Complaints

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

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  Peter Pan Bus Lines, Inc.

  1 Peter Pan Way Union Station Suite 300 Springfield, MA 01103

  
• 

  Peter Pan Bus Lines, Inc.

  333 3rd St Chelsea, MA 02150

• 

  Peter Pan Bus Lines

  677 Cromwell Ave Rocky Hill, CT 06067

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:12/02/2024

  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 

• Initial Complaint

  Date:05/31/2024

  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.

  Purchased refundable ticket for $63.00 it was $18 extra on a regular ticket price. Thinking it was going to be easy to get refund back since I paid extra on the ticket. I know that extra $18 will not be refund back. But now requesting for refund, saying they can only issue as credit for future travel. Throwing all the reasons why they cant issue refund money back to original payment form. As I am not a regular traveler, I don't need travel credit that's why I've purchased refundable ticket. I felt so misleading the way they advertise. Refundable ticket should be refunded minus $18 fee. Otherwise it is the same as non refundable ticket. My ticket order number is #*******. Please issue money back to my credit card. People are having hard time earning money. Thank you!

  Business Response

  Date: 07/11/2024

  Terms of refundable fare were NOT met. 

  Refundable fares are only valid on unused tickets purchased prior to departure.  If a passenger used one way of a round trip ticket, the unused portion is refundable if the refundable fare fee has been paid. All refund requests must be submitted in writing to Peter Pan's Customer Care* online at ************************************/request at least two hours prior to departure date and time. Only tickets that are purchased as refundable fares are considered refundable.  The fare refunded does not include the refundable fare fee or other ticketing fees.  The fare itself is the only portion that will be refunded. Fare refunds will be processed within 5-7 business days to the original method of payment.

  Passenger contacted Peter Pan CS 10 days post trip, this nullifies the refundable fare 

• Initial Complaint

  Date:05/08/2024

  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.

  I receive Peter Pan Bus rewards and every time you complete a trip with Peter Pan, you earn "perks" (one dollar) that you can accumulate and apply towards a future booking. I attempted to purchase a ticket tonight with my $5 of accumulated perks and I attempted six different times, three times on my smart phone and three times on my computer. Each time the booking failed. When I deselected the option to use my perks, I was able to complete my booking. Peter Pan notoriously miscalculates perks and often shows that you have no perks, so for them to withhold rewards that I have rightfully earned feels criminal. They have zero customer service available to address these issues so customers just have to take it.

  Business Response

  Date: 05/17/2024

  Peter Pan CS Manager ***** called & spoke with ****!

   

  This is resolved 

• Initial Complaint

  Date:01/29/2024

  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.

  We purchased tickets to travel but the bus was delayed several times so we had to purchase different tickets thru ********* com at double the amount, we should not have to pay for tickets that we could not use because the service was not working.

  Business Response

  Date: 02/13/2024

  As previously stated via support request ******:

   

  Your ticket Order ******* that was purchased through ******* was for a trip from ******** to ************ departing at 3:00pm. 
  
  
  I checked the bus GPS records and it shows that the bus arrived into ******** ************** at 2:46pm and departed right at 3:02pm with passengers lifted onto the bus. 
  
  
  As the bus did arrive, we are not able to issue any compensation for your ticket order at this time.

   

  There were no delays on this schedule.