I'm a visitor from Kenya and traveled with my husband and * year old daughter from Balt...

I'm a visitor from Kenya and traveled with my husband and * year old daughter from Baltimore to Philadelphia on Friday *th June **** afternoon. We had made a reservation (Booking AIDQMGA -*******-****-******-M**R-****-BAL-PHI) for *:**pm and got to the White Marsh Park by *:**pm. However, when we got to the front of the bus, after queuing for a while, the driver told us we were at the wrong stop (for New York). By the time we went looking for the right Bus, to Philadelphia, it had just left. The signage at JC Penney was so poor*tiny, we spent quite some time looking for it. *Our biggest problem was that when we called the Customer Service and even spoke to the Supervisor, we were told to buy new tickets to get onto the next Bus for *:**pm, rather than having a mechanism of producing new tickets with the appropriate time, without us having to pay more for the new tickets. **We had no option but to buy new tickets (Booking AIDSLSY *****-****-******-M**R-****-BAL-PHI), otherwise our trip would have been further delayed, and we had a * year old child that was beginning to fuss. A trip that would have otherwise been straightforward and enjoyable left a bitter taste in our mouths because of the inconvenience of parting with more money. **As visitors from another country, we did not have easy access to internet to make the reservation and had to rely on a Good Samaritan to make the new reservation for us and use her email (*****@***.com) to urgently get the new ticket.**Our kind request would be that there should be flexibility in dealing customer's issues, to handle on case by case basis, especially since we asked to talk to the Supervisor. It would be good to have a mechanism of transferring a ticket to the next available bus, especially if there are lots of unoccupied seats, if the delays are genuine. There wouldn't be a problem if there's need to top up the fare, rather than paying for a whole new ticket altogether.