I’ll start with the good. The fare was reasonable and the ability to jump on and off during the tour allowed you to spend time at sites that interest you. This has been great at similar tours in other cities like Savannah, Georgia, and Washington, D.C. Our tour guide, Claire, was engaging, knowledgeable and thorough. She was fantastic. And Tiffany, our driver, was expert at navigating Philadelphia’s chaotic traffic.
That’s the good. That’s it.
Now, the bad.
First, they offer a free shuttle from the Amtrak station to the point where you have to redeem your online voucher for the paper tickets you must show each time you board the bus. They advertise this amenity on their website and assure you it’s available when you call a couple of days before your tour to confirm. “Just call when you get to the station and we’ll send the shuttle.”
It was not to be. When we called for the shuttle, they said, “Oh, that’s based on availability. The shuttle isn’t available today.”
There were six in our party: my wife and I, our two kids and my in-laws. An Uber is unlikely to carry six. We checked the taxi stand outside the station; none would carry six. So, we walked about 40 minutes through Philadelphia to redeem the tickets we’d already bought. (Or, pay two cab fares or two Ubers.)
Good news, we got to see a lot of the city! Bad news, we were stalked by a highway man (who had an accomplice), almost got clipped by cars running red lights and walked two 70-year-olds and an autistic 8-year-old (who is triggered by heat) through the city. In June. All because Big Bus lied.
We asked to make sure the shuttle would be available. They lied.
Next, let’s talk about this whole “off/on” thing. If the bus is full when you want to get back on, you don’t get back on. You wait 30 minutes for the next bus. And hope you can get on that one. (Routes stop running at 5 p.m.; if you’re still waiting on the other side of town then, you’re hoofing it across the city.)
Third, when we did finally reach the stop where we could redeem our online purchase for the necessary paper tickets, no buses were available. “We’ll have one at 11 a.m.” the guy said. So, when we walked around for a bit and came back at 11 a.m., the bus was full. “Go check the red bus down the street.” We walked to the other end of the block, told them they sent us there, and the exasperated booth worker radioed, “Ugh, Big Bus is sending people to us. We don’t leave for another 20 minutes. I’m sending them back.” So she sent us back down the block to Big Bus, where we waited to be loaded.
This company lacks the capacity for the volume it’s getting, has piss-poor customer service and lies about its amenities. They’re more happy with their profits than customer service.
We strongly suggest you find another tour company. Olde Town Trolleys, maybe? Anyone but Big Bus.