This Summer 2017 was particularly bad. Peter pan had hired white unmarked chartered buses - arrived unannounced at Woods Hole terminal picking up the tickets by the plaine-dressed drivers. These non-Peter pan drivers shouldn't have been placed to handle the passenger safety in compromised situations often. And, they weren't on time at all. And they often stopped at wrong spots in Bourne before getting into Boston South station as the drivers did not know the exact stops.
This is on of the most unprofessionally run companies I've ever experienced in my adult life. Bought a ticket at 9:00 today for my daughter going back to Boston on the Bourne to Boston bus. The bus showed up 45 minutes late and my daughter was told there were no seats left on the bus. After a 15 minute wait on hold I got a representative sitting at a call center who said I would hear from a supervisor in 7-10 days. The same goes for filing a refund request. Really?
Peter Pan should really look at what got wrong by looking at the customer comments. These are all signs of NO close control by the management. I see no driver or staff training. No loyal customer appreciation. No punctuality. Antiquated buses brought back again. Dilapitated.
This is their disclaimer on their website.
This sums up their attitude toward their ground transportation service today.
Other issues are, the company keeps the same rude drivers the longest after 10+ years after removing them from the routes dor their racial or aggressive behaviors or erratic manners. They are retrained but surely they carry the resentment. Among the new drivers some are nice but some others are unhelpful - refusing to load or unload the luggage in the cargo compartment to the airport or vice versa at Woods Hole. I remind them the passengers were not supposed to touch the bags in the cargo area, but, many drivers tell the passengers to take their bags out.
I start to move on to the limo services not to deal with frustration and stress.
How does a company specializing in logistics and moving people from location to location not know they've oversold the bus? Impossible. Had my daughter needed to make a flight she would have missed it and lost her airfare not to mention the cost of purchasing another ticket likely at two or three times the cost for the emergency fare price. This company couldn't care less. Avoid them at all cost.
When I called and reported these incidents or other suggestions to the customer services, I always got the argumentative reactions from the staff twisting my comments. This poor behavior and service was noticed since the steep raise of the fare and AFTER the merger with the Grey hound confidentially.
Indeed, their service has gotten quite poor over the past decade whether the owner family blames the greyhound or not.
They lost the close control of their operations like they used to.
To make matters worse, there was still confusion when a bus did show up, and the driver was extremely rude, and I was late to work that day since they could not get me on the bus that I had paid for and bought in advanced. This is a terrible bus line!
"from Reporting Concerns about Service : Peter Pan is not responsible for any inconvenience or expenses incurred resulting from travel delays, mechanical issues, service changes or cancellations."
The new staff help to sink the ship, too. Currently, the company doesn't act on the customer complaint or feedback with any insight and sincerity at all. Something is happening.
TERRIBLE terrible terrible system! AVOID this bus line if you can. They are constantly overbooking and this is about the 3rd time where I haven't made it on the bus at the time I purchased my ticket for. I wish there was another bus option for me to get back and forth from Boston to the cape. BEWARE when purchasing these tickets, very commonly they overbook, and your plans will be thrown for a loop. They should NOT be selling the tickets from an outside agent in woodshole and kicking off the people in falmouth who purchased a ticket in advanced. They need a better system...because the current system is unethical.
My Peter Pan bus picked me up in Providence, RI and arrived in Bourne, MA (where my connecting bus should be) at 11:11 and the Peter Pan bus from Bourne, MA to Woods hole, MA left at 11:10. They did absolutely nothing to help me and I was stuck in Bourne. It was totally out of my control and unfair. They should have waited one more minute for me because they knew my bus was coming. Do not trust this bus system. Take Greyhound instead and save yourself from this awful service.
This is one of the best, most affordable means of transport between the Cape and Logan airport. I am surprised it is so underutilized.
Peter pan service was once friendly local service but its poor service starts to become unbearable.
Without the immediate act on their control, I hate to say but this business has its end coming.
From the drivers to the customer services, I don't see ownership or teamwork mentality any more. The buses have poor hygiene issues with gunks and trash with pungent odor from the bathroom.The AC hadn't been properly running in the old buses in the AM departures from Woods Hole. In the summer of 2017. And the Wi-Fi now requires the Peter Pan Login but 4G is more reliable than Wi-Fi nowadays.
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