Good Afternoon Suemalyon1,
It is disappointing to hear of the challenges you had. We, at Big Bus, our customers are the top priority and we sincerely apologize. we understand your time is important, and we always plan for additional buses during busier times to avoid extended wait periods. Our tour are designed so our customers can utilize it in any manner they’d like, we can’t force passengers which route to take or when to hop-off. Unfortunately, we did also experience major delays due to city events out of our control. Whenever we have to change or alter a route, or close a stop completely, we only do so once mandated by the Dept. of Transportation. We post these changes on our website and app under “Service information”
All of our guides and agents are aware of these changes and should be informing customers also. Outstanding customer service is a top priority, and we expect every employee to treat each guest with the utmost courtesy, professionalism and respect. Any other behavior short of exemplary, is unacceptable, and will not be tolerated. We take complaints like this very seriously, and appreciate if you can provide a name, description, route, location and time to
[email protected] so we may further investigate and ensure proper action is taken.
We are sorry that we did not meet your expectations, but with the feedback you provided, we will continue to strive to be better, and hopefully meet your expectations next time you visit New York.
Kind Regards,
BBTNY