Trailways

Review: On Friday August [redacted] I purchased 2 online round-trip tickets from New York City to Kingston, NY with Trailways via their online site a[redacted]. On our return trip on Monday September *, as we were attempting to board the bus, the driver indicated that our tickets were invalid and stated that "online tickets were only valid on the return date indicated on the ticket", which happened to have been for Sunday August **. I was then forced to purchased two 1-way tickets to New York City from Kingston New York at the ticket office in Kingston NY (total price of $51), and was ultimately able to board the bus with my girlfriend. The ticket agent informed me that I should be able to get a refund by contacting Trailways directly.

On Thursday September * I contacted Trailways by phone at ###-###-#### and was told by the customer service rep that under no circumstances would they issue a refund due to their non-refund/non-transferrable policy regarding online tickets. When I demanded to speak with a [redacted] regarding the problem, the customer service representative stated to me (in a rather condescending tone) that the [redacted] was unavailable and they would not be able to help because of their policy - and that their policy concerning tickets purchased online being non-refundable and non-exchangable were stated clearly on their e-tickets and during the online ordering process, and that I would not be able to get a refund. This policy was not made clear to me at the time of purchasing the tickets online, however upon further investigation, the aforementioned language was found to be present on their website, but not presented in a clear and obvious manner at it was at located at the bottom of the booking webpage.

To recap, my issues are as follows: (1) I deserve a refund for the additional purchase of two 1-way tickets from Kingston New York to New York City in the amount of $51; (2) their policy concerning refunds and non-transferrability were UNCLEAR TO ME on the date of the online purchase, and (3) that their customer service and handling of the issue was woefully inadequate and completely disrespectful.Desired Settlement: As for the my desired outcome: (1) I want a written apology for the lousy customer service I received as I was treated in a disrespectful manner by Trailways customer service and staff, and (2) I would like a full refund for the additional purchase of the two additional one-way tickets I was forced to purchase in Kingston NY on Monday September *.