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:06/02/2025

  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.

  Dear BBB,Im writing to file a complaint against Trailways regarding a bus trip that was never fulfilled. I purchased a ticket (Order #*******) for a scheduled departure on April 10, 2025, from *******, ** to *******, **, at 1:20 PM. The ticket cost was $26.99.I arrived at the pickup location at 1:20 PM and waited until 3:30 PM, but the bus never showed up. There were no updates or delay notices on their website, and I received no communication at all from Trailways. I called customer service multiple times during the wait, and each time I was simply told to keep waiting, with no further explanation or estimated arrival ******* was raining and quite cold that day. I stood outside in the bad weather for over two hours with no shelter, no support, and no idea whether the bus would ever arrive. It was an extremely uncomfortable and distressing experience, both physically and emotionally.Eventually, I had no choice but to purchase a ticket from another bus company in order to continue my travel, which cost me additional time and money.Afterward, I contacted Trailways several times by email to request a refund, but they refused, citing that the ticket was non-refundable. I understand what a non-refundable policy usually means, but in this case, Trailways failed to deliver the service I paid for, and I believe its unreasonable to deny a refund when the customer received absolutely nothing in return.All I am asking for is a fair resolution. I believe I am entitled to a full refund under these circumstances. I sincerely hope Trailways will take responsibility and address this issue properly.Thank you for your time and assistance.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair 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.

  04/14/2025 JL 683 - JL 925 - JL 706 Order# ******* I purchased a payment that I didn't use and I was wondering if the issue can be resolved in this matter when I have to repurchase the ticket for never being used I I thought I was going to the same but I paid for something but I never used this ticket in through trailways I believe

• Initial Complaint

  Date:03/31/2025

  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.

  Purchase Date: February 21, 2025 Trip Date: March 7 - March 9, 2025 Amount Paid: $171.88 USD I purchased a bus ticket from ******** to ******** with a scheduled layover at the ******************* through **************************. The purchase page did not disclose that the Albany bus terminal would be closed at the time of my layover, leaving me and other passengers stranded outside in an open parking lot during the night.Nature of the Dispute:Unsafe and Unacceptable Conditions:When the bus arrived in ******, passengers were dropped off at an open parking lot with no shelter, no seating, and no access to facilities, forcing us to wait in the cold for nearly two hours. The area was deserted, which further compromised passenger safety.The bus arrived earlier than scheduled (10:43 PM instead of 11:15 PM), extending the outdoor waiting period to almost two hours. The connecting bus did not arrive until 12:20 AM.I have a ****** Maps Timeline screenshot confirming the early arrival time and the extended wait, which further supports my case.Failure to Disclose Critical Information:The ticket purchase page did not mention that the Albany bus terminal would be closed at the time of our layover, despite the companys claim that the information was available elsewhere on their website. This omission directly impacted passenger safety and comfort.I have screenshots of the purchase page for a future trip showing that no information about terminal closure is provided, confirming the lack of transparency on their platform.Unsatisfactory Customer Support:I contacted ********************** to explain the situation and request a refund. They denied my request, stating that terminal closure information was available on their website, but they did not address the lack of visibility of this information during ticket purchase. Attached are screenshots of purchase page and ****** Maps timeline.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair 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 8/30/2024 I boarded a Trailways bus #NYT 804, from (P.A.B.T.)**** to *********, **. Departing time was 3:30PM arriving at 10:30PM. there were a couple of stops made as usually in the 7 hour ride that a take once every month. When the driver came to the Syracuse stop, which is a 15min break, is where the problem starts. Once there I asked the driver how long will we be here? His answer was 15mins. I then reached for my bag of food on my seat, which was the very first seat in the front of the bus. I proceeded to enter the very small station that has only one snack shop. I go in to use the microwave. When I'm finished, I come out the store and the driver is gone. Now keep in mind, a microwave only takes 2, 3 mins. I confronted the fellow inside the booth and was told to call the number posted, and I did. I was told by a man on the phone that the driver should not have left yet. I was always told the the driver was behind time(running late). I had to take a **** all the way from ******** to *********, almost 2 hours away. It was going on 1:00AM when I reached home. Trailways put me in a very dangerous situation. I'm a woman pushing 60yrs old. I DO NOT be in the street at those hours of the night.

  Business Response

  Date: 10/16/2024

  Thank you for your email. We would love to help solve your issue. Please note that to give your situation ample time and care, there are few things we will need from you to help with the process. 
  
  Booking number: 
  Passenger's name and last name: 
  Departure location and destination: 
  Travel date: 
  Email address:
  
  We appreciate your help and look forward to resolving your issue. 

  Customer Answer

  Date: 10/17/2024

  I am rejecting this response because:   

  NAME: Lusty ********

  BOOKING NUMBER: 2491046

  LOCATION & DESTINATION: P.A.B.T., *** to *********, **

  TRAVEL DATE: 08/30/2024

  EMAIL ADDRESS: ********************************

  DEPARTING: 3:30PM     ARRIVING: 10:30PM

  Business Response

  Date: 10/28/2024

  Thank you for contacting our office with your concerns. We sincerely apologize for the delay in responding to your e-mail.
   
  Regarding your concern, you are currently contacting *********************. We recommend that you contact Trailways for the necessary support and resolution of your issue. 
  
  We are certain your future experiences with ********* will demonstrate our commitment to provide quality customer service, and we look forward to serving your travel needs.
  

  Business Response

  Date: 12/19/2024

  Thank you for contacting our office with your concerns.

  After searching on our system, there is no record of a ticket wih the travel information provided. Therefore, please contact Trailways for further assistance with your concerns.

  Thank you for your understanding,