ComplaintsforGreyhound Lines, Inc.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tickets for my daughter and grandson but my daughter has anxiety so she could not go. I cancelled the trip and I do not travel and would like my money back.

  Business response

  05/08/2024

  Thank you for contacting our office and we sincerely apologize for the delay in responding to your request. 
   
  We have received your request for a refund on your ticket. Greyhound tickets are non-refundable. However, after further validation, we found an Electronic Travel Voucher with the promo code  REBK3DE88KE7  in the amount of $337.88.This voucher will be valid for one year from the date of issuance and can be redeemed at any time before expiration.You can purchase tickets over the phone at ************** or visit our site www.greyhound.com. This voucher is non-refundable.
  
  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. 

  Customer response

  05/08/2024

  I am rejecting this response because:  I will not be traveling with Greyhound  because I physically cannot do it. I want my money returned, please

  Business response

  05/21/2024

  Thank you for taking the time to contact us.
  
  Base on our records, we can see that you've cancelled your trip under booking number **********. Please be advised that tickets are non-refundable and once you cancel your trip, a voucher will be generated automatically and there will be a cancellation fee applied depending on the number of days remaining prior to the scheduled departure date and you can used it to book for your next travel. The generated voucher is REBK3DE88KE7 in the amount of $337.88 with one year validity.
  
  Regarding your concern, we apologize that we are unable to process your request. Please be advised that a voucher is the maximum resolution since you purchased a non-refundable ticket.
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We are reaching out in regards to a bus fare refund and compensation for additional costs due to unsafe bus driver behavior. On Friday, April 12th, we (2 passengers) traveled on a bus leaving from *****/*********** in *********, ** (Route N2605, booking number ************). Throughout the trip, the driver appeared to be fatigued and agitated, was muttering under his breath, and frequently rubbed his head and eyes as if he was trying to stay awake. At one point, the bus driver leaned over, causing him to swerve almost entirely into the next lane. After witnessing this behavior, we exited the bus at ************ in ******, ** around 1am on April 13th. As we exited the vehicle, we saw the driver stumble down the stairs of the bus on his way to load on the next passengers luggage. We did not feel safe continuing our trip with this driver. Because this occurred in the middle of the night, the only option to return to ******, MA was to purchase ****** tickets for a total of $284. Because we were unable to complete our trip home due to safety concerns, we are requesting a refund of the cost of our Greyhound trip home ($147.96) and the cost of our ****** train ($284). We would appreciate a prompt response to this request and can provide any additional information needed.

  Business response

  05/03/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of your travel plans and apologize that this happened.
  
  As a one time courtesy of our commitment to you, our valued customer, we would like to offer you an Electronic Travel Voucher in the amount of $60.00. This voucher is valid for three months from the date of issuance, it can be redeemed at any time before expiration and expires after one-time redemption. You can purchase tickets over the phone at ************** or visit our site www.greyhound.com.
  
  If this Voucher will suffice, please contact us via e-mail at ********************************************************** and refer to the following case number ******** in order to complete the process.
  
  Once again, we apologize for the inconvenience.
  

  Customer response

  05/03/2024

  I have reviewed the business response and accept this resolution. However, I would strongly advise that Greyhound put a better process in place for addressing travel disturbances and safety issues. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am seeking a refund for a bus ticket. The route I booked was canceled without notice, but despite this, I am being refused a refund.On April 3, 2024, I booked a Greyhound bus ticket (operated by Flixbus) for April 13, 2024 from **************** (*****************) to ********************. The bus was scheduled to depart ******** at 6:15 PM and arrive in ****** at 10:40 PM. I paid US$42.99 for this ticket. The bus was Route 2610. Booking number is **********.I received no notice whatsoever that there was any change to the itinerary that I booked, so as far as I was concerned, the bus would be on schedule at the time I had booked it (departing at 6:15 PM). I arrived at the *************** at 5:55 PM (as Greyhound advised me to arrive at least 15 mins early), and after waiting a few minutes, I found that the bus was still not there. I asked station staff (at *************************) whether the bus would still come, and station staff informed me that the 6:15 PM bus was CANCELED and would not be replaced / we would not be rebooked. There were 3 other passengers on the 6:15 PM bus who were also confused at the absence of the bus, and station staff told them that same information as well (that the bus had been canceled altogether). As a result of this, the other three passengers and I were all forced to book a ticket on the 7:00 PM bus so we could still return to ****** that night.Following this incident, I filed a request with Greyhound, who told me that my ticket was nonrefundable and I would not be receiving a refund. However, the bus was canceled altogether and I was never able to board the bus, along with 3 other passengers in the same situation! I later checked the Flixbus website to track the bus route, and saw that the departure time had changed to 5:45 PM (I was never notified of this), yet even more bizarre, the bus did not have a functioning live location tracker, suggesting that yes, the scheduled bus route never happened that night.

  Business response

  05/06/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  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. Please be advised that the ticket is non-refundable, which there is no refund value.
  
  As a gesture of our commitment to you, our valued customer, we issued a refund in the amount of $42.99 processed back to the purchasing account. Please allow us 7 to 14 business days in order to be reflected
  
  Once again, we apologize for the inconvenience.

  Customer response

  05/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bus ticket to ********* for $162 for 4/14/2024 the time was for a 3:45 departure to get to ********* 12:45 am. I was in ********** for a death and had to be to work the following morning at 4:00am , the bus not only arrived an hour and some late , It was broken down till 1am. on their website and a customer ********************** representative told me because the delay was on their end and It was over 120 minutes i could fill the form out to get a refund . On the website It reiterates the information about the delay on their end , they email me back saying all they can give me is $40.99 check they initially offered me as a voucher , they have no phone number , the same email i keep getting tells me all they can do is send me $40.99 i had to leave the station and catch a flight at the airport an hour away so i would like to know if someone can help

  Business response

  05/07/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  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. Please be advised that the ticket is non-refundable, which there is no refund value.
  
  After carefully evaluating your case. Our records indicate that the ticket was partially used due to a delay on this travel. As a gesture of our commitment to you, our valued customer, we would like to issue a check in the amount of $40.99 (portion not used). Please contact us via e-mail at ********************************************************** and refer to the following case number ******** in order to complete the process.
  
  Once again, we apologize for the inconvenience this may cause you.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 7, 2024, my sister and I arrived 40 minutes early at the only bus stop that was communicated to us through emails AND the app. When the bus never came, we contacted them first through the app, and then by calling the customer ********************** line, and were told that the bus had already left. The agent on the phone assured us we would be able to get a full refund because they had given us a stop that had been decommissioned, but when we followed the process to request a refund, we were denied. We responded with screenshots and receipts that proved that they had told us the incorrect stop, as well as proof via ****** maps that we had been standing in the correct spot to catch the bus. All we received in response was a form letter saying they would "take it into consideration" and we haven't heard from them since.Not only have we lost $301.89 on the tickets, I lost $100 on cancellation fees for a hotel room and my vacation was ruined. I won't have another chance to travel until past when the vouchers they offered in compensation would expire. This is why I would like a full refund instead of any vouchers, since it appears that any vouchers that could be offered would expire.

  Business response

  05/07/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of your travel plans and apologize that this happened.
  
  As a gesture of our commitment to you, our valued customer, we need your permanent mailing address to send a check in the amount of $301.89. This check will arrive in approximately between 14 to 21 business days from the date that it will be mailed.
  
  If this refund will suffice, please contact us via e-mail at ********************************************************** and refer to the following case number ******** in order to complete the process.
  
  Once again, we apologize for the inconvenience.

  Customer response

  05/07/2024

  I have reviewed the business response and accept this resolution. Thank you so much for making it right! We really appreciate it.

  Customer response

  05/07/2024

  Please pass along to Greyhound:

  Physical address: ***********************************************

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a one way bus ticket from ****** ma for 7:45 pm April 13 2024 to ******** **** to arrive at 2:45 pm next day my ride got lost in ****** couldn't find the greyhound bus station asked people they gave him wrong directions my husband called to cancel the ticket he called at 7:00 pm Saturday night they told him it has to be an hour before they leave to get the money back I looked it up it said 15 minutes before you leave you get get your money back I'm stuck in *************

  Business response

  05/06/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of your travel plans and apologize that this happened.
  
  As a gesture of our commitment to you, our valued customer, we would like to offer you an Electronic Travel Voucher in the amount of $135.47. This voucher is valid for three months from the date of issuance, it can be redeemed at any time before expiration and expires after one-time redemption. You can purchase tickets over the phone at ************** or visit our site www.greyhound.com.
  
  If this Voucher will suffice, please contact us via e-mail at ********************************************************** and refer to the following case number ******** in order to complete the process.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of first booking: March 30th 2024 Booking number: ********** Start point: **********************: ********* **** Was supposed to leave the ***************** at 8:30 am, did not leave until about 11:15 am. Upon reaching the ********** stop we no longer had a driver further delaying our trip even further. We did not reach ********* until after 9:00 pm when we were supposed to reach the station at 4:40 pm The second trip:Booked on April 8th, 2024 Booking number: ********** Travel date Saturday April 13th, 2024 Starting from ********* *****Arrive at ******************Was supposed to leave at 12:15 am from *****************. Did not leave ***************** until about 9:30 pm The ***************** was also in such a state of disrepair that building should be condemned.

  Business response

  05/06/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  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. Please be advised that the ticket is non-refundable, which there is no refund value.
  
  After carefully evaluating your case, our records indicate that the both tickets were used, which means that the service was provided despite the dellays on both trips. Therefore, were are not able to honor your refund request.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a round trip ticket on 4/12/24 for a total of $112.97 for my son. Booking # **********. My son had an unexpected emergency arise and called Greyhound multiple times shortly after the ticket was purchased to adjust the travel date to next weekend. Each time he called he was on hold for extended periods of time and the call would eventually disconnect. I also attempted to call multiple times while he was in class and had the same experience. When he finally got through to the greyhound customer ********************** line ************ and spoke to someone he requested for a travel date adjustment to next Friday, 4/19/24. While on hold waiting for the confirmation update from the greyhound rep the call dropped. While my son tried to call back we received an email stating the tickets were cancelled and 2 vouchers were attached (one for the departure ticket and one for the return ticket), totaling $39, which was $74 short of what we paid for the roundtrip ticket earlier that day.When I called to follow up with Greyhound I received a very generic reply stating that there was nothing that could be done because the ticket was already cancelled and the vouchers already sent. I explained that we DID NOT cancel the ticket but had requested to change the travel dates and therefore we should not be penalized $74 because a rep submitted the request as a cancellation instead of a rescheduling. According to their website, the Cancellation Policy states, Change of plans? No problem! With Greyhound, you can cancel your ticket up to 15 minutes before departure and get a full or partial refund in the form of a voucher. We purchased the ticket on 4/12/24 and called soon after the purchase multiple times on the same day to get the travel dates corrected. We believe we qualify for a full refund in accordance to their cancellation policy. We want our complaint to be revisited and the vouchers to be amended to reflect the correct amount for the rescheduled travel dates request.

  Business response

  05/07/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  After carefully evaluating your case and as a one time courtesy, we would like to offer you an Electronic Travel Voucher in the amount of $93.98. This voucher is valid for three months from the date of issuance, it can be redeemed at any time before expiration and expires after one-time redemption. You can purchase tickets over the phone at ************** or visit our site www.greyhound.com.
  
  If this Voucher will suffice, please contact us via e-mail at ********************************************************** and refer to the following case number ******** in order to complete the process.
  
  Once again, we apologize for the inconvenience.

  Customer response

  05/17/2024

  Hello,
  
  I have not received a reply my previous email. Your notice stated that I needed to reply via email to confirm I accept the one time courtesy voucher of $93.98. 
  
  Please reply to acknowledge receipt of my email and provide the voucher number. Thanks in advance. 
  
  Regards,
  
  Haydee 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 8, 2024 I bought return trip bus tickets from ************ to *******, with a transfer in ***********. My transfer bus was scheduled to leave *********** at 11:25pm for *******. I arrived in *********** at approximately ~11:00pm, with enough time to catch my transfer. But when I checked the tracking app from Greyhound, it said that my bus had left *********** at 10:25, one hour earlier than my ticket said. I talked to a Greyhound bus driver who confirmed that the bus had left and didnt understand why my ticket said 11:25pm, when the bus left at 10:25pm. I then called Greyhound and explained the situation to the representative. She said that she was unable to issue me a refund or switch my ticket to the next bus but that I could purchase a new ticket. I then bought a ticket on the last bus leaving that night for *******. Since the error was not mine and not the fault of weather or an act of God, and I should never have had to purchase an extra ticket, I requested to be refunded for the full cost of my extra ticket ($92.97) when I returned from the trip, via the Greyhound website. They denied my request at first. And then through a series of back and forths by email, they eventually offered to give me half the cost of the ticket in gift card format to be used only for Greyhound tickets. I did not accept this and pushed for a full cash refund. They eventually relented and offered half the money to be sent by check to me by mail. Since the error was in Greyhounds system and not something I did, I should receive a full refund on the extra ticket, since I had already purchased a ticket from LA to *******.

  Business response

  04/24/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of your travel plans and apologize that this happened.
  
  After carefully evaluating your case, our records indicate that a compensation in form of a check in the amount of $47.99 was issued already due to the inconvenience of the schedule change since that portion of the original ticket could not be used.

  Unfortunately, we are not able to honor your refund request of the booking number ********** because this ticket was used.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Thursday, April 4, 2024 I paid ****** for a one way ticket after missing my original bus. I felt that the price was inflated because they were price gouging,

  Business response

  04/24/2024

  Thank you for contacting our office.
  
  We have received your request for a refund. Please be advised that it is indicated on your ticket that passengers should arrive on time for boarding (usually 15 minutes prior to departure). Unfortunately, we are not able to honor your request since the ticket purchased is non-refundable, which means that there is no refund value.
  

  As a one time courtesy of our commitment to you, our valued customer, we would like to offer you an Electronic Travel Voucher in the amount of $44.99. This voucher is valid for three months from the date of issuance, it can be redeemed at any time before expiration and expires after one-time redemption. You can purchase tickets over the phone at ************** or visit our site www.shop.greyhound.com.
  
  If this Voucher will suffice, please contact us via e-mail at ********************************************************** and refer to the following case number ******** in order to complete the process.
  
  We look forward to serving your travel needs.

  Customer response

  04/29/2024

  I have reviewed the business response and accept this resolution. 

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