Greyhound Customer Service Issues

My daughter was left waiting in the cold for more than an hour for the bus! After calling customer service, I was informed that they couldn't track the bus and she'd have to wait until the station opens in 9 hours to get a new ticket. Being disabled with a service dog, the bus arrived 1 hour and 15 minutes late. The driver placed her at the back of the line despite her condition. This isn't the first, second, or even third time she's missed her connection due to Greyhound's unreliable service. This lack of punctuality and unhelpful customer service is unacceptable, considering the passengers' well-being. I wish there was an alternative way to travel because at this rate, she may have to wait until tomorrow afternoon for the next bus. The disregard for passengers' situations is disheartening, making it seem like profit is prioritized over customer care. Disappointed, T.T.

Mr. Andrew F. purchased a one-way ticket departing from Atlanta, GA to Tallahassee, FL on a flight rescheduled to the next day due to unforeseen circumstances. He couldn't make the trip to Tallahassee and wished to change his destination to Miami. Despite requesting this change under the exchange policy, the customer service representatives and supervisors, including Alex (#[redacted]) and an unnamed supervisor (#[redacted]), were unable or unwilling to accommodate the request. While one supervisor mentioned the possibility of an "anytime or flexible" ticket, another supervisor denied this option. The customer expresses frustration as his son needs to visit his mother and siblings in Miami. The customer believes that the company is not upholding their service promises and corporate values as stated on their website. The customer requests prompt resolution of this matter to uphold the company's standards. For additional help, please contact the customer at [redacted]. Thank you for your attention.

I have a time-sensitive legal matter in Chicago. I was supposed to arrive on 12/13/[redacted] for this important issue. I drive a tractor trailer and urgently need to return to Oregon after handling this legal situation. I have incurred substantial financial losses due to this unexpected delay. I paid $[redacted].00 for a roundtrip ticket from Oregon to Chicago with an arrival date of 12/13/[redacted]. The bus was rerouted or went out of service in Nebraska, causing significant inconvenience and financial strain. I seek a refund for the ticket and reimbursement of $[redacted].00 for lodging, meals, and legal fees that I had to cover. I request Greyhound to take responsibility for the hotel expenses in Chicago as they caused this disruption to my travel plans. The accommodation costs in Chicago amount to $[redacted].00 per night, and I will need to extend my stay for a total of 7 days from 12/14/[redacted] to 12/21/[redacted]. I hope for a prompt resolution from Greyhound regarding this matter. Thank you.

I made a reservation for a trip with your bus service on December 14, [redacted]. The departure from Fayetteville, NC was delayed to 7:25 pm instead of the scheduled 6:35 pm. The arrival in Hartford, CT at 1 pm was over an hour and a half after the expected 11:20 am arrival time due to delays. The transfer in New York was also affected, departing at 10:30 am instead of 9 am. I missed my appointment to pick up a rental car as a result of the delays. I am requesting a full refund for the ticket due to these inconveniences.

Good evening, I recently purchased a ticket to travel from Arkansas (Bentonville) to Philadelphia, PA. I initially thought the station was located in Bentonville, but it is actually in Benton, which is a 3-hour drive away. Being unfamiliar with the area, I made this error. When I tried to change my ticket upon realizing my mistake, I was informed it was not possible. Consequently, I ended up buying another ticket. Unfortunately, I cannot afford the extra $[redacted] for the new tickets. Since I will not be traveling to Benton, AR, I will not be using the first ticket. Could we please find a solution regarding this matter? I do not have the extra funds to spare and would appreciate any assistance. The ticket that will not be used has the confirmation number [redacted]3, and the correct ticket I purchased is under confirmation number [redacted]3. I am seeking some form of credit or reimbursement for the initial ticket, as I reside in Philadelphia, PA and will not be traveling to Benton, AR. Thank you, Kyle C.

I had a scheduled bus trip from Nashville, TN to Albany, NY on Oct. 18, [redacted] at 2:30pm with Greyhound. I arrived early, checked in my baggage, and paid an extra $15 for luggage. However, due to issues at Nashville Bus Station including safety concerns and lack of communication, I did not board the bus. The station was filthy and had unsettling individuals loitering around, making it an unsafe environment. The lack of organization led to me missing the bus despite being there on time. I felt anxious and unsafe, resulting in me leaving the station before the departure time. I had to contact my daughter to pick me up. Upon reviewing the ticket details, I also noticed an error in the departure and arrival times. I had to purchase a flight due to the circumstances at the station. I am requesting a refund for the bus fare and baggage fee as this experience was unacceptable. I hope for a prompt resolution; otherwise, I will consider taking further action.

I had a bus ticket booked from Nashville Station, Nashville, TN to Albany, NY on Oct. 18, [redacted], departing at 2:30 pm. Despite arriving early, checking in, and paying $15.00 for extra baggage, I did not board the bus due to serious issues at the station. As a person with disabilities, I felt unsafe and distressed by the environment, lack of communication, and presence of concerning individuals at the station. Throughout my wait, I encountered multiple distressing incidents, including a violent altercation outside the station. The lack of support from Greyhound employees and security guards added to my anxiety. I eventually had to ask my daughter to pick me up due to the unsettling situation at the station. Upon reviewing the departure and arrival times, I discovered discrepancies that further frustrated me. I had to purchase a flight ticket due to the unacceptable conditions at the station. I am requesting a full refund of the bus fare and baggage fee promptly to resolve this issue satisfactorily. If not addressed promptly, I will be forced to seek legal advice and share my experience with the media.

I recently traveled from Durban to Johannesburg on the 21st of December via the 21:15 Greyhound bus. Unfortunately, I left my book titled "F**k it, Do What You Love" on the bus, and it holds great sentimental value for me. The next day, I visited the Greyhound office near my place to report the lost item and was given the number [redacted]77 to call. However, my experience on Monday morning at 09:00 AM with the lady I spoke to was unpleasant. She was rude, dismissive, and wouldn't listen to my concerns. Despite my efforts to provide more information and suggest ways she could help, she became aggressive, interrupted me, and ultimately hung up on me when I raised the issue of her poor customer service. This encounter at Greyhound has been the worst customer service experience of my life. It's important for Greyhound to hire staff who are interested in their work and treat customers respectfully. Best regards, Marie M.

Hello, I wanted to share my recent experience with Greyhound. I have been a satisfied customer in the past, but my most recent trip from Bakersfield, CA to San Diego was disappointing. Despite arriving on time for my 3:05 departure, the bus did not arrive promptly. The first bus that showed up only accommodated seven passengers, causing a delay until the next bus arrived around 5:00 pm. Upon reaching L.A. late, I encountered a rude staff member at the counter, who was unhelpful and impolite. Despite the inconvenience, I was given a new ticket for the 10:30 bus to San Diego without any apology or courtesy. The departure time on the new ticket at 2:25 was unacceptable. I was disrespected and left with a six-hour layover, prompting my family to drive from San Diego to pick me up. I hope sharing this feedback will bring about positive change. Thank you for your time. Regards, Dave.

I had a ticket for a 9 AM bus from Hartford, CT to NYC on December 26. The bus was full, with over 40 people left waiting in line. It's unclear if the bus was overbooked or if a second bus didn't arrive. Despite having valid tickets, there was no bus available, leaving many stranded without seats for half a day. Ticket agents advised us to cancel and promised a full refund after 24 hours. When I called Greyhound the next day, they claimed there was no record of a bus breakdown or disappearance in their system. They only offered a $20 travel voucher, which doesn't help me. This disappointing experience has led me to switch back to traveling with Peter Pan due to Greyhound's confusing and inconsistent customer service.

Upon arriving in New Orleans on the 12/29/18 trip from Shreveport, I encountered an issue with my luggage. My metallic grey hardshell suitcase was mistakenly taken by another passenger when a "Security Guard" in Lafayette assisted them with their luggage instead of a proper "Baggage Handler." I was given a similar looking black suitcase instead. After speaking with the driver, I returned the incorrect bag and they were going to tag it for Lafayette. I contacted Lafayette Baggage Claim but unfortunately, no lost bag had been turned in. My missing suitcase contains my C-Pap machine, crucial for my severe sleep apnea. I live in Milton, Florida, and urgently need to recover my bag. I reached out to Lafayette Baggage Claim at [redacted] and provided my details: Bag #FT200526, Confirmation #[redacted]1, and my name, Mark Weatherford. I hope to retrieve my luggage promptly.

I had a bus scheduled to depart at 11:10 from Toledo, Ohio to New York City. Unfortunately, the bus was already full, so only 2-3 people could board, causing the rest of us to wait for at least another hour. I paid nearly $[redacted] for a round trip for two people. This experience with Greyhound will be my first and last. The employees were unhelpful. If I am not reimbursed or offered some form of compensation, I will never recommend Greyhound again, and I am sure others at the bus station will feel the same. Greyhound has truly disrupted our trip. I had reservations at my hotel and a restaurant, both of which I was late for. If you are charging a high price, please ensure that the quality of service is satisfactory, buses are punctual, and all ticket holders are accommodated.

Dear Customer Service, I am writing to express my frustration with the recent bus trip my friends and I had booked from Toronto to New York. We were unable to board the bus in Buffalo due to overbooking and were given new tickets. Unfortunately, this caused us to miss a Broadway show we had planned to see. We believe this situation was not our fault and are disappointed with the inconvenience caused to us. To make up for this, we would like to suggest that we be provided with complimentary tickets for our return journey to Toronto on January 4th at 7:30pm (Confirmation number: [redacted]). We hope to hear from you soon and appreciate your prompt attention to this matter. Thank you, S. Mizomoto and Y. Nonaka

My bus from Tucson to Phoenix was scheduled for 9:05 am but departed at 10:30 am without any announcement of the delay by the attendants who were often in the back room. Due to the delay, the direct trip had to make an additional stop in Mesa. During the journey, I noticed a strong antifreeze smell from the overheating bus, causing us to come to a crawl on the highway. The driver mentioned the issue but attempted to continue to Phoenix despite the leaking antifreeze. Two miles from Mesa, we had to stop when smoke filled the bus, and the driver added water provided by passengers before Greyhound arranged a replacement bus. The new bus arrived late at 2:20 pm instead of the expected 11:05 am, and despite being cleaner, the WiFi wasn't functional. The driver also mentioned I was overcharged, while the ticket cost $41.80 instead of the usual $15. I'm requesting a full refund for the Tucson to Phoenix trip due to the inconvenience and a partial refund for the overcharge.

I experienced a disappointing bus journey recently. The bus was delayed departing Tucson and lacked any announcements regarding the delay. Although I booked a direct trip to Phoenix, the bus unexpectedly stopped in Mesa. The bus was dirty inside and out, impeding visibility through the windows. Additionally, the WiFi was non-functional. Sitting near the driver, I noticed a distinct smell of antifreeze, indicating the bus was overheating. The situation worsened as the bus began beeping incessantly due to overheating, prompting concerns among passengers. Despite the issues, the driver chose to continue the journey, only stopping two miles outside Mesa when smoke filled the bus due to antifreeze leakage. Following Greyhound's intervention, a replacement bus arrived, significantly delaying my arrival time. Moreover, on a previous trip, the WiFi still didn't work, and the driver highlighted an overcharge on my fare. As a retired Canadian traveler without a USA cell service, I am now seeking a full refund for this troubled journey.

I had a disappointing experience on my bus trip from Tucson to Phoenix. The bus was over an hour late without any announcements. It was supposed to be a direct route, but there was an unexpected stop in Mesa. The bus was dirty inside and out with non-functional WiFi. As we traveled, I noticed a strong antifreeze smell and the bus started overheating. Despite the warning signals, the driver attempted to continue the journey, causing discomfort and safety concerns for passengers. Eventually, we had to stop due to smoke inside the bus, which turned out to be antifreeze fumes. After some back and forth, a replacement bus arrived, delaying my arrival time significantly. On top of that, I was informed that I was overcharged for the ticket. I am now seeking a full refund for this subpar experience.

Dear Customer Service, I am writing to express my disappointment with the service provided by your company on January 2nd, [redacted]. My spouse and I were returning to San Francisco from Las Vegas, with a layover and bus change in Los Angeles. Our confirmation number was [redacted]3. Upon reaching Los Angeles, we were moved to a different bus. The replacement bus was in poor condition, with uncomfortable and damaged seats. Unfortunately, at 3AM, the bus broke down at a gas station on Lassen Ave in Avenal, CA. Despite the driver's efforts to resolve the issue, we were left stranded for six hours in the cold until a replacement bus arrived. This delay caused us to arrive in San Francisco well behind schedule. As a result of sitting in the damaged seats in the cold, I sustained a back injury, rendering me unable to walk properly, and my wife fell ill. Regrettably, we had to cancel an important IVF appointment scheduled for January, incurring significant financial losses. We were deeply dissatisfied with the lack of support and care from Greyhound during this ordeal. No provisions were made for our comfort or well-being while we waited for assistance. We are seeking a refund for our tickets, compensation for lost income, and reimbursement for the expenses related to the cancelled IVF treatment. Yours sincerely, Maria S.

I recently visited the Greyhound station in downtown Los Angeles on Thursday afternoon to catch a bus to San Francisco. Despite having my tickets printed at the counter, there was confusion about the departure location. No one at Union Station seemed to know where the bus would pick us up, resulting in a wild goose chase. After finally finding the bus, the driver informed me I was in the wrong spot, leading to a stressful situation of almost missing the bus. It would have been helpful if there was clear guidance from staff on where to wait for the bus, as the lack of signage and assistance at Union Station made the experience frustrating and difficult.

Last night at the Detroit terminal, there was supposed to be a bus leaving at 10:30 pm, #[redacted]. Despite waiting until after 1:00 am, the bus did not arrive. The agent tried to assist but was unable to get information from the corporation. After contacting someone, it was revealed that a driver was not available. Similar issues were reported for the 7:00/7:30 departure. When I called customer service, I was put on hold for over an hour and felt intentionally misled by the representative. After being redirected back to the on-site agent, I was met with a recording stating customer service would only reopen at 5 am. The handling of the situation was disappointing. I reassured my sister, who avoids flying, that we would not wait indefinitely for the bus that never arrived. Despite having to rebook, the agent managed the rebooking efficiently. We will be returning to your facility tonight. I hope for a professional response and resolution to address the concerns from last night.

I recently had a very disappointing experience while traveling with Greyhound. Despite being a frequent traveler with them, this trip was the worst I've ever had. A bus issue in South Carolina caused a significant delay in my departure time from Charlotte, North Carolina. The lack of communication from Customer Service during the delay further complicated the situation. Not only did I miss all my connections, but I also had to argue with staff in Philadelphia to board a connecting bus to Atlantic City. The entire journey was marred by Greyhound's poor communication, resulting in me arriving over 5 hours late at every stop. This was not weather-related but a failure of equipment and customer service. I am requesting a representative from Greyhound to contact me via email to address this issue. I believe a refund is warranted given the circumstances. Unless this matter is resolved promptly, I will share my negative experience on social media and with my community. I hope Greyhound will take steps to improve their policies and staff training to prevent such experiences in the future.