Busbud
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"A Matter of Principle, Not Frustration"
I booked a trip for August 5th and made the responsible decision to cancel on July 21st — well in advance. I didn’t miss the trip. I didn’t cancel last minute. I followed the proper process: I tried to cancel through the platform, but the system blocked me and instructed me to contact support. So I did. I reached out to both Busbud and Maple Bus directly, then waited over 10 hours with no proper response. I followed up again, only to receive vague back-and-forth and an offer of store credit — something I never asked for, never accepted, and don’t intend to use. When I reviewed the refund policy, I found exactly what I suspected: the terms buried in fine print, hidden in a way most customers would never notice until it’s too late. That’s not transparency — that’s setting people up to fail. The truth is, I did everything right. I canceled ahead of time, contacted support as instructed, and still got ignored. The delays and lack of communication suggest a system designed to stall until customers give up. I’ve already filed a formal complaint with the Better Business Bureau and am leaving this review so others are aware. I’ve documented everything — timestamps, screenshots, responses — and I will continue sharing across platforms like Reddit, Trustpilot, and social media if this isn’t resolved. This isn’t about $198. It’s about accountability, respect, and customer service. If a company can’t honor its own process when a customer cancels correctly, people deserve to know. Update: Two refunds were issued, totaling $185.40 out of the $198. I appreciate the partial resolution. Still short $12.60, but I’m satisfied with the outcome.
"Very Disappointing Experience with Busbud"
I booked a bus ticket from Kamloops to Vancouver through Busbud, paying extra for ticket insurance that promised a full refund in case of cancellation for any reason. My bus was scheduled for 6:20 AM but was delayed by over two hours. Since I had a flight to catch for an emergency, I was forced to find alternative transport. At 7:45 AM, I received a call from the bus company. I explained that I had to change my plans due to the delay and requested a refund. After checking my booking, they confirmed that since I purchased insurance, I could contact Busbud to initiate the process. I immediately reached out via both chat and email, only to be told later by Busbud that no refund would be given. Their reasoning? That I needed to send the cancellation request 15 minutes before the original departure time, not the delayed one. This makes absolutely no sense—especially given I sent my request 45 minutes before the actual delayed departure. This response feels unreasonable, misleading, and contrary to the purpose of purchasing refund insurance. I paid extra to protect myself from exactly this type of situation, yet Busbud has refused to honor it. Overall, this has been an extremely disappointing experience. I will not be booking with Busbud again and will caution others to think twice before relying on their services or “insurance” add-ons.
"Good Service, But Disappointing Treatment of Fellow Travellers"
We left Holbox Island during a thunderstorm and took an ADO bus from Chiquila to Valladolid. The bus itself was comfortable and the ride smooth, as always — we’ve taken ADO all over Mexico and generally find the service excellent. However, what we witnessed in Chiquila was really disappointing. Two fellow travellers arrived at about 17:10, just as the bus was about to leave. Even though the bus was practically empty (only five passengers in total including us), and despite the heavy thunderstorm with everyone soaked through, the driver refused to let them board. They explained they had already paid for tickets, but the driver simply didn’t care. We understand the rule about arriving 10 minutes before departure, but in these extreme circumstances, a little compassion would have gone a long way. Instead, two travellers were left stranded in Chiquila at night in a storm — something that could have easily been avoided with just one minute of patience. This left us with a really negative impression. ADO usually sets a high standard, but in this case, basic empathy was completely missing.
"Disappointing and Frustrating Experience — Avoid If Possible"
I canceled my Busbud booking within one minute of purchase, fully expecting a complete refund as their policy clearly states. Instead, 25% of the amount was withheld without any valid explanation. To make matters worse, there’s no way to reach a real person. No phone number, no direct email — only a chatbot and a contact form that generate automated responses. Despite multiple attempts, I received no meaningful support. This practice feels misleading and unfair, especially when no service was provided and the cancellation was immediate. I’ve since escalated the matter to the Office de la protection du consommateur for proper resolution. I cannot recommend this platform. If anything goes wrong, you’re left entirely on your own.
"Worst Service Ever — Avoid This Company"
No customer service, no flexibility, and a frustrating experience from start to finish. I accidentally bought an escape ticket for the wrong date and was fully aware of the 24-hour change policy. I immediately tried to contact the company, but no one ever answered the phone, and their website is overly complicated and unhelpful. As a result, I ended up losing $200 simply because of their incompetence and lack of support. For future travellers — book directly with Via Rail instead. I will never use this company again and strongly recommend others avoid it too.
Busbud
Busbud is a Montreal-based travel platform that lets users search, compare, and book intercity bus tickets worldwide. Partnering with thousands of bus operators, it offers a seamless, accessible, and sustainable travel experience.
Address
Montréal, 5425 Casgrain, Canada
Website
https://www.busbud.com/en/about