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I purchased a ticket over the phone to travel from Langley to Kelowna the following morning. I received a call 3 hours before the bus was scheduled to leave the depot that it would be an hour late and as a result I would miss my connecting bus. I asked for a refund, was directed to call a number, spoke with a guy who couldn't speak a word of english, he took all my credit card info and I thought the refund would simply be put back on my card. After taking the info including my security number on the back he tells me I need to take my ticket and go to a depot and get a refund there. I didn't have a ticket, I booked this over the phone. I purchased a plane ticket and flew back and then went to the depot, got a copy of my ticket and filled out the paper work. 6 weeks later, still had not heard so I called to follow up. The guy on the phone told me that he has no info and someone will be in touch with me. The refunds take 6-8 weeks according to him. I then sent an email. The following day I got a reply that I am not eligable for a refund because I had purchased a non-refundable ticket. This is theft, plain and simple. I paid for a service, it wasn't provided, I want my refund. It also cost me an additional $200 for a plane ticket. I'll walk in 10 feet of snow before I'll ever give these guys my business again. If there's a way I could get my money back, as it's rightfully mine, can someone please tell me how.