Complaints

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:07/05/2023

  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 a bus ticket gor me and.my brother , they emailed me e-ticket to late so I wasn't able to board the bus..even showed the bis deiver.the purchase email .

  

  Business Response

  Date: 07/06/2023

  Hi ******,

  We apologize for the inconvenience you have experienced during your travels.

  We apologize for any confusion, as Wanderu has not received any communications regarding this matter. You may have contacted ***** Coach Bus directly. As we were unable to locate any reservations in our system under email address *************************, you may have also purchased your ticket directly with ***** Coach Bus.

  We suggest filing a refund or replacement claim with their team by email at ******************* as you should have received your ticket to your inbox/spam folder prior to your departure. Please note they may take up to 5 business days to respond to your claim.

  Once more, we apologize for the inconvenience you have experienced.

• Initial Complaint

  Date:06/20/2023

  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 took a Wanderu bus to *** on Friday, June 16, 2023. The bus was over 40 minutes late. The bus was filthy. It smelled of cigarettes. The bathroom had f**** on the toilet seat and smelled horribly. Also, there was no toilet paper or any hand sanitizer. The ac was on full blast even though passengers complained about it being so cold. The bus driver went off route to take his family member to the **************** which made ** over 2 hours late to ***.

  

  Business Response

  Date: 06/22/2023

  Hi ***,

  We're sorry to hear about the inconveniences you have experienced during your travels.

  We apologize for any confusion as Wanderu is not a bus company. We are a travel search site that gathers trip information from various bus and train companies and puts it in one central location, making it easier to find the trip that best fits your requirements, schedule and budget.

  We have been unable to locate any reservations on our system under your email address or name. It is possible your traveled and reserved your trip directly with ***** Coach Bus, as the names are similar. However, if you are certain your trip was reserved with Wanderu please contact us at ********************************** with the billing name and email address used. 

  You may also contact ***** Coach Bus directly to request a refund by email at ******************.

  We apologize once more for the inconvenience you have experienced. 

   

• Initial Complaint

  Date:03/15/2023

  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 bought bus tocjets on February 22 for March 14 bus trip. On March 13, Wanderu notified me that there was a date change and bus stop changes. Both were unacceptable for my trip. Wanderu emailed a refund but the refund is for bus credits. This is not useful for me. I want a refund. I have contacted Wanderu by email and have made attempts by phone and text. Wanderu has not responded.

  

  Business Response

  Date: 03/15/2023

  Hi ******,

   

  We apologize for any confusion as Wanderu has not received any messages from your regarding this matter. We apologize for the inconvenience you have experienced with your reservation.

  You may have received a communication directly from OurBus regarding your reservation. Schedule information is provided to us directly by each carrier. Unfortunately since we are only a search site, we do not have any information available to us regarding delays, cancellations or changes made to said schedules after a ticket has been purchased. 
  
  If your bus was delayed or cancelled and you were not informed by the carrier before your departure, you should definitely be able to file a refund claim with them. All refund claims will be subject to the carrier's terms and conditions. You may contact OurBus directly to request a refund for this ticket rather than a bus credit by email at ************* or by phone at ****************.

  We have also contacted OurBus on your behalf regarding this matter. We apologize once more for the inconvenience you have experienced. 

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Ive seen this type of boiler-plate response from Wanderu to other customers who are also dissatisfied. I found Ourbus through Wanderu, and Wanderu is the organization listed as the recipient of my credit card charge. Wanderu cannot simply say that they have no responsibility. Furthermore, Wanderu should know that the phone number they provide does not lead to an actual conversation with a person in any intuitive way. Im still waiting on responses from Ourbus or Wanderu in from the email address that Wanderu and Ourbus provided. This business relationship probably provides bus services sometimes. When they cancelled my bus service, the [lack of] responsiveness is tantamount to a scam with conspiracy to overwhelm the customer with administrative process. Please dont take my word for it, try to contact Ourbus yourself using the information provided. I have requested a refund to my credit card charges in the amount of $74, and Wanderu appears to have exclusive control of the refund decision and has chosen not to act. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 03/16/2023

  Hi ******,

  We certainly apologize once more for the inconvenience you have experienced. 

  As mentioned, being that this is the first communication received by the Wanderu team regarding this matter we have taken the steps to communicate with the OurBus team regarding your refund. If your trip was cancelled directly by the OurBus team you should be able to request/receive a refund for this ticket. 

  Unfortunately, as mentioned, since we are only a search site, we do not have any information available to us regarding delays, cancellations or changes made to said schedules after a ticket has been purchased. Wanderu does not have authority over cancellations and/or refunds. Our terms and conditions are provided to all customers at checkout, it is the customers responsibility to read the terms and conditions prior to completing there purchase as the checkout page also asks customers if they agree with the terms and conditions provided. 

  As soon as we have received a response from OurBus regarding this matter, we will be certain to update you accordingly. 

• Initial Complaint

  Date:02/14/2023

  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.

  Denied with service dog ticket already purchased and advised service dog was present. The bus driver tried to bribe me to pay them extra. You all just denied my daughter with her service dog entrance on a bus in ******** ********************************************************************************************* her ride to ********** **. I am about to report your business to the better business bureau, police and all social media platforms. Either refund her now. She is on hold with your company now. We are taking you all to court. We are about to file a civil court agreement because your driver bribed my daughter.

  

  Business Response

  Date: 02/15/2023

  Hi *****,

  We certainly apologize for the inconvenience your daughter has experienced during her travels.
  
  We apologize for any confusion as the company names are similar. Wanderu is only a travel search site, your daughter was scheduled to travel with ***** Coach Bus.
  
  The ***** Coach Bus team should certainly be able to provide you with a refund for your unused ticket. If you wish to file a claim with ****************, you may do so by email at **************************** or by calling them directly at ************. If you do not hear back from the carrier within 10 business days and require additional assistance after you have filed your claim, please let us know and we can certainly try following up with their team on your behalf.
  
  Best regards.
  
  Wanderu is an online search site, we do not receive payments nor issue tickets for this carrier, all reservations and transactions are done directly with the bus/train company you choose to travel with. Wanderu has no authority on refunds, cancellations or changes in itinerary.

• Initial Complaint

  Date:08/15/2022

  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.

  We bought tickets for the Greyhound bus to ******** on May 10th, 2022 through the Wanderu site. We received our confirmation receipt as well as our confirmation numbers on May 10th by email for two two-way tickets totaling 395.04$. We were supposed to leave tonight at 10:30 and arrive in ******** at 6:15 am on the 16th and spend the entire day there. When we realized that the confirmation receipt did not include the tickets, we contacted customer service which then informed us that the companies (GreyHound and Wanderu) were no longer affiliated since the 1st of June, our tickets were broken due to this and no one contacted us to mention this. Greyhound changed our tickets to the next morning. However, this means we are losing a day of vacation. We are disappointed with the lack of information received following the broken tickets and would like to receive compensation (refund of the tickets) for the stress and delays that we are not responsible for and that are affecting our vacation.

  

  Business Response

  Date: 08/16/2022

  Hello! We apologize for any confusion or miscommunication. Wanderu has received and responded to your initial email, advising that unfortunately you were provided with incorrect information as Wanderu and Greyhound still remain in partnership and nothing has changed in our partnership terms. Your ticket was actually for travel with Trailways (not Greyhound), which we also advised you we contacted them on your behalf to receive clarification and a resolution on this matter. 

  We have received a response from Trailways regarding this matter. They have stated they reissued your tickets so you would still be able to travel. They stated they did not charge you again for new tickets they only reissued the ones you already had. Since you did not have to pay for new tickets, Trailways has declined your refund request. Please note Wanderu is only an online search site, Wanderu has no authority on refunds, cancellations or changes in itineraries. 

  We truly apologize for the inconvenience this has caused you.

  
  

• Initial Complaint

  Date:08/01/2022

  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 purchased a bus ticket thru Wanderu a online 3rd party, the departure address was wrong and I need a refund, they giving me the run around. They said call ******* ****** said call salt lake express, and they said they cant see Wanderu booking info. I just want my ***** back, thats it.

  

  Business Response

  Date: 08/09/2022

  We apologize for the negative experience you had with your travel plans. I can confirm that you purchased a ticket with Salt Lake Express, confirmation number 94016097. It is impossible for the carrier not to see this information as your ticket was issued by their system and you were charged directly by them (not by Wanderu). 

  All station information we list on our website is provided to us directly by the carriers, if the bus station address provided on the ticket email you received from Salt Lake Express was different than the information provided on our website, it is possible that the station location was either recently changed and had not yet been updated. Passengers are advised to follow the address provided directly by the carrier as changes made to schedules and locations after purchase will not update in our system.
  

  Your initial communication stated that your bus never showed up, not that you had an incorrect address, since you originally claimed that your bus did not show, we redirected you to contact the carrier to file a claim. I admit that there was some misunderstanding on our end when you originally reached out to us and that you were provided with the contact information for the incorrect carrier. The procedure for the type of claim you had submitted would have been the same, however we did provide you with incorrect contact information and for this I am truly sorry and apologize for the additional inconvenience this caused you. The correct contact information that you should have been provided was for Salt Lake Express **************, ************************. Once this error was noticed by our team, we apologized and explained to you that the information was provided incorrectly and we also reached out to the correct carrier on your behalf to help you escalate your claim, however you stated to us that the issue had been resolved and that you no longer needed further assistance from Wanderu,

  If you still do require further assistance from Wanderu, please email us at ********************************** and we will reopen your claim. Please do keep in mind that Wanderu is a SEARCH website, we do not process payments on behalf of Salt Lake Express, therefore we cannot issue a refund even if we wanted to. Wanderu has no authority on refund authorizations, as stated within our terms and conditions which were agreed to upon purchase; however we will help you file, follow up or escalate your claim with the carrier if needed. 

  Best regards,
  ************************** | Director of Operations
  wanderu |  www.wanderu.com