ComplaintsforGreyhound Lines, Inc.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Requesting a refund on a 2nd ticket purchased on Oct 19, 2024 under the name ****** ********. Unfortunately the driver didnt show up for a 10:50 pm trip from ********, ** to ********, **; booking **********.The Greyhound staff gave information that suggested they would not find a driver because of how late at night it was. It resulted in me purchasing a 2nd ticket departing for 1:25 am on Oct 20, 2024; booking ********** I would eventually leave on my original ticket once a driver was found around 2 hours late. Please refund me $65.97 for the 2nd ticket (**********) purchased because the Greyhound staff provided bad information.

  Business response

  10/28/2024

  Thank you for sharing your concerns regarding the inconvenience you experienced while using our services.

  Regarding your refund request, be advised that a refund in the amount of $65.97 for booking number ********** was processed back to the purchasing account. Please allow 7 to 14 business days for processing. However, the credit can take 1 to 2 billing cycles before appearing on your statement.
  
  We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs.
  
  Thank you for your interest in Greyhound Lines.

  Customer response

  10/28/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Greyhound Lines operates a service called Dungeness Line, that services the *****************, going from the ********************** all the way to ************, **********. I was scheduled and had purchased a flight ticket for 10/10/2024.On 10/9/2024, I was notified within 24 hours, from Greyhound, that my booking *************)/route from ********************* to ********************** for 10/10/2024 had been cancelled, with no further explanation. Due to this circumstance, I could no longer make the 3 hour trip from ********************* on 10/10 for my flight, and would then have to change my airline booking from Thursday, 10/10 to Friday, 10/11. Because airfare costs are variable and differ from one day to another, due to the Greyhound line cancelling my booking, I had to incur an extra cost of $160.01 (flying on Thursday is more affordable than flying on the weekend) to fly on Friday, 10/11. I requested that my Greyhound ticket be transferred over to the route for Friday, 10/11 (Booking #*** 141 1087).On Friday, 10/11, I am then notified that my booking (#*** 141 1087) had also been cancelled. I called the Greyhound agent and all they mentioned was "bus maintenance". I requested a refund and proceeded to purchase the booking for 10/12 on a different transaction, to ensure it was a clean slate to purchase a seat. The booking (#*** 167 8218) is confirmed for 10/12, and later that evening on Friday 10/11, I checked the service route to ensure that it was still active, and for the third time, my booking was cancelled, but this time I had not been notified. Had I not looked, I would have been stranded, waiting for the shuttle to the airport.This caused financial losses not just for myself, but for two others who had to look after the dog for an extra two days and another for having to miss out on work to transport me to make it to the airport to get back home. Greyhound to compensate the airfare for financial losses for abrupt cancellation of service for 3 days.

  Business response

  10/28/2024

  Thank you for contacting our office with your concerns.
  
  After carefully evaluating your case, we are not able to honor your refund request since Greyhound is not liable for additional expenses.
  
  We apologize for any inconvenience this may cause you.

  Customer response

  10/28/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'd booked my husband, **** ******, a ticket from *** back to ********, ** for Sunday, 20 Oct 2024 on the 11:20pm bus. My husband does not have a smart phone and he had no way to print his ticket. I told him they should be able to print it out at the bus station. When he approached the counter (after initially being ignored by the clerk), he asked to have his ticket printed out. My husband game the clerk his booking number and phone number. After being unable to find the booking, the clerk started huffing and sighing and rolling his eyes, state that he wasn't "going to do this all night." When my husband sensed the clerk wasn't going to help him, he started to walk away. The clerk began yelling at him to "get back here" like my husband was a child. He told my husband that if he sat down, he would call the cops. My husband sat down anyway, and the clerk called the police. The clerk also began nonsensically yelling at my husband in front of everyne at the station about being a "***** supporter." My husband said absolutely nothing to disclose any political affiliation nor was he wearing anything to indicate it. This was an assumption the clerk made based on...what? The fact that my husband was white? Who knows. When the cops arrived, they told my husband he had to leave the station. Again, no explanation was offered as to why. When I requested to speak to the staff member to give him the booking information, the staff member refused to speak to me. When my husband asked the staff member for his name, he refused to give it. I called the Greyhound 800 number, and on a three-way call with my husband, the lady on the phone (who was very helpful) was able to rebook him for 6:15 the next morning. My husband had to pay for a hotel room last night, for which we expect to be reimbursed. This staff member's appalling and completely inexcusable behavior appears to be racially motivated. This all took place on 20 October 2024 between 9:00pm and 9:30pm.

  Business response

  10/25/2024

  Thank you for reaching out to our office with your concerns.
  
  Regarding your concern, we regret to inform you that we cannot accommodate your request at this time. To ensure the security and confidentiality of our customers' personal information, we can only assist the passenger or cardholder directly. As your name is not listed on the ticket, we advise that the passenger or purchaser contact us at ********************************************************** for further assistance.
  
  Thank you for your understanding

• Initial Complaint

  10/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked a Greyhound bus from *******, **, to *********, **, with Order #********** for today, Thursday, October 17, 2024, scheduled to depart at 10:30 AM. At 8:30 AM, I received an email stating that the trip had been canceled. This was alarming because I need to be in ********* by 3:00 PM.The email provided a link to reschedule the trip, and when I clicked on it, I was shown a list of next available times. These were all future times because it was already 8:30 AM. I selected the first item on the list which is to be the next available bus departing after 10:30 AM on the same Thursday. However, I received a confirmation email for a 5:00 AM departure. This made no sense, as it was already 8:30 AM, and the 5:00 AM bus would have already departed and arrived in ********* by that time.I do not understand why a past departure time like 5:00 AM was available future options at 8:30 AM, especially when the bus for that time had already left hours earlier. This misrepresentation is bad. I immediately called Greyhound customer **********************, but they informed me that my ticket could not be rescheduled, and they refused to issue a refund. This is unacceptable and very deceiving.

  Business response

  10/28/2024

  Thank you for contacting our office with your concerns. We sincerely apologize for the delayed response.
  
  We apologize for the inconvenience caused, but we really hope you understand that just like all other transportation, we are also subject to circumstances that we sometimes do not have control over. Safety is of utmost importance, and we will spare no efforts to ensure the welfare of our passengers. We sincerely regret the disruption of your travel plans and apologize that this happened. Please be assured that we have been and will continue to work our hardest to ensure that delays and cancellations are kept to a minimum as far as possible.
  
  We have received your request for a refund on your ticket. After further validation, we can see that the ticket you purchased was already refunded in the amount of $35.98 on 10/17/2024 back to the purchasing account within 7-14 business days.
  
  If you have further questions or concerns, please do not hesitate to contact us again.

  Customer response

  10/28/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Where should I begin, I got stranded in ********** ******* during hurricane *****, which weather I know you guys can't control. But during thus time, the ticket window was hardly open, we couldn't get any greyhound employees to help us. We had guards rob us, pull guns on us laughing about it. Guards trying to sell us drugs, kicking people while they sleep. Over 20 customers filed complaints about the week we were stranded, 4 employees filed complaints. I want a real refund not some stupid f****** voucher because I will never ride greyhound again. A voucher doesn't make up for the stress and being feeling unsafe on there property. If I Need too I will get a lawyer and sue them. They treated us like unwanted trash. My trip got canceled daily and they didn't do s*** about it. The local news even covered us being stranded. I will be seeking legal justice. A guard pulling a gun on me is against the law. *** needs to be handled asap.

  Business response

  10/28/2024

  Thank you for your email. We would love to help solve your issue. Please note that to give your situation ample time and care, there are a few things we will need from you to help with the process.
  
  Booking Number:
  Passenger's name:
  Departure location and destination:
  Travel date:
  Email Address and Phone Number:
  
  We appreciate your help and look forward to resolving your issue.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greyhound driver was under the influence of something I was left at a station before the departure time

  Business response

  10/28/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We are never satisfied when a customer ************************* a complaint or displeasure about the way he or she is treated or served, and we regret you having an unpleasant experience.
  
  In reference to your concerns, please provide us with more detailed information about your complaints in order to assist you regarding this matter by replying to this email.
  
  *What exactly occurred?
  
  *What exactly was said?
  
  *Do they have names or a description of the individual(s) involved?
  
  *Where did the incident occur?
  
  *Did you notify any of our employees or management about the incident, and if so, who?
  
  *Why did the incident occur?
  
  *What was the root cause of the issue?
  
  We are certain your future experiences with Greyhound will demonstrate our commitment to provide quality customer **********************, and we look forward to serving your travel needs.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bus never showed up on Oct. 11, 2024 at 7:35 pm.called back and they told me no refund the only way I would be able to keep the ticket going I would have to make it to ****** , *****.. They told me no refund sorry there is nothing they could do for memy Mom ******* ******* whom purchased my ticket told her it would be a lost of money. Sorry there is nothing they can do about it.

  Business response

  10/31/2024

  Thank you for contacting us regarding your concern. We are here to assist you in resolving the issue, and in order to do so effectively, we kindly request for additional information from you. Please provide us with the following details:
  
  Order ID:

  Passenger's name:

  Departure location and destination:
  
  Travel date:
  
  Email address and phone number:
  
  Your prompt response in providing the above information would be highly appreciated. We value your business and look forward to providing you with the best possible resolution.

  
  

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing Complaints against Greyhound bus line. The bus was Late because they didn't have a driver. Once the bus did arrive the driver didn't really know how to drive the. He made several stop that was not on schedule. Some male passengers started threatening the bus driver. I was on the last seat on the bus. I kept feeling some crawling all over me. I shine the light from my phone and saw large roaches coming from behind the seat. I informed the driver. There was food behind the seat. I informed him that I will be calling my bank and getting my money back, I am disabled I had to crawl underneath the bus to get my own suitcase.

  Business response

  10/31/2024

  Thank you for contacting us regarding your concern. We are here to assist you in resolving the issue, and in order to do so effectively, we kindly request for additional information from you. Please provide us with the following details:
  
  Order ID:

  
  Passenger's name:

  
  Departure location and destination:

  
  Travel date:

  
  Email address and phone number:

  
  Your prompt response in providing the above information would be highly appreciated. We value your business and look forward to providing you with the best possible resolution.

  
  

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 11th, 2024 I purchased a ticket for a grayhound bus from *******, IN. to ********, ** for over $300 because I was left stranded in ******* after my vehicle broke down and I needed to get home as soon as possible. The first transfer was in **********, ***, at which point I had a 5 hours and 22 minutes layover. The station was downtown and used the same terminals as **** public transportation in the city. Two hours into my wait for the next transfer grayhound bus I needed to use a clean restroom and purchase something to eat so I boarded one of the cities public buses and went 6.1 miles from the station to a local *******. After eating and shopping for 42 minutes, yes I kept track of time that precisely, I boarded the city bus once more to get back to the ***************** but unfortunately it did not make it. The city bus experienced mechanical problems and we were an hour and a half past my departure time before we arrived back at the *****************, which was closed. The next morning at 11:00 A.M. when the station FINALLY opened once more I was first told by the agent at the counter I should not have left and customer ********************** refused to change my ticket or reimburse my money. I am currently staying in a Men's Homeless Shelter because I have no way of paying for another ticket or food or anything whatsoever. How can a company get away with such blatant neglect to work with their customers? Please help me get home?!?

  Business response

  10/31/2024

  Thank you for contacting us regarding your concern. We are here to assist you in resolving the issue, and in order to do so effectively, we kindly request for additional information from you. Please provide us with the following details:
  
  Order ID:
  
  Passenger's name:
  
  Departure location and destination:
  
  Travel date:
  
  Email address and phone number:
  
  Your prompt response in providing the above information would be highly appreciated. We value your business and look forward to providing you with the best possible resolution.
  

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****************** located on *************. The security is horrible. He yells at the customers to move and get out the way but most of the travelers dont speak English. He is very rude, tapping people with his walkie talkie asking them if they understand. His tone is rude. He needs better communication skills, respect for Greyhound customers. Telling people to get out. The lady greyhound worker is just has bad. No people skills whatsoever

  Business response

  10/31/2024

  Thank you for taking time out of your busy schedule to share your thoughts.
  
  We want to express our deepest apologies for the unacceptable behavior you experienced with one of our employees. We can assure you that this is not in line with the standards we uphold for our customer **********************. We are taking this matter very seriously and we want to let you know that we are escalating this for appropriate action.
  
  Please be assured that we have documented everything that has happened and we are taking steps to ensure that this does not happen again in the future. We value your feedback and appreciate you bringing this to our attention.
  
  We hope you will not let this incident deter you from using our services and will give us another opportunity soon to prove we can be the most reliable and economical form of transportation to meet your needs.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩