Took a round trip - Boston to NYC and back. The trip out left on time but was delayed due to traffic and weather, got in about three hours late. But wifi was good, restroom was acceptably clean and seats were comfortable. The trip back was on time, but much worse. The bathroom had zero toilet paper and my companion was the first to use it. The wifi didn’t work and the seats were narrower. On neither trip did the driver share the wifi information, we had to ask. But the folks at each pick up point who were there to facilitate boarding and answer questions were incredibly helpful and polite. While I would use OurBus again, it wouldn’t be without a sense of dread and definitely wouldn’t be without some handy tissues for the loo!

Recently, I experienced an issue with a bus I took, which was almost an hour late. Despite the bus driver confirming that we would stop at my destination first, we were taken to a stop that was supposed to be after mine. This resulted in us missing our train and arriving at our destination 50 minutes later than agreed upon.I contacted customer service via live chat, but the representative was unhelpful, insisting that the bus tracker showed a different arrival time than I had stated, which was physically impossible given the route and stops. I then called customer service, which was difficult to reach due to the automated system not indicating that pressing 0 would connect me to a real person. I was hoping for a refund, though I understand if that is not possible.The representative I spoke with promised to call me back in 15 minutes but did not do so until hours later. When I answered, the call immediately ended. I called back right after but was sent straight to voicemail. A few days later, I called again and was transferred to the same representative without being informed. As I was explaining my issue, she abruptly interrupted me, saying "got it, got it, got it." While I understand she knew what I was referring to, I believe there are more professional and courteous ways to handle such interruptions. In the end, I only received a $10 coupon.

I’ve used this service for about 3 years now, and at first it was okay. Not great, but I often missed home when I was at college. Customer service at least made up for the negatives of certain rides back then. Now they’ve updated their procedures and have gotten super cocky about expecting your continued support regardless of how they perform. I recently had an awful experience that did not meet their “guarantees”, which wasn’t exactly rare, but it was prominent this time, especially considering how obstinate customer service was about this. After pulling teeth for days, they came up with a 10% BACK coupon for my next trip aka 10% off the trip that was awful, but only towards the next trip I book- aka your trip sucked but we’re gonna blame the driver and expect you to come back anyways. Oh and you should also invest in our company. I’m done with them. There are other companies that do better. Amtrak, Virginia breeze, megabus. I’m done with “OurBus” cuz it’s about them- there is no “our” and they don’t even own any of the busses to begin with. Never again. Done paying through the nose for a bad experience and being brushed off when I bring it up to customer service. They don’t hold to their guarantees, and they don’t care.

I booked a ticket for a route that’s not normally available between Hartford and Amherst. My brother and I waited at the stop, the very specific spot they pointed out on the booking, and the bus did not arrive at that stop, but across the street. It was dark and far enough down that we did not realize it was our bus.I tried to contact customer service, to explain what happened and ask for credits or vouchers or something, and they kept saying “the bus was there, sorry.” No matter how many times I explained that it went to the wrong side of the street and that we had no reason to believe that our bus was down the street, they kept saying the bus was there. What direction did it approach from? The direction from the previous stop 🤦so I think they knew I had a point, since they wouldn’t acknowledge it approached from the wrong direction.They told me they would contact me again when they investigate further, and it’s been two weeks now.Kicker is, they DID offer me a chance to reschedule.. except there are no more routes available, so never mind that, you get nothing.Don’t trust them. Thanks for reading my rant, please be warned.