Mr. Andrew Faser purchased a one way ticket on Wednesday, December **th, confirmation ***********, which was scheduled to depart ATLANTA GA on today, Thursday, December **th at *:** pm to arrive in TALLAHASSEE, FL at **:** pm. Due to unforeseen circumstances we had to change the time for the Next departure which was tomorrow, December **th at *:** pm with same destination and pay an additional fee. He unfortunately Could not make the trip, to Tallahassee and wanted to move the destination to Miami, instead, using the same exchange policy. We Requested to changed destination and customer service reps and * supervisors, two of whom employee numbers follow* (employee ***** - Alex, employee ***** - would not give his name) could not or refused to do so. The first supervisor also mentioned that he could get what was called an "anytime or flexible" ticket to use on another day*date and did not indicate a waiting period to use said ticket. When this was mentioned to the *nd supervisor, he refused and said he it wasn't allowed. What is the purpose of suggesting that to the customer, if when the customer has a new time*date to travel, it is refused*ignored. I can not afford to waste the monies spent on a service, not be able to use the service or not be able to either exchange and get to said destination or receive, at least, the base price of the ticket refunded, irregardless of the policy. My son needs to reach Miami to see his mother and siblings, for his scheduled visit as he has to return for his next semester of college classes. I find it very discouraging that a "supervisor" is not able or allowed to make an exception, when the customer still wants to use your service & travel. These types of practices are the exact opposite and go against the companies, corporate promise, motto's, customer service promises, statements, and values written, printed and posted in the companies bylaws, on its corporate public website and other printed literature. If these promises of what a company, built to service the people (service industry) were founded*built upon then they should be upheld with the utmost respect, honor and integrity of GREYHOUND. Feel free to contact me to effectively resolve this issue and uphold the companies standards. My son Andrew my be reached at ***-***-****. Thank you for your attention to this matter*request.
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