Greyhound Customer Service Issues

During my last stop, I politely inquired about having a smoke break. However, the person responded quite rudely, saying there was no time for that. Another passenger, a lady, suspected her bag was not loaded onto the bus. When she asked him to check, he brusquely claimed it was not his responsibility to load bags and refused to assist. This lady, whom I have been traveling with for hours, is kind but has mental health challenges. I felt the driver was overly harsh towards her. He could have explained things more kindly, but instead chose to be unpleasant.

I am currently on a bus journey from Philadelphia to Richmond, VA with schedule number GLI3041. I want to share my experience on the trip. I had a pleasant conversation with a fellow passenger until he got off the bus in Baltimore. Due to my recent hip replacement surgeries, I have certain limitations and need to stretch my legs during long journeys. I tried to accommodate this by moving seats in Baltimore but encountered a Greyhound employee who was unhelpful when it came to my backpack placement. Despite trying to explain my situation, I faced resistance from Greyhound Security, culminating in involvement from the police. This whole ordeal made me feel marginalized compared to how another passenger was treated on the same bus. The behavior of the driver/passenger was very unpleasant and I believe she should consider a different occupation.

On 4/20, while entering fare details for a round-trip from Asheville to New Bern, NC, I inputted billing information and received an error message stating, "Oops, can't find your order," redirecting me to the start page. After reaching out to customer service on 4/21, I successfully finalized the trip details and made reservations using a different credit card. Upon reviewing my Amex card today, I discovered that all four attempts were charged to my initial Amex card, totaling approximately $[redacted].00. None of these transactions were confirmed, and I did not receive an email outlining the trip summary as all the billing occurred on 4/20.

I waited on hold for more than 45 minutes initially. The agent was hard to understand and didn't grasp my issue. After requesting a supervisor due to the agent claiming there was nothing she could do, she pretended to transfer me to a supervisor but came back on the line pretending to be the supervisor. I knew she wasn't the supervisor, requested to speak to one, and she continued to insist that the supervisor needed a paper ticket or something on my phone without listening to my situation, repeating it about 15 times.

I encountered an issue at the Salina Kansas bus station regarding a refund. They claimed they were unable to provide a refund due to their small size. The manager advised that I could potentially receive a refund if I took the matter to a larger terminal in Ohio. Despite receiving my ticket at the station and not printing it at home, a staff member mentioned being unable to process a refund for a print-at-home ticket. This situation is urgent as the money needed to return home is mostly in the ticket after renting a car. Although a Greyhound manager assured me of a refund initially, contacting Greyhound resulted in the request to mail the ticket for a refund, which is challenging given my imminent departure in a few days.

During my recent experience at your Denver Colorado station, I encountered significant issues. I was detained for over 12 hours without explanation or any assistance provided. I did not receive compensation or even basic essentials like food or water. To make matters worse, I felt harassed by the security staff and had a family heirloom confiscated from me. I also experienced distress when I was cornered in the restroom multiple times regarding my ticket, even though I had shown it to security as requested. This situation made me extremely anxious, especially when the security officer denied our interaction shortly after. The environment was further aggravated by the smell of marijuana, which may have influenced the security officer's behavior.

When my son and I experienced a 5-hour delay on February 28, [redacted], upon arriving in Flagstaff, AZ, we were left stranded by the Greyhound driver. We were dropped off at a closed bus stop and later at the Phoenix, AZ terminal. Despite inquiring about the next bus to Las Vegas, we were informed of a 15-hour delay plus an additional fee per person to board an earlier bus due to missing our original schedule. Reluctantly, I paid the fees to avoid a prolonged stay in the station with my 3-year-old. Subsequently, I arrived in Las Vegas on March 3, [redacted], missing work and facing repercussions. During our return trip to Chicago from Las Vegas, we encountered a 24-hour delay in Utah and were provided a shared hotel room causing distress to my child. Unfortunately, my carry-on luggage, containing essential items, was mishandled and lost, leading to further complications.

Hello, I urgently need to get back to NC due to a family emergency. I purchased a ticket from Dallas, TX to Asheville, NC for today but had to cancel it. I didn't realize it takes 7 days to get a refund, and I am out of money now. It would have been helpful if I was informed about this earlier so I could have switched my ticket to another date. I really need to get home quickly. Is there any way you can assist me by allowing me to keep the money as credit for a new ticket? I appreciate your help and understanding. Thank you. - AW

I have encountered a sudden emergency back home in North Carolina. I had purchased a ticket for today's trip from Dallas, Texas to Ashville, NC. Unfortunately, due to unforeseen circumstances, I needed to request a refund. Regrettably, the refund process takes 7 days, which I was not aware of at the time of cancellation. I am urgently in need to return home and do not have the luxury of waiting for the refund to process. I was hoping that instead of the refund, I could simply be transferred to the soonest bus available to my destination. This situation has left me financially strained, and I would greatly appreciate any assistance you could provide. If it's possible to keep the funds from the refund and issue me a new ticket, it would be a tremendous help. I wish the staff would have informed me of the delay in the refund process and the option to switch to another travel date. I sincerely hope we can find a solution promptly. Thank you for your consideration and understanding. Best regards, A.W.

I collected my ticket at the Macon GA station at 6:35 pm for my trip to Atlanta. Upon arrival, the clerk refused to check in my bag due to late arrival of the bus and lack of insurance. Upon reaching Atlanta, the driver informed me I couldn't retrieve my bag tags because of the bus delay. I attempted to ensure both my bags were onboard but was denied by the driver. I have been subjected to rudeness, unsure if my essential legal papers are with me. As a paying customer who purchased a ticket in advance, I find this treatment unacceptable. My name is Virginia F. heading to Conway, Arkansas.

My name is Joshua U. and my confirmation number is [redacted]. I had purchased a Greyhound ticket for Thursday, April 26th at 6:00 AM, with the returning trip scheduled for Friday, April 27th at 6:45 PM. It's currently 1:04 AM and I am just boarding the bus after a lengthy delay. Many passengers, including a female who fainted, waited over six and a half hours, causing frustration. I am requesting a refund of $78 for the return trip due to the extensive delay. Staff at the Greyhound bus station mentioned that they could help us get a refund via email. I appreciate any assistance to resolve this issue as I prefer not to discontinue using Greyhound.

My name is Joshua U. My confirmation number is [redacted]7. I purchased a Greyhound ticket for Thursday, April 26th at 6:00 AM. My return trip was supposed to be on Friday, April 27th at 6:45 PM. It's currently 1:04 AM, and I just boarded the bus after waiting over six and a half hours. Many passengers, including a lady who passed out, were upset due to the long delay. I paid a significant amount for the ticket and would like a $78 refund for the return trip. Greyhound staff at the station mentioned they could assist with refunds via email. I hope for your help in resolving this issue as I would prefer not to discontinue using Greyhound services.

I had a distressing experience with the Nashville station where my luggage was not returned to me from the bus, leaving me stranded without my belongings. The staff were unhelpful, and I felt ignored, even though I tried to explain my situation. This caused me to miss my bus as I was confused about the schedule. Consequently, I'm now waiting for the next bus at 10:30 PM, missing work as a result. I'm frustrated as I don't have any spare clothes with me. The staff's attitude has only added to my stress. I believe some form of compensation is necessary for the inconvenience. When I arrive at my destination, I will be without clothes and will need to purchase new ones immediately. Thank you, Lisa Richter.

Upon arriving in Hartford, Connecticut, my luggage was lost, and despite receiving a refund check to my old address at 44 Montville Street, Hartford, Connecticut [redacted], I have since relocated. After contacting the agent last Thursday, I was advised to wait for an email and letter regarding updating my profile, but have not received either communications. I am concerned about the redirection of my refund check given my circumstances following the loss of my luggage which contained essential work supplies such as my computer. The agent provided me with a new claim number, which is [redacted], as I had misplaced the original one. Any assistance on this matter would be greatly appreciated. Thank you.

I had booked a ticket from Durham to Norfolk for a 9:20 A.M. departure. Upon arrival at the station at 8:20 A.M., I was informed by an agent that the bus was running late, as it had been for the past two weeks. To catch my connection, I would need to take a $40 cab or wait an additional 2 hours for the next bus. I was taken aback by the suggestion to pay for a cab after already purchasing my ticket, and the agent's demeanor was unprofessional and unhelpful. When I requested to speak with a manager, I was told none was available. After waiting 2.5 hours, I was unexpectedly charged an extra $15 for my backpack, which was under the weight limit. If I had known about the previous delays, I would have made alternative arrangements. This experience has left me frustrated, embarrassed, and dissatisfied. I am seeking a resolution to this matter, as this service was not what I expected or paid for.

The Greyhound bus experienced a delay due to running out of fuel on the road. The driver's oversight caused me to miss my connecting ride, resulting in a 1.5-hour delay for repairs. I contacted the hotline call center during the incident, and I was informed that my ticket would be automatically rescheduled for 5:30 a.m. at the Richmond bus station. However, upon arrival, the staff seemed unaware of the situation, leaving me stranded overnight. The agent was unable to assist me further, and I am left waiting for a resolution. I urgently need help as I have an important appointment tomorrow evening, and this situation has caused significant inconvenience.

I recently purchased two tickets from Chicago to Indianapolis, but when I checked my confirmation number, I realized the return trip was incorrect. It should be from Indianapolis to Chicago, and not the other way around. The website is now asking for an extra $20 to correct this mistake. I booked the trip for two people a couple of days ago and have been a regular customer, traveling multiple times a month with your company without any issues. I always return on the same day and never stay overnight. I would appreciate some assistance with resolving this matter. I love the service provided, and the staff has always been very friendly.

Gloria Threlkeld [redacted] Grouse Run Drive Stockton, California [redacted] May 18, [redacted] Greyhound Lines, Inc. Consumer Complaint Division PO Box [redacted] Dallas, TX 75[redacted] To Whom It May Concern: Regarding Carrier Service and lost baggage on April 22, [redacted], with baggage claim ticket [redacted]4 and lost baggage tracing number [redacted]1. On April 20, [redacted], I traveled with Greyhound Transit Service with ticket confirmation number FP964717. Unfortunately, I experienced issues on April 22, [redacted], during my journey. The bus broke down near Bakersfield, resulting in a long delay and leaving behind my luggage. Despite assurances from the driver, my baggage could not be retrieved. I called Customer Service upon arrival at my destination and was provided with the tracing number for my lost baggage. I am requesting a reimbursement of $[redacted] for the lost baggage. Please reach out to me at the provided address or by phone at [redacted]. Sincerely, Gloria Threlkeld

My bus was scheduled to depart at 2:20 AM from Flagstaff, AZ to Phoenix, AZ but was canceled. I need a new schedule urgently. My name is Drew Haley and my confirmation number is [redacted]6. I spoke with a representative over the phone, but my cell phone minutes ran out. The call was recorded as I always do. The representative mentioned I could choose between a debit card refund within 14 to 21 business days, a check, a $22.50 virtual voucher with a $12.00 processing fee, or a rescheduled fare. I prefer a new E-Ticket to avoid the terminal due to staff behavior issues.

One of your drivers collided with my wife's car while I was with my children in an empty parking lot. The driver's negligence put our lives at risk by attempting an unnecessary maneuver around my wife's car, resulting in injuries to both of us. Despite the terrifying situation of a bus heading towards us with its lights on, your representative brushed off the severity of the incident by stating that no one died. I am seeking compensation for the disregard shown towards my family's safety. The police report confirms that the bus hit a parked car with us inside, and I believe that your company is responsible for the consequences of this reckless driving.