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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
. I am writing to express my dissatisfaction with the recent booking experience I had through Wanderu.On june 22nd I purchased three tickets via Wanderu for a Mega Bus trip from *** to **********. Unfortunately, I encountered several issues that greatly inconvenienced me. Firstly, I did not receive a receipt or tickets after completing the transaction. Upon contacting customer service, I was eventually sent the tickets, but by then, it was after the scheduled departure time of the bus.As a result of not receiving the tickets on time, I missed my entire trip. Subsequently, I promptly contacted Wanderu to request a refund for the tickets. However, I was disappointed to learn that my request for a refund was declined.This situation has caused me significant frustration and financial loss. I believe that as a paying customer, I am entitled to receive a refund under these circumstances. I urge you to reconsider your decision and issue a refund for the tickets as soon as possible.I look forward to your prompt response and resolution of this matter.
Business response
07/24/2024
Hello,
We can confirm we received communication from customer ***************************** on June 22nd, 2024 at 12:40am requesting copies of their tickets. A customer from our team responded to this inquiry on June 22nd, 2024 at 12:45am and provided the customer with said tickets. During this conversation via chat, the customer did not request a refund or cancellation of said tickets. Please find the conversation attached.
Additionally, after further investigation we can confirm the email address entered at checkout had a typo and was entered incorrectly as ****************************** For this reason the customer did not initially receive their confirmation email. However, being that the customer was provided their tickets prior to the departure time and acknowledged having received these tickets, they do not qualify for a refund.
Lastly, Wanderu does not have authority over refunds, cancellations or changes in itineraries. This is all up to the discretion of the carrier you are scheduled to travel with as stated in the terms and conditions which were accepted at checkout.
We apologize for any inconvenience.
Customer response
07/24/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Your company sent me tickets that were not eligible to be used when boarding. So what am I suppose to do chalk up 177
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Business response
07/30/2024
Hello,
Your tickets were issued and emailed directly by MegaBus, Wanderu does not issue tickets. The tickets were created directly by the MegaBus system, if you were denied boarding by their driver we suggest filing a claim with their team at ********************* or by phone at ***************.
Please find the tickets attached as issued by MegaBus.
Customer response
07/30/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. No because they refuse to acknowledge anything
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Initial Complaint
06/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
********** I paid 30.98$ for this ticket and didnt receive the ticket so I contacted wanderu but there was no assistance. Id like this ticket to be refunded since I didnt receive the serviceBusiness response
07/01/2024
Hello Soomin,
We apologize for any confusion as Wanderu has not received any communications regarding this reservation. Please find evidence attached.
However, we have attached your ticket here.
?Greyhound tickets are non-refundable. To modify your existing Greyhound reservation go to: *******************************************. Here you may change your reservation or cancel it for a travel voucher (fees apply).
Please let us know if we can be of any further assistance at **********************************.
Customer response
07/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[id like refund issued for the ticket I didnt receive. I contacted greyhound and I was told that for the ticket I didnt receive I need to contact wanderu. I didnt receive the ticket Id like refund to be issued]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Soomin
Business response
07/03/2024
Hello Soomin,
As Wanderu did provide your ticket prior to your travel date, we have contacted Greyhound to request a refund exception for this reservation.
As mentioned, Greyhound tickets are non-refundable. Wanderu is only an online search site, we do not have authority over refunds and must abide by the carriers terms and conditions which were provided and accepted at checkout.
We will notify you once we have received a response from the carrier.
Customer response
07/08/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
grey hound didnt reach out to me regarding refund yet Id like full refund to be issued
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Soomin
Initial Complaint
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a ticket with insurance for a palm springs to ******* bus for ****** I got an email saying that the reservation was cancelled due to a bus cancellation. I have asked for a refund and they keep asking for a form that I have filled out three times and sent it to them. I would like a refund back to my card as soon as possible after numerous emails to them I have yet to receive any kind of correspondence on when I should expect this refundBusiness response
05/09/2024
Hi ******,
We apologize for the inconvenience you have experienced during your travels.
Schedule information is provided to us directly by each carrier. Unfortunately since we are only a search site, we do not have any information available to us regarding delays, cancellations or changes made to said schedules after a ticket has been purchased. If your bus was delayed or cancelled and you were not informed by the carrier before your departure, you should definitely be able to file a refund claim with them. All refund claims will be subject to the carrier's terms and conditions.
We have contacted FlixBus on your behalf to request a refund in this case. Please allow up to 2-3 business days for us to receive a response from their team.
We will notify you as soon as we have received a response.
Customer response
05/13/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
There has been no indication that this refund will happen. Not a refund email,nothing. I would hope a business who prides themselves into customer satisfaction wouldn't let this one slip through the cracks.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
05/20/2024
Hello,
We responded to your email on 05/17/2024 advising you of your refund having been processed. You must await 7-10 business days for your refund to post to your account statement. Please find evidence attached.
Kind regards.
Initial Complaint
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
To Whom It May ******************************* and I, *********************, had the worst experience traveling with your company this past weekend. We, along with her ESP (emotional support pet) were attending her college graduation at *********************************. This experience was supposed to be one of the most prolific experiences either of us ever experienced. Unfortunately, we were stripped of that when we were left stranded, in an unfamiliar state after being left by one of your buses.After explaining the situation to a police officer, we were told no more buses were coming. We then reached out to Wanderu and Go Bus to no avail. We then had to travel to *************, when a Flixbus driver refused to help us, but let an irate passenger, with no ticket, onboard before leaving us.****** (the graduate) has overcome many obstacles, yet shes challenged with epilepsy and PTSD everyday. So the fact that we were forced to sleep overnight on the floor of the bus depot, further validates the severity of this matter! The following morning , we were told that the last leg of the return trip wasnt booked. How absurd is that then we must return home, three out of four legs were booked, I am the one who booked it, and she authorized and funded it?This matter can only be rectified by a very psincere apology along with a full refund immediately. Not doing so, will result in further consequence including informing the BBB and Consumer Affairs.Respectfully,*********************Business response
05/07/2024
Hello,
We apologize for the inconvenience you experienced during your travels. Please note, Wanderu is not a bus company we are only an online travel search site.
We can confirm *********************** contacted us on May 5th, 2024. To which we responded to all of the inquiries. The first inquiry being a request to have your tickets resent, and the second inquiry was regarding the bus schedule appearing to be delayed, to which we referred you to contact the carrier.
Schedule information is provided to us directly by each carrier. Unfortunately since we are only a search site, we do not have any information available to us regarding delays, cancellations or changes made to said schedules after a ticket has been purchased. If your bus was delayed or cancelled and you were not informed by the carrier before your departure, you should definitely be able to file a refund claim with them. All refund claims will be subject to the carrier's terms and conditions.
If you have not filed your claim, you can reach Go Buses by email at ***********************************, you can reach Boston Express by email at ********************************************.Kind regards.
Customer response
05/07/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
As the initial party to start the travel, you accepted the funds and delegated the assignment. Thus, you are the mastermind behind this debacle. All of you are responsible, but you are the parent company and I hold you accountable for this from the beginning. Not to mention, if your communication was a bit more precise, you could have informed the last leg driver to accommodate us and any compensation or other benefits would be handled thereafter. Hence, your negligence also contributed to thus disastrous outcome. I expect full refund on the very near future or you will be hearing from our lawyers.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
05/16/2024
We have received responses from both of the carriers involved in your reservation. Regarding your travels with Boston Express, their team states your ticket was scanned and successfully used for travel, we have attached their response here. Regarding your travel with Go Buses, their team states their GPS records show that bus #**** arrived at our *** stop at 9:20am, parked for over 10 minutes, and departed at 9:31am, 1 minute after the scheduled 9:30am time. The departure ran right on schedule.
Wanderu is only a 3rd party online search site, Wanderu does not have authority over arrival/departure schedules. If any changes were made to your trip, the carriers should have advised you of this directly.
Once more, we apologize for any inconvenience experienced during your travels.
Initial Complaint
03/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have never used Wanderu or heard of the company. I have been charged by Wanderu on my credit card three times for just over $1200.00 total.Very upsetting!!Business response
03/15/2024
Hello ********,
We have been unable to locate any reservations/transactions under your email address or name. It is likely you have been a victim of credit card fraud, we can certainly assist with locating the transactions and having them cancelled. Please contact us directly at ********************************** to further investigate this matter.
We also suggest contacting your card provider to request a new card, incase the perpetrator attempts to use your information on any other site.
We look forward to hearing from you and having this matter resolved.
Initial Complaint
12/31/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The company does not disclose all fees incurred for using their service upfront during the purchase. This disclaimer is insufficient as it does not tell you how much the additional fee will be Some fees may appear as a separate transaction on your credit card statement. The company can charge ANY amount if an amount or percent is not provided during checkout. This forces the customer to make an uninformed decision.I was charged an additional $8 dollars separately from the initial amount I paid. The website does disclose what this charge is for and if I had known that an additional $8 would be charged I would not have used this service.Business response
01/02/2024
Hello,
We apologize for any confusion or inconvenience experienced by the fees associated with your reservation.
The booking/carrier fees are included at checkout, under the trip summary which includes a summary of your charges. The fees line also includes an info bubble advising of the associated fees. We have also provided you this information via email when you initially contacted Wanderu. Please find the evidence enclosed.
We have provided you with a one time courtesy refund for the Wanderu booking fee associated with your reservation. Please allow up to **** business days for the refund to post to your account.
Kind regards.
Initial Complaint
11/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Paid $50.99 on 10/27/2023 For a bus trip on Gobuses one of their vendors from *** to ****** IBooked within approximately ***** hours before travel. I realized that those travel plans had shifted within an hour after booking , I tried to reach out to Wanderu and they referred me to the vendor Gobuses. The vendor they directed me to did not have anyone answering the Customer Contact phone line # all I got was a recording saying they were not available for the day.The recording indicated that they would be present the next business day I placed the call at 11.00a.m of the same day I which was a business day.After an hour or so after I booked I ended up going to Wanderu who had facilitated the booking and asked them what was going on?Wanderu, gave me the classic run around, to reach out to the vendor, as they are only an online platform. I told them I could not reach the vendor by phone or email this is at 11.am mind you and there was a recording saying the business was closed for the day.Wanderu suggested they would try to reach the vendor by email and they CC'ed me as I had also tried email but no joy.The vendor never responded to either their emails or mine or acknowledged them. Even those where I was cc'ed via Wanderu.This Online search platform is accountable for driving consumer traffic to referrals who do not have the time to address customer concerns either by phone or email or process cancellations/ modifications or legitimate issues.I would not be surprised if there are other consumers and customers who have gone through this same issue but decided to move on.Up to today have never heard or been contacted by the vendor in any form or fashion other than a generated confirmation # on the day the travel was booked.Wanderu sent me an email after the planned trip had expired asking how the trip was and if I could rate it I responded with the details of the issue whereby Wanderu said there was nothing that they could do and to contact the vendorBusiness response
11/20/2023
Hello,
At checkout all customers are provided with and asked to accept the carriers terms and conditions before proceeding with their purchase. Go Buses terms and conditions, state that cancellations/refund can only be made for trips cancelled 48 hours PRIOR to departure, tickets purchased after the 48 hours of departure window has passed do NOT qualify for a cancellation/refund. It is the customer's responsibility to read the terms and conditions of purchase at checkout. Wanderu customer service team advised you of this information once you contacted us.
We apologize once more for the inconvenience this may have caused you.
Customer response
11/30/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
10/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 31, 2023, I started to book a trip from *** to ******** for three people at the Wanderu site. After submitting the transaction, it came out for one person. When I attempted to fix the mishap, I was unable to. I canceled the transaction, I was charged $52.99 VOUCHER which is valid until 07-30-2024. I have no intention of utilizing such a voucher.I attempted again to do the transaction over; when I completed the entire transaction, I used my credit card. The site didn't accept it. When I utilized my debit card; it readily accepted it. There were minor errors that needed to be adjusted, like duplication of my name (******* twice). My name appeared twice; where someone else name should have been. For me to go back to make the correction, Wanderu kept asking for a fee to make the correction. Once that happened, I lost all faith. The trip was supposed to have been a round trip. As a result, I refrained from booking the trip. I was charged $290.96 for a one-way trip. Also, I needed to adjust traveling from the 6th to the 7th - something simple turned into something complicated.All attempts to reach out to Wanderu via telephone, no response. Including attempts to contact the **************** ***************, I left several messages no one responded. Eventually, I was forced to go online to speak with a machine that was unable to provide a clear and concise response to my issue.I ended up not traveling with Wanderu; nor utilizing the VOUCHER provided. Instead, I contacted Greyhound via phone and purchased a round-trip ticket.Business response
10/16/2023
Hello ********,
We apologize for any inconvenience and/or confusion experienced. We are not reflecting any VIA Rail reservations in our system under your email address or billing name. Also, please note Wanderu does NOT have a customer service or corporate number to call, you may have been attempting to contact VIA Rail directly. Additionally, we did not receive any communication from you regarding this matter. Please find the attached evidence reflecting there are no messages in our system, as well as the only reservations made were for travel with Greyhound.
We apologize once more for the inconvenience you have experienced.
Customer response
11/03/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
11/07/2023
Hello ********,
We apologize for any inconvenience and/or confusion experienced. Please note Wanderu does NOT have a customer service or corporate number to call, you may have been attempting to contact Greyhound directly. Additionally, we did not receive any communication from you regarding this matter from the contact information that has been provided up to this point. As mentioned at checkout, Greyhound tickets are non-refundable. At checkout customers are prompted to accept the non-refundable terms and conditions which you did, please find evidence attached. For this reason, upon cancellation of your tickets you received a voucher. Wanderu is only an online search site, we are unable to make changes to tickets as they are issued directly by the carrier you are scheduled to travel with, this information is also provided at checkout.
We can confirm you purchased the following tickets for travel on different days and times:
Greyhound# **********, departing on 08/13 from ********, **. Purchase date/time: 7/27/2023, 1:20:36 PM
Greyhound# **********, departing on 08/06 from ********, **. Purchase date/time: 7/27/2023, 1:20:27 PM
Greyhound# **********, departing on 08/07 from ********, **. Purchase date/time: 7/31/2023, 2:09:01 PM
We apologize once more for the inconvenience you have experienced.
Customer response
11/07/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
07/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a bus ticket gor me and.my brother , they emailed me e-ticket to late so I wasn't able to board the bus..even showed the bis deiver.the purchase email .Business response
07/06/2023
Hi ******,
We apologize for the inconvenience you have experienced during your travels.
We apologize for any confusion, as Wanderu has not received any communications regarding this matter. You may have contacted ***** Coach Bus directly. As we were unable to locate any reservations in our system under email address *************************, you may have also purchased your ticket directly with ***** Coach Bus.
We suggest filing a refund or replacement claim with their team by email at ******************* as you should have received your ticket to your inbox/spam folder prior to your departure. Please note they may take up to 5 business days to respond to your claim.
Once more, we apologize for the inconvenience you have experienced.
Initial Complaint
06/20/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I took a Wanderu bus to *** on Friday, June 16, 2023. The bus was over 40 minutes late. The bus was filthy. It smelled of cigarettes. The bathroom had f**** on the toilet seat and smelled horribly. Also, there was no toilet paper or any hand sanitizer. The ac was on full blast even though passengers complained about it being so cold. The bus driver went off route to take his family member to the **************** which made ** over 2 hours late to ***.Business response
06/22/2023
Hi ***,
We're sorry to hear about the inconveniences you have experienced during your travels.
We apologize for any confusion as Wanderu is not a bus company. We are a travel search site that gathers trip information from various bus and train companies and puts it in one central location, making it easier to find the trip that best fits your requirements, schedule and budget.
We have been unable to locate any reservations on our system under your email address or name. It is possible your traveled and reserved your trip directly with ***** Coach Bus, as the names are similar. However, if you are certain your trip was reserved with Wanderu please contact us at ********************************** with the billing name and email address used.
You may also contact ***** Coach Bus directly to request a refund by email at ******************.
We apologize once more for the inconvenience you have experienced.
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