We were treated poorly, the tour and staff are a mess and I would never use this company again. We had been trying to use the bus since 9:30am, the first time we got on it we were quickly kicked off and told we needed to have my phone scanned to print a ticket. There was no one to scan the ticket which is why we just got on, so after getting on and getting kicked off we were eventually allowed back on after the driver viewed the tickets on the phone. Same thing 2nd time. No one to scan and they just checked the phone and allowed us on. On our 3rd attempt to ride, we waited at stop 8 for a very long time only to realize the bus was not coming as the street must have been closed for a festival. We were unaware there was no bus and the app did not update the route. We then had to walk to stop 9 only to get kicked off to get scanned!! Someone was actually available to scan but we were bumped to the back of crowd. By this time it was after 2:30pm and we then had to wait for next bus after we were scanned because no seats were available once allowed on. This was our 3rd ride and we also had yet to be able to ride on top deck. I then reach out to live chat, the only way to contact the company, and was told there was a wait of less than 8 minutes. Well over an hour later once I’d disconnected does anyone respond. I requested a refund, which I did not do lightly. I am not a hard person to please but this company has unacceptable business practices all around. The service was awful and the bus was our worst experience in the city and the cause of a lot of wasted time in our day. NY is expensive and you want to get the most for your time and money. Big Bus was a huge let down. My request for a refund was denied. They offered me a 50% discount for future use. I will never use this company again.