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:10/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 Sept. 30 I bought a ticket for my son, *********** ********, from ******* from ********** ** to ********** **. The price was $50.33. The ticket said the trip would be on a Trailways bus departing ****************** and Ride at 11pm on Oct. 6 arriving at ********** at 1 am on Oct. 7. He arrived at the ********** location early and waited for a bus but none arrived. At 11:30 pm he started looking for a hotel. We had to book ******** for $163.01 and purchase another ticket through Trailways for $52.89 for the following day (10/7). Because he had to wait until 10/7 for a bus to ********** he missed a day of his classes at college. When I called ******* to try to rectify this, they insisted I had to call Trailways since they were to provide the ride. I called several times as well as used the virtual chat option and communicated with an agent. Upon calling Trailways, they told me , again multiple times and by virtual chat, that I had to deal with ******* as they were the third party and my payment went through them. In addition, Trailways told me the bus to ********** had arrived in ********** at 8:52 pm on Oct. 6 and that ******* had the wrong information on their ticket. Trailways also told me that they could not help me because I did not have a Trailways booking number, only a ******* booking number. Trailways also referred me to ********* who told me I had to contact *******. I would like the original $50.33 refunded to me as that bus came at a time earlier than indicated on his ticket. I would also like to receive $163.01 to pay for the hotel since there were no other options, other than to sleep outside, for him that night. I would also like to receive $52.89 for the rebooked ticket as having to wait until 10/7 caused him to miss classes; however, I am fine with receiving $2.56 (difference in price from the original ticket). I am making the same complaint about Trailways since I honestly don't know who is giving me accurate information.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 am seeking reimbursement for the additional cost of having to buy last minute tickets due to the fact that Trailways never notified me about a cancelled trip. I bought November 26, 2023 8PM (*************************** (****), *** to **********, **) bus tickets on September 13, 2023. I received an email directly from Trailways confirming the reservation and the money was promptly processed after purchasing from Wanderu, a Trailways partner. When we arrived at **** at 7:15PM on Nov 26, we were still very much under the impression that there was a Trailways bus heading to **********, ** departing at 8PM (seeing as we had never been told otherwise). However, when l went to the Trailways terminal, a worker told me that the trip was not in service and has not been since late September 2023. Furthermore, we were told there were no more buses departing to **********, ** from **** that day. At that point, we had to scramble to acquire bus tickets. Though we were able to buy tickets leaving from the **********************************************************************, they were far more expensive ($159.50+$5.80 subway fare) than what we had originally paid ($84.98). Had we been given appropriate notification of the trip cancellation in September (when it was originally cancelled), we would have had the opportunity to buy alternate bus tickets at a more reasonable price and avoid an extremely stressful situation. I called Trailways the next day (Nov 27) and had to have a long conversation with them, and only then was a refund processed. Speaking with Trailways about the incident and being told I was overlooked and not notified because I didn't buy from them directly but via Wanderu when *******'s website (as well as in their contractual agreements with Trailways) states all trip changes (delays, cancellations) are communicated by the carrier has been frustrating. A confirmation of the trip along with boarding passes can be communicated but something as important as a cancellation cannot?

  Customer Answer

  Date: 01/27/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Adirondack Trailways regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:10/12/2023

  Type:Product 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 a ticket on 7/8/23 under order ****** on Trailways for 9/10/23 from *********** to ***. I booked this far in advance intentionally as the bus was scheduled to arrive at ALB at 6:13PM on the evening of 9/10 and my SWA flight to DEN was to depart ALB at 8:20PM. On 9/10, I arrived at the Trailways pickup point in *********** to depart at 2:35PM on ******* I logged into my Trailways account and had my boarding pass pulled up and ready on my phone. Prior to 2:35PM, a Trailways bus pulled up to the pickup point and I boarded to start my journey to ALB. The Trailways driver informed me that the pickup time for ****** had been changed by Trailways from 2:35PM to 4:35PM and would not arrive to ALB until 8:13. Subsequently, associates of Trailways have confirmed me that I was never informed of this change. So, I had Trailways Creissue me a boarding pass for the 4:35PM bus on 9/10, I changed my SWA flight from 9/10 to a 9/11 flight at the cost of $359.52 and booked a hotel room in ALB for $131.19. Afterward, I opened a **************** ticket to get reimbursed for these additional charges. Trailways informed me that they would not reimburse me for these fees but only refund me the $53.49 for my bus fare.Per Trailways **************** Pledge,1. ******************. Per Trailways ****************** Pledge, Trailways promises to provide, Reasonable compensation or rerouting in situations of overbooking in cases of cancellation or a material delay caused by the carrier. This is clearly a material delay on the part of Trailways.2. Schedule Change Notification. Per Trailways Schedule Change Notification Pledge, Trailways states, We promise to update you if a schedule change results in a new time more than 10 minutes from original departure or more than 15 minutes from original arrival. I had booked this fare under an online account in my name with adequate contact information provided, no notification was attempted by Trailways to notify me of this change.

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Adirondack Trailways regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:08/10/2023

  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.

  This is the messsage I sent to Trailways: I just have to add that everyone I talked to PRIOR to today was very polite on the phone. ****** was the representative that I talked to today and immediately was hostile and condescending-- saying things like "couldn't you have walked the 2 miles?". It is a shame because all the other people I talked to were very pleasant women. The bus driver on the route to ******** was very kind. The one one the route back was pleasant enough, but, when I asked him about getting to Rensselaer, he didn't help. Please help me with this. I am requesting a refund of the ticket from ******** to Rensselaer because I was forced to get off the bus( told that if I stayed on that I would be going to ***) with NO additional information on my ticket or from the driver. I was deposited at an unfamiliar place, 2 miles from my destination, with no information on how to get to my ticketed location.

  Business Response

  Date: 08/29/2023

  The passenger, ***************************, contacted our offices directly. We compensated **** for the portion of the trip not used for travel due to deboarding at the incorrect bus stop and resolved the complaint against the employee. No further compensation has been approved by management. 

• Initial Complaint

  Date:07/31/2023

  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 inadvertently purchased a ticket from the incorrect departure point. When I realized and called I was told that my ticket could not be changed. The website says the tickets can be changed for a fee. When I called, I was told the date and time could be changed for a fee but not the origination or destination. The website does not state this detail, only that changes can be made for a fee. This is duplicitous and unethical. I was told I l must buy a new ticket and that nothing could be done. I realized my mistake 2 hours after making it. Incredibly frustrating.

  Business Response

  Date: 08/04/2023

  This customer, *************************, submitted a refund case (# 00046988) on our website, Trailways.com on 7/28/2023. Their purchase (order # ******) was approved for a full refund on 8/4/2023. The refund amount will be $58.99 USD and may take a few business days to return to their account. 

  We have also contacted the developers of Trailways.com and there will be an addendum to the reschedule instructions that the origin and destination cities are not eligible to be changed. 

  We thank ************************* for bringing this oversight to our attention and apologize for any inconvenience.