Business Profile

Bus Lines

Peter Pan Bus Lines, Inc.

Complaints

This profile includes complaints for Peter Pan Bus Lines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

35 total complaints in the last 3 years.
16 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.

Initial Complaint
Date:12/10/2025
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.
I made reservations on 11.28. 2025 for a round-trip ticket from REMOVED, REMOVEDto REMOVED, REMOVEDreturning the following day and opted for the cancellation insurance at the time of the purchase and ended up needing to cancel the booking on 12.3.2025 and was told that I would not be getting a refund for the ticket. I have a confirmation email that my booking included cancellation insurance and have ended up with a runaround. Im very disappointed and not being told the truth and am requesting my full refund of $80.34.
Business Response
Date: 12/10/2025
Hello,
After reviewing the order you provided, I can confirm that this ticket was purchased as a one-way trip from REMOVEDto REMOVEDthrough the third-party website BusBud. If travel insurance was purchased through REMOVED, you would need to contact them directly, as they provided the insurance and processed the ticket purchase.
Peter Pan Bus Lines offers travel insurance only for tickets booked directly through us. Ive attached the transaction details showing that this ticket was purchased through BusBud.
Sincerely,
Alexa | REMOVEDManager
Customer Answer
Date: 12/10/2025

Complaint: REMOVED

I am rejecting this response because: I was told by REMOVEDthat this was Peter Pans policy. I just want my refund.

Sincerely,

REMOVED
Business Response
Date: 12/11/2025
Hello,
As noted previously, this ticket was purchased through REMOVED. Peter Pan Bus Lines only processed the ticket itself, not the payment transaction.
The ticket displays Cash because the purchase was made through REMOVED, not directly through Peter Pan. As a result, we do not have access to the payment details, only the ticket information.
According to our recordsand as shown in the attached documentationa refundable fare was not purchased. All tickets are clearly disclosed as non-refundable, and we are therefore unable to issue any compensation.

Customer Answer
Date: 12/14/2025

Complaint: REMOVED

I am rejecting this response because: (2nd response) I made several attempts to retrieve refund through REMOVEDand they are stating it is because of Peter Pan that they are not able to refund me.

Sincerely,

REMOVED
Business Response
Date: 12/17/2025
Hello,
We are sorry but Peter Pan Bus Lines cannot issue a refund for REMOVEDpurchases. We do not have the transaction as you can see in the photo provided of the transaction that it show no last 4 meaning we do not have any of the transaction information.
At this time, Peter Pan cannot further assist with a refund.
Sincerely,
Alexa | REMOVEDManager
Customer Answer
Date: 12/17/2025

Complaint: REMOVED

I am rejecting this response because:
You should take some sort of responsibility considering the trip was booked through you since I am not able to get anywhere with REMOVED. This is unsatisfactory.

Sincerely,
REMOVED
Initial Complaint
Date:11/03/2025
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.
On November 1, 2025, I took the 4:00 AM Peter Pan Bus from REMOVEDto REMOVED, REMOVED, scheduled to arrive by 8:30 AM. Due to a bridge closure in REMOVED, the bus was stuck for over two hours. When passengers asked about rerouting, the driver said they were instructed by supervisors to remain on that route and could not take an alternate path due to a scheduled driver switch with another bus, although we were right next an exit that could have taken us to another route. This decision caused our arrival to be delayed until approximately 11:30 AM nearly three hours late and I missed a funeral service I was traveling to attend. While I understand unexpected traffic incidents, this delay was prolonged by an operational decision rather than an uncontrollable event. There was no proactive communication or flexibility shown to minimize the disruption. I contacted Peter Pans customer service requesting a refund or credit. They responded that since the service was rendered, they were unable to warrant any compensation. I am requesting a full refund for my ticket and/or travel credit for the inconvenience and mishandling of this situation.
Business Response
Date: 11/04/2025
Hello,
We understand passengers make time sensitive plans and our buses do their best to get to each passengers destination in a timely manner. However, certain factors such as traffic conditions or unexpected events like a bridge closure that are unfortunately beyond our control. Additionally, our buses make multiple stops along each route, and rerouting could disrupt those service stops.
The passenger did complete there travel with Peter Pan that they paid for so at this time, we are not able to issue any compensation at this time.

Sincerely,
REMOVED| REMOVEDManager
REMOVED
Customer Answer
Date: 11/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Sincerely,

REMOVED
Initial Complaint
Date:07/22/2025
Type:Order 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.
Bus ticket purchased for one way trip from REMOVEDto REMOVEDBus pulled over approximately 30 minutes into the trip and the driver informed the passengers that there was an issue with the bus and we would have to wait for another bus to come get everybody.I got a ride from the break down location and the company would not refund my money even thought they sent out a damaged bus and did not complete the service advertised.
Business Response
Date: 07/22/2025
Hello,
Our Maintenance Team strives to ensure that our fleet is in excellent mechanical condition at all times. However, anything mechanical can break down. Please be assured that I have notified our Maintenance Team accordingly. We certainly understand people make time-sensitive plans to arrive at their destination. As soon as our Operations Team was notified of the problem, arrangements were made for the next available bus to arrive onsite as quickly as possible.
Please be aware that per the terms & conditions that were read and agreed to when the purchase was made: 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 your ticket was agreed as non-refundable, unfortunately, we would be unable to warrant any compensation at this point in time.
Sincerely,
Alexa | REMOVEDManager
REMOVED

Customer Answer
Date: 07/22/2025

Complaint: REMOVED

I am rejecting this response because:
Gross negligence and willful misconduct can not be covered by any amount of language in a businesses terms of service not to mention its poor business practice to not provide a service and keep people money.

Sincerely,

REMOVED
Business Response
Date: 07/23/2025
Hello,
At this time, we are not able to issue a refund.
Thank you!
Alexa | REMOVEDManager
REMOVED.
Initial Complaint
Date:07/01/2025
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.
Dear BBB and Peter Pan, I bought a ticket to and from REMOVEDand insurance on the tickets starting today and informed Peter Pan again this morning I am not traveling because of spikes in REMOVEDand REMOVEDand I still have not heard back from REMOVEDabout the trip travel status and want a refund for 67.98. I purchased insurance and your not being fair about compensation on refunds for trips and this report on BBB should be a permanent complaint against the agency for false advertising.REMOVED
Business Response
Date: 07/16/2025
Hello,
I am sorry to hear this.
Order Number REMOVEDis the ticket that is being referred too. This ticket was purchased through REMOVEDwhich is a Third Party Website that sells Peter Pant tickets. REMOVEDoffers their own travel insurance plan to passengers who book through REMOVED. This insurance plan is not through Peter Pan and we do not charge passengers for this as this is a REMOVEDoffer.
If a passenger purchases the insurance plan through REMOVEDand they are not able to travel, they must contact the travel insurance company that REMOVEDworks with which is called REMOVED. Unfortunately there is nothing further Peter Pan can do since we do not work for with that insurance company and Peter Pan Bus Lines offers their own protection.

Thank you!
Alexa | REMOVEDManager
REMOVED
Customer Answer
Date: 07/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Sincerely,

REMOVED

Give Uxbridge Clapham Commons iDeas
Public Access to Court Electronic Records
5K2Z3ZEA
REMOVED______
REMOVED
Your reference number is REMOVED. If your information is incorrect or you have further questions, please email REMOVEDor reply to this email and include your reference number.

REMOVED. REMOVED
REMOVED
Judge:REMOVEDJ REMOVED, Jr
Referred:REMOVEDA REMOVED
Case #:1:20-cv-00373
Nature of Suit448 Civil Rights - Education
Cause42:1981 Civil Rights
Case Filed:Aug 26, 2020
Docket
Parties (2)
Last checked: Monday Feb 22, 2021 4:12 AM EST
Defendant
North REMOVEDDepartment

Plaintiff
REMOVED
REMOVED, REMOVED02907
AV1TRUYG

Operation Child Protector V Follow-up 196-c50252
Password h3gg67 Fax REMOVEDCall REMOVED
Successful
Your request has been received.
Your unique identifier is: 202404060619559948_hotline_webform
Submitted Date: 4/6/2024, 6:20:07 AM
REMOVED
191036637 REMOVED191022296
192115243 192116093
HM56W3W6
Filed against Xhamster 215960403
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 # REMOVEDwas purchased by my underaged daughter from her minor REMOVEDaccount. Multiple trips were booked from Peter Pan. We were visiting REMOVEDand 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 REMOVEDto REMOVED.
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 | REMOVEDManager
REMOVED
Customer Answer
Date: 06/12/2025
Complaint: REMOVED
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 REMOVEDguidelines, 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 | REMOVEDManager
REMOVED
Customer Answer
Date: 06/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Sincerely,

Xinfang REMOVED
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 #REMOVED, from REMOVEDto REMOVEDI 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 (REMOVED, REMOVED) for about an hour before being transferred to another bus. Eventually, I was dropped off in REMOVED, REMOVEDat 1:20 AMnot REMOVED, my ticketed destination.When I told the driver I was supposed to go to REMOVED, he said that wasnt his problem and told me to use REMOVEDI 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 REMOVEDin REMOVEDto board the wrong bus one not going to REMOVEDeven after I confirmed my destination. He scanned my ticket to REMOVED, 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 REMOVED, REMOVEDat 1:20 AM, not REMOVEDmy 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,

REMOVED
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 REMOVEDas 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 REMOVEDat 11:35 PM, but I was not on that bus when it arrived in REMOVED. I was personally directed by a Peter Pan employee at REMOVEDin REMOVEDto 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 REMOVED, MA not REMOVEDat 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 REMOVED. Use REMOVEDThats 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,

REMOVED
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: REMOVEDLast name: REMOVEDEmail: REMOVEDPhone number: REMOVEDTicket Type: Service Complaint Order/Confirmation Number: REMOVEDDate of Travel: May 18, 2025 Departure Location: REMOVEDPort Authority Arrival Location: REMOVED, REMOVEDTrip Type: One-Way Subject: Late departure caused extra fees Description: My bus was scheduled to leave REMOVEDheading to REMOVED, REMOVEDat 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 REMOVEDupon arrival. We did not arrive to REMOVEDuntil 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
REMOVED
Customer Answer
Date: 06/02/2025
Complaint: REMOVED

I am rejecting this response because:

Sincerely,

REMOVED
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 REMOVEDto REMOVED(supposed to be 3 pm to 7:30 pm). The bus was extremely late. It was highly delayed leaving REMOVED(left around 3:30 pm, rather than advertised 3 pm) and highly delayed arriving in REMOVED-- 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 REMOVEDand 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 REMOVED22 minutes after departure (3:22pm) and arriving to REMOVED45 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: REMOVED
"REMOVEDdates 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. REMOVEDtimes 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. REMOVEDis 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 | REMOVEDManager
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.

"REMOVEDdates 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. REMOVEDtimes 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. REMOVEDis 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 REMOVED
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 REMOVEDManager
REMOVED
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 REMOVEDto go home for the holidays. I waited for over an hour by the sign for REMOVEDthat 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, REMOVEDallowed 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.REMOVEDand 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 REMOVEDoperates 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 REMOVEDproblem, 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 REMOVEDsince the passenger booked through REMOVEDand REMOVEDhas the passengers transaction information.
Thank you.
Alexa | REMOVEDManager
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 REMOVED, and find that this resolution is satisfactory to me.

Sincerely,

REMOVED

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Peter Pan Bus Lines, Inc. is BBB Accredited.