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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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Islandlink Bus Services Ltd has 2 locations, listed below.

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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 type

    • Initial Complaint

      Date:31/07/2023

      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 was going to travel from Nanaimo to Victoria was on July 28th, at 10:45 am, and I was to arrive to Victoria at 12:45pm. On July 23rd, I sent a message to IslandLink through the Public Contact Form, stating that I had not received a ticket even though I had paid for one, and that I just wanted to make sure I would be able to board the bus. The response I received stated that there were no upcoming tickets on my account, and that I hadn't purchased a ticket since February, and that it could be possible the transaction did not complete. I responded by forwarding them proof that my payment for the ticket had gone through, and asking them whether they had received my forward. They responded my saying "* **** ******* ********* **** ******* ** ********** ** ** ******* **** *** ***". I did not hear anything from "management", but I emailed them again later saying that I might need to cancel my ticket, and they sent me in response a link to their policy on cancellation. I learned that normally a person should be able to cancel their ticket online and get a full refund of ******* minus just a two dollar fee, if cancelled before midnight the day of travel. I said that I did want to cancel the ticket, but that since my ticket was not showing up on my account (it's true that it showed no purchases since Feb) I couldn't cancel it the regular way online, but I made it clear that I needed my refund of either money or *******, minus the cancellation fee. Got no response to most emails I sent, but was only told that they had "already responded to the matter". Eventually, they did ask me to send proof of payment and I did. Then July 28th, at around 6:30pm (about 8 hours after the bus left without me on it), I was sent a copy of the ticket I should have gotten originally (now unusable), then I checked and suddenly it showed up online too. I would now like my $37 back onto my credit card, as I didn't even have the option to use the ticket or do cancellation until it was too late.

    • Initial Complaint

      Date:31/07/2023

      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.
      On Monday April 10th, 2023, I used the Island Link Bus website to purchase a ticket and reserve a seat from Courtenay-Nanaimo-Victoria for travel on July 22, 2023. My purchase/reservation was submitted but the receipt I received by email (#*******) showed I was billed for 3 identical tickets! ( For the same route, same passenger name and same date). I contacted Island Link Bus several times through the contact box on their website seeking a refund for the 2 additional tickets issued. The agent who replied to my initial communication indicated my only option was to cancel the reservation online and have the tickets be logged as credits. I did so on Saturday July 8th while I continuing to seek out resolution to the additional 2 tickets for which I was billed. However, subsequent messages I have sent to Island Link Bus have received no reply from the company. I agree with the cancellation policy and recognize that ONE of the 3 cancelled tickets should be a credit. My concern however, is that I was billed for 2 additional identical tickets. These 2 tickets should be refunded in full (I should not be subject to the cancellation penalties which currently show on my Bus Link account--see attached document). Thank you* *******

    Islandlink Bus Services Ltd is NOT a BBB Accredited Business.

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