ComplaintsforPeter Pan Bus Lines, Inc.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I receive Peter Pan Bus rewards and every time you complete a trip with Peter Pan, you earn "perks" (one dollar) that you can accumulate and apply towards a future booking. I attempted to purchase a ticket tonight with my $5 of accumulated perks and I attempted six different times, three times on my smart phone and three times on my computer. Each time the booking failed. When I deselected the option to use my perks, I was able to complete my booking. Peter Pan notoriously miscalculates perks and often shows that you have no perks, so for them to withhold rewards that I have rightfully earned feels criminal. They have zero customer service available to address these issues so customers just have to take it.

  Business response

  05/17/2024

  Peter Pan CS Manager ***** called & spoke with ****!

   

  This is resolved 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased tickets to travel but the bus was delayed several times so we had to purchase different tickets thru ********* com at double the amount, we should not have to pay for tickets that we could not use because the service was not working.

  Business response

  02/13/2024

  As previously stated via support request ******:

   

  Your ticket Order ******* that was purchased through ******* was for a trip from ******** to ************ departing at 3:00pm. 
  
  
  I checked the bus GPS records and it shows that the bus arrived into ******** ************** at 2:46pm and departed right at 3:02pm with passengers lifted onto the bus. 
  
  
  As the bus did arrive, we are not able to issue any compensation for your ticket order at this time.

   

  There were no delays on this schedule. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a ticket to go see my grandmother in ************ who has dementia. Its the holiday season and I wanted to see her because I dont know what the future holds. The first issue was I paid for my 2 year old daughter when she sat on my lap the whole time. Secondly, I mistakenly booked the return for the day after (12/31) when it was supposed to be for Saturday (12/30) I instantly called to switch and they refused and I got a credit plus had to pay an additional $20 fee. With inflation and everything going on right now I really do not have the extra money. And no one was trying to rectify the situation. Im hoping we can resolve this matter, as all I wanted to do was see my family for the holiday season and chose to ride Peter Pan as my way of transportation. I would really appreciate if I can in anyway be compensated with the $36 refund.

  Customer response

  01/03/2024

  The reissue fee is $20 so that it was Im really focused on . The 36 is just the ticket price . Please let me know if you need anything additional 

  Business response

  01/04/2024

  All tickets are non-refundable, reissue fees are required to be paid in order to change ticket travel time. The $10 reissue fee per passenger is charged for all changes. As the trip was taken & tickets used, we can not issue any compensation. There is no situation to rectify. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company didnt send me the ticket I booked and it was refundable but they didnt even respond to any contact regarding this. When I disputed this charge they denied the fact it was a refundable ticket and didnt offer any explanation

  Business response

  12/04/2023

  Can you please provide the ticket order number or the first & last name of the ticketed passengers? 

   

  All of our tickets are disclosed as non-refundable unless a refundable fare is added. If a refundable fare was added - the only way to get a refund per the terms is to contact us in writing at peterpanbus.com/request atleast 2 hrs prior to departure. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid to have my ticket changed, it showed I have a reissue credit. But then I was charged 24 dollars. I called immediately and asked for it be refunded because there was confusion. I tried to reschedule and get a credit. I spoke to Emily who is a manager and she was not helpful. I told her to keep my 37 just give me back my 24. She refused. I have rode Peter Pan since I was 10. The customer service representative was rude to me before I spoke to Emily. I had a terrible experience. I missed a wedding due to sickness and flooding in New York and I got no empathy from the employees.

  Business response

  10/02/2023

  *************** was explained the credit he saw & how it was applied to his ticket.  The original ticket  was $30 - he changed to a new date/time that was valued at $44. 

  *************** was charged the standard reissue fee of $10 plus the difference in the cost of the ticket. The total cost of the transaction (ticket plus reissue fee) totaled $54.  The $30 from the original purchase was CREDITED to the new purchase. 

  *************** was charged accordingly after the credit in the amount of $24 for his upcoming trip in November. There is no funds to be returned for the valid transaction that was agreed upon. 

  Customer response

  10/02/2023

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

     The way the wording of the website phrased the reissue was flawed.  I thought it asked for the credit card number to return the funds to it, not take from it.   I immediately called to rectify the situation your site said no one was available 1:29 pm in the afternoon est.  There was poor phrasing to be used on the website, and then say you want to keep money 30seconds after a transaction is not good business.  I would have rather you keep the first money I paid and give me back my 24.  You know there was a flood in NYC and I couldnt get to my bus.  

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

  Business response

  10/02/2023

  When passengers reissue their ticket - the app clearly displays the cost of the ticket, the credit APPLIED to the purchase & then totals the reissue cost & total charge.

   

  This is exactly what *************** saw prior to reissuing his ticket via our app. Credit card information was entered & customer did have to approve the cost prior to finalizing. This is a case of confusion on the end of ***************. The cost of the ticket was accurately calculated. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 ticket for 17 September 23. I had a death in my family so I was not able to travel. I emailed customer service and they said that I was able to change the dates if I were going to the same destination and they also emailed instructions. On 24 September I attempted to change the dates being that I was grieving this was when I decided to try to change the date. I was not able to so I reached out again to customer service via email and they said that I was not able to change the date so basically Im taking a loss of 140 dollars. I do not think its fair that I lose out on money for a situation that was not in my control a death happened here and ll I get is I cannot get my money back or even change the dates which I am willing to do. I feel that there was no compassion at all. I also feel that in certain situations where a person cannot fulfill the date of the reservation that a refund should be considered or a change in date. The order number is ******* and the tickets were purchased was split between The credit cards. I did want to change the date to 1 Oct if Possible. That is all I am asking and I am confused as to why a person has to go through so much just to get a date change especially after something as traumatic as a death.

  Business response

  09/26/2023

  Passenger wrote in to us on September 15th - passenger was advised tickets had to be reissued prior to departure 

  We will allow passenger to convert tickets to credit as a courtsey for future travel. 

   

  Our team has responded back to the passenger via their initial support request. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 27th, 2023, I was on a 1:00 pm bus from *** ************** to ****** for a 6:00 pm connecting bus to Barnstable, **. The *** bus was delayed almost an hour (arrived at 6:55 pm) so I missed my 6:00 pm connecting bus. There were no more Peter Pan buses running that evening. This forced me to purchase a ticket from another bus company ********************* for $30 (copy of the receipt attached). The next day I emailed Peter Pan bus company as instructed to open a case requesting reimbursement for the additional ticket I had to purchase. The company replied with a link to the site listing when/why refunds are made. There was NO reimbursement unless I had purchased travel insurance. I have since made numerous attempts (via email and phone) to contact the company but their customer service is HORRIBLE! Trying to call is next to impossible because they have one wait online and then connect you to an answering machine. I left messages on their machine and have not gotten a callback. The company should be responsible for giving me a refund as I missed the bus as a result of their delayed service and there was no other alternative for me to return home to Cape Cod from ******.

  Business response

  08/09/2023

  MS. ******************************* ticket has been refunded & our team resolved the situation as of 1:40pm today. 

   

  We have refunded Ms. ******************************* ticket in full in the amount of $26.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased bus tickets for 6/2 at 2pm. Peter Pan bus company canceled the 2pm bus and put us on the 12:15pm bus which did not work with our travel plans. Peter Pan's own policy states that the fares are only valid on the schedule, date, and time listed but they cancelled the bus at the time we selected and put us on an earlier bus. That notification also went to our spam folder so when we got to the bus station and saw that our bus was cancelled, we spoke to the folks at the Peter Pan bus desk and they told us there was nothing they could do. Therefore we did not "receive the goods and services" we paid for and we ended up having to purchase new bus tickets with another bus line. We also reached out to Peter Pan directly to resolve this and they would not help us. We tried to get this resolved at the bus station with Peter Pan representatives, we reached out to Peter Pan directly - both have left us with no resolution so the only thing we could do was to file this complaint.

  Business response

  07/27/2023

  Peter Pan authorized a refund of the ticket & resolved the issue with the passenger on June 25th.

  Our team will follow up on the status of the refund to ensure it is processed. 

  Customer response

  07/27/2023

   
  Complaint: 20383346
  
  I am rejecting this response because: There is no entry on my credit card statement showing a reversal of payment for this transaction. Provide proof of reversal of payment back to my credit card. I am also disputing the charge with my credit card company and the response from Peter Pan was that I was committing fraud and no refund has been offered and the issue is unresolved. 
  
  Sincerely,
  
  ***********************

  Business response

  07/27/2023

  Peter pan confirmed the refund was submitted on June 25th as shown in the attached document.

   

  Due to an error on the end of the bank, refund process did not complete the first time. Our accounting team re-submitted the ticket for refund today which was processed - screenshot for that is attached.

   

  Communication via support request #***** was with ******************************************
  
  
  
  

  Customer response

  07/28/2023

   
  Complaint: 20383346
  
  I am rejecting this response because: Yesterday, I saw the refund on my credit card account as pending. Today, it is no longer showing up as pending or posted - as if it was removed. I would like to get this resolved but it seems like someone is playing games.
  
  Sincerely,
  
  ***********************

  Business response

  07/31/2023

  The refund was processed  - any delay was on the passengers bank end. 

   

  We can confirm on our end it was fully processed 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 25, 2023 I bought a Peter Pan multi pass for 10 rides from South ******, ** to Hyannis, ** ********************** I planned to use the 1st ride on the same day by taking the 6PM bus from South ****** **** to *****************************. The 6 PM bus never arrived and I had to purchase a bus ride for $30 from the Plymouth and Brockton bus service. A copy of the $30 bus ticket order has been uploaded with this complaint. There was no Peter Pan resource to contact to inquire the whereabouts of the 6PM bus and since Peter Pan had no other later departures it was necessary to locate another means of getting home. My multi pass # is 23QJC, and you can see that I bought the pass the morning of July 25, 2023. A refund of the $30 extra cost to get home with the other bus service is requested to resolve this complaint.

  Business response

  07/27/2023

  Hello ******,
  
  
  We apologize for the inconvenience you experienced due to the lack of communication regarding the delay.
  
  
  As a courtesy for the inconvenience experienced, I have gone ahead & refunded the price of your commuter book while still leaving all 10 tickets active for travel. 
  
  
  Unfortunately, we are not able to refund services not provided by us but I hope this refund will help you feel confident choosing us as your transportation provider for your next trips. 
  
  
  In the coming weeks, our commuter program will be updated with a capacity-based system that will allow you to book your tickets right on the app & reserve your seat.
  
  
  Thank you again for contacting Peter Pan!

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 7/20/23, $72 - two bus tickets from ***-**.I bought two bus tickets with Peter Pan through Wanderu, and due to a website glitch, the date was changed. I didn't know this until I was about to try and catch my bus on Sunday 7/23 and the tickets were for a date in the past (Friday, 7/21) and were already expired. Wanderu does not offer customer support or refunds - it is up to the actual bus provider. There was no way to reach Peter Pan over the phone to get assistance as they are not open weekends, and I had to purchase last minute tickets on another bus line to get home. I reached out via email support (only option) and they did not seem to care or be willing to help and implied that it was my fault (it wasn't). There were no other buses I could try and take with Peter Pan.I tried calling customer care 7 times today during their published hours (8am-4:30pm) and after the greeting, it just hangs up on you. There is no one to talk to about the issue. The email customer support is cold and uncaring, and unwilling to refund my money despite the issue with the website. They are only offering a credit minus change fees which would amount to about half the ticket price. I want a full refund. The website glitch through one of their approved providers (Wanderu) is not my fault.

  Business response

  07/26/2023

  All Peter Pan tickets are non-refundable. The ticket was purchased on July 20th - terms and conditions of purchase (even through wanderu) do state Peter Pan tickets are non-refundable. 

  Passenger contacted Peter Pan two days after trip date - did not make any effort to contact us prior to the departure time on the ticket. 

   

  Passenger requested refund or credit - our team offered a credit minus the changes fees. 

   

  At this time as a one time courtsey - we can offer credit for the unused ticket purchase in the amount of $72. Please note that this travel credit will not apply to any additional fees. 

   

  Customer indicated via support request they would be open to this & confirmed the ***** account associated is *************************

  Customer response

  07/26/2023

   
  Complaint: ********
  
  I did reach out to Peter Pan before my trip was supposed to begin. My return trip was supposed to be 7/23 at 8:30pm not 7/21 as I have stated multiple times. I reached out as soon as I realized what had happened on 7/23 at 6:48pm (see attached screenshots). At that time, I opened the bus ticket to find the bus pickup address as I was getting ready to go catch my bus. Only then did I find out that due to the website issue I had encountered several times while searching for bus tickets a few days earlier, it had defaulted to the wrong date. I had a bus ticket to *** from ** on 7/21 (see attached). There was no way I would have selected the same exact day to return to ** just a few hours after I arrived.

  Wanderu does not process payment, Peter Pan does, so if there is an issue due to Wanderu's website, Peter Pan needs to be accountable for that and take responsibility for the vendor they choose to use. It leaves the customer with no protection whatsoever and this issue was 100% caused by the website. I repeatedly had to change from round-trip to one-way on Wanderu's site as it kept defaulting to that, and I needed to purchase two separate legs. If I could send a screen capture now, I could show you, as I am able to re-create the issue again today.

  I want a full refund, not a credit. If I get a credit, I still have to pay change fees which would amount to nearly half the ticket value which is unfair. If I get a full refund, I will drop this case immediately.

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

  Business response

  07/26/2023

  We are able to offer FULL CREDIT for the ticket as previously stated - this would not deduct change fees. The only fees incured would be processing fees upon submitting a new purchase (which we can not waive).

  We are not responsible for any issues in the userface on wanderu (i.e. changing from one way to round trip). Any issues on the wanderu site with purchasing a ticket must be reported to them.

  We are unable to issue a refund for this trip.  The total credit offered &  issued as previously stated would be $72 - this includes credit reimbursement for change fees & processing fees charged at the initial time of purchase.

   

  Customer response

  07/31/2023

   
  Complaint: 20375679
  
  I am rejecting this response because:

  Wanderu, which is one of Peter Pan's chosen service providers, has no ability to refund me for the issue caused by their website. It is unfair to place financial responsibility on the customer for an issue caused by a service provider that Peter Pan has chosen to work with.

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

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