Due to the Elton John concert, Big Bus Tours had amended its route near Soldier Field on August 5th. I understand this was out of their control, however they were not announcing this on the bus. No worries though because we arrived at the Field Museum stop at 4:45, 15 minutes before the sign stated the last pick up would be. Whew! By 5:00 about 30 people had gathered for that last pick up. By 5:15 when no bus arrived I started searching for a number to call. No luck there but deep into their website, I found a chat function. I am unclear if it was actually a human, I was asked a number of times for the city and physical address. It was not enough that I gave them the city, and stop name and number as printed in their brochure. I was referred to their app, despite advising them the bus locator function wasn’t working. After an extended silence, I was advised a bus would be there in 10 minutes. When no bus arrived after 20 minutes I tried to chat again. At this point I just wanted to know if I needed to find other transportation before the concert traffic made it really messy. I was advised they could not control traffic. Fair enough, they can’t, but I suspected a bus wasn’t coming. A full 45 minutes after the last bus should have arrived, I finally got a generic message saying service would resume at 9:00 am the next day. Stranded far from our hotel and now also unable to take advantage of the night tour we had also paid for, I requested a refund. Because we had ridden half a loop to the museum, the tickets were deemed used and my request was denied. I will not be using this company again!
Réponse de l'hôte
Sep 2022
Dlchtravels, thank you for taking the time to leave us feedback about your experience with us. We appreciate you bringing this experience to our attention and are sorry to hear this. We regret that you weren't satisfied with your experience. We hope you will give us another chance. Please call us so we can work towards a solution. Thank you and have a great day.