Greyhound Customer Service Issues

I wanted to make you aware that there is an issue with one of your employees misusing the Greyhound website to access customers' bank accounts and credit cards. Yesterday, a reservation was made by Mr. Roger McKinney at 3:21 pm from Chicago, IL to Milwaukee, WI using his debit card. The agent provided him with a confirmation # at 3:28 pm. Subsequently, unauthorized charges of $[redacted].00, $[redacted].00, and $[redacted].00 were made on Mr. McKinney's debit card. The employee involved is a male with an Asian accent who displayed a very rude attitude and declined to provide his name when asked.

On December 22, [redacted], I boarded the bus in Atlanta, Georgia. My name is Michael J. We stopped in Virginia and unfortunately, I missed my bus with my luggage still on it. My suitcase contains all my medication as I am a diabetic with congestive heart failure. The bus was heading to New York, but I needed to go to Newark, N.J. I will be in Newark until January 3. Please help locate my big burgundy bag with a blue scarf, orange tag, and a Greyhound tag with my name and phone number. You can reach me at [redacted]. Thank you.

I am Michael Johnson. My confirmation number is [redacted]8. I boarded the bus in Atlanta, Georgia, heading to Newark, N.J. Unfortunately, I missed the bus in Virginia and had to take a later one. My suitcase, containing all my medications for my diabetes and congestive heart failure, was left on the bus I missed. I have been calling every day but have not had any luck locating it. It is urgent that I find my suitcase. It is a big burgundy bag with a blue scarf, an orange tag, and a Greyhound tag. Thank you for your assistance.

I'm Michelle Ford, and my confirmation number is [redacted]. Sadly, the Greyhound bus dropped me off at the closed Wichita Kansas bus stop. I am now stranded in 28-degree weather. The police kindly brought me to the Old Town Motel, but they do not accept cards, and I don't have enough cash to pay. I have been left outside with my four suitcases, shivering in the cold. Please arrange for someone to pick me up from the Old Town Motel or send help promptly. You can reach me at [redacted]. Your immediate assistance is greatly appreciated.

I bought a bus ticket for my son from Pueblo, CO to Hutchinson, KS. The schedule had him arriving at 5:50 am today, but he didn't show up. Greyhound informed me that the trip was canceled, and everyone was accommodated in a hotel. However, no one can provide me with information on when he'll catch the next bus. It's frustrating that a trip can be canceled with passengers waiting to reach their destinations, and the lack of communication is worrisome. Each time I contact Greyhound, I spend almost an hour on hold, only to be left without any clarity on the situation.

On January 6th, I bought a one-way ticket to depart on January 7th from Idaho Falls, ID to Colorado Springs, CO. The departure time was 2:45 am on the 7th and the trip was supposed to be 19 hours long with transfers, arriving at Union Station Denver, CO around 8:10 pm on January 7th. However, there were delays heading into Denver from Vail, CO due to icy conditions, which was expected. By 1:00 am on January 8th, I was still at Union Station without any information, restrooms, or transportation in sight, amidst chaos. An employee mentioned bringing an empty bus for us to sleep in as the driver wasn't available to complete the trip for me and 80 other customers. Greyhound offered no further assistance except sleeping in the bus parked outside. I'm requesting a full refund of $[redacted].39 to be credited back to my card ending in [redacted] for the ticket, hotel stay, and transportation costs incurred due to this issue. I have all receipts available for verification purposes. Thank you, W.M. Sickinger.

Yesterday, I waited at the Reno station for the bus to Las Vegas, but it never arrived. Consequently, we were stranded in Reno all night as the station was closed. I had to pay for a hotel room and am now seeking information on what transpired and how to catch the next available bus. I would like to know if I will be reimbursed or not charged again for the ride. Additionally, I am interested in finding out if I can receive reimbursement for the hotel room because of the inconvenience I experienced, which was not my fault.

Hello, my name is Michelle Tucker. I am reaching out on behalf of my niece, Shakara Williams. She boarded the bus in Clarksdale, Mississippi, and her destination was Memphis, Tennessee. Upon arrival in Memphis, she was informed that her bus had been canceled. The staff was unable to provide any information on when the next bus would be scheduled. As her aunt, I am concerned as I purchased her ticket and now she is stranded in Memphis with no way to return home. This situation has occurred before and I am seeking assistance in resolving this issue. Shakara has a seven-month-old daughter waiting for her in Toledo, Ohio. I urgently need to know the bus schedule and what can be done to address her ticket. Your help in getting my niece back home is greatly appreciated.

I have been waiting for a refund since December. I keep receiving the same information repeatedly. Initially, I was informed on December 27, [redacted], that the refund was processed and would be in my account within 7-10 days, which did not happen. Subsequently, I was told it would take 7-10 days for processing. After noticing that processing was complete, I was again informed it would be in my account within 7-10 days, which also did not occur. This cycle has continued for three months, and this morning I was once more told it would take 7-10 days for processing. I was also informed that processing was done and it would be in my account within 7-10 days, the same information provided about two weeks ago. I keep receiving the same responses from customer service but have not yet received my refund. It should not take three months to receive a refund, and unfortunately, there is no option to speak with someone directly; all communication must be via email. Name: J. Olson Confirmation Number: [redacted]0/[redacted]5 I am eager to receive the refund promised to me since December.

I am wondering how to report or praise one of your drivers' performance. The bus with number [redacted] was driven by a Mr. Stewart. It is clear that Mr. Stewart has had confrontational interactions with passengers, coming across as angry and threatening at times. Concerns were raised about his strictness regarding face masks. Interestingly, he seems more lenient with allowing other drivers to hitch a ride, although one such driver was also confrontational. On a crowded bus ride from Mobile to Houston, a passenger asked that the hitching driver stow his bag to free up a seat, but he declined. Can you advise on the best way to provide feedback on these incidents? Thank you. Matilda.

Hello, I would like to report a complaint about a discourteous driver on bus [redacted] along with another driver who exhibited bias by not letting passengers sit with him. Mr. Stewart, the main driver, was overly aggressive and confrontational towards passengers. This experience has left me disappointed, and if this is the standard of service provided by Greyhound, I am hesitant to use your services in the future and won't be recommending your company.

I had a similar experience on Thursday night at the Richmond station while waiting to travel to NY. Our bus got delayed, and we were informed there was no driver for it. They rescheduled us for the next day at 10:30 am. This has now happened to me twice, disrupting our plans and forcing us to stay at the station without proper facilities. I find this unacceptable and have evidence from both instances. The station is also not clean and feels unsafe. I intend to take action against this mistreatment as it is the company's responsibility to ensure transportation is provided as paid for. My reference number is [redacted], and it is currently 2:13 am, and I'm still stranded here.

During a trip from St. Louis, MO to New York, NY on 3/29/22, my husband's luggage was lost. Originally heading to Las Vegas but changing the destination upon arrival, a rude driver insisted on loading the bags himself, not letting my husband verify. The missing luggage numbers are AA[redacted] & AA[redacted]. Along with them, a grey laundry bag contained a GBL speaker and a black and white fleece blanket. Currently in Scranton, PA, my husband has no belongings and is eager to locate his lost items, valuing them for sentimental reasons, hoping for a resolution within 24 hours rather than a refund.

I am currently on the 10:15 pm bus from Birmingham to Monroe, LA. I made sure to indicate online that I am disabled. Despite that, when I boarded, I noticed that one of the seats next to the driver was not blocked off like the others. The driver mentioned it was due to COVID, but I don't believe that's accurate. I have a sister who is a long-time Greyhound driver confirming this. I contacted Greyhound before purchasing my ticket, and this inconsistency in safety measures on the bus is concerning. If a refund is not possible, I would like an explanation as to why one seat was left open when others were not. The lack of clear communication about COVID protocols is disappointing. This experience does not meet the usual standards of Greyhound service.

I have been trying to locate my lost luggage for nearly two months now. Despite my continuous efforts through email and phone calls, I have had no success. The airline never requested my luggage ticket numbers and the tracer number provided has not led to locating it. I traveled from Orlando to Birmingham with a stop in Atlanta, leaving only three possible locations for my luggage. It is crucial for me to retrieve my belongings, yet the lack of effort from the airline is disheartening. I have followed all instructions given to me without any progress. I urgently need to resolve this matter and request assistance from the airline to locate my luggage promptly.

I would like to address several concerns regarding my recent bus journey with your company: 1) I am disputing an additional charge for Priority Seating on my trip with Confirmation #[redacted]3 on 4/7. 2) The driver from Springfield did not acknowledge my Priority Seating or assist with my luggage, despite me being a disabled senior. 3) The Richmond driver, Wm. Dutson, displayed negligence and was verbally abusive and threatening during the trip. Initially, Dutson refused to provide his name, assuming I wanted to file a complaint. 4) There was a lack of proper boarding notice at the Richmond terminal, and Dutson failed to check tickets, resulting in an elderly passenger boarding the wrong bus and having to return to Richmond. 5) I witnessed Dutson interacting with a passenger who had the most desirable seat and was purchasing snacks at the VA Beach stop. 6) The departure from Richmond was considerably delayed. 7) I have photographic evidence of Driver Dutson not wearing a face mask while driving, which I will attempt to include with this complaint. I believe it is important that these issues are addressed accordingly. M. D. Royce

I encountered two issues during my recent trip: On April 14, at the Beaumont stop, I twisted my ankle while descending the bus steps because the bottom step was missing. My ankle swelled up, and I have photos to document this incident, prompting me to request an incident report. The scheduled 2 1/2 day trip stretched to five days due to two delays. The first delay made us an hour late, causing us to miss our connecting bus and endure a 13-hour layover without assistance for food or lodging. The second delay was nearly 11 hours long, resulting in another missed connection. Throughout this extended journey, the lack of support from staff left us tired, hungry, and frustrated, unable to even find comfortable rest at the bus depots.

I encountered two issues during my recent Greyhound bus trip. Firstly, on April 14, I twisted my ankle while descending the bus steps in Beaumont, Texas, leading to swelling and ongoing pain. Despite the passing days, the swelling persists, albeit slightly reduced. Surprisingly, there was no bottom step, adding to the accident. Secondly, what was intended to be a 2 1/2 day journey stretched to five days due to bus delays, resulting in missed connections and lengthy layovers. Moreover, the staff's behavior varied; while some were accommodating, others were notably rude. This elongated journey left me and my sister hungry, unclean, and exhausted by the trip's end, prompting a desire to shorten it to visit my son in Georgia.

Case Number: [redacted] - Saturday, July 20, [redacted], around 8 p.m. **Return Journey Details** Bus Registration Number: K04 [redacted] Bus Number/Driver Number: [redacted] Dear Sir/Madam, I am writing to address my concerns regarding a complaint filed on July 20, [redacted]. It has been nearly three years, and I have not received any follow-up communication from Greyhound regarding my complaint. Upon my journey from the UK to visit relatives, I purchased two return tickets from New York on July 18. I anticipated a smooth travel experience to enjoy quality time with my family without significant delays due to driver unfamiliarity with routes. Unfortunately, both outbound and return journeys were marred by drivers getting lost, causing delays. Despite passengers' assistance, locating drop-off and pick-up points took time. The drivers' frustration, coupled with late arrivals at destinations, caused discomfort among passengers. Issues stemmed from the drivers' shift schedules, inadequate preparation time, lack of information from controllers, and unfamiliar routes. As paying customers, we expected timely and professional service with any unforeseen circumstances handled according to Greyhound's customer service standards. The lack of response to my complaints suggests a disregard for customers and subpar service quality. I hope Greyhound will investigate and address this matter promptly. Sincerely, Dennis Edman

I departed from Bozeman, MT on 4/27 at 1:50 AM and took Billings Bus [redacted] followed by Chamber of Commerce [redacted]. Unfortunately, I left my purse along with a black phone. The phone is black with a blue case and has slots for cards. It contained my ID, CC, and Food Stamp card. Bus drivers confirmed that they found it but I'm struggling to speak with anyone to retrieve it. Every time I call, I am promised a callback but no one follows up. I arrived in Las Vegas on 4/28 at 11:05 PM. Lost and Found informed me they have it, but they won't call me for an address. I can be reached at [redacted]. I plan to reach out to the corporate office due to the poor customer service and lack of assistance. Your help to retrieve my belongings would be greatly appreciated at this time. Thank you, Melissa Adams, Ticket [redacted]9, $[redacted].00