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:06/11/2025

  Type:Delivery 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.

  Order # ******* was purchased by my underaged daughter from her minor **************** account. Multiple trips were booked from Peter Pan. We were visiting ******** and one trip departed at 6:05am, the problem was there were no cabs that run that early in that vicinity. It is not an our problem, Peter Pan should not schedule buses to depart that early when the only form of transportation is a cab and there are no cabs. I am requesting a refund on behalf of my daughter. It was a stranded area. We had to rely to walking the highway and taking another route. The 6:05 am bus was to arrive early enough to catch the 9:05am bus from ******* to **********.

  Business Response

  Date: 06/12/2025

  Hello, 

  All tickets are non refundable as disclosed during the ticket purchase. If the passenger missed the bus, they do need to purchase a new ticket. This is agreed to in the Terms and Conditions that were read and the tickets were purchased. 

  Peter Pan Bus Lines, is not responsible for how the passengers get to their bus and it is the passengers duty to find reliable transportation to get to their bus departure location in time. 

  At this time, Peter Pan Bus Lines cannot issue any compensation for this passenger missed bus as the Peter Pan Bus did run on time as scheduled. 

  Sincerely, 

  Alexa | ************* Manager
  **********************

  Customer Answer

  Date: 06/12/2025

  Complaint: ********

  I do not accept the business response:
  because they have buses running at times where to get there would be by cabs or local buses. Cabs are not available so early and local buses are not reliable either. Also, non-refundable regulations should not be applied to minors' bank accounts because this is a way of ripping their funds away. A 17 year old is still a minor but according to Peter Pan, they are charged as adults.

• Initial Complaint

  Date:06/04/2025

  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 purchased a ticket with Peter Pan Bus Lines on June 2 but was unable to travel because I tested positive for COVID-19 on June 3, just before my trip. I developed symptoms including fever, sneezing, runny nose, and coughing. To protect others and in accordance with the ***************************************** guidelines, I chose to self-isolate even though isolation was not mandatory. I felt it was my moral and civic duty to prevent the potential spread of COVID-19.COVID-19 is a highly contagious disease and poses a significant public health risk. I understand that tickets are generally non-refundable, but in this case, I believe it is unreasonable to strictly enforce that policy without any flexibility. I requested at least a travel credit for the unused ticket, but Peter Pan Bus Lines has refused any form of accommodation or refund. They showed no regard for public health and safety in this situation.This was entirely beyond my control. I strongly believe that the company should take responsibility for the safety and well-being of passengers and the wider community by offering at least a travel credit or similar accommodation for future travel.

  Business Response

  Date: 06/04/2025

  Hello, 

  This passenger did write into on 6/04/2025 stating this. A refund was denied as the passenger did not purchase the refundable fare. Peter Pan is not able to issue a refund as all tickets are non refundable as disclosed during the ticket purchase. 

  As we understand this is out of the passenger control, Covid has been around for more than a year and that is why we offer a refundable fare option. 

  The passenger was offered Peter Pan Perks account for future use. This credit will be valid for one year from the date applied, our standard reissue fee and transaction fees associated with your original purchase will be deducted from the cost of the ticket. Please note that this travel credit will not apply to any additional fees.

  Please see the screenshot of the reply we sent to the passenger with this offer. 

  Thank you!

  Alexa | ************* Manager
  **********************

  Customer Answer

  Date: 06/04/2025

   
  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,
  
  Xinfang **

• Initial Complaint

  Date:05/20/2025

  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 am filing this complaint against Peter Pan Bus Lines for a mishandled trip on 04/27/20, ticket #*******, from ************* **************** to *******I arrived on time at Gate 69 for my 6:00 PM departure. A Peter Pan employee scanned my Boston ticket and told me to board his bus. That bus ended up being for Worcester and broke down after 4560 minutes of slow travel. We were left waiting on the roadside (********************, ********) for about an hour before being transferred to another bus. Eventually, I was dropped off in **********, ** at 1:20 AMnot ******, my ticketed destination.When I told the driver I was supposed to go to ******, he said that wasnt his problem and told me to use ***** I had to request a Lyft at 1:30 AM, which cost $64.99, just to get home safely. Due to the long delay and being stranded far from my actual destination, I also had to purchase food (receipt available).I followed the instructions I was given by Peter Pan staff. This was not a mistake on my part. Despite this, Peter Pan has only offered me a $20 credit or partial fare compensation for WorcesterBoston, refusing to reimburse the Lyft or acknowledge the situation fully. They have since stopped responding to my emails.I am requesting a refund for the trip and reimbursement for the $64.99 Lyft. I have receipts available and am happy to provide further documentation. I believe this is fair considering the mistake began with Peter Pans own staff and left me in a difficult and unsafe position.Thank you.

  Business Response

  Date: 05/21/2025

  Hello, 

  In the Terms & Conditions that the passenger read and agreed when they made the ticket purchase does state "Departure dates and times are subject to change. Carrier is not responsible for delays in connections caused by conditions beyond its reasonable control including, but not limited to, breakdowns, equipment failure, accidents, and road, traffic or weather conditions. Departure times are approximate. We reserve the right to modify schedules for operations and DOT requirements. Carrier shall not be liable for, and expressly disclaims responsibility for, any loss, damage delay, or expense arising as a result of such condition." The passenger chose to take a Lyft, when a relief bus on it's way to pick up the passengers.

  The most that Peter can do is issue a credit of $20.00 into a Peter Pan Perks Account. 

  Sincerely, 

  Alexa
  Customer Care Manager
  Peter Pan Bus Lines

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23351953
  
  I am rejecting this response because:
  

  Thank you for the response, but I believe Peter Pan is mischaracterizing the issue.
  
  I fully understand and accept that delays and breakdowns happen, and I did not dispute that. However, this was not simply a weather or mechanical delay beyond their control. The core issue is that I was personally directed by a Peter Pan employee at ******* in ******** to board the wrong bus one not going to ****** even after I confirmed my destination. He scanned my ticket to ******, said yes, and told me to board and sit anywhere.
  
  That error is not covered by the disclaimer they quoted. It was a staff mistake, not a weather or traffic issue. As a result of being sent to the wrong bus, I ended up delayed for hours and dropped off in **********, ** at 1:20 AM, not ****** my actual destination.
  
  At that hour, I had no safe or reasonable alternative, and I had to take a $64.99 Lyft just to get home. This was not a choice, it was a necessity due to being left stranded. I also had to purchase food due to the delay, another unplanned expense.
  
  Peter Pan has offered only a $20 credit, which is not an appropriate or fair resolution given the circumstances and the clear role their staff played in this problem. Their employees error directly led to my experience including the Lyft cost and I respectfully request reimbursement of that amount.
  
  Thank you for your continued attention to this matter.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/22/2025

  Hello, 

  That bus did go to Boston. Bus 7047 arrived into Boston at 11:35pm as confirmed with Operations on 4/27/2025. There were a lot of passengers that were getting off in Boston as well. 

  We are sorry but we cannot issue any compensation for the **** as that bus did make it to Boston.

  Please see the attachment of the bus GPS. 

   

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23351953
  
  Thank you for the update, but I respectfully disagree with Peter Pans position.
  
  They claim Bus 7047 arrived in ****** at 11:35 PM, but I was not on that bus when it arrived in ******. I was personally directed by a Peter Pan employee at ******* in ******** to board a bus, he scanned my Boston ticket, and I followed his instructions. That bus experienced a breakdown, a long delay, and finally dropped me off in **********, MA not ****** at 1:20 AM, long after their reported 11:35 PM arrival.
  
  When I spoke to the driver at the end of the trip and showed him my ticket, he told me directly:
  Im not going to ******. Use ***** Thats not my problem.
  
  At that point, I had no choice but to pay $64.99 for a Lyft home. I was 50+ minutes away from my destination at 1:30 AM, alone, tired, and had to work early the next day.
  
  The company is now focusing on where the bus went instead of where I was taken and dropped off, which feels dismissive of the actual customer experience. This was not a case of misunderstanding a schedule it was a failure in passenger handling, and I have consistently explained this.
  
  I am simply asking for reimbursement for the Lyft that became necessary due to staff misdirection and lack of assistance at the end of the trip.
  
  Thank you for your time and for reviewing this fairly.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/19/2025

  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.

  First name: ******** Last name: ***** Email: *********************** Phone number: ********** Ticket Type: Service Complaint Order/Confirmation Number: ******* Date of Travel: May 18, 2025 Departure Location: ******** Port Authority Arrival Location: **********, ** Trip Type: One-Way Subject: Late departure caused extra fees Description: My bus was scheduled to leave *** heading to **********, ** at 7:30pm. Unfortunately that bus did not depart until 9pm. I understand it was the last bus for the evening and that a bus coming in from D.C. was stuck, but it was very frustrating to be on a hot bus waiting for an hour and a half. I had a ride scheduled to pick me up in ********** upon arrival. We did not arrive to ********** until 1:40am, which incurred me an additional 23.99. I sent an email to your customer care team and received a quick and very dismissive reply stating your policy is tickets are non refundable and that Peter Pan is not responsible for traffic, accidents etc. I do not believe it is fair that I have had to pay additional charges based on your managements call to hold my buses departure to WAIT for another bus to arrive. Peter Pan has inconvenienced over 30 people and I'm sure I'm not the only complaint.

  Business Response

  Date: 06/01/2025

  We are very sorry for the delay in reaching your destination.
  
  Unfortunately there are certain conditions that are beyond our control such as weather, traffic, and accidents. And even though our drivers are experts at finding alternative routes, sometimes its not possible to get to the destination without delays.

  Please be aware that per the terms & conditions that was read and agreed to does state: Departure dates and times are subject to change. The carrier is not responsible for delays & connections caused by conditions beyond its reasonable control including, but not limited to, breakdowns, equipment failure, accidents, and road, traffic, or weather conditions.

  While the ticket was agreed as non-refundable and the trip was taken, unfortunately, at this time we would be unable to warrant any compensation at this point in time.

  Sincerely, 

  Alexa | Customer Care Manager
  **********************

  Customer Answer

  Date: 06/02/2025

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

• Initial Complaint

  Date:04/14/2025

  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.

  Took Peter Pan bus on 4/11 from *** to ****** (supposed to be 3 pm to 7:30 pm). The bus was extremely late. It was highly delayed leaving *** (left around 3:30 pm, rather than advertised 3 pm) and highly delayed arriving in ****** -- over an hour past the arrival time provided online. Also, it did not have working outlets, despite advertising online that the bus would have working outlets. I would like a refund on my ticket, because I would have taken a different bus if I had known that 1. it would not be punctual and 2. the outlets did not actually work. I paid ***** and would like a full refund.

  Business Response

  Date: 04/14/2025

  Hello, 

  This passenger wrote into us on this. 

  The bus for this trip departing ******** 22 minutes after departure (3:22pm) and arriving to ****** 45 minutes late (8:19pm). 

  In the Terms and Conditions that were read and agreed to when the passengers purchase the tickets does state that Peter Pan Bus Lines is not responsible for any delays that is caused out of our control. I am attaching a link to the Terms and Conditions below. 

  Click Here: **************************************************************************

  "********* dates and times are subject to change. Carrier is not responsible for delays in connections caused by conditions beyond its reasonable control including, but not limited to, breakdowns, equipment failure, accidents, and road, traffic or weather conditions. ********* times are approximate. We reserve the right to modify schedules for operations and DOT requirements. Carrier shall not be liable for, and expressly disclaims responsibility for, any loss, damage delay, or expense arising as a result of such condition. Accommodations for senior passengers or passengers with a disability, seating is on a first come/first served basis and is without regard to race, color, creed, national origin or any other protected characteristic. Customers are required to be at their departure gate at least 15 minutes prior to the scheduled departure time. **** is not responsible for late passengers."

  As for the outlets, Outlets and WiFi are free amenities that Peter Pan Bus Lines offer. Passengers do NOT pay extra for these amenitites. This has been reported to our Garage team who will inspect the bus. 

  As the passenger completed the trip, we are not able to issue any compensation for the ticket purchase at this time. 

   

  Sincerely, 

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

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23198471
  
  I am rejecting this response because:
  There is so much wrong with it.
  
  "********* dates and times are subject to change. Carrier is not responsible for delays in connections caused by conditions beyond its reasonable control including, but not limited to, breakdowns, equipment failure, accidents, and road, traffic or weather conditions. ********* times are approximate. We reserve the right to modify schedules for operations and DOT requirements. Carrier shall not be liable for, and expressly disclaims responsibility for, any loss, damage delay, or expense arising as a result of such condition. Accommodations for senior passengers or passengers with a disability, seating is on a first come/first served basis and is without regard to race, color, creed, national origin or any other protected characteristic. Customers are required to be at their departure gate at least 15 minutes prior to the scheduled departure time. **** is not responsible for late passengers."

  
  There were no delays beyond the carrier reasonable control. This is abjectly false. There were no DOT requirements at play. Moreover, there were no senior passengers or passengers with a disability slowing boarding. It was failure on the part of Peter Pan boarding many passengers who were MEANT to go to ************

  Next, I chose Peter Pan bus because it promised outlets, whereas not all buses do. If the outlets do not work, this constitutes false advertising. 

  I would like a full refund on account of the false advertising, or I will be forced to pursue legal action in Small Claims Court. 

  Business Response

  Date: 04/14/2025

  Hello, 

   

  At this time, we are not able to issue any compensation. Passenger is not paying for these amenities. It states, "All Peter Pan buses are equipped with Wi-Fi, power outlets, climate controlled air conditioning and heat, an on board restroom (towards the rear of the coach), reclining seats with headrests and tinted windows. Please note we reserve the right to supplement equipment which may or not have the featured amenities."

  We do not state that these are promising. 
  
  Thank you!

  Alexa ************** Manager
  **********************

• 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