Martz Bus – Wilkes-Barre, PA Terminal

Operating from its terminal at 47 S Washington Street, Martz Bus provides a crucial connection for residents of Wilkes-Barre and the surrounding areas. As a long-standing, family-owned company founded in 1908, it has established itself as a significant player in regional transportation, offering more than just simple point-to-point travel. The company functions as both a commuter line and a comprehensive travel agency, providing a wide array of services that cater to different travel needs. However, a deeper look at its operations, based on customer feedback and available information, reveals a service with notable strengths and equally significant weaknesses that potential travelers should consider.

The Positive Aspects of Traveling with Martz

For many travelers, Martz represents a reliable and comfortable alternative to other forms of transport. The company has built a reputation for its generally punctual and dependable motorcoach service, a sentiment echoed by customers who value on-time performance for their daily commutes or weekend getaways. The fleet itself is often described as a step above competitors, with amenities like reclining seats, footrests, onboard restrooms, power outlets, and Wi-Fi, making for a more pleasant journey on their routes to major hubs like New York City, Philadelphia, and Washington D.C.

Exemplary Staff and Customer Care

One of the most prominent highlights is the quality of its frontline staff, particularly the drivers. There are numerous accounts of drivers going above and beyond their duties. In one notable instance, a traveler was nearly stranded due to a ticketing error caused by a different bus line. The Martz driver, rather than dismissing the issue, took the time to repeatedly check the system and successfully located the passenger's reservation, preventing a travel disaster. This level of dedication demonstrates a strong commitment to passenger welfare and creates a powerful sense of trust and appreciation. This personal touch is a recurring theme among positive reviews, where friendly and professional drivers are frequently praised for ensuring safe and pleasant trips.

More Than Just Commutes: A Full-Fledged Tourism Service

Martz extends its services well beyond daily commuter routes, positioning itself as a key provider of tourism and leisure travel in the region. The company offers a diverse portfolio of bus tours and vacation packages, handling all the logistics for travelers. These curated trips range from day excursions to Broadway shows in New York City and the Philadelphia Flower Show to multi-day getaways to destinations like Ocean City, Maryland. By organizing tickets, transportation, and sometimes lodging, Martz provides a hassle-free travel option for those looking to enjoy an outing without the stress of planning. This service transforms the company from a simple bus line into a versatile travel agency, catering to schools, groups, and individuals seeking organized entertainment.

An Insider's Tip for Better Pricing

While some perceive the service as expensive, savvy travelers have discovered a key piece of advice: call the company directly to purchase bus tickets. It has been reported that the Martz website often displays only standard flat fares, while numerous discounts and special offers are available over the phone. This simple step can make their premium service more accessible and provides an opportunity for direct interaction with their staff, potentially leading to a better-tailored travel plan and more affordable travel options.

Areas for Improvement and Potential Drawbacks

Despite its strengths, Martz is not without its flaws. Prospective customers should be aware of several recurring issues that can impact the travel experience, ranging from inconsistent customer support to significant operational limitations.

Inconsistent Customer Service and Post-Travel Support

A significant area of concern is the inconsistency in customer service, particularly with post-travel issues. The same company that employs heroic drivers seems to have a less responsive back-office support system. One traveler recounted a frustrating experience with the lost and found department. After accidentally leaving a package on a bus, they made multiple calls and left messages over several days, receiving no response. Even after escalating the issue to a tour agent, the situation remained unresolved. This points to a critical gap in their service chain, suggesting that while the on-the-road experience can be excellent, resolving problems after the trip is complete can be a challenge.

Punctuality Is Not Always Guaranteed

While many praise Martz for its reliability, severe delays are not unheard of. One passenger reported an extremely frustrating delay on a short trip from Scranton to Wilkes-Barre, where a 9:40 PM bus journey resulted in them not arriving home until after 11:20 PM. Such a significant delay on a route that should be relatively quick is unacceptable for many travelers and stands in stark contrast to the company's reputation for punctuality. This suggests that while generally reliable, the service is susceptible to operational failures that can cause major inconvenience.

The Challenge of Limited Terminal Hours

Perhaps the most significant practical drawback of the Wilkes-Barre terminal is its severely limited operating hours. The terminal is only open from 6:15 AM to 2:00 PM daily. This schedule poses a major problem for anyone traveling in the mid-afternoon, evening, or late at night. Passengers on later buses will arrive at or depart from a closed facility with no access to a waiting area, restrooms, or ticketing agents. This lack of amenities and shelter can be particularly difficult during inclement weather or for those with long waits, creating a potentially uncomfortable and insecure travel environment.

The Overall Verdict

The Martz Bus terminal in Wilkes-Barre offers a transportation service with a dual personality. On one hand, it provides a premium intercity bus travel experience with comfortable coaches, professional drivers, and an impressive array of charter bus services and organized tours that make it a valuable asset for leisure travelers. The potential to find hidden discounts by calling directly is a significant plus for budget-conscious customers.

On the other hand, potential travelers must weigh these benefits against serious shortcomings. The risk of encountering unresponsive customer service for issues like lost items, the possibility of significant delays, and the highly restrictive terminal hours are all factors that can detract from the experience. For those whose travel plans align with the terminal's limited schedule and who don't encounter any post-trip issues, Martz is likely to provide a superior journey. However, travelers departing or arriving in the afternoon or evening should be prepared for a non-existent terminal experience and must consider if the potential for service inconsistencies is a risk they are willing to take.