Good Afternoon Jennifer W,
Its disappointing to hear that you did not have a pleasant experience with us. Please know, we don't false advertise or coerce in order to profit our business. Big Bus, care about all of our customers as we pride ourselves in operating a compassionate and ethical business, anything less of that is going against our core values and we would never jeopardize our reputation in doing so.
Due to city events out of our control, we have been experiencing an increase in delays and route changes. 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. while 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.
In regards to feedback on the quality of the bus, audio, app and tickets, we appreciate it and will be reported to the designated department to take them under advisement. All of our guides should be presenting a commentary that is entertaining and educational. While we do encourage our guides to make the tours they are presenting their own, and add a personal touch from time to time, information provided should be full of the history, facts and architecture of Manhattan and surrounding buildings. Please email us at
[email protected] descriptions, names, tour dates will appreciated in retraining and corrective action.
As per your refund request, please forward your information including the reason for your requested so, we may resolve the issue promptly. We hope you were still able to enjoy your time in New York nonetheless, and this one experience does not deter you from using Big Bus in the future.
Kind Regards,
BBTNY