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

34 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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:02/05/2025
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 reserved this bus ride almost 3 months ago. I just spent the last 22 hours traveling and arrived at ************************* to wait for the 3:30 scheduled bus. The bus either came VERY early or it didn't stop at all. I talked to the Springfield-bound bus driver at ~3:32 and he said that it takes awhile for the bus to get through so the terminals. So I waited. No bus. I called customer service at ~3:45 and they said the 3:30 bus was ALREADY AT *************. That is WAY early. I then saw another Peter Pan bus drive right through the terminal without stopping at ~3:50. I called customer service and asked how I get a refund as they stranded me in ******. Customer service says all tickets are non-refundable! So their business is to take people's money for bus service that they don't provide?? I was waiting just inside the terminal FOR TWO HOURS. It is very cold outside so everybody was waiting inside. If that bus reached ************* by 3:45 then it must have have left the airport no later than 3:15.This is my reservation confirmation :DEPART Tue Feb 04 03:30 PM ****** (******************)
Business Response
Date: 02/19/2025
Hello,
I looked into this further and checked our bus GPS records and that bus did not depart out of ****** ***** early. Please see below of when the bus arrived and departed each Terminal.
All passengers must be outside of the Terminal for the driver so the driver knows that there are Peter Pan passengers as the driver cannot be stopped at a Terminal for long due to ** ***.
It does state that when they see a Peter Pan bus to waive the driver down.
A refund was denied as the driver was at ****** ***** as scheduled.
Feb 4, 2025 330pm ****** ***** to **********

Bus number ****
Terminal A 3:31pm-3:32pm
Terminal B 3:32pm-3:36pm
Terminal C 3:36pm-3:38pm
Terminal E 3:39pm-3:42pm

Customer Answer
Date: 02/19/2025

Complaint: 2*******

I am rejecting this response for all the reasons already given. I have no earthly reason to make any of this up as I've been a loyal Peter Pan customer for almost 20 years. Either the driver stopped at a different point (who would know? it's absolute chaos outside that terminal) or they didn't stop at all.

I don't know what else to tell you except that Peter Pan is *quite obviously* not giving customers sufficient time to locate the bus in a busy terminal when every other bus company is hogging the sidewalk. I was literally 10 yards from the pickup point with my eyes searching for a GIANT GREEN BUS.

Sincerely,

***** *******
Business Response
Date: 02/20/2025
Hello,
If passengers were waiting inside the terminal, the driver does not go inside to get passengers. ALL passengers must be waiting outside the Terminal at the stop as it does indicate that.
Customer Answer
Date: 02/20/2025

Complaint: 22899101

Again, I was literally less than 10 yards away from the *normal* bus pickup point at ******** E.

What is even more concerning to me is Peter Pan's evident disinterest/non-concern in learning how a longtime customer who is familiar with how this bus company operates at ****** *****"missed" seeing a ******** ***** bus while waiting from ~3:15 until 3:55 between 0 and 10 yards away from the pickup point. Not once have you signaled any interest in understanding how that happened in order to prevent it in the future.

Evidently you think I must have gone to the bathroom, or was on my phone, or was enjoying a beer in the bar...

So believe whatever you want you got my money, didn't you.

***** *******
Business Response
Date: 02/27/2025
Hello,

We cannot issue a refund but the best that we can do is issue a credit for the ticket into a Peter Pan Perks Account for future travels.

That is the best that we can do.

We can apply the amount of your ticket purchase into a Peter Pan Perks account for future use. This credit will be valid for one year from the date applied. Please note that this travel credit will not apply to any additional fees.

Please go to our website, **************************************************************************** and "Create an Account and you will be enrolled in our rewards program. Please confirm to us that you have created an account, and we will issue your credit for you.

If you havent created an account:

1. Please go to our website, **********************************************, and "Create An Account"
2. Please make sure to reply within 7 days from the email date to confirm your sign-up so we may issue your credit.

If you already have an account, please send the email address associated with your Perks account.

Sincerely,

Alexa | ************* Manager
**********************
Customer Answer
Date: 02/28/2025

Better Business Bureau:

Re: complaint ID ********
The gesture is fair but it's been evident to me during this exchange that the business is not concerned with the causes behind this nor how to mitigate them in the future.

While it may not be the fault of the bus company that the *** imposes restrictions on arrival/pickup at airport terminals, it isn't the customer's fault either. If a longtime customer, familiar with the schedule, terminal and pickup point, can so easily miss seeing the bus, then there's a problem with the business model, period.

I suggest that Peter Pan management and operations spend a concerted few days studying the conditions outside that Terminal to see for themselves just how chaotic and disorganized that area is at peak hours with several bus companies operating there. Then perhaps it wouldn't be such a surprise that a customer could be left stranded and wondering how on earth a 30,000lb bus came and went without them seeing it.

Sincerely,

***** *******
Initial Complaint
Date:12/10/2024
Type:Delivery 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.
Hello, I booked a trip (order number *******) and a return trip (order number *******) from *********, ** to ********, ******** on 11/3/2024 for 4 individuals. The departure was 11/16/24 and the return was 11/17/24. I received a confirmation with the date of 11/16/24. When I arrived at the bus stop and the bus driver scanned my ticket it said my pass was expired and that the trip was 11/10/24. I reviewed my confirmation email and confirmed that the date was 11/16/24. I attempted to call customer service and they were not open at the early hour. I had tickets to a show so I was forced to drive. I called customer service to request my refund. They eventually refunded my departing trip but will not refund my return trip. I did not need a return trip due to an error on there part. I have spoke with Cassidy and Alexa (manager) and they are refusing to refund the return trip citing that I could have been on that bus. But that makes no sense. I was not able to use the bus because of a glitch in there system. The total was $163.96.
Business Response
Date: 12/10/2024
Good afternoon,
Passenger ******** ****** was issued a refund for both of her ticket orders and was notified via email of this.
Passenger was refunded back to the card she used to make both ticket purchases.
Ticket Orders: ********* & **********
Customer Answer
Date: 01/09/2025

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.

Sincerely,

******** ******
Initial Complaint
Date:12/05/2024
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 Wednesday, November 27th 2024, I took a Peter Pan bus from *************************** in ***, destination ************. In the past when I have traveled Peter Pan, it's been on a Peter Pan marked bus - this bus was a non-descript white bus, which is unusual. I didn't think much of it, until the bus broke down on the ** Turnpike. The bus driver first told us that another bus was en route and would be to us in 30 minutes. Then, 45 minutes later, the bus was "15 minutes away". A full 2 hours after the bus had broken down, still no bus. Ultimately, I had to have my family drive from ** and pick me up on the side of the interstate. I reached out to Peter Pan, and they refuse to refund my credit card for the trip, only to give me credit towards another trip. It is ridiculous that they won't give a refund when they so clearly failed to live up to their side of the contract. See the attached picture - the tow truck got to us long before the replacement bus did (if it ever did, I actually don't know). The fact Peter Pan will not give a refund for this catastrophe is pathetic, and essentially fraudulent. Beware when traveling with them.
Business Response
Date: 12/05/2024
Our team was investigating what happened on this trip & ensuring we had all of the proper details.
A refund has been issued.
Customer Answer
Date: 01/09/2025

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.

Sincerely,

Noah Beatty
Initial Complaint
Date:12/02/2024
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.
On 11/2/24, I purchased a refundable Peter Pan ticket to be transported from *********** to ****** on 11/27/24. I was planning to visit my sister for Thanksgiving. I was unable to go as she is experiencing a new onset medical emergency. Currently, she is experiencing severe lower back and left leg pain - attributed to sciatica. She was not able to have me visit. She was evaluated in the emergency room on 11/23/24 and by her PCP on 11/26/24. Peter Pan Bus is requiring that I upload her medical documentation. I do not have access to her medical records. Nor would I feel comfortable doing so as it could be a HIPPA violation.
Business Response
Date: 12/02/2024
This is not Peter Pan's refundable fare but rather trip insurance provided by *************

All claims must be handled via their site - medical information to confirm the reason for the missed trip is required by them to get reimbursement.

This is a 3rd party service & not handled by peter pan

More info can be found at **************************
Customer Answer
Date: 12/03/2024

Complaint: ********

I am rejecting this response because:
I purchased insurance as I was under the impression the ticket price could be refunded in an *********************************** learned. Don't ever purchase tickets in advance from this company.

Sincerely,

******* ********
Initial Complaint
Date:11/25/2024
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.
22NOV2024 = Date of Service ************* ** = ************************ ** = Arrival 1700 PM = Departure Time 2130 PM = Arrival Time Driver pulled over at rest area stop after driving 4 hours, to announce he had exceeding his allowed hours on the road. He called for a backup driver multiple times with no answer. After eventually making contact, passagers were advise their would be a 40 minute wait, after he was able to reach an individual. The man arrived around 2240 PM. After driving for thirty minutes the new driver pulled over at a rest stop and announced he had exceeded his hours on the road. A passenger questioned the driver reasoning for coming if he had no hours, resulting in him continuing the drive to ** after a 10 minute wait. The bus arrived at ************** in ** at 1213 AM. When passagers and I questioned the unprofessional behavior, the driver became belligerent while struggling to speak English. This company has caused emotional distress on my body, resulting in me needing to seek treatment for my PTSD at the **.
Business Response
Date: 12/14/2024
Hello,
Upon looking into this we do see that the passenger did purchase these tickets through ******* which is a third party website that sells Peter Pan tickets. Peter Pan bus lines cannot issue a refund due to the ticket being purchased through Megabus.
As we understand that passengers have time sensitive plans, we would like to offer the passenger a credit into a Peter Pan Perks account for 20% of the ticket purchase as the passenger did travel and complete their trip with Peter Pan.
If the passenger would like this, they would need go to our website, **************************************************************************** and "Create an Account and they will be enrolled in our rewards program.
When they created an account, they can reach us at ************************************************* with the email that is associated with the account and we can go ahead and issue that credit.
Thank you!
Customer Answer
Date: 12/16/2024

Complaint: ********

I am rejecting this response :
Both drivers informed all passengers the company was aware of both drivers exceeding their road hours. The drivers used profanity and tones were threatening when both were questioned on why they even volunteered for the work if unable to drive. Due to the companies greed and negligence, I failed to report for government orders, due to missing my flight. I felt I was kidnapped and I fear for my safety, due to the behavior of the drivers and the company. I will seek legal advice next, if this matter is not resolved timely, and will be seeking compensation for pain and suffering.

Sincerely,

****** **********
Business Response
Date: 01/02/2025
Hello,
Again, Peter Pan Bus Lines cannot issue a refund a refund that was not made on the Peter Pan site.
The passenger ticket was purchased through Megabus who took the transaction. Peter Pan is the carrier but Megabus is the ticket seller.
As we understand that passengers have time sensitive plans, the passenger did complete their travel with Peter Pan. We can offer the passenger a credit into a Peter Pan Perks account for 20% of the ticket purchase as the passenger did travel and complete their trip with Peter Pan.

Please go to our website, **************************************************************************** and "Create an Account and they will be enrolled in our rewards program.

When they created an account, they can reach us at ************************************************* with the email that is associated with the account and we can go ahead and issue that credit.

Thank you!

Business Response
Date: 01/02/2025
Hello,
Again, Peter Pan Bus Lines cannot issue a refund a refund that was not made on the Peter Pan site.
The passenger ticket was purchased through Megabus who took the transaction. Peter Pan is the carrier but Megabus is the ticket seller.
As we understand that passengers have time sensitive plans, the passenger did complete their travel with Peter Pan. We can offer the passenger a credit into a Peter Pan Perks account for 20% of the ticket purchase as the passenger did travel and complete their trip with Peter Pan.

Please go to our website, **************************************************************************** and "Create an Account and they will be enrolled in our rewards program.

When they created an account, they can reach us at ************************************************* with the email that is associated with the account and we can go ahead and issue that credit.

Thank you!
Initial Complaint
Date:09/16/2024
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.
Purchased a ticket and didnt get the service or the transportation
Customer Answer
Date: 09/16/2024
The bus never arrived , or arrived late. I was told to go to another location or purchase another ticket. So I purchased another ticket for the next day.
Business Response
Date: 09/17/2024
Hello,

Passenger trip on 9/15/2024 from ********* to ******** at 8:00am did arrive. Bus 7037 arrived into ********* at 7:51am and departed out of ********* at 8:11am with passengers on board. Peter Pan Employee would did not tell passenger to go to a different location as the only place we service to is ******************* in **********

Passenger refund request is being denied as the bus did show up at 8:11AM.
Initial Complaint
Date:09/10/2024
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.
Peter Pan changed my bus schedule and pushed it back 2.5 hours. They knew in advance the schedule changed and did not inform me. Me and other customers were stuck waiting outside a bus station with no customer service to tell us the bus had been delayed. They could have emailed me, put up a sign on their stand in the bus station, called me, done anything more. The complaint is that they knew my schedule changed and didnt inform me which negatively impacted me by :1. Wasted my time - I would have gone later. 2. Made me pay for a more expensive **** because it was early in the morning. 3. Missed my train connection - could have bought another train ticket if I had known it was late. 4. Had to deal with extra meals due to the lengthened timeline. I want reimbursement for the ticket and a meal. I am still paying extra for my time, the ****, and meals during it.
Business Response
Date: 09/10/2024
Good morning,
Passenger ******* ***** originally had a trip from ******* to ********** on 9/04/2024 at 8:15AM. There was a change in Operations and that schedule bus was now running at 10:40M.
All passengers including ******* have been notified via email on 9/02/2024 at 12:25pm to their email (Attached is the email that was sent to ******* email). All schedule changes are also posted right on the Alert Page on our Peter Pan Bus website.
Passenger ******* ***** did take the 10:40AM (Attached is the change ticket that was used) and did confirm with us that he did take that bus.
Refund for ticket was denied as the passenger was notified in advanced and passenger did use the bus.
Customer Answer
Date: 09/10/2024
Complaint: ********

I am rejecting this response because I was not notified of the change. I want to correct their statement that "an email was sent" to they "attempted to send an email". The problem identified here is that this email has me as a BCC recipient. A quick ****** search will tell you that BCCing recipients can cause issues. Why did the company have me in the actual recipients for all other communications and BCC on this important email? The company should look at their operations and change this notice system. Moving forward, alert passengers of updates in individual emails addressed to them to avoid this.

Showing me a screenshot of an email is not proof of anything. Where are the email metrics like # delivered,# opened. Did you track that it was delivered to me? Did you track if I opened it? The answer to both is no. It was never delivered to me.
Hidden on the website is not a good customer solution. Once I got to the bus station, there should have at least been a notice on the Peter Pan counter there wasn't.
Again, I want to be compensated for my avoidable increased costs. My **** to the station was much more expensive at 7AM than 10AM would have been. I needed meals as my delay was 4 hours. And I wasted 2.5 hours that could have been spent elsewhere. I'm asking that you address this bad experience by refunding some of my costs.

Sincerely,

******* *****
Business Response
Date: 09/16/2024
Hello,
As a courtesy, we went ahead and refunded the ticket purchase for the used ticket in the amount of $35.99 to go back onto the card that was used to purchase the ticket with.
The refund will take 5-7 Business days to go back onto the passengers card.
Customer Answer
Date: 09/23/2024

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,

******* *****
Initial Complaint
Date:08/29/2024
Type:Sales and Advertising 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 tickets for two friends, from abroad, who were in the **, and wishing to travel from ******** ** to ***, and from *** to **********. I purchased both legs of the journey from peterpan scheduled for July 26, 2024. A few days before the travel date, I found out through Peterpan, that even though they sold me the tickets for two people going from ******** to ***, there actually did not exist a bus going on that route. In fact they do not service that route at all. The Peterpan rep who let me know that, re-issued me new tickets going from *** to ********** and said she would reimburse the portion going from ******** to ***. However I waited a bit for the refund and after realizing that I never got one, I wrote them via email. However they said the ticket was non-refundable, even though there was never ever going to be a bus going from ******** to ***. They fraudulently sold me those tickets on their website, and now won't refund me for them. In fact they are claiming via email that they reissued me new tickets from *** to ********** for free, even though I had already paid for these tickets ahead. How could they be free? I did not really need my tickets to be re-issued since I already had purchased tickets that were valid going from *** to **********. I need Peterpan to reimburse me for two tickets going from ******** to *** which amounts to $16. Also I am requesting that they remove the option on their website of traveling from ******** to *** since that amounts to misinformation, and specifically fraud if someone actually buys those tickets as I did. It's a fraudulent way for a company to make money off unsuspecting people like me who innocently buy tickets from their website. .
Business Response
Date: 09/20/2024
Hello,
Passenger *********************** did reach out to us about this. A refund for the amount of $32.00 on ticket order ******* (******** - *** portion) has been refunded back onto the card that the passenger used originally to purchase the tickets with.

Customer Answer
Date: 09/20/2024

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,

***********************
Initial Complaint
Date:08/19/2024
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.
Peter Pan bus lines sold me a 7:30pm ticket to ************* for the 18th of august and no bus arrived at 7:30 or even anytime close to that. There was no communication regarding its whereabouts and we later found the bus intended for us drove past our station and did not stop. It wasn't until 9:00, and hour and a half after its scheduled arrival that a bus driver called in and ascertained the situation. Because the original bus was so incredibly and mysteriously late I missed the second leg of my trip sold to me by Peter Pan. It should be noted that both tickets were sold to me by Peter Pan at the same time as a ticket to ****** with a timely transfer in ********
Business Response
Date: 09/03/2024
Good afternoon,
Passenger ***************** was refunded for the amount of $67.00 that was submitted on 8/23/2024 for that return portion back onto the card that was used. Passenger ***************** was emailed on 8/18/2024 stating that a refund will be submitted for that portion.
Initial Complaint
Date:07/31/2024
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 purchased 4 tickets from *** to ********* to travel in August 28 2023 for a wedding that night. Unfortunately my kids and I were delayed traveling to *** and missed the bus. I contacted Peter Pan and they were unable to book me on another bus that day due to the need for 4 seats. The wedding was that night so traveling the next day was not viable. Due to the special circumstances I emailed the company in September 2023 for a refund and the company refused. Im asking for an exception to the refund policy due to the inability for Peter Pan to rebook me and my children for that same day and the other special factors
Business Response
Date: 08/15/2024
Passenger was advised at the time of contacting Peter Pan to reissue their ticket with applicable fees. Ticket was ineligible for refund as passenger did not purchase a refundable fare.
No refund can be provided.
Customer Answer
Date: 08/16/2024

Complaint: ********

I am rejecting this response because: the company did not have 4 seats to rebook for that day and that was the only day we could travel. Therefore the company must reimburse and is unfairly keeping my money.

Sincerely,

*******************
Business Response
Date: 08/16/2024
This situation is from nearly 1 year ago.

Customer NEVER stated in their original request that there was no trip to reissue - simply stated that they weren't there to take the bus

Passengers initial request is attached - they never even mentioned being unable to travel on another schedule.

This person is now making up additional details trying to recoup the funds when terms were listed clearly & expressed to them multiple times

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Peter Pan Bus Lines, Inc. is BBB Accredited.