Ride with OurBus App Reviews

My first trip was from Virginia Tech to Reston, Va. It’s a 5 hour drive and it was 7 and a half hours and for 6 of those hours the bus driver refused to put on air conditioning. Myself and other people on the bus thought we were going to pass out. He finally put the air conditioning on once he got a bunch of complaints. The second part of my trip was from Reston back to Virginia Tech and it again took 7 hours instead of 5 hours like I was promised. A complete waste of money and time. Don’t do this.

Where should I start. Used our bus a few times on the Ithaca route to NYC with no incident. I thought this was a great operation. Until my son at University at Buffalo tried using our bus. First issue: traveling to NYC on a 9 hour ride on a bus with a broken bathroom. Drives stops in Ovid NY in the middle of nowhere and there’s a long line for the bathroom because everyone had to go. The driver left my son at the rest stop! You have no ideas the stress and expense it took to fix this issue, all his possessions were on the bus and no Ubers in a rural area. After several requests, we were never compensated for our trouble. Second issue: bus heading back to Buffalo breaks down 20 minutes from the University. It took my son 3 hours T just to go that 20 minute distance. Again, no refund or discount or a care in the world. Third issue: today I thought there’s no way there could be another problem. The bad luck must be over. Bus is now broken down again. Supposed to leave Buffalo at 11:30. Still there and it’s 1:15. And of course, no compensation for the inconvenience . The live chat people are always polite but it doesn’t change the bad business.

Don’t choose this company. Their strategy is to post cheap price on apps like Wanderu to hook you in, then the service fee + whatever fee will add in at least another $10, ok, fine. But then they deliberately change the bus schedule that you have booked to a time that you cannot make it ( like too late, etc), then they say they can let you cancel, BUT, first, they will keep all those fees regardless, second, they design their app or website to the way that you ONLY have the option to put the rest of your refund money to THEIR “ wallet” as a credit so that you HAVE to spend this money with them in the future regardless . When you talk to their customer service, they are rude and misleading, keep blaming it is the customer’s fault by “not choosing refund but credit”, WHAT a joke!!! There is no” refund” option at all! This is a scam company who intends to keep every dollar they grab into their pocket and will never let it go . I just experienced above horrible “ refund “ scam and I want to warn everyone be careful

Summary:
Do not use OurBus. They are prone to be late. Horrible customer service.

Story:
I got a round trip ticket to NY.

First leg of the trip was rescheduled to a day earlier which messes up the trip plans. On the day of the trip, the bus was delayed twice which ended being over 2 hours late. When the bus arrived, the driver would only take us halfway to the destination and we would have to book a Megabus to NY.

Second leg of the trip was also rescheduled to a day earlier.

Terrible customer service! - Reached out to them via email hoping to get a refund or some kind of compensation. They always respond back saying they need 24-48 hours to look into the issue and never respond back. When they finally responded back after multiple reach outs and 3 weeks later, they offered $20 vouchers. I have already spent $120+ on OurBus and $30 on Megabus too.

Being late and having to reschedule can be excusable since things happen. But the customer service is inexcusable. If the service was terrible or nonexistent, the customer should be compensated fairly. That was not the case.

When I followed up (as my schedule allowed) to process the credit that was promised to me, after a refund was refused — from a bus that didn’t show up to my stop and went on to the final destination. This was the response: “ Though you have reached out way after the departure time, as an exception for you I have processed the credits for the full amount back to your OurBsu wallet” Truly, I am blown away at the lack of compassion or quality of customer service from this organization. Really hope that your team reads these comments as they’re only growing in numbers of the discontent customers you are serving.

I wasn’t able to book my ticket for the holidays because the transaction kept failing. I tried contacting support, and they told me they couldn’t do anything because I had bad credit / vpn issue? I had to double check my credit score, and I currently have one 700+ so it shouldn’t have been that. They weren’t able to do anything and wasted my time, so I switched to trailways and booked just fine.

I’ve used ourbus in the past few years, and they’ve always been my go to. What as if happened is that the company got really popular and “successful,” that it no longer probably cares about its users.

First time using our bus the bus was more than an hour late and I wasn’t able to make it to my destination on time. Today I tried to cancel my ticket before 30 minute departure because I know that is the policy well when I go to cancel RidewithOurBusApp starts to glitch I was not able to cancel on time which was not my fault clearly but our bus does not care they do care about their customers only money but this will be the last time they get a dime from me. Think twice before booking because it’s okay for them to be late but if you are late and try to cancel they mess up RidewithOurBusApp so you won’t be able to

They deserve 0 stars. On my daughters first trip from Ithaca, Freshman year, by herself, they cancelled the first bus due to operational difficulties 2 hours before leaving. Then the second bus left on a 4 hour trip with a broken bathroom! And, then the bus itself proceeded to break down right in the middle of the trip! No customer service for this tech co. as all customer service was offshore. And they had no answers to fixing this with lots of contradictory answers about replacement buses, taxis, vans, etc. After being stranded on the side of the highway for 2 1/2 hours, a mechanic finally fixed the issue.

Earlier this month I booked for 5 travelers. 1 traveler could not make it so I wanted to cancel 1. Their process is to cancel the booking and rebook. I wanted to do the right thing and let them know I wouldn’t be using a seat so I canceled all 5. FYI you don’t get a refund. It goes in your wallet were you can use it later. When I rebooked 4 travelers the total was $110 more for 4 travelers. This is ridiculous I thought they would honor original price. As it’s their policy to cancel booking. I will never use them again. We travel by bus as a family often and never encountered this. So disappointed!!

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.

They just never showed up at port authority. No explanation from the bus company. Then someone from the group pretended he was on the phone with the bus. Got people to follow him to “an alternative site”. He robbed all and stole their clothes. Leaving them naked in an alley in New York City. Ok. The robbery and stripping is a joke. But…the bus company did abandon 17 passengers without explanation for nearly an hour and passed along messages on how to proceed through a random passenger during their silence. It’s messed up. And they don’t seem to care. Take a train. A greyhound. A go buses. Don’t take our bus.

It’s more expensive but by the time you get through the hidden fees and the confusion of missing the bus and where their buses may or
May not be (paying for unused tickets) because they have no real customer support or bus station, you’ll end up paying more, going further and getting a headache. This company has cost me so
Much over the years I can’t stand it. Just ride the train. I don’t recommend them to anyone

If I could give 0 stars, I would.

I was supposed to get on a bus from Philadelphia to New York and all that can go wrong went wrong. I waited at the stop about 20 minutes before my departure.
1. There were no signs whatsoever that it was the right place to wait.
2. I was tracking the bus and looked at the ETA. It was always stuck at a couple minutes away. The tracker at one point said it was less than a minute away but there was no bus to be found.
3. The bus never arrived and drove straight to the highway to go to New York.
4. I contacted customer service and complained/wanting a refund. They said they can only do credit back and a 50% off coupon for next time.

There is no way I would ever book with them again. Highly disappointed. Just stick with the bus company you know well already is my suggestion.

I’m the type of person that give several chances but I’m so over this company. The amount of times that buses just don’t show up or they’re over 2 hours late. I’ve been on 2 different types of crashes with out any refund despite the time of the bus being extended from 4 hours to 7 or even 8 hours (New Jersey to dc) which is insane. If you can find something else to use i would highly recommend because you cannot rely on them in anyway.

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.

So I’ve been riding this bus about once a month to visit my boyfriend and I am glad it exists I truly am. BUT, I feel like if it’s the dead of winter and you have a line of people waiting to be let inside in 20 degree or lower weather, just let them in?? I usually get here 40-30m before the departure time and it’s ridiculous that we can’t be let in a littler earlier. Like you tell us to be here at least 30m before but for what?? So we can stand around and wait? I’m furious and frigid‼️😡🥶😡 Please be more considerate towards people. It’s cold.

Shivam the representative was very helpful, professional patient and knowledgeable. He was with me on the phone for over 30 minutes till the issue was resolved. Excellent , I am very impressed by his service.

Lack of transparency. When you first choose the date you are told $32, then that jumps to $49; then after you select that then two more fees are added bringing you to $55. The fees should be part of ticket price and price should not jump from first advertised price of $32. Rip off

I highly recommend our bus company for maintaining exceptionally clean buses, employing courteous drivers who prioritize safety. The overall travel experience has been commendable. My only suggestion for improvement would be to provide charging outlets for passengers' cellphones on the buses. Overall, a great service that I appreciate.

I’ve taken Our Bus many times over the past several years. They are clean and the drivers are friendly. Their system for booking a seat is very easy to use. Three thumbs up! 👍👍👍