Greyhound Customer Service Issues

My trip confirmation number is [redacted]. I had an awful experience traveling from Ft. Worth, TX to Lubbock, TX. The bus unexpectedly diverted to Abilene, TX at 5:41, and we were left waiting for a new driver for 4 hours. Despite trying to reach out to unhelpful representatives, a new driver finally arrived. Upon reaching Big Springs at 10pm, we were forced to switch buses to go to El Paso. It's now 6:43am, and I still haven't reached my destination. My sick child hasn't received their medication on time. I am seeking a full refund for this completely unacceptable situation where my time, child, and money have been neglected. I plan to escalate this issue to the BBB. Thank you.

I, AC, bought a Greyhound Bus Ticket from Ft Lauderdale to Tampa FL on May 22, [redacted]. I arrived at the Bus Terminal at [redacted] NE 3rd St around 7:30 for an 8:20 departure. Being new to Greyhound, I was unsure what to do and approached the lady at the ticket office who seemed impatient. She checked my ticket but did not ask for any other details. When boarding, the bus driver and assistant said I needed a luggage tag in a rude manner. The assistant's language was disrespectful. Returning to the ticket office, the lady was unwelcoming and spoke harshly, insisting she had told me to get a tag earlier. I felt threatened when she followed me outside, speaking to the security guard. This treatment left me feeling racially targeted and upset. I had no such issues on previous buses. Bogus

Hello! I'm Aybike Bezcigil, a work and travel student planning to arrive in Michigan on the 2nd of June. On May 16th, my father tried to purchase a bus ticket for me using his card, but encountered an issue on your website with an extra fee. After this failed attempt, I obtained my own card from a Turkish bank. On May 23rd, I successfully purchased a ticket with my own card without any extra fees. However, to our surprise, on May 16th, a ticket was mistakenly bought for $50 + $2.50 with my father's card, even though I am not the cardholder. Could you please assist in canceling the ticket with confirmation number [redacted]5, which my father accidentally bought? I would like to solely own the ticket I purchased on May 23rd. Thank you for your help.

To whom it may concern, I am Aybike Bezcigil, a work and travel student scheduled to arrive in Michigan on the 2nd of June [redacted]. On the 16th of May, I attempted to purchase a bus ticket from your company using my father's card. However, the website indicated that a ticket cannot be bought with another person's card for $50 and added an extra fee to the process. Despite trying to purchase the ticket for $50 plus $2.5 with my father's card, an error occurred during the transaction, leading us to postpone the purchase while I applied for my own card. Several days later, on the 23rd of May, I successfully bought a ticket using my own card without any additional fees. To my surprise, upon reviewing the transactions, I noticed that a ticket was mistakenly purchased for $50 plus $2.5 on the 16th of May using my father's card, resulting in two tickets for the same trip. I kindly request the cancellation and refund of the ticket with confirmation number [redacted]5, so that I may solely retain the ticket with confirmation number [redacted]4 purchased on the 23rd of May. Yours sincerely, Aybike Bezcigil

As a loyal Greyhound customer, I have a concerning experience to share. On January 17, [redacted], at the Gainesville Greyhound station, a staff member's unprofessionalism caused distress. Despite Greyhound supposedly operating 24/7, the staff closed the station during my trip from Gainesville, FL to Tallahassee, FL due to personal reasons, reportedly involving substances like alcohol and marijuana. This incident occurred between 9-11 pm, leaving passengers, including my family, locked out in the cold for an hour. Upon reopening, a strong marijuana smell was evident, disappointing and frustrating the customers. I believe such behavior should be addressed by higher management. Thank you for your attention to this matter.

My daughter, M.K., recently took two bus trips this week from Chicago to St. Louis and vice versa with the driver, C. I have personally experienced a trip with him as well. C. talks incessantly for the entire 6-hour journey, raising his voice despite the late-night travel times. His topics range from truckers to his family, creating a stressful and unpleasant environment for passengers. M.K.'s trips with C. were on May 24 at 6:30 pm, and May 28 at 12:15 am. After my own encounter with him a few months back, I avoid traveling with Greyhound to Chicago to avoid riding with him. His behavior is disruptive and distressing. I am not seeking his dismissal, but Greyhound should monitor him more closely to maintain customer satisfaction. A mystery passenger on his route would reveal the discomfort passengers endure while traveling with him.

My sister is currently on a Greyhound bus traveling to Orlando. During the journey, the bus driver unexpectedly pulled over for more than 35 minutes to address nearing the driving time limit, and another driver had to take over. Subsequently, the new driver mentioned another stop will be necessary due to reaching their driving limit, causing further delays close to Orlando. This situation is inconvenient and frustrating. I've been trying to contact corporate, but the calls keep disconnecting.

Hello! I wanted to share my experience when I took the Greyhound bus from Las Vegas to Tucson on Tuesday, May 7, [redacted], departing at 8:25 pm. I decided to pay around $20 extra (approximately $53 instead of $73) for priority seating at the front of the line. However, the priority seating service was not as I expected as it was not strictly enforced. I have a bit of claustrophobia, and early seat selection is important to me. Since I did not receive the first-in-line service I paid for, I am kindly requesting a refund for the price difference between a regular ticket and the $73 I paid. Thank you for your attention to this matter. Sincerely, Kim S.

I am writing to inform you of the inconvenience we experienced on our trip from Nashville to Memphis with confirmation number [redacted]. The bus was delayed by approximately 3 hours from the scheduled departure time of 5:20 p.m., causing us to miss our commitments in Memphis. We had to rent a car for $[redacted] and incur an additional $30 Uber charge to pick it up. Currently, we are en route to Memphis in our car at 7:26 p.m., while your website states the bus is now scheduled to depart at 8:01 p.m. and arrive at 1:00 a.m. I kindly request a refund of $[redacted].50 to be credited back to my Visa card due to the service failure. We were disappointed by the lack of communication regarding the delay and the lengthy wait time to reach customer service. Our case number is [redacted], and I expect a prompt resolution to this matter. Thank you.

My husband, R.J. Burke, was meant to arrive from Baltimore to Richmond today. The scheduled arrival time passed, causing him to miss his transfer. Now he's facing a long wait for the next bus, delaying his journey home to Tracy, CA by a day. This is extremely frustrating, especially considering his disability which makes long rides difficult. The new arrival date of Tuesday is not acceptable, and we are disappointed by the inconvenience caused.

I am writing about an issue with Greyhound regarding the delivery of a trunk from Norfolk, VA to Marion, VA. The trunk was supposed to arrive six days ago on May 27, but has been continuously delayed and buses have been cancelled. Most recently, the trunk was to be transported from Richmond to Marion on bus [redacted], scheduled to arrive at 7:15 pm on May 31. However, the bus arrived over 8 hours late, and the trunk was not on board, despite assurances from Greyhound. The delays were blamed on a storm by Greyhound, but the real reason seems to be a lack of bus drivers at the Richmond terminal. I have tried to contact the Richmond terminal multiple times without success. I suspect the trunk has been lost and am requesting Greyhound to locate and deliver it, as well as a partial refund of the delivery fee due to the misinformation and delays. If the trunk cannot be found, I am requesting a refund of the contents' value and the entire delivery fee.

I have been using Garyhound for many years, but my recent experience was the worst. I boarded a bus in Gary, IN headed to Chicago to catch my connecting bus to Texas. However, the next bus in Chicago at 11 did not arrive, causing a 4-hour delay. When a bus finally arrived, it only took us to St. Louis where we were left stranded despite the connecting bus departing. We had to wait an additional 5 hours without any assistance. The lack of communication and disregard for passengers' time was unacceptable. I have been traveling since 9:45 am and won't reach Texas until after midnight the next day. The customer service was also incredibly poor, placing blame on customers instead of taking responsibility. This experience has left me questioning if I should continue using Garyhound for future travels.

Hello, I hope you are having a good day. I wanted to share some feedback regarding my recent experience with Greyhound services. Today, on June 6th, I was waiting at the NY Port Authority, specifically at gate number 83, between 6:40 PM and 7:10 PM. At 7:10 PM, an individual from Greyhound informed me that I had missed my bus, which was upsetting as it impacted not just me but also several other passengers. I believe there may have been a mistake or miscommunication because I am familiar with the bus schedules and boarding procedures from using Greyhound regularly. It was disheartening to feel like I may have been taken advantage of financially and I hope to receive a refund for the inconvenience and stress caused by this incident. I believe in acknowledging good service as well as highlighting areas that need improvement, and I hope this feedback reaches the appropriate channels at Greyhound. I apologize if my message comes across as harsh, but the situation has been mentally and physically distressing for me.

I am frustrated by the lack of consideration for scheduled breaks causing significant delays in our journey, leaving us stranded without proper compensation. The bus driver's slow speed caused us to miss our transfers, and now my kids and I are left financially burdened as we wait for the next ride home. This has happened before, and the lack of immediate solutions and fair refunds is unacceptable. I have contacted the media to bring attention to these ongoing issues. I demand a full refund for the inconvenience and stress caused by these recurrent problems with Greyhound services.

Subject: Complaint About Pietemaritzburg Stop I am writing to express my dissatisfaction with the service at the Pietemaritzburg bus stop. On Monday, May 27, [redacted], I purchased a ticket for bus departure at 22:40. Despite arriving 30 minutes early, the bus departed without me. Confusion arose when a Citiliner bus arrived at 22:25, and I was informed it was not my bus, although I was certain it was. Upon inquiring at the help desk at 22:48, I was told the bus had already left, despite only 8 minutes passing since the scheduled departure. The staff at the desk were unhelpful and dismissive, failing to address my concerns. 1. The setup at the Pietemaritzburg stop lacks organization, causing confusion among passengers. 2. Please adhere to scheduled departure times and announce bus arrivals to avoid misunderstandings. 3. The unprofessional behavior of the staff, with their rudeness and lack of assistance, was disappointing. While I have previously enjoyed traveling with Greyhound/Citiliner, this experience has made me reconsider future journeys with Citiliner. I hope for improved service in the future. Sincerely, T. Sithole

Bus number [redacted] is stuck in the Hot Springs, NC mountains. The schedule number is [redacted] for the Greyhound with the driver named Irlene Thompson. I spent $[redacted].50 on a ticket for my boyfriend to arrive by 6:30 pm on Friday. We have a wedding to attend Saturday morning, and now he'll be late due to this delay. We were informed the new bus would arrive at 9 pm their time; however, it was 20 minutes before 9 pm when we received this information. The bus originating location is a 45-minute drive away, making the situation frustrating. In addition to my boyfriend missing the wedding, there is an 80-year-old man needing an ambulance due to an oxygen tank issue caused by the driver trying to use a faulty outlet. There is also an 8-month-old baby on board, and passengers have missed flights and job interviews. The staff also overcharged my fiancé $60 for his two bags when the website indicates the third bag should cost $20. I am displeased and demand a refund for the delay and the excessive baggage charges, as Greyhound's inconsistency is unacceptable.

Subject: Complaint Regarding Behaviors of Boise Station Employees General Manager, I would like to bring to your attention the distressing experience I encountered today while utilizing your transportation service from Baker City, Oregon to Boise, Idaho. My ticket number is [redacted][redacted]. Upon arriving two hours early at the Baker City location, I was unable to tag my bag as there was no representative present. The bus departed approximately an hour late, and upon reaching Boise, passengers were eager to disembark. However, an individual named Michael, who I was informed was a driver, exhibited unprofessional behavior by instructing everyone to remain on the bus, citing the absence of the ticket counter representative, Linda. Michael was confrontational, uncooperative, and even used inappropriate language when I requested my bag, as I was running late. The situation escalated when he refused to retrieve our luggage. Once Linda arrived, I asked for assistance, but Michael responded rudely, escalating the situation further. As a minister, retired Navy veteran, and caring individual, the conduct displayed by your employee was unacceptable. The unnecessary delay and mistreatment of customers by Michael do not align with the standard of service expected. Fortunately, another staff member assisted in retrieving the baggage. I hope this feedback prompts improvement within your service to prevent such incidents from recurring. Sincerely, Perry S.

I was traveling from Port Authority NY to Toronto on January 6, [redacted], with two large and one small suitcase. Despite placing the small suitcase under the bus, there was no room for my other two suitcases. I notified the staff about my destination, Toronto, and boarded the bus, expecting them to load my belongings. However, upon reaching customs, my suitcases were missing. I promptly completed a tracer form and contacted Greyhound, submitting a claim form within the required timeframe. Unfortunately, no progress has been made in locating my luggage, even after visiting the NY warehouse in person. I am eager to know where I can seek assistance in recovering my lost items. Additionally, I urge Greyhound to expedite the processing of my claim, as the contents of my bags hold greater value than the claim amount. Your help in resolving this matter is greatly appreciated.

We purchased a bus ticket for our son who was stranded in Idaho. The ticket was for 3 AM, but the bus never showed up. When we called for information, no one could provide details except that there would be another bus the following morning at 3 AM. Our son had to wait for 24 hours on the side of a building with no one around, as it was a service station far from civilization. We are requesting a full refund and have decided not to use Greyhound again.

I traveled by Greyhound to Nuevo Laredo, Mexico on my way to Mexico City. The bus station is conveniently located across from the Mexican bus station, where I had a layover of about an hour. While at the Mexican bus station, I was approached by individuals in plain clothes who requested to see my visa and passport. I was escorted to a waiting room where I was questioned about the purpose of my visit and the amount of money I had with me. This made me uncomfortable as it seemed these individuals may have been associated with a local gang or cartel. It concerns me that Greyhound exposes its customers to potentially risky situations. I believe the trip to Mexico should be direct without stops, or if layovers are necessary, Greyhound should ensure customer safety by addressing security concerns in border towns before continuing the route.