I was sorely disappointed with my experience in Washington DC on July 4th. When I purchased my ticket, there was no indication that there would be any change to the bus stops. Nor was there anything on the web site or the app that day when I checked.
I went to the Alexandria National Cemetery and waited for the bus. The app said the first bus would arrive at 10:33 and would come every half hour after that. I waited for more than half an hour. In the meantime, I used the instant messaging option within the app and asked if the bus would be coming to Alexandria. I received NO reply until the next day, which was useless.
So I took the Metro into DC and went to another stop, and again, no bus. Looking at the app, I could see that all the buses were on the eastern side of the city. So I walked about 15 blocks and finally found a bus. The driver informed me that due to road closures, because of the holiday, they wouldn't be going to the Lincoln Memorial or the Natural History Museum. He also said my ticket would be extended to the next day. Turns out four of the ten stops were skipped. And I had to return home the next day so extending my ticket did me no good.
I understand why the stops had to be limited due to the road closures; however, if this had been communicated in any way on the web site or the app, I would not have purchased a ticket. And the fact that my repeated attempts to reach someone that day were never responded to are just plain rotten customer service. And the additional expense and effort I had to put into tracking down a bus is completely unacceptable.
I will never use this company again, and I will highly discourage anyone I know from ever using this company.
Одговор домаћина
Jul 2021
I apologize for your experience. The service updates for stop closures due to the 4th have been up for 2 weeks. There were banner ads on our Washington Big Bus landing page as well as push notifications through our app. I am sorry they did not reach you however, it was available and many guests were grateful for the information. Please try us again when conditions are more favorable. Thank you for the review.