Greyhound Customer Service Issues

I had a frustrating experience with Greyhound recently. I was supposed to leave Macon, Georgia at 7:35 heading to Kinston, North Carolina, but the bus was full, and I had to take a bus to Atlanta instead. Unfortunately, once I arrived in Atlanta, the staff didn't know what to do, and I had to wait until 4:15 a.m. the next morning for a bus to my destination. My original trip was supposed to take 13 hours, but due to the delays, it now would take until August 3rd at 8:40 a.m. I tried to address the issue with customer service, but they were unable to help because they were new. This experience has left me feeling frustrated and let down by Greyhound's lack of responsibility towards their customers. I believe something should be done to make this right, as it has caused me a lot of distress.

On the 6th of August, [redacted], I boarded a bus from Philadelphia heading to Buffalo at 7 am. After the bus arrived in Buffalo at 6 pm, the connecting bus scheduled for 6:40 pm did not show up. This led to all passengers, including myself, being stuck at the Buffalo bus terminal for four hours without any information on the driver's whereabouts. The terminal's help desk informed us at 9:30 pm to make our own arrangements to get home since they had no updates on the driver. After being stranded until midnight, I had to call a friend from Toronto to come and pick me up from the Buffalo terminal in the USA. The lack of assistance from Greyhound staff during the transfers and the unacceptable situation in Buffalo make me reluctant to travel with Greyhound again. I am requesting a full refund of the $89.26 CAD ticket, which also included an additional $20 USD paid for extra luggage in Philadelphia. This experience was a nightmare, being stranded without access to phone charging stations or food. I would appreciate a prompt resolution to this issue. Thank you. Ticket Confirmation Number: [redacted]

Hello, my name is Hoyoung Kang. I recently booked travel tickets for myself and some friends from Cleveland to Niagara Canada. Unfortunately, I made a mistake with one of my friend's last names when booking. When I initially contacted Greyhound about this issue, I was informed that it wouldn't be a problem to leave it as it is. However, I called Greyhound again today to see if I could correct the last name to avoid any potential issues. This time, the representative stated that it was not possible to change the last name. I have since tried contacting Greyhound and the Cleveland Station to rectify the situation, but nobody was able to assist with changing the name. The suggestion was made that I explain the situation to the bus driver in the hope that we would still be able to board, though it's not guaranteed. As we are traveling as a group, it's crucial that we all make it on the same bus to avoid any trip disruptions. I have also sent an email regarding this matter. I am concerned about our upcoming summer vacation and would appreciate any guidance on how to proceed. Thank you.

Good morning, I purchased a round trip ticket recently. I am not seeking a refund but would appreciate either another trip or a discount. I am in the military and bought the ticket for a family member who experienced bus issues and delays on the return journey. Despite being assured a callback, I have not received any communication. It is disappointing as I was given assurances that were not fulfilled. I apologize for any inconvenience caused. My confirmation number is [redacted].

I have been riding with Greyhound since [redacted], and I must say the Ft. Lauderdale FL station was the most poorly managed station I have ever encountered. Today, at 12:46 on August 10, [redacted], the employees made me wait unnecessarily to check my bag because they were chatting and laughing amongst themselves. The restrooms were locked, forcing passengers to use full porta-potties in the parking lot, which were overflowing with waste especially unpleasant in hot weather. Additionally, homeless individuals were using them for shelter. When I raised these concerns and inquired about the delayed bus, the employees responded rudely. I urge Greyhound to investigate this station as the conditions were unacceptable. Despite being a regular customer, I am considering using the upcoming Brightline train service due to the poor experience. Thank you, V. Munnell

I am writing to express my frustration regarding the recent bus trip I booked for a group of 10 people from New Orleans to Houston, Texas with Greyhound. When I called to make the reservation, I encountered a rude woman who was unhelpful when I questioned a sudden increase in ticket prices. Despite the poor customer service, we decided to proceed with the booking. I was provided with a confirmation number over the phone but did not receive any follow-up email with the details as promised. The initial leg of our journey from New Orleans to Baton Rouge was pleasant and comfortable. However, upon changing buses in Baton Rouge, we found ourselves on a cramped bus with inadequate legroom and malfunctioning air conditioning, causing the temperature inside to reach 84F. The bus driver attempted to alleviate the heat by opening the sunroof, but it has not been effective given the hot weather in Louisiana and Texas. Considering the discomfort we have experienced during this trip and the $[redacted] we spent as a group, we believe some form of compensation is warranted. Thank you for addressing this matter promptly.

My bus was scheduled to depart from Greensboro at 7:55 am but didn't leave until 8:40 am. The check-in attendant was very rude. The bus driver was unfamiliar with the Greyhound station in Rocky Mountain. When we arrived in Richmond, the driver mentioned we would have a 30-minute break at 2:00 pm, but it's now 3:50 pm and we're still here. I was supposed to be a speaker at a wedding at 6:30, which I will likely miss now. This has been the most unprofessional and disorganized bus journey I've experienced. I am extremely disappointed, agitated, and on the verge of a panic attack while sitting on the bus. The driver is outside smoking, and it's now 3:53 pm. I am eager to understand if this is the standard conduct for Greyhound. I am profoundly dismayed and upset with this situation and am looking forward to speaking with someone.

I departed from Greensboro, North Carolina at 7:55 a.m., but the bus arrived late at 8:40 a.m. The customer service representative at the check-in desk was rude without cause. Upon reaching Rocky Mountain, the bus driver did not know the way to the bus station, leading to confusion. In Richmond, we were informed of a 30-minute stop at 2 p.m., but we only left at 4 p.m. During the extended wait, the bus driver smoked a cigarette while we waited onboard. This experience has been disappointing and disheartening. Instead of reaching Washington, DC at 5:40 p.m. for a 6:30 p.m. wedding, the new arrival time is 8 p.m. I am appalled by the lack of professionalism displayed by Greyhound in handling this trip and would appreciate discussing this matter further with a representative. Thank you.

While in Birmingham, I was unfortunately left behind by the bus driver after a very short layover. My larger brown suitcase and a light green one, both tagged with pink material (bag numbers FV90355 & FV903554), were stored in the bus's belly. My black school bag carry-on was placed near the entrance. I urgently need my belongings as I am an international student with important items in my bag. Please inform Jackson, Mississippi, to secure my luggage, as I am making arrangements to catch another bus to arrive by 10:25 pm. Your prompt attention to this matter is greatly appreciated.

As a Greyhound customer who frequently travels with the company, I have noticed some recent issues with their buses. The bathroom cleanliness is a major concern, making the travel experience unpleasant. During a trip from Newark, New Jersey to Richmond, we encountered a situation where we had to pull over due to non-functioning windshield wipers during rain for 45 minutes. This, combined with the smell coming from the restroom, was very distressing. Other problems include a shortage of drivers, missing connecting buses leading to long waits or overnight stays, buses arriving late, overbooking, and more. I am seeking a refund for my trip on 5/15/19, which cost $97.70. My name is Larquetta Anderson.

I contacted Greyhound Customer Service three months ago regarding an unfortunate experience I had during my trip from Cleveland to Toledo, Ohio on April 24, [redacted]. As a senior citizen with a disability, I encountered disrespect from one of the drivers when I tried to sit in a designated seat. Despite explaining my actions, the driver raised his voice and demanded I move. This incident was embarrassing and distressing. I kindly requested reimbursement for my ticket, which I purchased online for $21. Another passenger who witnessed the situation offered to provide further information if needed. I believe resolving this matter is important, and I hope that as CEO, you will address this issue and ensure appropriate actions are taken. I look forward to hearing from you soon regarding my refund request. Thank you for your prompt attention to this matter. Sherrie Elpiner [redacted] Bryan Drive South Euclid, Ohio [redacted] [redacted] Email: [redacted]

Hello, currently traveling by bus from Memphis to Nashville, TN. The bus seems to be in poor driving condition. I am seated at the back on the right side, finding it difficult to type this message due to the loud noise of the rear end. Despite informing the driver multiple times, no action has been taken. The response given was that the issue would resolve itself when the speed changes. This situation is upsetting as I will endure a 4-hour journey feeling shaken and unable to hear properly. I possess video and audio recordings as evidence of the disturbing sounds. My name is Dustin Smith, traveling on Greyhound from Memphis to Nashville on 8-19-19.

Hello! I had an unfortunate experience on the bus recently that I wanted to share to prevent others from encountering a similar situation. I usually take the bus to visit family and had a problematic trip from Burlington to Boston. The bus was 2 hours late, and the seating was uncomfortable and dangerous. Some seats had excessive legroom while others had none. I ended up sitting in a row with limited space, and the seats in front of me were broken and slid back unexpectedly during the journey, pinning my legs. The journey was uncomfortable for both me and another passenger named Kate in front of me. I hope the seats can be repaired or restricted from use to prevent any injuries in the future. On a positive note, the lady with short blond hair at the Burlington airport desk was fantastic. She kept us informed about the bus delay, was friendly, organized, and efficient. I appreciate your attention to this matter and am willing to provide photos if needed.

I purchased two tickets on August 21, [redacted]. After realizing I couldn't travel on August 30, I attempted to change the itinerary for one ticket and requested a refund for the other. I had checked Greyhound's website, which clearly states that tickets are refundable if unused or not entirely used. However, the supervisor at the Greyhound office in Montreal on duty around 7pm on August 23 informed me that this policy was not applicable in Montreal, leaving me shocked. I reached out to the "Office de Protection du Consommateur du Québec" for advice, and they suggested writing to Greyhound to assert my rights as a customer. Here is the Confirmation of my ticket: [redacted].

I'm Ms. Joan. I traveled from Columbus, GA on 9 Aug [redacted] to New Carrollton, MD on 10 Aug [redacted]. The bus arrived late in Richmond, VA causing me to miss my connection to MD. My ticket was changed to send me to NY first before being changed again to DC. I tried to change my return ticket on 24 Aug [redacted] for 15 Sep [redacted], but was told I had to go to the New Carrollton MD bus station in person. Despite arriving by 8:15pm, the station had closed early. The customer service representative I spoke to on the phone mentioned I had already made one ticket change and couldn't assist further. Unfortunately, I couldn't make the change before the station closed.

Good evening, Right now, Saturday, August 24th at 9:25 pm, I am writing to you from the Greyhound terminal in Oakland, [redacted] San Pablo Avenue. I bought an Oakland-Grants Pass bus ticket online, which had a stopover in Sacramento. The itinerary was Oakland-Sacramento departing on Saturday at 9:15 pm, and Sacramento-Grants Pass departing at 2:50 am, arriving in Grants Pass around 10 am on Sunday. Just one hour before departure, we were informed that the Oakland to Sacramento bus was canceled because there was no driver!! My first complaint is how a large company like Greyhound, charging such expensive ticket prices, doesn't have a backup driver available to operate a trip and casually cancels it, disregarding the inconvenience it causes to customers. My second complaint is about the extremely rude, dismissive, and unhelpful attitude, with a lack of willingness to assist, displayed by the lady at the counter who seems to be handling customer service, as I was told. She is a young, short, slightly chubby black woman. She treated me poorly, barely paying attention to me and displaying very rude manners. I would like her to receive some form of reprimand, or even better, to be removed from that position because she clearly lacks the capability to solve any issues, instead displaying a cocky, arrogant, humiliating, and uncooperative attitude. I had to call Greyhound's phone number to get my issue resolved. During the call, she was unwilling to solve anything by herself. The lady at the counter informed me that the next available bus to Sacramento due to the cancellation was on Sunday at 4 pm!! She said the 1:30 am bus was full. The Sacramento-Grants Pass bus was at 8 pm, which meant I would arrive in Grants Pass at 3:30 am on Monday! It was only through the phone call that they told this rude lady that they should provide me with accommodation for the night if I ended up waiting for a day. Finally, a coworker of hers managed to secure a ticket for me for the 1:30 am bus, although it is uncertain if I will make it in time to catch the 2:50 am bus to Sacramento, as I haven't boarded it yet. The initial solution they offered was for me to wait almost 20 hours in transit due to the schedule change, and ultimately to arrive in Grants Pass at 3:30 am on Monday. I am utterly outraged: first, with the company for being so incompetent and canceling a trip out of the blue, and second, with

I traveled from Atlanta, GA to Winston Salem, NC on August 24th, leaving at 12:50 am and arriving at 6:50 am. Unfortunately, my luggage did not make it with me. The bus had a change in Charlotte, NC, where I was informed that my luggage had been mistakenly sent back to Atlanta as it had tags for both Winston Salem and Atlanta. The driver assured me it would be sent back to Winston Salem on the next bus. I was told to return at 12:45 am on the 25th to retrieve it, but it wasn't there. Now, the whereabouts of my luggage are unknown. I urgently need it as it contains my clothes, medications, and laptop. My medications are crucial and covered by insurance; repurchasing them would be costly. I have been unable to get any clear information on my luggage. Please reach out to me at [redacted]. Thank you, Tracy Martin.

During my recent trip to Durban on a Greyhound bus, I experienced several service issues that left me feeling uncomfortable. The evening journey lacked service assistance, and I found the bus to be cold with a draft. Although two other passengers inquired about the air conditioning, it was only addressed after I mentioned it to a staff member. Additionally, there was a lack of attention to passenger comfort, leading to difficulties using the phone charger and only receiving plastic bags for trash disposal. On my return trip, I discovered that my suitcase was damaged when unloading luggage. When I attempted to address this issue with the assisting staff member, I was ignored. It would be greatly appreciated if passengers were provided with better care and service, aligning with the positive portrayal on the internet and at the bus stations. The disparity between expectations and the actual experience was disappointing.

I am reaching out regarding my brother, Gary W. Stiltner. He recently traveled on Greyhound back east to St. James, MO, an experience he has done multiple times. Unfortunately, on his most recent trip, he faced numerous issues right from the start at the Tucson terminal. There were delays, misinformation about bus schedules, and ultimately, both of his bags went missing. Despite following the claims process diligently, he has been struggling with unresolvments for months. This ordeal has not only caused him financial strain but also taken a toll on his mental well-being. As a loyal Greyhound customer, I believe Gary deserves proper compensation for the lost luggage and a gesture of goodwill, such as a complimentary bus ticket for his next journey. I appreciate your prompt attention to this matter. Thank you. - Carl W. Stiltner

Today, I visited the Greyhound station in Phoenix, AZ, located on 27th Ave and Glendale Ave. Upon arrival at 5:10 pm on 9/17/[redacted], I found the doors locked. A woman named Raquel, who works there, saw me but chose not to acknowledge me. I waited for her to exit the building at 5:25 pm and approached her to inquire about the closing time. Raquel mentioned they close early if there are no customers, to which I pointed out that I was a customer present. I politely requested her name, after which she seemed dismissive and confrontational. Despite wanting to purchase three tickets to California and seek clarification on baggage policies, Raquel refused to help me. I left feeling disrespected, unsure if her behavior was motivated by racism. I have evidence of her leaving early on surveillance cameras. I am seeking guidance on where to address this matter and would appreciate assistance.