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Business Profile

Bus Lines

Islandlink Bus Services Ltd

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Islandlink Bus Services Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/09/2025

      Type:Product Issues
      Status:
      Answered
      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.
      ***** in providing refund.I have now followed all the requirements as at August 22, 2025 After this I received an email suggested it would take some time and perhaps I could rebook. Today i received an email saying it "takes some time" to close the account. It's been nearly 3 weeks I have no confidence my request to close the account has been completed and they are simply holding the funds until I forget about them.I need help in getting my refund.

      Business Response

      Date: 22/09/2025

      ***** in providing refund. I have now followed all the requirements as at August 22, 2025 After this I received an email suggested it would take some time and perhaps I could rebook. Today i received an email saying it "takes some time" to close the account. It's been nearly 3 weeks I have no confidence my request to close the account has been completed and they are simply holding the funds until I forget about them. I need help in getting my refund.

      Good Day BBB,

      On Sept 10, this passenger was refunded the full amount.

      She was entitled to $51 and has now been refunded the full amount.  Her account has now been closed as a result of the refund.

      She held a credit on her account but chose to close her account.  So her account is now closed.

      This individual agreed by placing a check **** in the box at the time of booking that she was aware there is no-refund if cancelled but a credit issued on account.

      She was also unaware that she booked the front seat.

      My letter dated July 25, 2025 to this individual.

      Good Day Sandikea,
      We have looked into your booking and cancellation.
      When you originally booked, you reserved the front seat and that is a $10 fee.
      At the time of booking, you are alerted to the fact that there is no refund for the front seat booking.
      Your $55 fare was charged at $65 because you reserved the front seat.  When you cancel, the front seat is not credited but the $10 is forfeit.
      Below is what you agreed to at the time of booking.
      Your ticket involved travel between ****** and ********** so there are two tickets involved and the cancellation fee will be $4 so $14 was the cost to cancel the reserved seat.
      We make every effort to provide the needed information at the time of booking.
      You now hold a $51 credit in your 'my iPOINTs' folder and this will be applied automatically to your next booking.
      Kind regards,
      **** ******

      This individual then proceeded to request her account be closed. Done.

      The format of this message has been lost but it states clearly - we do not refund.

      You have 12:28

      minutes to click the green "Proceed to Secure Pages" below and complete your transaction.
      Please note our Cancellation Policy: Cancelling a ticket does not refund your credit card. Once purchased, this ticket may be cancelled anytime before midnight on the day before travel. If it is cancelled, the ticket price, minus the cancellation fee, minus the reward given when the ticket is purchased will be credited (iPOINTS) to your online Island Express Bus account, for future travel purchases. Cancellation can only be done online.
      Children under the age of nine years will not be boarded on our bus services.
      No pets are allowed on any Island Express Bus vehicle.
      We do not carry bicycles or surfboards on our buses, as unfortunately there is insufficient space.
      I have read, understand and accept the following Usage Policies:
      The Island Express Bus Cancellation Policy
      The rules regarding children, pets and bicycles
      The Island Express Bus COVID-19 policy, which states:
      We no longer require proof of vaccination to be shown to the driver
      Wearing a mask on the bus is now optionalPlease check here if you agree -    Yes 
      (If you do not agree, this ticket purchase will not be completed)
      If you intend to pay by Debit ***** please click on the
      Credit Card option on the following page.

      We encourage this individual to read the fine print when they make any future bookings on any transportation system.

      All the best,

      ****

    • Initial Complaint

      Date:28/07/2025

      Type:Product Issues
      Status:
      Resolved
      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 booked a bus ticket return trip for me and my sister who is coming from ******. Within 24 hrs I canceled as plans had changed. I never received my refund and they want to issue points. As it is a European guest we won't ever be able to use the bus again. It wasn't clear at booking I would only be given points back. This is absolutely disgusting as the plans were changed within 24 hrs. They are scamming people. The conditions were only stated after the booking confirmation.

      Business Response

      Date: 08/08/2025

      Today, we will be issuing a refund and closing this account.

      It will take 3 to 5 business days for the refund to appear in their records.

      Thanks

      Customer Answer

      Date: 08/08/2025

       
      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. if possible I would like my file to remain open just until I receive my refund.

      Sincerely,

      ***** ********

    • Initial Complaint

      Date:05/06/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      12th May 2025 Paid $118.00 for a bus ticket, money taken from ***** An issue on their website meant that ticket not issued and stayed as 'pending'.Advised by company to buy another one, which I did for the same price, and they said they would refund the original amount and the situation would be investigated.There has been no refund. They deny having any number to call to discuss. They say to check my account as they are not able to tell me if or when a refund will be issued. They have not responded to my last email. Their ****** reviews are full of disgruntled customers.

    • Initial Complaint

      Date:07/08/2024

      Type:Product Issues
      Status:
      Unanswered
      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 fare going from ******* to ******************, returning from ****************** to ******** last year. The purchase was made by credit card, and taking into account a few adjustments was purchased in segments on Sept 7 (two purchases that day) Oct 3 and Oct 4/23. The combined total that I spent was $100.28.I emailed them on Oct 2/23 to cancel the trip. At that time I was informed that the credits would remain on my account for a long time. This year, on June 23rd/24, I let them know that due to fallout regarding a death in the family, I would not be using the credits and would like a refund. They told me I would have to close my account and then I could have a refund, which I did request to do that same day. (Account number is ********** June 25th, I received this email from them: "Your request has been submitted and will take some time to process. ******"On July 4th, 10th, and 29th, I've asked how long I should expect it to take, and they just keep giving me variations on the theme that they will "send a request."I would just like them to process my refund. Thank you for your input on this.

    • Initial Complaint

      Date:25/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 booked an islandlink bus to ******* and I went very early to the bus stop to wait. I waited for over 2 hours and the bus never showed up. I emailed island link and the customer service said that it came and I mustve missed it and I was sure it didnt because I got there early. I was very distraught because I needed to be in a ******* that night and I ended up having to last minute rent a car and it was very expensive. Islandlink link then left me a message the next morning that the bus driver did in fact not show up and they would refund me and penalize him. They credited my account 86$ and they explained I have no access to these funds unless I request my account to be canceled by email and then I will be refunded. So I requested by email and I received no response. Ive sent 3 more emails since then and still no response. I would like my money back and I am very annoyed with the customer service or this company. I will attach screenshots of our emails.

    • Initial Complaint

      Date:05/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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 via Island Link's website for a ride to ******** initially looking for a Friday (November 10th) At the time, they did not have that date available, so I shifted some work around and purchased for Thursday. The next day (Wednesday, November 8th), I noticed there was now a trip on the Friday and the shift in date wasn't ideal. I emailed **** at Island Link and was unable to cancel the ticket, as it was 24 hours prior to the trip, and they have no phone number for urgent matters, so I did not hear back until it was too late to cancel. I purchased a new ticket and continued my trip as planned.On my way back, I spoke to either **** or *** at the BC ************** and they confirmed that if I were to cancel my account, the remainder can be refunded as their policy is Credit Only. On December 1st, I made a request to cancel my account. On December 6th, I received an email confirming the refund was being processed. On December 14th, I asked for an update and had been communicating with **** primarily, however, I have not received any response since that date.

    • Initial Complaint

      Date:06/12/2023

      Type:Product Issues
      Status:
      Answered
      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 bought a ticket for 65 dollars in June 2023. They said it would be refunded in six to eight weeks. It's been twenty weeks and they just ignore me. I bought another ticket recently and they took the money 100 from my bank but gave no ticket and will not answer me about a refund.I just want my money, I'm on disability and it's Xmas I don't have a lot of spare funds.

      Business Response

      Date: 07/12/2023

      The refund has already been made.


      Phillip *************

    • Initial Complaint

      Date:08/09/2023

      Type:Product Issues
      Status:
      Unanswered
      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 had booked a fare to Tofino on their bus for June 13, 2023. The highway was closed due to wildfire and I cancelled the bus trip on June 12. Their cancellation policy is to credit the customer's "*Points" account, which was done. Their website indicates that an *Points account can be cancelled in writing (email) and any remaining *Points balance will be refunded. I sent an email request to indicate that I was cancelling my account and to please refund the *Points account balance. They responded within a day that they were sorry to lose my business but said nothing about the refund. I subsequently have sent 3 emails to the address on the website (the same address as the first correspondance) but they have not responded in any fashion. This has been almost three months. The $ amount is not my issue, although I expect a refund, it is their silence and non-responsiveness to my request that is very unprofessional. I have followed their instructions to cancel the account but they are ignoring me. If this is the way they are treating customers who request a refund of funds paid, then they should be noted on the BBB so that others will think before using their service.

    • Initial Complaint

      Date:30/08/2023

      Type:Product Issues
      Status:
      Unanswered
      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 recently moved to ****** and I live in ****** . I needed to travel to ******** for my medical exam I booked a return bus with Island Link bus services they later cancelled my bus . Untill now there is no refund . I have sent several emails they said they will refund but they havent . I am still settling and I cannot afford to be ripped off $175 I need help getting my refund . They are the ones who cancelled the two trips and they are not refunding . I later logged into the account and cancelled as instructed on the website I got points I wrote to them that I needed money not points and am awaiting no response . Please help me as I need money at this point in my settling process.

    • Initial Complaint

      Date:28/08/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      My husband and I had tickets from ******** to ****** on Tuesday, **** 6, 2023. On the day of our trip, we took the Islandlink bus to ******* where we were to transfer. When the ****** bus driver arrived, he told us the highway had been closed due to a forest fire. We asked about our options, but the driver didn't know. A second driver going to ******** said he would charge us cash to return to ******** then left, so we were stuck in *******. The ****** driver said he would try to take us to ****** the next day. Our only assurance was a check **** on a piece of paper the driver had to indicate that we wanted to go the next day. We immediately emailed the company for official confirmation and hours later we were reissued tickets for **** 7.On Wednesday, **** 7, we went to catch the ****** bus but it never showed up. A driver heading to ******** agreed to take us and other passengers who had just come from ******** on their way to ******. None of us had heard anything from the company to indicate that the busses to ****** weren't running.On Thursday, **** 8, the company emailed to say they would offer refunds for cancelled trips, but did not provide a timeline. I requested a refund and the timeline. The company said the refund would be provided within 4-8 weeks, but after more than 11 weeks we still haven't received anything. I have followed up multiple times and the company has said that they have many refunds to process; however, we were on the first bus that was cancelled, so should have received one of the first refunds. We had to make multiple cancellations due to the fire and all other businesses refunded us within 48 hours. We would like a full refund but suspect the company is not actually refunding anyone. We are making this complaint in the hopes that we do get a refund and also to warn others ******* **** ******* *** ** ***** ******** ******** **********

      Business Response

      Date: 29/08/2023

      The customer was promised a full refund at the outset of this very difficult road closure problem, and this refund has been processed.

      Customer Answer

      Date: 30/08/2023


      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,

      ***************************

    Islandlink Bus Services Ltd is NOT a BBB Accredited Business.

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