Very poorly organised. It is a great way of seeing the whole city but the way it’s organised, it makes it not worth it, especially given how expensive the tickets are.
We entered the bus on one of its last stops, thinking we’d do a full circle as it’s a circular line but we were kicked off at Times Square where we had to stand in line for over an hour. The same happened to a family on the bus the next day, they also asked the driver why they needed to leave if they had only just boarded, which makes me think it’s not just us not understanding their concept. Needless to say, the drivers are all very rude.
Because the queue was too long and being kicked off the bus was unexpected, we messaged customer support to change the date of the ticket. The person we spoke to said we could use the same ticket the following day as it’s valid for 24 hours. No surprise, that turned out to be incorrect as we were not allowed to board at first the following day. Luckily, the person checking the tickets at the station did let us on after we showed him the screenshot of the conversation with the customer support.
A good way to see the city but they really need to rethink the concept and assess the communication within the company and with the customers. There are definitely cheaper and better ways to see the city.