Bolt Bus Customer Service Issues

Regarding my recent travel experience with booking c[redacted]8 departing from [redacted] N. Alameda St, Los Angeles, CA on Thursday, the 17th of May [redacted] at 6 p.m. and arriving at [redacted] Gillespie St at 11:26 p.m., unfortunately, my luggage was stolen. The first item taken was a black medium to large rolling suitcase with bright orange name tags displaying my name and phone number. The second piece of luggage was a blue and white striped beach bag containing my clear beautician bag with valuable skincare products, from waxing supplies to my toothbrush and deodorant. Within my stolen luggage were my favorite dresses, such as a shimmery gold dress, a shiny black and silver long-sleeved dress, gold strappy sandals, couch tennis shoes, new faux leather pants, and new open-toed pink shoes with gold spikes and heels. I can be reached at [redacted] and my address is [redacted] North Figueroa St #[redacted], Los Angeles, CA [redacted]. I am giving a 24-hour ultimatum for a response; otherwise, I will have to express my dissatisfaction. Thank you for your assistance. Sincerely, Mirna A.

I recently visited your site to buy a round trip ticket and faced challenges due to my disability. The website lacks options for my disability, pushing me to purchase a ticket hastily in fear of it selling out. Upon contacting customer service, I was informed that I needed to buy a second set of tickets as my current ticket couldn't be adjusted to indicate my "S-Class" designation. I emphasized I already had a ticket, so there would be no bus overbooking. I'm distressed that I couldn't have the ticket classification changed by customer service and disappointed not to speak with a live manager immediately. I'm forced to email with uncertain response time before my 10/28/18 travel date, causing me immense physical and emotional distress due to my chronic illnesses. Despite federal regulations providing rights, I don't feel the same respect from your company, leaving me feeling discriminated against. I'm asking for adjustments for preloading and preferential seating. I can be reached at [redacted]. Sincerely, M. Keene-King

I contacted customer service twice this morning to explain an unfortunate incident preventing me from traveling today. I requested a refund for my round trip tickets, but was informed that a refund was not possible. Instead, I was advised to reschedule my tickets for a different date, with the added requirement of paying booking and transaction fees. The two employees, initially Keysha (#[redacted]) and then Supervisor John (#[redacted]), showed insensitivity and unprofessionalism in their communication. Keysha ignored my request to speak with a supervisor, and when connected with John, he appeared disinterested and dismissive in resolving the issue. Unfortunately, we did not reach a resolution. I am greatly disappointed with the lack of satisfactory customer service provided. I have decided not to use BoltBus in the future and suggest retraining for your employees. Best, M. Medina

I contacted customer service twice this morning regarding an unfortunate incident preventing my travel today. I requested a refund for my round trip tickets but was informed that a refund was not possible, urging me to reschedule for a different date with additional fees. The two employees I spoke with, Keysha and Supervisor John, were unhelpful and unprofessional. Keysha (#[redacted]) initially ignored my request for a supervisor, and when connected to John (#[redacted]), he was disinterested in assisting us in finding a solution. Unfortunately, we could not reach a resolution. This experience has left me extremely disappointed with the customer service provided by BoltBus. I have decided not to use their services in the future and suggest they consider retraining their staff. Sincerely, Milagros Medina

I need to correct the date on my ticket. I originally booked it for December 17th, but I meant to book it for December 18th. The confirmation number for the ticket is [redacted]0, and it includes two passengers, Kevin Foltz and Lillian Eagan, traveling from Union Station (DC) to 11th and 36th (New York) at 12:30 PM. Despite my attempt to change both tickets to the correct date by calling this morning, only Kevin Foltz's ticket was successfully updated. His new confirmation number is [redacted]4 for the same route departing at 9:30 AM on December 18th. I still have credit from the canceled trip to cover Lillian Eagan's new ticket, which I would like to purchase for the same bus Kevin Foltz is on. I've tried to resolve this by phone but was left on hold for an hour after being promised immediate assistance upon transfer to customer service. I hope this ticket change can be sorted out promptly.

Dear Bolt Bus, On January 29, [redacted], my son departed your bus in Seattle, WA after taking the 8:15 am Bolt [redacted] route. Unfortunately, he left his bag in the luggage compartment, traveling onwards to Portland, OR. Despite immediate contact with your customer service team to arrange luggage retrieval in Portland, we received no response to our emails and calls. The sentimental items in the bag were crucial to my son and following your protocol, we tried diligently for three days to recover it, only to be met with silence. Please review the communication log and assist us promptly. You can reach me at [redacted]. Sincerely, David A. Benko President, National Neon Sign Museum Hello, I am Simon Benko. Today, January 29, I left a black suitcase on the BoltBus heading to Seattle from Portland at 8:15 am. My schedule was BOLT [redacted] with confirmation number D-[redacted]3-18. The bag contains personal items like tea, teapots, a pinecone display, a coin counter, and bed-ware. Please help me retrieve my suitcase; you can contact me at [redacted] or [redacted]. Thank you for your assistance. Simon Benko National Neon Sign Museum [redacted] East 3rd Street, The Dalles, OR [redacted] Phone: [redacted]

I arrived at the Bolt Bus Terminal in NY around 4:40 p.m. for my 5:15 p.m. departure to Baltimore. I bought my ticket on Wanderu and provided my confirmation number, but the bus driver needed the barcode to scan. Despite my phone battery being low, he wouldn't allow me to charge it on the bus to find the email with the barcode. It took me a while to locate the email, only to discover it indicated Baltimore, not DC. I was unaware of the DC route since it wasn't specified, and the driver didn't mention it. This was my first time using Bolt Bus, and I felt frustrated by the lack of communication and signage. I'm requesting a refund as I wasn't late to the terminal and hope you can understand my situation. Thank you.

I am concerned about the lack of destination signs on Bolt Bus. Recently, an incident occurred where a Chinese passenger mistakenly boarded a bus heading to Eugene instead of Seattle due to the absence of clear signage. The driver permitted this without properly checking the passenger's ticket. This confusion could have been avoided with visible signs on the bus or verbal announcements by the driver. In a similar situation, the passenger was helped by a kind individual when he disembarked in Albany, as the driver seemed indifferent. As a retired teacher at the age of 73, who has utilized Greyhound services extensively, I urge Bolt Bus to address this issue promptly. It is important for passenger safety and satisfaction. I hope for a positive change in this matter. Thank you. Penny Rix

I made a reservation for two, yet it only captured my name. Bolt informed me that I can't update the ticket with the second passenger's name and suggested buying a new one. Disappointing to face such rigidity. Concerned about any future issues. I won't buy a new ticket. Hoping for a solution before my trip on the 12th of October. Fingers crossed this doesn't cause any trouble during my journey.

Hello, my name is Colleen Owens. I was using the Bolt Bus app to check prices for a trip from Baltimore to New York. I found a fare of $8 one way for me and my husband, totaling $16. Then I discovered a return fare from New York to Baltimore for $9 each. When I called Bolt Bus, a representative didn't believe me even after I showed her a screenshot. I felt upset being called a liar. Thankfully, Emilio Soto confirmed the prices were as I stated. This experience with Bolt Bus was discouraging and upsetting. I plan to email my feedback. I want this situation resolved. I appreciate your time. Thank you, Colleen Owens.

Hi, I'm Ayomide. My friend, Idowu, ordered a Bolt ride from his home in [redacted] Estate, VI, Ikoyi, intending to go to Yaba. He left with the Bolt driver once the car arrived but has not returned home for 2 to almost 3 days now. We are worried as we can't locate him. Could you provide us with details about the driver who picked him up at [redacted] Estate, VI, Ikoyi, Lagos on 05/21/[redacted] around past 12 pm? Idowu's phone is currently off. Any assistance would be greatly appreciated. Thank you.