ComplaintsforFullington Trailways, LLC

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 23rd I had a ticket (********) for a bus departing Port Authority at 7:15. The ticket was purchased from Fullington Trailways. The bus was over an hour late in arriving at the terminal. We were not informed the cause of the delay, nor where we informed of or when the bus would be arriving. The bus did not depart until 8:25, over an hour late, and I reached my destination over an hour late causing me great inconvenience. I requested a partial refund due to the extreme lateness and lack of communication and inconvenience . The customer service at Fullington Trailways has been unsatisfactory. First they told me that airlines do not refund for late departures, which is untrue. Then they told me that the late departure was due to faulty equipment, which should be refundable since it is on their end, but simply responded to my request with REFUND DENIED. I would therefore like to file an official complaint against this company which not only inconveniences customers with late departures but refuses to offer even partial refunds on serious breaches of schedule. I paid 87 dollars for my ticket and I think it is fair to request a 30 dollar refund due to the great inconvenience caused by the bus company at the expense of their customers and their schedules.

  Business response

  02/07/2023

  To Whom it Concerns,
  
  Standard refund procedures are as follows:
  Customer calls or goes to our website and submits a form.
  An internal team of managers reviews all refund requests along beside set factors:
  A. What type of ticket was purchased.
  B. Schedule Status (such as roads closed due to snow, or complete machine failure, etc.)
  If the roads are closed and we are forced to cancel a schedule that is no ones fault but mother nature’s is an example.
  Complete machine failure that causes the schedule to be cancelled on our part.
  
  Once those things are reviewed an email is sent with a general Refund decision.
  
  The refund application by the passenger was denied for the following reasons:
  A. Ticket purchased was bought as a non-refundable fare
  B. Passenger still traveled the entirety of their journey, yes it was delayed by an hour but the schedule ran to completion. The possibility of time delays is not uncommon on any form of public transportation.
  
  The bus was late in arrival, due to a tire with less than safe and optimal air-pressure discovered in the pre-trip. Unfortunately there is no communication of such things at terminals we do not own or staff, which often times leaves passengers for all carriers in limbo for information.
  
  Last thing of note was the customer had requested a full refund against this complaint, via email and phone to multiple people. This request was processed as it should have been by the set procedures that team has to work with.

  Customer response

  02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The bus was over an hour late in getting me to my destination due to faulty equipment on the business' end, i.e. low pressure on a tire. The lateness of the bus was NOT due to closed roadways, traffic, weather or any condition that was beyond the business's control. Buses and other transportation runs on schedules, and when a passenger reaches their destination over an hour after the scheduled time, and it was not due to uncontrollable factors but instead because of faulty equipment on the transportation agency's end, a partial refund should be applied to the ticket just as it is on airlines, public transportation, other bus lines, etc. Therefore I am rejecting this response and requesting a partial refund on my ticket from that day. I feel that 30 dollars is fully fair for a refund on an 87 dollar ticket due to the severe inconvenience caused to me that day due to the bus company's faulty equipment and lack of communication with their customers. 

  Thanks very much for your consideration and attention to this. 
  
  Regards,
  
  ****** *******

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