Peter Pan Bus Lines — Local services in New York

Buckle in for one of the worst customer service experiences you’ve ever read. We bought tickets for a 1pm bus, opened them in our booking confirmation email, screenshotted them, thought we were all set. A week before traveling I reopened the email and saw that the ticket link they had sent no longer worked. I double checked on their website and they confirmed a screen shot was enough, but I decided to send an email just to be safe. They responded that there was no 1pm bus. I double checked the confirmation email, their website, the screen shot and then asked them to clarify why we had 1pm tickets if there was no 1pm bus. They didn’t respond so I called a few days later. After 30 minutes on hold, I was told an unusual web error had occurred and that it was “lucky” I had caught it and called them. They offered me a Peter Pan credit for the value of my tickets, but as it was now only a few days till our trip, tickets were double the price. They finally agreed to put us on a bus at a different time. I asked them if they could offer us a refund or discount for a pretty significant error on their part and they said “they didn’t see the problem” and that I “should be grateful” they weren’t charging me the $13 exchange fee. I asked to talk to a manager and the customer service representative refused, and told me this info was coming directly from the manager. When I opened the email with the new tickets, they had only sent me one instead of the two I had originally purchased! After another 30 minutes on hold they explained that this was because the ticket price had doubled so my credit only covered the value of one ticket now. After much insisting, they finally credited the other ticket. When we got to the bus terminal, the departures screen, the boarding gate and the ticket sales desk all displayed a 1pm bus. Whatever occurred obviously hadn’t been a rare internet error. We boarded our bus. 3 minutes outside the station the bus popped a tire. As you can imagine, first and last time I ever use Peter Pan! I would rather walk from Boston to New York in a snow storm than have to contact Peter Pan customer...

Took Peter Pan round trip from NYC to Hyannis. The entire Port Authority bus station needs a huge facelift, but that’s not this bus line’s fault. The bus left on time at all times, which I appreciated, and arrived as on time as traffic allowed. The buses also need a big facelift. Many seats do not recline, have ripped upholstery, or are lacking in some way. There are tray tables on the back of the chairs, but many of those are broken or missing, and I would advise you to bring your disinfectant wipes and hose down that tray before you eat on it. For my fellow passengers over 5’5”/with longer legs, note that the only seats that will have sufficient legroom for you are in the row in the middle of the bus, or at the very back where there is one seat with none in front of it. However, in that seat, you’ll be smelling a hint of pee from the bathroom. The overhead bins are standard. I don’t expect much from buses, but I have been on other lines, like Vamoose, that are much cleaner and in better state of repair. Onboard process is kind of slow, as they insist on a QR code scan, which you’d think would be fast. Take a screenshot of your boarding pass. Otherwise, you need to log on to the site and navigate through a few pages before you can see your boarding pass. It’s not even on the confirmation they send via email. If you don’t have the QR code, they can find your name on a list. The list wold probably be quicker. I don’t think they have the tech to be scanning QR codes easily. There are outlets and wi-fi (I didn’t use it). As far as customer service, so far so good, and fingers crossed that it stays that way! A decent way to escape...

I wouldn’t say the service is terrible but there has to be significant improvements. This is a very serious matter now. I had my pre-employment medical exam today for which I traveled from Baltimore to Newark. There was a stop at New York port authority bus stand (both were under the same ticket and same bus company). I was notified in the morning that the bus from Baltimore to New York was delayed 30 mins. I reached out to customer care and was told this matter has been reported and notified at the NYC bus stand and that they would look for me and accommodate the connection which is on record. I reach NY port authority and the lady at the counter tells me they cannot do anything and they didn’t wanna wait since it is not their problem the first bus was delayed due to traffic? I have faced the exact same issue 2 months back when the second bus from New York left and this exact same woman told me the driver didn’t wanna wait cause he was in a hurry. Are you guys kidding me? This is ridiculous. Isn’t the bus service for the passengers or am I mistaken and it runs for the drivers and the people working at the bus stand? Why do you run such lines when you cannot cater to the needs of the passengers after we pay for your services? In this instance, I had informed the customer care about the delay which wasn’t even my fault and yet there was no coordination. PeterPan, fire the lady at the bus stand in New York. She’s rude and acts like she...