Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to formally lodge a complaint regarding a distressing and highly unsatisfactory experience I encountered with Delta Bus Line concerning a ticket reservation. On November 1st 2024, I made a round-trip reservation via the Delta Bus Line website for travel between Clarksdale, MS, and Atlanta, GA. While I could retrieve the initial ticket for the outbound trip, I was unable to access or locate the return ticket, either on the Delta Bus Line website or the Greyhound website. Upon contacting Delta Bus Line for clarification, I was informed that their reservation numbers do not align with any of the order numbers provided, nor could they locate a reservation under the name ****** *****. Despite these discrepancies, a representative, Mr. ******, assured me that as long as the ticket had a barcode, it would be honored. Unfortunately, this assurance proved untrue. When my sister attempted to board the Greyhound bus in Atlanta last night for her return trip, she was refused entry as the ticket purchased through Delta Bus Line’s system was not accepted. This caused significant inconvenience and stress. To ensure my sister could return home, I was forced to purchase a new ticket directly from Greyhound, incurring an additional and unforeseen expense. This situation highlights not only a breakdown in Delta Bus Line’s reservation process but also a failure in customer service. I am requesting: 1. A full refund for the original ticket purchased through Delta Bus Line. 2. An investigation into Delta Bus Line’s reservation practices and customer service to prevent similar issues for other customers. I have attached supporting documentation, including the original ticket, proof of payment, and the new ticket purchased for my sister’s return trip. Please advise me on the next steps to resolve this matter. Thank you for your attention to this complaint. I look forward to your prompt response.Sincerely, ***** ******* ************

  Business response

  12/28/2024

   

  Initially Mr ******* called to change the trip going day, he had previously went online and purchased his tickets himself.  With the order # he provided, I pulled up his trip information and the going trip was changed twice once for a fee and a second change for no cost as a courtesy.

  Mr ******* purchased his tickets on Deltabus.net and his ticket information can only be retrieved on Deltabus.net or by a Driver with a ticket scanner.  There is no one in the Bus Station with the capabilities to scan a Bus ticket only the drivers. 

  Also all drivers have a manifest of all the riders or ticket holders for each trip.  Most times tickets are never scan the driver is standing by the door calling names off his manifest.  If a name is not on the manifest the ticket is then scanned for validation.
  
  According to Mr *******, his sister went inside the Atlanta bus Station and presented her boarding pass or her ticket from her email and was told inside of the station that the ticket or boarding pass was unavailable or not found.
  
  He called us the very next day and explained what he said his sister told him occurred inside the station.  I informed Mr ******* that the procedure was for me to call  the company that controls the ticketing system , which the driver’s scanners are a part of and see if there was a Scan Attempt on his sister’s Return trip.  In this same conversation Mr ******* admitted to not actually seeing what happened but his accounts were what he was told by his sister.  Before we could get back to Mr.  ******* we received his BBB complaint.  Further details revealed Mr *******’s sister never presented her ticket to be scan because there were no scan attempts registered with her ticket's QR code. 
  
  Mr ******* had a valid ticket to return back to Clarksdale on 12/01/24 10pm Bus Gli *********
  
  There was no need for Mr ******* to purchase the addition ticket he purchased.  We called him the following morning after receiving his email telling us what happened.  On our call he said he had to buy another ticket and his sister would be leaving the following day. 
  
  We give these situations immediate attention because we wish for every customer to have a seamless, safe and comfortable travel experience.  However in this particular situation, the ticket was never presented to a driver for travel.  We offered Mr ******* a voucher which he refused.

  Attachments Included are

  1 The return ticket where there is a valid date for  travel on Page 3

  2. Ticket purchase and boarding pass lookup

  3. return boarding pass

*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. ↩