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: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. 

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising 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 a ticket to go see my grandmother in ************ who has dementia. Its the holiday season and I wanted to see her because I dont know what the future holds. The first issue was I paid for my 2 year old daughter when she sat on my lap the whole time. Secondly, I mistakenly booked the return for the day after (12/31) when it was supposed to be for Saturday (12/30) I instantly called to switch and they refused and I got a credit plus had to pay an additional $20 fee. With inflation and everything going on right now I really do not have the extra money. And no one was trying to rectify the situation. Im hoping we can resolve this matter, as all I wanted to do was see my family for the holiday season and chose to ride Peter Pan as my way of transportation. I would really appreciate if I can in anyway be compensated with the $36 refund.

  Customer Answer

  Date: 01/03/2024

  The reissue fee is $20 so that it was Im really focused on . The 36 is just the ticket price . Please let me know if you need anything additional 

  Business Response

  Date: 01/04/2024

  All tickets are non-refundable, reissue fees are required to be paid in order to change ticket travel time. The $10 reissue fee per passenger is charged for all changes. As the trip was taken & tickets used, we can not issue any compensation. There is no situation to rectify. 

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service 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.

  The company didnt send me the ticket I booked and it was refundable but they didnt even respond to any contact regarding this. When I disputed this charge they denied the fact it was a refundable ticket and didnt offer any explanation

  Business Response

  Date: 12/04/2023

  Can you please provide the ticket order number or the first & last name of the ticketed passengers? 

   

  All of our tickets are disclosed as non-refundable unless a refundable fare is added. If a refundable fare was added - the only way to get a refund per the terms is to contact us in writing at peterpanbus.com/request atleast 2 hrs prior to departure. 

• Initial Complaint

  Date:10/02/2023

  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 paid to have my ticket changed, it showed I have a reissue credit. But then I was charged 24 dollars. I called immediately and asked for it be refunded because there was confusion. I tried to reschedule and get a credit. I spoke to Emily who is a manager and she was not helpful. I told her to keep my 37 just give me back my 24. She refused. I have rode Peter Pan since I was 10. The customer service representative was rude to me before I spoke to Emily. I had a terrible experience. I missed a wedding due to sickness and flooding in New York and I got no empathy from the employees.

  Business Response

  Date: 10/02/2023

  *************** was explained the credit he saw & how it was applied to his ticket.  The original ticket  was $30 - he changed to a new date/time that was valued at $44. 

  *************** was charged the standard reissue fee of $10 plus the difference in the cost of the ticket. The total cost of the transaction (ticket plus reissue fee) totaled $54.  The $30 from the original purchase was CREDITED to the new purchase. 

  *************** was charged accordingly after the credit in the amount of $24 for his upcoming trip in November. There is no funds to be returned for the valid transaction that was agreed upon. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: ********
  
  I am rejecting this response because:

     The way the wording of the website phrased the reissue was flawed.  I thought it asked for the credit card number to return the funds to it, not take from it.   I immediately called to rectify the situation your site said no one was available 1:29 pm in the afternoon est.  There was poor phrasing to be used on the website, and then say you want to keep money 30seconds after a transaction is not good business.  I would have rather you keep the first money I paid and give me back my 24.  You know there was a flood in NYC and I couldnt get to my bus.  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/02/2023

  When passengers reissue their ticket - the app clearly displays the cost of the ticket, the credit APPLIED to the purchase & then totals the reissue cost & total charge.

   

  This is exactly what *************** saw prior to reissuing his ticket via our app. Credit card information was entered & customer did have to approve the cost prior to finalizing. This is a case of confusion on the end of ***************. The cost of the ticket was accurately calculated. 

• Initial Complaint

  Date:09/26/2023

  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 2 ticket for 17 September 23. I had a death in my family so I was not able to travel. I emailed customer service and they said that I was able to change the dates if I were going to the same destination and they also emailed instructions. On 24 September I attempted to change the dates being that I was grieving this was when I decided to try to change the date. I was not able to so I reached out again to customer service via email and they said that I was not able to change the date so basically Im taking a loss of 140 dollars. I do not think its fair that I lose out on money for a situation that was not in my control a death happened here and ll I get is I cannot get my money back or even change the dates which I am willing to do. I feel that there was no compassion at all. I also feel that in certain situations where a person cannot fulfill the date of the reservation that a refund should be considered or a change in date. The order number is ******* and the tickets were purchased was split between The credit cards. I did want to change the date to 1 Oct if Possible. That is all I am asking and I am confused as to why a person has to go through so much just to get a date change especially after something as traumatic as a death.

  Business Response

  Date: 09/26/2023

  Passenger wrote in to us on September 15th - passenger was advised tickets had to be reissued prior to departure 

  We will allow passenger to convert tickets to credit as a courtsey for future travel. 

   

  Our team has responded back to the passenger via their initial support request. 

• Initial Complaint

  Date:08/09/2023

  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.

  On July 27th, 2023, I was on a 1:00 pm bus from *** ************** to ****** for a 6:00 pm connecting bus to Barnstable, **. The *** bus was delayed almost an hour (arrived at 6:55 pm) so I missed my 6:00 pm connecting bus. There were no more Peter Pan buses running that evening. This forced me to purchase a ticket from another bus company ********************* for $30 (copy of the receipt attached). The next day I emailed Peter Pan bus company as instructed to open a case requesting reimbursement for the additional ticket I had to purchase. The company replied with a link to the site listing when/why refunds are made. There was NO reimbursement unless I had purchased travel insurance. I have since made numerous attempts (via email and phone) to contact the company but their customer service is HORRIBLE! Trying to call is next to impossible because they have one wait online and then connect you to an answering machine. I left messages on their machine and have not gotten a callback. The company should be responsible for giving me a refund as I missed the bus as a result of their delayed service and there was no other alternative for me to return home to Cape Cod from ******.

  Business Response

  Date: 08/09/2023

  MS. ******************************* ticket has been refunded & our team resolved the situation as of 1:40pm today. 

   

  We have refunded Ms. ******************************* ticket in full in the amount of $26.

• Initial Complaint

  Date:07/27/2023

  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.

  We purchased bus tickets for 6/2 at 2pm. Peter Pan bus company canceled the 2pm bus and put us on the 12:15pm bus which did not work with our travel plans. Peter Pan's own policy states that the fares are only valid on the schedule, date, and time listed but they cancelled the bus at the time we selected and put us on an earlier bus. That notification also went to our spam folder so when we got to the bus station and saw that our bus was cancelled, we spoke to the folks at the Peter Pan bus desk and they told us there was nothing they could do. Therefore we did not "receive the goods and services" we paid for and we ended up having to purchase new bus tickets with another bus line. We also reached out to Peter Pan directly to resolve this and they would not help us. We tried to get this resolved at the bus station with Peter Pan representatives, we reached out to Peter Pan directly - both have left us with no resolution so the only thing we could do was to file this complaint.

  Business Response

  Date: 07/27/2023

  Peter Pan authorized a refund of the ticket & resolved the issue with the passenger on June 25th.

  Our team will follow up on the status of the refund to ensure it is processed. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20383346
  
  I am rejecting this response because: There is no entry on my credit card statement showing a reversal of payment for this transaction. Provide proof of reversal of payment back to my credit card. I am also disputing the charge with my credit card company and the response from Peter Pan was that I was committing fraud and no refund has been offered and the issue is unresolved. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/27/2023

  Peter pan confirmed the refund was submitted on June 25th as shown in the attached document.

   

  Due to an error on the end of the bank, refund process did not complete the first time. Our accounting team re-submitted the ticket for refund today which was processed - screenshot for that is attached.

   

  Communication via support request #***** was with ******************************************
  
  
  
  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20383346
  
  I am rejecting this response because: Yesterday, I saw the refund on my credit card account as pending. Today, it is no longer showing up as pending or posted - as if it was removed. I would like to get this resolved but it seems like someone is playing games.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/31/2023

  The refund was processed  - any delay was on the passengers bank end. 

   

  We can confirm on our end it was fully processed 

• Initial Complaint

  Date:07/27/2023

  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.

  On July 25, 2023 I bought a Peter Pan multi pass for 10 rides from South ******, ** to Hyannis, ** ********************** I planned to use the 1st ride on the same day by taking the 6PM bus from South ****** **** to *****************************. The 6 PM bus never arrived and I had to purchase a bus ride for $30 from the Plymouth and Brockton bus service. A copy of the $30 bus ticket order has been uploaded with this complaint. There was no Peter Pan resource to contact to inquire the whereabouts of the 6PM bus and since Peter Pan had no other later departures it was necessary to locate another means of getting home. My multi pass # is 23QJC, and you can see that I bought the pass the morning of July 25, 2023. A refund of the $30 extra cost to get home with the other bus service is requested to resolve this complaint.

  Business Response

  Date: 07/27/2023

  Hello ******,
  
  
  We apologize for the inconvenience you experienced due to the lack of communication regarding the delay.
  
  
  As a courtesy for the inconvenience experienced, I have gone ahead & refunded the price of your commuter book while still leaving all 10 tickets active for travel. 
  
  
  Unfortunately, we are not able to refund services not provided by us but I hope this refund will help you feel confident choosing us as your transportation provider for your next trips. 
  
  
  In the coming weeks, our commuter program will be updated with a capacity-based system that will allow you to book your tickets right on the app & reserve your seat.
  
  
  Thank you again for contacting Peter Pan!