ever provide any proof, or resolution.******* and Peter Pan, I hope you are thoroughly embarrassed by your unwillingness to help either this situation. The only outcome I will accept is a full refund - as a customer for 8 years, this will be my last experience. As ******* operates through Peter Pan now, I am unsure of which business to file this complaint under and therefore will be contacting both. However I suspect that they will continue the runaround and tell me that this is a ******* problem, even though the rude agents and bus were all Peter Pan.

  Business Response

  Date: 03/14/2025

  Hello, 

  As for Peter Pan we would like to apologies for the experience this passenger had when trying to travel back home for the Holidays.  

  It does look like the bus departed at 9:07am from bus 901. It was a full bus and passengers were all lifted between 8:46am -9:01am.

  As all Peter Pan tickets are non refundable, we can offer a credit for the ticket purchase into a Peter Pan account for future travels. 

  If the passenger does not want the credit, Peter Pan cannot issue a refund as the passenger did not purchase the ticket on the Peter Pan website.The passenger must reach out to ******* since the passenger booked through ******* and ******* has the passengers transaction information. 

  Thank you. 

  Alexa | ************* Manager
  Peter Pan Bus Lines

  Customer Answer

  Date: 03/21/2025

   
  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:02/21/2025

  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.

  I'm writing because I bought peter pan bus tickets on January 16,2025 to go to ************* on January 19,2025 and return on January 20th,2025 to go to the inauguration I bought the tickets online. When I ordered I also clicked the box asking if I like to insure my travel for $9.00. I continued with the order I put my credit card numbers and I'm ready for travel. I noticed after I purchased the tickets I never got a follow up email about my purchase. I checked my spam email and there was no follow up email. if I had gotten that email I would have seen my protection never went through. On January 18, 2025 I got an email from my local congresswoman that the inauguration was canceled for outside swearing in due to the low cold temperature being dangerous if outside too long. I contacted the bus company through email . They told me I did not buy the insurance for my travel in which I clicked the box to purchase it. Then I saw on their website since it was a weather issue I can possibly get a refund if the event is canceled due to weather conditions. I sent the proof to the person I was talking to through email. I am very disappointed with Peter pan they were not helpful. They put money over a human life. They rather see a person freeze in dangerous freezing conditions then to give a refund. This is very sad that we live a life that profits over life. all about money then the safety of their customers. How heartless can Peter pan get. very sad.

  Business Response

  Date: 02/21/2025

  Hello, 

  I looked into this and the passenger did purchase a ticket order ******* but the passenger did not purchase any insurance. I am attaching the Payment Summary of what the passenger had purchase and you can see that the travel insurance or the refundable fare was not purchased. 

  As the refundable fare/travel insurance were not purchased, all tickets are non refundable as it is disclosed during the ticket purchase when the passenger read and agreed to the Terms and Conditions. 

  Since we do not issue a refund, the passenger was given an option to change their ticket to a different trip itinerary with the reissue cost applied plus any difference before the departure time. 

   

  Customer Answer

  Date: 02/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: if I would  have gotten  a follow up email I would have see that the insurance did not go through. I clicked the box were it said would you like to insurance this travel for $9.00. Maybe you guys had a firewall issue because  I do tech work and that seems that may have been the issue on your end were it my insurance  agreement didn't go through. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/22/2025

  Hello, 

  Since the travel insurance were not purchased, we would not be able to issue any compensation. This order was purchased knowing the amount that was being paid and the passenger had a full summary of what they are paying before completing the purchase which shows the travel insurance not added. 

  At this time, we are not able to issue any compensation as the passenger was given an option to change the ticket. 

  Customer Answer

  Date: 02/24/2025

  
  Complaint: ********
  
  I am rejecting this response because: I was never emailed a full summary of the amount that was paid. If I have had a full summary sent to me through  my email would have known the insurance never went through. I checked my email and junk email and never gotten  a follow up email. It seems like there was a glitch somewhere in your system because  I know I click were it said would I like to insure this travel plus how would I know the price of the insured price if I never put it through. It was $9 dollars to insure my travel you think I just put that figure out of my head. Common sense.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/05/2025

  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.

  I reserved this bus ride almost 3 months ago. I just spent the last 22 hours traveling and arrived at ************************* to wait for the 3:30 scheduled bus. The bus either came VERY early or it didn't stop at all. I talked to the Springfield-bound bus driver at ~3:32 and he said that it takes awhile for the bus to get through so the terminals. So I waited. No bus. I called customer service at ~3:45 and they said the 3:30 bus was ALREADY AT *************. That is WAY early. I then saw another Peter Pan bus drive right through the terminal without stopping at ~3:50. I called customer service and asked how I get a refund as they stranded me in ******. Customer service says all tickets are non-refundable! So their business is to take people's money for bus service that they don't provide?? I was waiting just inside the terminal FOR TWO HOURS. It is very cold outside so everybody was waiting inside. If that bus reached ************* by 3:45 then it must have have left the airport no later than 3:15.This is my reservation confirmation :DEPART Tue Feb 04 03:30 PM ****** (******************)

  Business Response

  Date: 02/19/2025

  Hello, 

  I looked into this further and checked our bus GPS records and that bus did not depart out of ****** ***** early. Please see below of when the bus arrived and departed each Terminal. 

  All passengers must be outside of the Terminal for the driver so the driver knows that there are Peter Pan passengers as the driver cannot be stopped at a Terminal for long due to ** ***. 

  It does state that when they see a Peter Pan bus to waive the driver down. 

  A refund was denied as the driver was at ****** ***** as scheduled. 

  Feb 4, 2025  330pm ****** ***** to **********
  
  Bus number ****

  Terminal A 3:31pm-3:32pm
  Terminal B 3:32pm-3:36pm
  Terminal C 3:36pm-3:38pm
  Terminal E 3:39pm-3:42pm

   

   

  Customer Answer

  Date: 02/19/2025

  
  Complaint: 2*******
  
  I am rejecting this response for all the reasons already given. I have no earthly reason to make any of this up as I've been a loyal Peter Pan customer for almost 20 years. Either the driver stopped at a different point (who would know? it's absolute chaos outside that terminal) or they didn't stop at all.
  
  I don't know what else to tell you except that Peter Pan is *quite obviously* not giving customers sufficient time to locate the bus in a busy terminal when every other bus company is hogging the sidewalk. I was literally 10 yards from the pickup point with my eyes searching for a GIANT GREEN BUS.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/20/2025

  Hello, 

  If passengers were waiting inside the terminal, the driver does not go inside to get passengers. ALL passengers must be waiting outside the Terminal at the stop as it does indicate that. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22899101
  
  Again, I was literally less than 10 yards away from the *normal* bus pickup point at ******** E.
  
  What is even more concerning to me is Peter Pan's evident disinterest/non-concern in learning how a longtime customer who is familiar with how this bus company operates at ****** *****"missed" seeing a ******** ***** bus while waiting from ~3:15 until 3:55 between 0 and 10 yards away from the pickup point. Not once have you signaled any interest in understanding how that happened in order to prevent it in the future.
  
  Evidently you think I must have gone to the bathroom, or was on my phone, or was enjoying a beer in the bar...
  
  So believe whatever you want you got my money, didn't you.
  
  ***** *******

  Business Response

  Date: 02/27/2025

  Hello, 
  
  We cannot issue a refund but the best that we can do is issue a credit for the ticket into a Peter Pan Perks Account for future travels. 
  
  That is the best that we can do. 
  
  We can apply the amount of your ticket purchase into a Peter Pan Perks account for future use. This credit will be valid for one year from the date applied. Please note that this travel credit will not apply to any additional fees. 
  
  
  Please go to our website, **************************************************************************** and "Create an Account and you will be enrolled in our rewards program. Please confirm to us that you have created an account, and we will issue your credit for you. 
  
  
  If you havent created an account:
  
  1. Please go to our website, **********************************************, and "Create An Account"
  2. Please make sure to reply within 7 days from the email date to confirm your sign-up so we may issue your credit.
  
  If you already have an account, please send the email address associated with your Perks account. 
  
  Sincerely,
  
  Alexa | ************* Manager
  **********************

  Customer Answer

  Date: 02/28/2025

   
  Better Business Bureau:
  
  Re: complaint ID ********

  The gesture is fair but it's been evident to me during this exchange that the business is not concerned with the causes behind this nor how to mitigate them in the future.
  
  While it may not be the fault of the bus company that the *** imposes restrictions on arrival/pickup at airport terminals, it isn't the customer's fault either. If a longtime customer, familiar with the schedule, terminal and pickup point, can so easily miss seeing the bus, then there's a problem with the business model, period.
  
  I suggest that Peter Pan management and operations spend a concerted few days studying the conditions outside that Terminal to see for themselves just how chaotic and disorganized that area is at peak hours with several bus companies operating there. Then perhaps it wouldn't be such a surprise that a customer could be left stranded and wondering how on earth a 30,000lb bus came and went without them seeing it.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/10/2024

  Type:Delivery 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.

  Hello, I booked a trip (order number *******) and a return trip (order number *******) from *********, ** to ********, ******** on 11/3/2024 for 4 individuals. The departure was 11/16/24 and the return was 11/17/24. I received a confirmation with the date of 11/16/24. When I arrived at the bus stop and the bus driver scanned my ticket it said my pass was expired and that the trip was 11/10/24. I reviewed my confirmation email and confirmed that the date was 11/16/24. I attempted to call customer service and they were not open at the early hour. I had tickets to a show so I was forced to drive. I called customer service to request my refund. They eventually refunded my departing trip but will not refund my return trip. I did not need a return trip due to an error on there part. I have spoke with Cassidy and Alexa (manager) and they are refusing to refund the return trip citing that I could have been on that bus. But that makes no sense. I was not able to use the bus because of a glitch in there system. The total was $163.96.

  Business Response

  Date: 12/10/2024

  Good afternoon, 

  Passenger ******** ****** was issued a refund for both of her ticket orders and was notified via email of this. 

  Passenger was refunded back to the card she used to make both ticket purchases. 

  Ticket Orders: ********* & **********

  Customer Answer

  Date: 01/09/2025

  
  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:12/05/2024

  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.

  On Wednesday, November 27th 2024, I took a Peter Pan bus from *************************** in ***, destination ************. In the past when I have traveled Peter Pan, it's been on a Peter Pan marked bus - this bus was a non-descript white bus, which is unusual. I didn't think much of it, until the bus broke down on the ** Turnpike. The bus driver first told us that another bus was en route and would be to us in 30 minutes. Then, 45 minutes later, the bus was "15 minutes away". A full 2 hours after the bus had broken down, still no bus. Ultimately, I had to have my family drive from ** and pick me up on the side of the interstate. I reached out to Peter Pan, and they refuse to refund my credit card for the trip, only to give me credit towards another trip. It is ridiculous that they won't give a refund when they so clearly failed to live up to their side of the contract. See the attached picture - the tow truck got to us long before the replacement bus did (if it ever did, I actually don't know). The fact Peter Pan will not give a refund for this catastrophe is pathetic, and essentially fraudulent. Beware when traveling with them.

  Business Response

  Date: 12/05/2024

  Our team was investigating what happened on this trip & ensuring we had all of the proper details.

  A refund has been issued.

  Customer Answer

  Date: 01/09/2025

  
  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,
  
  Noah Beatty

• Initial Complaint

  Date:12/02/2024

  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.

  On 11/2/24, I purchased a refundable Peter Pan ticket to be transported from *********** to ****** on 11/27/24. I was planning to visit my sister for Thanksgiving. I was unable to go as she is experiencing a new onset medical emergency. Currently, she is experiencing severe lower back and left leg pain - attributed to sciatica. She was not able to have me visit. She was evaluated in the emergency room on 11/23/24 and by her PCP on 11/26/24. Peter Pan Bus is requiring that I upload her medical documentation. I do not have access to her medical records. Nor would I feel comfortable doing so as it could be a HIPPA violation.

  Business Response

  Date: 12/02/2024

  This is not Peter Pan's refundable fare but rather trip insurance provided by *************

   

  All claims must be handled via their site - medical information to confirm the reason for the missed trip is required by them to get reimbursement.

   

  This is a 3rd party service & not handled by peter pan

   

  More info can be found at **************************

  Customer Answer

  Date: 12/03/2024

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

  I purchased insurance as I was under the impression the ticket price could be refunded in an *********************************** learned.  Don't ever purchase tickets in advance from this company.  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/25/2024

  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.

  22NOV2024 = Date of Service ************* ** = ************************ ** = Arrival 1700 PM = Departure Time 2130 PM = Arrival Time Driver pulled over at rest area stop after driving 4 hours, to announce he had exceeding his allowed hours on the road. He called for a backup driver multiple times with no answer. After eventually making contact, passagers were advise their would be a 40 minute wait, after he was able to reach an individual. The man arrived around 2240 PM. After driving for thirty minutes the new driver pulled over at a rest stop and announced he had exceeded his hours on the road. A passenger questioned the driver reasoning for coming if he had no hours, resulting in him continuing the drive to ** after a 10 minute wait. The bus arrived at ************** in ** at 1213 AM. When passagers and I questioned the unprofessional behavior, the driver became belligerent while struggling to speak English. This company has caused emotional distress on my body, resulting in me needing to seek treatment for my PTSD at the **.

  Business Response

  Date: 12/14/2024

  Hello, 

  Upon looking into this we do see that the passenger did purchase these tickets through ******* which is a third party website that sells Peter Pan tickets. Peter Pan bus lines cannot issue a refund due to the ticket being purchased through Megabus. 

  As we understand that passengers have time sensitive plans, we would like to offer the passenger a credit into a Peter Pan Perks account for 20% of the ticket purchase as the passenger did travel and complete their trip with Peter Pan. 

  If the passenger would like this, they would need go to our website, **************************************************************************** and "Create an Account and they will be enrolled in our rewards program.

  When they created an account, they can reach us at ************************************************* with the email that is associated with the account and we can go ahead and issue that credit. 

  Thank you!

  Customer Answer

  Date: 12/16/2024

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

  Both drivers informed all passengers the company was aware of both drivers exceeding their road hours. The drivers used profanity and tones were threatening when both were questioned on why they even volunteered for the work if unable to drive. Due to the companies greed and negligence, I failed to report for government orders, due to missing my flight. I felt I was kidnapped and I fear for my safety, due to the behavior of the drivers and the company. I will seek legal advice next,  if this matter is not resolved timely, and will be seeking compensation for pain and suffering. 

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

  Business Response

  Date: 01/02/2025

  Hello, 

  Again, Peter Pan Bus Lines cannot issue a refund a refund that was not made on the Peter Pan site. 

  The passenger ticket was purchased through Megabus who took the transaction. Peter Pan is the carrier but Megabus is the ticket seller. 

  As we understand that passengers have time sensitive plans, the passenger did complete their travel with Peter Pan. We can offer the passenger a credit into a Peter Pan Perks account for 20% of the ticket purchase as the passenger did travel and complete their trip with Peter Pan. 
  
  Please go to our website, **************************************************************************** and "Create an Account and they will be enrolled in our rewards program.
  
  When they created an account, they can reach us at ************************************************* with the email that is associated with the account and we can go ahead and issue that credit. 
  
  Thank you!

   

   

  Business Response

  Date: 01/02/2025

  Hello, 

  Again, Peter Pan Bus Lines cannot issue a refund a refund that was not made on the Peter Pan site. 

  The passenger ticket was purchased through Megabus who took the transaction. Peter Pan is the carrier but Megabus is the ticket seller. 

  As we understand that passengers have time sensitive plans, the passenger did complete their travel with Peter Pan. We can offer the passenger a credit into a Peter Pan Perks account for 20% of the ticket purchase as the passenger did travel and complete their trip with Peter Pan. 
  
  Please go to our website, **************************************************************************** and "Create an Account and they will be enrolled in our rewards program.
  
  When they created an account, they can reach us at ************************************************* with the email that is associated with the account and we can go ahead and issue that credit. 
  
  Thank you!

   

• Initial Complaint

  Date:09/16/2024

  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.

  Purchased a ticket and didnt get the service or the transportation

  Customer Answer

  Date: 09/16/2024

  The bus never arrived , or arrived late. I was told to go to another location or purchase another ticket. So I purchased another ticket for the next day. 

  Business Response

  Date: 09/17/2024

  Hello,
  
  Passenger trip on 9/15/2024 from ********* to ******** at 8:00am did arrive. Bus 7037 arrived into ********* at 7:51am and departed out of ********* at 8:11am with passengers on board. Peter Pan Employee would did not tell passenger to go to a different location as the only place we service to is ******************* in ********** 
  
  Passenger refund request is being denied as the bus did show up at 8:11AM.

• Initial Complaint

  Date:09/10/2024

  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.

  Peter Pan changed my bus schedule and pushed it back 2.5 hours. They knew in advance the schedule changed and did not inform me. Me and other customers were stuck waiting outside a bus station with no customer service to tell us the bus had been delayed. They could have emailed me, put up a sign on their stand in the bus station, called me, done anything more. The complaint is that they knew my schedule changed and didnt inform me which negatively impacted me by :1. Wasted my time - I would have gone later. 2. Made me pay for a more expensive **** because it was early in the morning. 3. Missed my train connection - could have bought another train ticket if I had known it was late. 4. Had to deal with extra meals due to the lengthened timeline. I want reimbursement for the ticket and a meal. I am still paying extra for my time, the ****, and meals during it.

  Business Response

  Date: 09/10/2024

  Good morning, 

  Passenger ******* ***** originally had a trip from ******* to ********** on 9/04/2024 at 8:15AM. There was a change in Operations and that schedule bus was now running at 10:40M. 

  All passengers including ******* have been notified via email on 9/02/2024 at 12:25pm to their email (Attached is the email that was sent to ******* email). All schedule changes are also posted right on the Alert Page on our Peter Pan Bus website. 

  Passenger ******* ***** did take the 10:40AM (Attached is the change ticket that was used) and did confirm with us that he did take that bus. 

  Refund for ticket was denied as the passenger was notified in advanced and passenger did use the bus. 

  Customer Answer

  Date: 09/10/2024

  Complaint: ********
  
  I am rejecting this response because I was not notified of the change. I want to correct their statement that "an email was sent" to they "attempted to send an email". The problem identified here is that this email has me as a BCC recipient. A quick ****** search will tell you that BCCing recipients can cause issues. Why did the company have me in the actual recipients for all other communications and BCC on this important email?  The company should look at their operations and change this notice system. Moving forward, alert passengers of updates in individual emails addressed to them to avoid this. 

  
  Showing me a screenshot of an email is not proof of anything. Where are the email metrics like # delivered,# opened. Did you track that it was delivered to me? Did you track if I opened it? The answer to both is no.  It was never delivered to me. 
  

  Hidden on the website is not a good customer solution. Once I got to the bus station, there should have at least been a notice on the Peter Pan counter there wasn't.

  Again, I want to be compensated for my avoidable increased costs. My **** to the station was much more expensive at 7AM than 10AM would have been. I needed meals as my delay was 4 hours. And I wasted 2.5 hours that could have been spent elsewhere. I'm asking that you address this bad experience by refunding some of my costs.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/16/2024

  Hello,

  As a courtesy, we went ahead and refunded the ticket purchase for the used ticket in the amount of $35.99 to go back onto the card that was used to purchase the ticket with. 

  The refund will take 5-7 Business days to go back onto the passengers card. 

  Customer Answer

  Date: 09/23/2024

  
  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:08/29/2024

  Type:Sales and Advertising 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 tickets for two friends, from abroad, who were in the **, and wishing to travel from ******** ** to ***, and from *** to **********. I purchased both legs of the journey from peterpan scheduled for July 26, 2024. A few days before the travel date, I found out through Peterpan, that even though they sold me the tickets for two people going from ******** to ***, there actually did not exist a bus going on that route. In fact they do not service that route at all. The Peterpan rep who let me know that, re-issued me new tickets going from *** to ********** and said she would reimburse the portion going from ******** to ***. However I waited a bit for the refund and after realizing that I never got one, I wrote them via email. However they said the ticket was non-refundable, even though there was never ever going to be a bus going from ******** to ***. They fraudulently sold me those tickets on their website, and now won't refund me for them. In fact they are claiming via email that they reissued me new tickets from *** to ********** for free, even though I had already paid for these tickets ahead. How could they be free? I did not really need my tickets to be re-issued since I already had purchased tickets that were valid going from *** to **********. I need Peterpan to reimburse me for two tickets going from ******** to *** which amounts to $16. Also I am requesting that they remove the option on their website of traveling from ******** to *** since that amounts to misinformation, and specifically fraud if someone actually buys those tickets as I did. It's a fraudulent way for a company to make money off unsuspecting people like me who innocently buy tickets from their website. .

  Business Response

  Date: 09/20/2024

  Hello,

  Passenger *********************** did reach out to us about this. A refund for the amount of $32.00 on ticket order ******* (******** - *** portion) has been refunded back onto the card that the passenger used originally to purchase the tickets with. 

   

  Customer Answer

  Date: 09/20/2024

  
  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,
  
  ***********************