I'm a New Yorker who saw a story on the local news about supporting Big Bus during the pandemic. It mentioned kids were free. We decided to go into the city for a bus tour for my son's 5th birthday.
The only way to communicate with the company is via chat. That day (2/9/21) I confirmed the timing of the last bus with agent Isabela. (She informed me kids were not, in fact, free with the most basic ticket.) We showed up about 10 mins early to stop #3. The live bus tracker on their app was not working, so I again confirmed with Isabela, who said it might be delayed due to weather. (It was not raining or snowing.) When no bus came, she stopped responding. After 45 mins of entertaining a 5-year-old and 2-year-old on a street corner, we gave up and went home. I checked the live tracker before we left, and it showed no buses running. We had bought tickets and waited around on my son's birthday for nothing.