Greyhound Customer Service Issues

I had an unfortunate experience with a Greyhound staff member on the [redacted] bus from Boston to New York today (January 24th). When boarding, despite having a boarding number of 16 and being next in line, the staff member skipped me and others who had been waiting for a long time. She stated that she was only taking tickets from those in the line, which wasn't communicated to passengers. Despite explaining my knee injury and inability to stand for long periods, I was treated condescendingly and made to board last. This interaction was upsetting, especially considering I had never encountered such rudeness from Greyhound staff before. Although the bus ride itself was fine, the boarding process needs better communication and understanding towards passengers, especially in situations like mine.

In June, I relocated from Tucson, AZ to Stockton, California to escape from an abusive relationship. I carried all my important belongings on a Greyhound bus. Unfortunately, upon reaching my destination after nearly 24 hours, I discovered that all I had left were my purse and the clothes I was wearing. Despite contacting Greyhound multiple times, I received unprofessional responses from their customer service department. They initially assured me they were searching for my lost items but later mentioned that because I didn't fill out three claim forms for each bag, they couldn't assist me further. I followed their instructions and submitted all required documents, only to be told later that the process wasn't complete. While they located one of my bags in Modesto, I couldn't retrieve it due to the distance and lack of essentials. The other two bags remain unaccounted for, holding irreplaceable items like family heirlooms and photos. This situation has left me feeling violated and helpless, impacting my job and daily life. I seek a resolution to this matter urgently. Thank you. - Jennifer J.

After disembarking from a cruise in Miami on January 20 with plans to fly from Ft. Lauderdale, my husband and I encountered flight cancellation issues due to the weather in Boston. We then attempted to travel by bus with Greyhound using my Bank of America card, unaware that the service only reached Richmond, VA and not our final destination in Boston. Despite having family in Richmond who could pick us up, confusion ensued as the tickets stated New York, resulting in us being denied boarding to Richmond. We were left stranded in Florida without accommodation until the next day, when we were finally able to secure transport to Richmond and back home to Boston. Despite a disappointing customer service experience with Greyhound, their compensation offer of a $[redacted] credit or $[redacted] refund does not adequately address the inconvenience, lack of communication, and additional expenses incurred during the ordeal. I believe a more substantial resolution is warranted given the series of miscommunications and challenges faced throughout the journey.

Good morning, I am reaching out regarding a non-refundable ticket purchased for my nephew, Nathan Jackson, in Glendale, Arizona. I initially bought the ticket under the belief that he was facing difficulties avoiding legal troubles for theft, unemployment, and homelessness. However, I later discovered he was already in custody with outstanding warrants, attempting to flee. As a concerned aunt, I refuse to condone criminal behavior. Although I understand the ticket is non-refundable, the circumstances have changed drastically. The funds used for the ticket were essential for my mortgage payment, which I was willing to delay to assist him, not knowing the full situation. Given his current legal predicament, I kindly request a refund as I am unsure when he will be able to travel due to upcoming court dates. Thank you in advance for your understanding. Thank you.

Subject: Issue with Baggage Claim Dear Greyhound Bus Corp., My name is Trey Wilson, and I would like to address an ongoing issue with my lost baggage from a September [redacted] trip. Despite providing multiple Claim and Tracer numbers ([redacted]7, [redacted]5, [redacted], [redacted]) and a Baggage Check number FR825204 marked as "2 of 2," I have encountered difficulties resolving this matter. After one of my bags was found in Miami and successfully returned thanks to assistance from Jon Latimer at the Jacksonville location, I am now being informed that my claim was denied due to the recovery of one bag. However, my records clearly indicate two bags were involved. The prolonged delay in receiving any updates or resolution on this matter is concerning, especially as I have faced inconvenience and distress without my belongings. Despite my repeated attempts to seek clarification and assistance, I have encountered inconsistent responses and unclear communication from your representatives. This frustrating experience has left me feeling unduly neglected and inconvenienced. As a loyal customer who has previously enjoyed smooth travels with your company, I am disappointed by the lack of prompt and satisfactory resolution in this situation. I urge for a swift and effective resolution to this matter, as I have been left without essential belongings for an extended period. Please contact me at [redacted] or through my mother at [redacted], who is aware of the situation and authorized to discuss on my behalf. I appreciate your attention to this matter and look forward to a timely response outlining the next steps to address this issue. Thank you for your assistance. Sincerely, Trey Wilson

Subject: Assistance Needed with Greyhound Voucher Redemption Referring to Case #[redacted] I was provided with Voucher #[redacted] valued at $[redacted] for my fiancé, J.Z., due to a previous bus delay caused by a bomb threat during a trip I booked. I have dedicated over four hours today trying to utilize this voucher and buy a new ticket for him. Despite numerous attempts with Greyhound agents, there has been a recurring error during payment processing. The agents seem unable to proceed after receiving an error message, leading to transfers and repeated attempts with no resolution. They are unable to provide details on the error and claim that the technical team has been contacted. I even had a three-way call with my fiancé to confirm the voucher's validity. I have used two different credit cards, ensuring they are functioning correctly, and even contacted Citibank to verify the charges. The last two representatives abruptly ended the call, leaving me emotionally distraught as my fiancé relies on this bus trip to reach me during a difficult time due to my upcoming surgery. I urgently need assistance as the voucher code is not working online, and purchasing the ticket at a station is not feasible due to the distance. Can someone provide a solution, like issuing a code for online use, or consider providing a complimentary ticket? The lack of progress and constant repetition of steps in resolving this matter are extremely frustrating. In need of urgent assistance, A.H. [redacted]

I would like to address my complaint that began in El Monte with a gas station clerk. I became distressed when I lost my phone on the bus due to the incident involving the bus driver in El Monte who left early and threw my luggage. Later, in Blythe, while on bus [redacted] to San Bernardino, I believe my phone was left behind. After waiting for two hours, I traveled to Blythe where the bus driver left me stranded by a store, unknowingly leaving me without my luggage. The situation at the truck stop in Blythe was unsettling, and I did not receive assistance from Greyhound. Ultimately, my daughter had to drive from Arizona to pick me up as I was not allowed back on the bus. I am still missing my phone. If possible, please contact me at [redacted]. I also encountered an issue with a man behaving inappropriately on the bus. My ticket number for the day was [redacted]01. I am currently in Mesa, Arizona, awaiting further assistance for my travel plans. Thank you.

I am writing to express my disappointment with the recent experience I had with the bus service from Minneapolis, Minnesota to Fargo, North Dakota. Due to a delay with the connecting bus from Jefferson Lines in Fargo, I was left with a three-day layover in Fargo, which was highly inconvenient and unexpected. What should have been a simple five-hour drive turned into a stressful and exhausting 12-hour journey. My main concern is that I have a sick 5-month-old baby with me, and I urgently need to reach our destination in Aberdeen, South Dakota. I believe that the bus service should provide accommodations for my husband until we can arrange alternative transportation. As a loyal Greyhound customer, I am hoping for a swift resolution to this situation. Thank you for your attention to this matter.

I am currently at the Greyhound station in Phoenix, AZ. The representative just informed us that our bus scheduled for 6pm will now depart at 11pm TOMORROW. I am here with my 1-year-old, who is understandably restless and uncomfortable in this station. I have requested a refund, but the unhelpful staff has been rude and disrespectful. This entire trip has been a nightmare. I am seeking a resolution to this issue, and if necessary, I will explore legal options.

My nephew was scheduled to travel from Chicago to Green Bay today. His 6:15 am bus departed at 7 am and upon arrival in Milwaukee for a layover, passengers were informed there would be no further Northbound service until the next day with no explanation. The company is not providing any compensation for the delay, such as food or accommodation, and is requiring passengers to purchase new tickets. This situation is unacceptable. If the issue is weather-related, passengers should have been given the option to travel the next day with their original ticket. If it is a bus problem, accommodations should be offered to stranded passengers. This lack of customer service is appalling. I am considering reaching out to the local news station to bring attention to this poor service.

My elderly mother and aunt booked tickets from Chicago to Knoxville. The bus driver, Greg, displayed highly unprofessional behavior by silencing passengers and shouting orders. Eventually, the bus broke down, and the Cincinnati station staff were impolite. The condition of the bus lavatory was appalling, and the staff suggested my mother find a nearby McDonald's using Google. Now, my mother and aunt are anxious about their return journey with Greyhound. This whole experience is unacceptable.Confirmation #'s: [redacted] for Lillian Lewis and [redacted] for Olivia Rogers. My name is Vernal Lewis at [redacted].

Hello, my name is Regina Palma. I am deaf, so I can't call, sorry. I am homeless, and I have a friend who is stuck in Mexico because her boyfriend was deported, and his family did not pay for her return to the USA as promised. I have been searching for a way to get a free ticket home for her. I understand she made a mistake by believing they would pay for her return, but love can make you do foolish things. I know there are ways to get a free bus ticket from Greyhound because they are caring. I would like to know how I can help my friend obtain a free bus ticket back from Mexico to the US. Greyhound, I kindly ask for your compassion and assistance in helping my friend come back home. Thank you for taking the time to read and understand. Regina

Upon arriving in Little Rock at 3:35 PM for a 15-minute layover before departing for Memphis at 3:50 PM, I then arrived in Memphis at 6:35 PM for a 1-hour and 20-minute layover. The journey continued to Nashville, landing at 11:35 PM with a 1-hour and 50-minute layover. When boarding the bus at 1:30 AM, I noticed my pink and white carry-on missing from the overhead compartment where I left it, along with two tagged luggages. I brought this to the driver's attention, who redirected me to another Greyhound worker in Nashville. Despite my concerns, I received no guidance on the proper steps to follow regarding my missing belongings. The bus was also not cleaned properly during the layover, indicating a lack of attention to detail in their service. I trust that the company will take the necessary steps to address these issues promptly. Sincerely.

My son, Beck G., is a soldier in the Army. Upon returning to Fort Lee, Virginia, after Christmas, his bag with reference number FT046803 and confirmation number [redacted]5 was missing. Despite filing a claim on Jan 2nd with tracer number [redacted] and VX33# for claim [redacted]7, he received no assistance. The Richmond Virginia bus station was unhelpful and even rude. He was instructed to go to the nearest bus station to file a claim, but due to his military training, he couldn't leave the base. Various phone calls were made to different locations in Minneapolis, Maryland, Chicago, and Richmond, leading to promises that the bag would be sent to Virginia. However, after weeks of waiting, the bag has yet to arrive. Beck needs reimbursement totaling $[redacted].00 for military clothing, shoes, jeans, socks, underwear, shirts, and tennis shoes. Any assistance would be greatly appreciated.

I want to share my experience traveling with Greyhound from Baltimore, Maryland to Fayetteville, North Carolina. On February 18 at 12:20, I encountered several issues. There were complications with the bus driver being fatigued and running out of driving time at the DC terminal. We were asked to wait in the cold from 1:30 a.m. until around 4:30 a.m. A Greyhound employee mentioned sending us back to Baltimore to catch a different bus. After witnessing the driver using tape to fix part of the bus, we endured further wait times. Upon returning to Baltimore, we missed the bus to Fayetteville, resulting in a lengthy layover. Subsequent bus transfers led to additional delays and a breakdown near Raleigh, causing us to miss another connection. I feel inconvenienced by the scheduling issues, the cold outside terminals, and the unprofessionalism of taping the bus. I believe I should be fully reimbursed and compensated for these troubles. Thank you. - J.C.

Hello, my name is Derrick, and I reached out to address the poor customer service at McAllen, TX. I had a bus scheduled to depart for Houston, Texas at 11:30 pm yesterday. However, the receipt I received showed the time as 11:19 pm, which caused confusion. Despite being vigilant about the time, no staff member informed me when the bus arrived or was leaving. In contrast, in Houston, they ensure everyone is aware of the bus schedule. I observed people leaving on a bus roughly 15 minutes after my scheduled time, so I followed, only to find out it was the wrong bus. I am prepared to accept responsibility if I was late and pay the extra fee, but in this instance, I was not. Please address this ongoing issue promptly, as time is of the essence, and I should have been home with my family by now.

I am currently departing from Shreveport, LA to New Orleans, LA on schedule [redacted] on February 28, [redacted]. I am a disabled individual wearing braces on each leg. When I requested to board early due to my disability, the driver publicly mocked me in front of 48 passengers, stating that everyone on board is disabled. Despite my visible braces, he questioned if I had documentation. In the past, when buying tickets over the phone, I would receive an ADA number, which is no longer provided. I mentioned the Handicap Act (PL [redacted]-42) to him. I believe the driver's behavior was unacceptable, and he should face consequences and sensitivity training for interacting with disabled individuals. I plan to report this incident to the Council On Disabilities. The individual who mistreated me is currently training another driver on bus number [redacted].

On Wednesday, February 27th, [redacted], I departed from NYC Port Authority on a trip down to Tallahassee, FL. The drivers and staff were great, ensuring everyone reached their destinations smoothly. Despite an 8-hour layover in Tallahassee, I was looking forward to departing on Friday, March 1st, [redacted], at 6:30 am towards Mobile, AL, with a stop in hurricane-stricken Panama City, FL where my parents live. Unfortunately, our 39-hour journey turned into a 48-hour ordeal due to unexpected delays. The lack of communication from staff created frustration among passengers, leading to feelings of disappointment with the customer service. The obligation to load luggage onto the bus was unexpected, and the overall experience has left me considering not using Greyhound again. I urge Greyhound to address these concerns and understand the impact of such delays on their customers' lives. I hope for a positive resolution from the company to restore my faith in their service. Thank you for your attention.

I purchased a ticket from Oklahoma City with Greyhound with the expectation of a timely and smooth journey. Unfortunately, the bus driver had an extended break and made us late by 11 minutes, leaving me stranded with about 30 other passengers until 9:35 am. With no heat, snowfall, and uncomfortable sleeping arrangements, this experience has been frustrating. I am deeply disappointed as I now will miss an important event, not seeing my kids for three years, including my daughter's birthday. I plan to share my experience on various social media platforms and review sites. It would be fair for Greyhound to provide alternatives such as a hotel stay, sending another bus, or compensating us for the disrupted travel plans.

I am currently at the Greyhound bus station in Cleveland, Ohio. My bus was scheduled to depart at 2:15 am. Unfortunately, at 2:10 am, I was informed that the scheduled driver for the Pittsburgh route was not supposed to be working, leaving us without transportation. I am distressed as I must work in the morning and have paid for this trip. This situation is unacceptable and unprofessional. My job is at risk due to this unexpected cancellation caused by a driver shortage, not weather conditions. I am requesting a refund and urgent contact from Greyhound. I am unfamiliar with this city, have no accommodations or food, and this situation is unacceptable to me. I rely on Greyhound for my monthly travels and this experience is highly disappointing.