To Greyhound:** After our experience with Greyhound from November ** – November **, ****, we will never use Greyhound again. Never would I have imagined that a company that survives on customer service would treat a handicapped, elderly woman with such horrible disdain. I had to speak to different people at Greyhound on her behalf and no one showed any compassion for her predicament or solution to her problems. It was hours of discomfort, worry, anger, and helplessness that started from the moment she stepped onto Bus ***** at * pm on November **th in Pittsburgh, PA at ** Eleventh Street.* * My mother is ** years old and has many physical ailments that limit her abilities and slow her down. She can walk but does so very slowly and with a cane. Her left foot was broken and set wrong so that it is turned to the inside. This makes it painful for her to walk far. About a decade ago she fell down stairs and broke her left arm near the shoulder. Because her fall happened so close to her open-heart surgery, the doctors would not operate but said it would have to heal on its own. Mama has not regained full motion of this arm. She wears glasses but still does not have ***** vision. She has hearing aids but her hearing is impaired due to a genetic condition. Many times, she cannot make out what someone says unless they speak to her while she is looking at them to lip-read as well. She is diabetic. Mama is also having to deal with a slowing mental condition where she often forgets what she is told. With all of this, she still strives to be nice to people, show her Christian faith, and function as normally as possible. ** I have heard of Greyhound my entire life. I even lived in Marion, VA for a time where Greyhound was supposed to have been founded. I have heard the slogan “Leave the driving to us” and liked what I saw on the website about the reclining seats for comfort and the help that you could receive with your luggage by getting a special handling tag. Other family members were concerned for her as well and called to make sure that there was security in the stations. All the stations I checked were open for ** hours. We have traveled extensively over the years but have never tried your service. My mother needed to go from Pittsburgh, PA to Knoxville, TN with a relaxed time frame. Online, we found what we thought was a reasonable trip package with the largest layover being * hours and ** minutes. I booked her trip with a fair amount of confidence that she would be alright. I was wrong.** We made it to the station in Pittsburgh an hour early. I got the special handling tag for Mama’s luggage. I helped her to the door and into the bus area. The driver took her ticket. I was seeing about her baggage and she began up the steps. I went to stand behind her, as I always do now in case she goes to fall backward, and was told by the driver that I could not go on the bus. Stopping at the bottom of the door, I watched her ascend and the driver told me again that I had to leave. She had turned the corner so I left. ** Mama told me later that the seats did not recline. This was a huge disappointment and worry as she needed to keep her feet up for circulation. Then they took a “smoke break” in Youngstown which was not on the schedule. (This meant the driver wanted to smoke.) At the scheduled stop in Cleveland, while trying to get off the bus, one of the passengers yelled at my mother for being so slow and holding him and the other passengers up. The driver had not offer to help her nor did he say anything to the passenger for accosting my mother in such a way. She got off the bus and went to the desk for further directions. Mama was told where to go and when she got there, the driver from her first bus was there. He recognized her and asked her rudely, “Why are you here?” She explained she had been told to go to this particular place at which he responded, “I can’t help it if you can’t listen.” My mother is not aggressive at all but countered to the man that he was the rudest man she had ever met. His response was a nonchalant shoulder shrug. ** Bus ***** had not showed up when I spoke to my mother at midnight. Someone who worked at the station told my mother that the driver on that bus was known for being late. I tried to track the bus on the app but it was not showing it. So, I called Greyhound and spoke to Sharon. She sent me through to J.P. in Sales in Cleveland, OH. J.P. gave me the same answer about the missing bus that was on the app. I asked him directly if it was normal for Greyhound to lose a bus. J.P. informed me, after a long pause, that it was my decision to call it normal or not! How can Greyhound not know where one of their buses is?!? Is there not a GPS tracker on the vehicle? Does the driver not have access to a phone? Did Greyhound not know ahead of time the roads that this bus was supposed to take? It amazed and sickened me that there was such indifference about this! This bus didn’t show up until * * hours later. His poor performance meant that my mother would miss her next bus. ** Cincinnati bus station had police arresting people which is not a good environment for anyone. Yet, my poor mother had her layover of * hours now because of the second driver’s (of Bus ***** on Nov. **-**th) inability to stay on schedule. According to her original itinerary, she was supposed to arrive in Knoxville at **:** am and yet now the next bus she was told that was available would not even leave Cincinnati until * pm so that she wouldn’t have arrived until after * pm. Six hours after she was supposed to arrive. This is ridiculous! ** By this time, my mother had enough of buses and the people that work there. My cousin in Crossville, TN drove up to retrieve her. They went to eat first and then drove to the Knoxville station that they assumed would be open but it was closed. Mama was unable to retrieve her bag. My cousin took my mother to her house in Crossville only meaning that they would have to return the next day to pick up the luggage. This meant that they had to travel another * hours (roundtrip) the next day that should have been unnecessary. They got to Knoxville bus station and was told that my mother’s bag was not there! She had all her clothes, all her medicines, and most of her money in this bag! It was not small either. It was a very large green suitcase with a silver glittery bow and the Special Handling tags saying Knoxville (from your company) on it. The person at the counter told my Mama that she would be called if her bag came in. My cousin and I both tried to get in touch with the station in Cincinnati to see if it was there and neither of us could get anyone to answer the phone! Finally, today, two days later, they receive a call that her bag is in. So, after another * hour trip and * days of waiting, my Mama has her things. Meanwhile, she has had to go to a store and purchase clothing to wear from her underclothes out. This was a huge unexpected expense not to mention inconvenience because her trip was not supposed to be running back and forth to Knoxville bus station and shopping for clothes because her luggage has been lost. * * What do I expect? I would expect you would want to apologize to this fine lady for being so ill-treated by your employees. I would expect you would want to make her feel that your company does care about her comfort and safety, as this was not apparent. I would hope you would take this catastrophe and reteach your employees the meaning of Customer Service. I would expect you would want to compensate her for her time lost, inconvenience, worry and aggravation and endangerment of her health since she could not have her feet raised as she is required to do while spending * hours in bus stations and * hours on a bus that had no reclining seat. It would only be right. **My name is Lisa K. Garrett*My mother (passenger) is Myrna Gail Powell*Her DOB is *********She is handicapped, diabetic, has arthritis, Bels Palsy, high blood pressure, and anxiety. She walks with a cane and has a foot that turns in. Mama has glasses and hearing aids but does not see or hear normally. Her skin is thin which causes her to bruise easily. She suffered a broken arm that limits her range of motion. She is about *** lbs. with white hair. **The confirmation of her ticket is ***********. **Our home address is:**** E Beau Street*Washington PA *******I can be reached at ***-***-****
GetHuman-lkgarret did not yet indicate what Greyhound should do to make this right.