Greyhound Customer Service Issues

Yesterday, as I was leaving Philadelphia on a bus headed to Union Station, an accident occurred just before we reached the bus terminal. Unfortunately, due to the situation, my luggage went missing as we were unable to retrieve it before the police arrived. Despite waiting for over an hour for the police to show up and making several unsuccessful call attempts to the department, nobody came to assist. The bus driver mentioned that I could claim my luggage at Union Station, but upon reaching there, my belongings were not found. I've also contacted other stops to check for my luggage, but it remains unrecovered. Inside my lost luggage are essential items such as medicine and my passport. I urgently need to locate the bus or the driver to retrieve my belongings. The handling of this incident has been disappointing, as with better action, my luggage could have been secured earlier.

Subject: Complaint about San Diego to Atlanta trip Confirmation no. [redacted]3 I am using my Intercity Motorcoach Customer Bill of Rights to request reimbursement for overnight stay. While traveling from San Diego to Atlanta, our bus had AC issues near Van Horn, Texas on June 28, [redacted]. We had to turn back and wait for a replacement bus, which took about 7 hours. Due to the heat, I got off the bus and stayed at a nearby hotel. I contacted customer service, but they couldn't help until 24 hours had passed. The next morning, the driver of the 5:30 a.m. bus initially denied me boarding. Another driver later allowed me to continue to Dallas. I've been a Greyhound customer since [redacted] and never experienced such a situation. I believe Greyhound should have handled the situation better, especially for pregnant women and children onboard. It's concerning how passengers were left without immediate solutions or compassion for their well-being. Thank you.

I contacted the corporate office over a week ago and was redirected to an overseas call center. After leaving a message, I was assured that someone would call me back. Unfortunately, it's been over a week, and I'm still waiting for a call. I am frustrated by the lack of follow-up and consider this poor customer service, especially since I interact with the public as part of my job. I am anticipating a call from an American staff member based in the corporate office, not from overseas. Regarding the issue with my son, he was stranded on a bus that ran out of gas for nearly three hours, leading him to take an Uber to catch his flight. Despite spending over two hours trying to resolve the situation over the phone that day, I did not encounter any helpful or competent representatives. I urgently require a phone call to address these matters appropriately.

I contacted Greyhound via the email address listed on their website but was directed to call customer service at [redacted], which was unhelpful. Despite speaking with multiple agents, including Michelle (agent [redacted]), I was informed that Greyhound does not have an email address for customer service and was asked to send a fax, which is impractical in [redacted] from Australia. I need written confirmation of reporting a lost item during my trip from Bakersfield to Las Vegas on 31st May [redacted] for an insurance claim. Here is a copy of the original email I sent to Greyhound for reference.

Hello, my name is Lakisha T. I bought 3 round trip bus tickets on 6/19/18 departing from Baltimore to New York for this Saturday, 7/14/18. I noticed that there is an error in one of the passengers' last names. I spoke with customer service representative Leslie at [redacted], who said nothing can be done about it. The problem is with Angel D., not Angel S. The other passengers are myself and Lynell S. The confirmation number is [redacted]7. Please contact me at [redacted] or [redacted] Thank you.

I mistakenly got off the bus in Wilmington, Delaware instead of Philadelphia, PA. The driver refused to help me get my bag, claiming it was the station worker's responsibility. Despite asking about my bag, the driver was unhelpful and I was left unsure if it would be in Philadelphia. Upon arriving in Philadelphia, I found out my bag was still on the bus, which was rerouted to New Jersey. The baggage personnel discovered that the same uncooperative driver, James Clark, had given my bag to another driver bound for New York. It has been two days, and I am without my clothes due to this incident. It's frustrating that his behavior has led to this situation, and I hope to get my belongings back soon.

My trip from Atlanta bus station on Wednesday, July 11 at 11 p.m. turned into a nightmare. We were kept waiting until Thursday 6:00 a.m. with no information about our bus or driver. It was chaotic, with no mention of our destination in Louisiana. The customer service was unhelpful, and after waiting for 10 hours, we were finally told at 5 a.m. that there was no bus coming and to change our tickets. After doing so, the original bus surprisingly showed up 15 minutes later. The treatment from the customer service staff was appalling, and the situation escalated with confrontations and threats. I arrived in Louisiana far later than scheduled, Thursday night at 11 p.m., instead of Thursday morning at 11 a.m. This experience has left me reluctant to use Greyhound services from Atlanta in the future.

Last month, I finally received all the boxes I had shipped from Florida to California back in April. Unfortunately, upon arrival, most of the boxes were damaged or appeared to have been tampered with, and several items were missing. One notable example is the Dell computer box, which arrived empty except for the keyboard. I promptly filed an insurance claim at the Richards station. However, after reviewing the document, I noticed that the Greyhound employee did not sign or complete the necessary section. Despite sending four certified letters to Greyhound – two to the store manager and two to the corporate office in Texas – I have not received any acknowledgment or written response regarding my requests for compensation for the alleged theft or damages.

I had a frustrating experience with a Greyhound worker today. I asked about reboarding or transferring buses, and I received conflicting information. After encountering some rudeness and unhelpfulness, I was directed to the ticket counter for a refund and informed I couldn't board. This treatment was especially disappointing after my bus journey, during which the AC leaked on me, my luggage was tampered with, and items were stolen when my bus left me behind in Columbus, Ohio. I've been a loyal Greyhound customer for 30 years, but this recent experience on my return trip has been the worst by far, following another unpleasant trip two weeks ago.

I traveled by Amtrak from Wisconsin to Chicago and then by Greyhound from Chicago to Detroit. The Greyhound bus was delayed by several hours picking us up from Union Station and the driver placed my supposedly oversized luggage under the bus without tagging it, despite being told it should be carry-on. Upon arrival in Detroit, my bag was missing, which led me to fill out the lost luggage form. Despite being assured of compensation for my lost belongings, including brand new items like Christian Louboutin shoes and a Guess dress with tags, as well as jeans from Buckle, I am yet to hear from Greyhound regarding the issue. The lack of communication and reimbursement is causing me distress.

I am Travis M. I recently booked a ticket online using my phone. Unfortunately, my mother fell ill and had to be hospitalized. I contacted customer service to request a refund due to this family emergency. I was told that my e-ticket is non-refundable. Subsequently, I tried to reach a supervisor, and after being disconnected once, I finally spoke to a supervisor named Flores Flores. He reiterated that the ticket was non-refundable. I explained that I found the booking process on the mobile site unclear regarding refundable fares. I asked for an exception given my situation. Flores said he was the highest authority and denied my request, even claiming to be the CEO, which I later found to be untrue. I am still hoping for a refund under special circumstances. My ticket confirmation number is [redacted]. I was dissatisfied with how the situation was handled.

I purchased a bus ticket for my brother to visit me in Massachusetts from North Carolina, but accidentally used my name instead of his. After contacting several employees who were unhelpful, one even suggested I take the trip myself if I didn't want to lose the money. I ended up buying a second ticket with the correct name, wasting money unnecessarily. A woman promised to escalate my issue for a refund, but I never received the promised call. I am now stuck with two tickets and no resolution. I am seeking a refund for the second ticket due to a simple clerical error that should have been an easy fix. Details: - Incorrect ticket: Confirmation # [redacted]3 - Correct ticket: Confirmation # [redacted]4 Route: Roundtrip from Rocky Mount, NC to Bourne, MA.

I am attempting to send packages through Greyhound and have adhered to the weight and size limits specified. Despite the limit being [redacted] lbs, I was turned away for a [redacted] lb box. I experienced confrontational and disrespectful behavior from your employees at the Las Vegas station, leading me to cancel a $[redacted] purchase. The employees were unhelpful and seemed to make the process needlessly complicated. I question how your company can thrive with such unprofessional frontline staff.

I want to share my recent experience on a trip I took with your company. On Sunday, July 15th, [redacted], I boarded the 2 pm bus from Buffalo, NY to Toronto, Ontario. However, the bus didn't depart from the station until around 2:30 pm. The driver appeared to be rude and uninterested in passengers' arrival times and concerns. This delay caused me to miss my connecting bus in Toronto, resulting in an additional 2 hours of travel time and extra expenses. Despite being aware of potential delays at the border, the late departure from the station triggered a chain of events that inconvenienced travelers. At the border, passengers had to retrieve their own luggage from the storage compartment, which was challenging for individuals with physical health issues. Moreover, the power outlets were not functional, and the bus was unclean. Typically, I pay $18 for this trip, but this time I was charged $24. I believe that after experiencing such disappointing service, there should be some form of compensation for this journey in particular.

My family and I have found ourselves in a challenging situation, stranded in St. Louis since June 30th. Despite having a job waiting for me in Tampa, FL, we were recently robbed of $[redacted], leaving us struggling to make ends meet. After exhausting the little funds we had on basic necessities, we are now facing homelessness. Currently, a kind friend is letting us stay at their place until tomorrow, and I have been tirelessly reaching out to organizations for assistance. We have managed to secure partial funding for our bus tickets through Larry Rice Ministries; however, we are still in need of support for the remaining 2/3 of the amount. Our tickets are reserved under Reservation # [redacted]2, and we need to secure the funds by 1pm tomorrow to avoid being homeless. I kindly ask for your consideration and assistance during this challenging time. Please contact us at [redacted]. Thank you for your time and support. Clarence Williams

It has been 71 days since I filed a baggage claim for lost luggage. Unfortunately, I lost everything I brought to California. The poor service and treatment I experienced during and after this incident have been very distressing. While stranded in Arizona, I received false instructions from the bus driver, causing further inconvenience. Upon arrival in Los Angeles, I attempted to file a baggage claim on May 9th, but was later informed that it was never entered into the system. Despite my discussions with the baggage claim representatives, I have been told that there is no resolution available. This situation is unacceptable and has left me homeless in Los Angeles due to the employees' lack of diligence in performing their duties. I believe a full refund of $[redacted].60 should be issued to me to compensate for these difficulties.

It has been 71 days since I last heard about my luggage claim. I am frustrated by the lack of effort in resolving this issue and the loss of my valuable items without a proper response. The whole experience has been stressful. The driver's irresponsibility left me stranded in Arizona due to incorrect bus transfer information. This led to me losing my housing and becoming homeless without my important documents from the luggage. When contacting customer service for updates, I was hung up on without a resolution. I never reached my intended destination. I expect a full refund and reimbursement for the belongings I lost. I paid for a service that was not provided adequately.

We don't have a driver for bus [redacted]. My mother is on her deathbed. I was supposed to be in Anderson, South Carolina by 7:35 pm on Friday. We have already been sitting here for three hours waiting for a driver. Now we have to wait an additional three hours, plus 2 to 3 more hours to get to Dallas to transfer to another bus. I need to go straight to Anderson, South Carolina and be on the bus that can get me there on time, as the ticket states 7:35 pm on Friday. I also need a refund due to the inconvenience caused by the driver not showing up at the scheduled destination.

I had a terrible experience with the customer service representatives when I inquired about bus routes and schedules. The first representative and the supervisor seemed to have difficulty understanding me, which made it frustrating to get clear answers. I had to repeat my questions multiple times to finally receive the information I needed. Their attitude was rude and unprofessional, giving off an impression that they were not interested in helping me. What could have been a simple and quick call ended up being a 30-minute ordeal. In my profession as a nurse, such behavior towards patients would not be acceptable, and I believe it should not be in customer service either. I urge the company to provide training on communication and customer service skills to improve interactions with customers.

I need help with a situation involving Greyhound. My friend, Suzan Lisa Pruitt, 56, disabled, had a problematic experience with Greyhound Bus. The staff treated her poorly, and her luggage, which contained important documents and medication, was lost. She wasn't allowed to watch them load it onto the bus. She can't estimate the full value of what was lost. Greyhound staff gave her the runaround, and one driver even made her climb steep stairs instead of using the wheelchair lift. This whole incident seems like mistreatment of a disabled person. We want to keep pushing until she receives compensation. How can we escalate this matter with Greyhound to resolve it promptly and fairly?