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We purchased two full fare rountrip tickets at the Trailways website. The tickets said non-refundable. We could not take the trip and wanted to use the same tickets a couple of weeks later. Despite the fact that the price of the tickets are EXACTLY the same as if we had bought them in person, the company refused to provide a credit or exchange. We were told that we could have done exactly that had we bought the tickets in person for the exact same price. Terrible policy.
Bought the round trip ticket online and on our way back the bus driver didn't accept our ticket saying even if the departure and destination is the same if the route is different he can not accept the ticket. Since it was the last bus schedule on sunday we had to get a new ticket. Terrible online policy!
I just had similar experience. I purchased a ticket online in an emergency for my son who was stranded at the closed Amtrak station in Saratoga, NY. He had missed his train to NYC. I emailed him the confirmation email of the purchase, a PDF of the ticket I printed so the bar code could be scanned from his iphone and he had ID (his driver;s license). The bus driver refused to let him on the bus because he hadn't printed the paper ticket (which he couldn't from a closed train station). He refused to look at his proof of purchase and his ticket. He was left at night alone outside of a closed train station with no place to go and his purchased ticket not honored. The customer service people were worse. Rude and dismissive, spouting their policy and no refund because he didn't print a PAPER ticket in 2015. Backward, unsophisticated, money grubbing bus company. Just terrible.