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:07/26/2023

  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.

  Date of transaction 7/20/23, $72 - two bus tickets from ***-**.I bought two bus tickets with Peter Pan through Wanderu, and due to a website glitch, the date was changed. I didn't know this until I was about to try and catch my bus on Sunday 7/23 and the tickets were for a date in the past (Friday, 7/21) and were already expired. Wanderu does not offer customer support or refunds - it is up to the actual bus provider. There was no way to reach Peter Pan over the phone to get assistance as they are not open weekends, and I had to purchase last minute tickets on another bus line to get home. I reached out via email support (only option) and they did not seem to care or be willing to help and implied that it was my fault (it wasn't). There were no other buses I could try and take with Peter Pan.I tried calling customer care 7 times today during their published hours (8am-4:30pm) and after the greeting, it just hangs up on you. There is no one to talk to about the issue. The email customer support is cold and uncaring, and unwilling to refund my money despite the issue with the website. They are only offering a credit minus change fees which would amount to about half the ticket price. I want a full refund. The website glitch through one of their approved providers (Wanderu) is not my fault.

  Business Response

  Date: 07/26/2023

  All Peter Pan tickets are non-refundable. The ticket was purchased on July 20th - terms and conditions of purchase (even through wanderu) do state Peter Pan tickets are non-refundable. 

  Passenger contacted Peter Pan two days after trip date - did not make any effort to contact us prior to the departure time on the ticket. 

   

  Passenger requested refund or credit - our team offered a credit minus the changes fees. 

   

  At this time as a one time courtsey - we can offer credit for the unused ticket purchase in the amount of $72. Please note that this travel credit will not apply to any additional fees. 

   

  Customer indicated via support request they would be open to this & confirmed the ***** account associated is *************************

  Customer Answer

  Date: 07/26/2023

   
  Complaint: ********
  
  I did reach out to Peter Pan before my trip was supposed to begin. My return trip was supposed to be 7/23 at 8:30pm not 7/21 as I have stated multiple times. I reached out as soon as I realized what had happened on 7/23 at 6:48pm (see attached screenshots). At that time, I opened the bus ticket to find the bus pickup address as I was getting ready to go catch my bus. Only then did I find out that due to the website issue I had encountered several times while searching for bus tickets a few days earlier, it had defaulted to the wrong date. I had a bus ticket to *** from ** on 7/21 (see attached). There was no way I would have selected the same exact day to return to ** just a few hours after I arrived.

  Wanderu does not process payment, Peter Pan does, so if there is an issue due to Wanderu's website, Peter Pan needs to be accountable for that and take responsibility for the vendor they choose to use. It leaves the customer with no protection whatsoever and this issue was 100% caused by the website. I repeatedly had to change from round-trip to one-way on Wanderu's site as it kept defaulting to that, and I needed to purchase two separate legs. If I could send a screen capture now, I could show you, as I am able to re-create the issue again today.

  I want a full refund, not a credit. If I get a credit, I still have to pay change fees which would amount to nearly half the ticket value which is unfair. If I get a full refund, I will drop this case immediately.

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

  Business Response

  Date: 07/26/2023

  We are able to offer FULL CREDIT for the ticket as previously stated - this would not deduct change fees. The only fees incured would be processing fees upon submitting a new purchase (which we can not waive).

  We are not responsible for any issues in the userface on wanderu (i.e. changing from one way to round trip). Any issues on the wanderu site with purchasing a ticket must be reported to them.

  We are unable to issue a refund for this trip.  The total credit offered &  issued as previously stated would be $72 - this includes credit reimbursement for change fees & processing fees charged at the initial time of purchase.

   

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20375679
  
  I am rejecting this response because:

  Wanderu, which is one of Peter Pan's chosen service providers, has no ability to refund me for the issue caused by their website. It is unfair to place financial responsibility on the customer for an issue caused by a service provider that Peter Pan has chosen to work with.

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

• Initial Complaint

  Date:07/10/2023

  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.

  I was to take a Peter Pan Bus to ****************** this morning (7/9/23). I have now found out that a ******** bus did not depart at her usual time, but at 7:15am, definitely causing the sequence of events that occurred. The actual bus I was to take, pulled up to a parked Peter Pan Bus, in front of it. I was on that bus, in front, and when I provided my QR code, she scanned it. Driver never did tell me that it did not scan successfully, gestured for me to board after scanning my QR code. I had no way of knowing prior to entering the bus, it wasn't the correct one. This action of QR code scanning, is identifiable for not only preventing me from getting on the 7:15am bus to ****************** in ******, (with stops at Peter Pan Terminal, *************), but for missing the chain of commute that I take to get to work. As a result of this Peter Pan Bus ******** driver's actions, I had to take a two Lyfts, one from Providence to Peter Pan Way, and the other to the Airport, so that I do not miss my work shift, because with the nature of my destination, and I'm heavily relied on. I am unsure what bus route to ******** that this is, but I can tell you for sure, that I've never seen this bus before, in the timeframe or proximity of my ****** route. I would like to be reimbursed for what occurred today, because what happened, could've been prevented by driver, but was not. I had ordered a ticket/pass that had the correct information of: Pickup at Providence (downtown) and Dropoff at ****************** Her doing this caused a chain of events that could've been prevented. If she was late for her true departure time from downtown **********, it would've been even more important for her to really examine the ** code. I spoke to Operator Manager Steve at Peter Pan Way, that was able to verify that the ****** bus, was parked behind this ******** bus.

  Business Response

  Date: 07/13/2023

  Thank you for reaching out. 

  Our team has issued a refund for the situation of your ticket in the amount of $31.00

  We apologize for the inconvenience that occured!

  Customer Answer

  Date: 07/13/2023

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

  The refund amount of $31.00, does not make me whole. I have provided proof in screenshots from the Lyfts that had to be taken that day, because of what Peter Pan's driver did, within operating schedule, of the Peter Pan that was to be taken. The QR code scanning issue again, was the conduct of the Peter Pan driver, which was clearly not my fault, exacerbated by the driver being late to her driver schedule for a completely different route. The QR code scanned as though her bus was indeed the 7:15am bus, headed to ******************, gave causality to the expenses that subsequently occurred. There were fares from the exact pickup and dropoff points that they had to be taken (downtown ********** to Peter Pan Terminal off Peter Pan Way and then from that location to ******************, ******, **) These Lyft trips followed the route of the 7:15am Peter Pan bus, that I took in order to avoid losing my job, or anything else that may have been detrimental to where I was supposed to be work related. 

  As a state of affairs, we are living in inflationary times, so I needed the money that I spent, from my bank account, to remain in my account balance for other future expenses. Those Lyft expenses were spent trying to get to work on July 9th, because their bus driver showed incompetence in several ways on that day. Given that the actual bus had taken off within that timeframe, and being expected at my job, I mitigated my damages with Lyft option was the only way to get to work to get to work on time. Had that bus driver not scanned my QR code and said it worked, I wouldn't have boarded her bus, there would have been no reason to, because NY was not my destination. That action was what caused me to miss my actual one, and there's no way for Peter Pan to skirt responsibility for that, in fairness to all parties involved. Similar to a connecting flight, what she did, threw off all feasible ways of getting to the airport within the timeframe. 

  If Peter Pan is not willing to refund in check, for the two Lyft trips and their corresponding fares (the waybills can be provided), I am a reasonable person and would be willing to take compensatory bus ride passes that are equivalent to the funds that the 2 Lyft rides total. One ride was $11.73 and the other was $62.91. That total of the two fares is: $74.64, and I would be willing to have Peter Pan bus passes that come to that amount. Their bus passes that I have paid for are usually $30.00 or $31.00, so that is something that I would be willing to accept as a resolution to this complaint. The $31.00 refund does not make me financially whole, and that is clear from the evidence presented in the uploads in the filing, that had to be spent, to reconcile getting to final destination (******************.)

  Sincerely,
  

  
  Laju Ogedengbe

• Initial Complaint

  Date:12/22/2022

  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.

  On December 18th I paid $16 for a ticket from ******* Center to *********** at 1:40pm. I arrived 10 minutes early at the address on the ticket, *********************************************, which had a seating area out front with a Peter Pan Bus sign. Around 1:45pm I see a Peter Pan bus coming the wrong way and it makes a stop on the other side of the street. At first I thought it was a different bus, but then I decided to grab my belongings and run over to it. As I'm crossing the street the bus takes off, couldn't have been stopped for more than a minute. I continued to wait another 30 minutes in the cold in case the bus came back but it never did. I was left stranded on my way home for the holidays and would have missed my connecting train if my neighbor didn't step in to give me a ride. It seems like people have filed complaints about this exact same route and clearly the issue hasn't been fixed. The pickup location on the ticket is WRONG, the bus doesn't come to the stop at *********************************************, it stops down the road on the other side of the street. I filed a complaint to customer service. They dismissed my claim and confirmed my story with GPS records but reiterated the incorrect pickup address. My order number was #*******.

  Business Response

  Date: 01/03/2023

  Due to the nature of the area surrounding ******* & our ******* bus stop, depending on the direction of the trip the bus will stop on opposite sides of the road. Both sides of the road have Peter Pan Bus signs available. The departure address indicated is of *********************************************. For buses departing ******* - they pickup at the **** bus stop which is across the street from the location the passenger was waiting at. 

  Passenger contacted Peter Pan on December 18th & denied a refund as the bus departed on-time from our indicated location on our website of ************************ at 1:45pm

  Our website clearly lists the departure information for the trips as shown below: ********************************************************************************

   

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18612520
  
  I am rejecting this response because: The statement made by Peter Pan is directly contradicted by the website link provided in their response. I've attached a screenshot of that webpage. Per the website, "Our pick-up at ******* Center, for all departures, is at the **** bus stop at *********************************************." This was the stop I was located at, and the bus never came here. Instead the bus only dropped off passengers across the street, which the website says is only for arriving passengers. As my ticket shows, I was departing ******* and thus waiting on the ********************************************* side.

  I've also attached a map of the area to clarify. The website claims that the stop for arrivals is "at the Town Common **** bus stop sign directly across the street", which we can see on the map as the east side of the road, across the street from the address on my ticket. Again, the bus only came to this "arrival" stop but never came to the west side (79 *********************) where I was waiting and was indicated on my ticket for departure.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/10/2023

  Screenshot of ticket shared by passenger does clearly display *********************************************** this time - we can not issue a refund of the ticket but can offer the passenger the amount of the 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, ******************************************************* "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 already have an account, please send the email address associated with your Perks account.

  Customer Answer

  Date: 01/15/2023

   
  Better Business Bureau:
  
  The email associated with my perks account is *********************

  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:12/09/2022

  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.

  For my order *******, when I got to the bus the driver tried to scan my ticket but it flashed red and they said it was used. I was unable to get on. And I had to stay in DC. Due to this I could not take either trip. There was no explanation or anything. Please refund me for this. Im very unhappy.

  Business Response

  Date: 01/03/2023

  ******* reached out to Peter Pan Customer Care regarding the situation on December 8th. 

   

  ******* was offered credit - he accepted and the credit was applied on Saturday Dec 10th.

   

  This situation is resolved!