We had the whole day in Santa Monica before we flew home to Sydney that night so we decided to catch the big bus from the pier and ride the blue and red line to see Santa Monica and LA to make the most of the day. We purchased the tickets online and waited at the pick up spot. It was 11.40 and the next bus was due in 15 minutes as it came hourly to the pier. After waiting for 50 minutes and no bus we tried the app with online tracking and no buses came up on the app. We tried to call big bus and kept getting redirected to the San Francisco line and then disconnected. Finally we then tried the instant chat online and were still not able to get an answer as to when the bus was coming. After nearly an hour and a half of waiting a bus came past and stopped to tell us it was a training bus and the next bus was five minute behind. No problems. The next bus came twenty minutes later. Frustrated we asked the staff when we boarded what happened as it had been well over an hour and the bus due before this didnāt come. They advised us the bus before broke down and offered no apology. I understand that these things happen, no one can control it, but if the various contact methods were working we would have been able to find this out and not waited in the sun for nearly two hours!
Once on the bus we were frustrated but the female travel guide, who mentioned she was still training, was excellent, so knowledgeable and we really enjoyed it.
Then we got to the changeover stop with the red line but unfortunately it was too late for us to change as the bus we were on was the last one coming back to Santa Monica for the day. We had to wait half an hour in the back street before hoping back on the same bus to return home. I would suggest if you are making customers get off the bus and wait before it continues on, do it in a place they can venture round while they wait.
Then on the route back we had a male travel guide who was also training. Unfortunately even though my husband and I advised him the microphone was on when we boarded the bus he didnāt realize the conversation he and his coworker were having about their rent and connecting the gas and their pay was beaming into all our headsets. He also had no knowledge on the way home and had to keep being corrected by his trainer. I think your guides should be trained on the buses with the learning drivers so paying customers do not suffer.
Got off the bus at Santa Monica and was extremely deflated after the last day of our holiday was such a disappointment. We have used and enjoyed big bus all over the world and in NY and San Fran in the US, but this was an awful experience.