Complaints

This profile includes complaints for Greyhound Lines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Greyhound Lines, Inc.

  PO Box 660362 Dallas, TX 75266

• 

  Greyhound Lines, Inc.

  205 S. Lamar St. Dallas, TX 75202

• 

  Greyhound Lines, Inc.

  604 SE 2nd St Seminole, TX 79360-5104

• 

  Greyhound Lines, Inc.

  20 Commercial St Rockport, ME 04856

• 

  Greyhound Lines, Inc.

  2 Franklin St Framingham, MA 01702

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 5 2023. Booking number ********** ********** ** transportation center bus #US0670 was suppose to be there at 930 arrived at **** pm and went down the wrong way on one way street then turned around and went the wrong way down another wrong way street! I then got off bus in fear for my safety so I expect my refund do to your service was unacceptable also drivers should be vetted!

  Business Response

  Date: 07/25/2023

  Thank you very much for taking the time to share your feedback and concerns regarding your recent Greyhound experience. Customer feedback is important to us, as it allows us to constantly evaluate our product, service and operations and make necessary changes. It was unfortunate to read that your recent experience fell so far short of your expectations.
  
  We truly understand your circumstances, however in accordance with our Terms & Conditions, no refund is possible. Unless one of the two cases below apply:
  
  1. Cancellation on our side.
  2. Delay of more than two hours and the passenger does not take the trip.
  
  There were no cancellations nor delay of more than two hours on the said trip. With that being said, we regret that we cannot meet your request in this case. However, we look forward to an opportunity to restore your trust in our services on a future Greyhound journey.

  Once again, we apologize for the inconvenience.
  
  
  

  
  

  Business Response

  Date: 07/31/2023

  Thank you very much for taking the time to share your feedback and concerns regarding your recent Greyhound experience. Customer feedback is important to us, as it allows us to constantly evaluate our product, service and operations and make necessary changes. It was unfortunate to read that your recent experience fell so far short of your expectations.
  
  We truly understand your circumstances, however in accordance with our Terms & Conditions, no refund is possible. Unless one of the two cases below apply:
  
  1. Cancellation on our side.
  2. Delay of more than two hours and the passenger does not take the trip.
  
  There were no cancellations nor delay of more than two hours on the said trip. With that being said, we regret that we cannot meet your request in this case. However, we look forward to an opportunity to restore your trust in our services on a future Greyhound journey.

  Once again, we apologize for the inconvenience.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to be taking a series of buses from ******, ******** to *********, ** in a matter of around 30 hours. On the way to the bus stop we checked the Greyhound website to ensure everything would be going as planned. When we had checked it had shown that our Bus from ************* to *********** was delayed. It was supposed to get to the *** station at 12:35pm and arrive to *********** at 7:25pm approximately 20 minutes before the *********** to ********** bus would depart the ******************* at 7:45pm. We were a little concerned of how short the transfer time is so my mother (the one who purchased our tickets) decided to call the Greyhound help line asking them if it would still be alright to send us. Mostly trying to make sure we wouldn't get stranded in ***********. The man on the phone had reassured her that we would make it in time for our next bus and to go ahead and send us on our way. So, my mother sent us off on **************** to ************* bus. When we had arrived at the ****** station, we were trying to board the bus and a man was screaming at me like I was a worker. Yelling at me because someone was in his seat and was trying to get me to do something about it. I simply ignored him while the bus driver did nothing to help. We had departed **************** stop at 9:37 am and got to *** Greyhound Station at 11:16 am. I am 18 years old and was traveling with my 16-year-old brother. We were supposed to only be waiting at the *** Greyhound Station for 1 hour and a half. We waited for approximately 3 hours for the bus. When I had gone into the *** greyhound station to ask them for help they kept sending me off to call the customer *********************************************. Every time I called customer **********************, they kept trying to get me a different bus in the middle of the night, but I just wanted a refund. I only have so many characters but long story short, we were unable to get a hold of a supervisor or a refund. After numerous phone calls, and emails.

  Business Response

  Date: 07/13/2023

  We are sorry to hear that your recent journey with us was disrupted due to a delay. We understand that this can be frustrating and disruptive to your travel plans, and we apologize for any inconvenience caused.
  
  Regarding your refund request, we would like to offer you a voucher in the amount of $299.28 that you can use for your future travel with us . The voucher is valid for 3 months from the date of issuance and transferable. Please note that the voucher will expire after one-time redemption. If you agree with this resolution, please do not hesitate to contact us back with your response so we can continue with the process.
  
  We hope that this voucher will help to alleviate some of the inconvenience caused by the delay. Thank you for choosing our service, and we hope to have the opportunity to serve you again in the future.

  Business Response

  Date: 07/14/2023

  We are sorry to hear that your recent journey with us was disrupted due to a delay. We understand that this can be frustrating and disruptive to your travel plans, and we apologize for any inconvenience caused.
  
  Regarding your refund request, we would like to offer you a voucher in the amount of $299.28 that you can use for your future travel with us . The voucher is valid for 3 months from the date of issuance and transferable. Please note that the voucher will expire after one-time redemption. If you agree with this resolution, please do not hesitate to contact us back with your response so we can continue with the process.
  
  We hope that this voucher will help to alleviate some of the inconvenience caused by the delay. Thank you for choosing our service, and we hope to have the opportunity to serve you again in the future.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  well my friend is stuck in ************** right now he has been there since Monday and all because the bus driver did not communicate when he was leaving he was suppose to have a lay over for an hour and a half he went to get food and came back and the bus was gone not only did he have his wallet on the bus all his id, credit cards, bank card, and his luggage and all he needs to do is get to ************ but we can't help him right now due to financial issue, I. called greyhound and explain his situation and they told me due to a policy I get policy I do but that is very dangerous for an unstable person like him just wondering if there anything anybody can do

  Business Response

  Date: 07/18/2023

  Thank you for reaching our office. We strive to provide you with the best possible service, and when we feel that it fails to meet your expectations, it is important for us to know.
  
  In order for us to assist you effectively, we require additional information such as.
  
  Order ID number:
  Passengers Name:
  Brief explanation of your concerns:

  We hope you will not let this incident deter you from using our services, and will give us another opportunity, in the near future, to prove we can be the most reliable and economical form of transportation to meet your needs.BAGG
  
  
  

  Business Response

  Date: 07/20/2023

  Thank you for reaching our office. We strive to provide you with the best possible service, and when we feel that it fails to meet your expectations, it is important for us to know.
  
  In order for us to assist you effectively, we require additional information such as.
  
  Order ID number:
  Passengers Name:
  Brief explanation of your concerns:
  
  We hope you will not let this incident deter you from using our services, and will give us another opportunity, in the near future, to prove we can be the most reliable and economical form of transportation to meet your needs.BAGG

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We traveled Greyhound bus from ***, ******* to TUC, ******* our Booking number was **********, our ticket was $241.72 (I road for free as companion to my husband) my husband is disabled and I am his health care companion, I tried booking online the two tickets it would not allow for me to purchase as a disabled person traveling I called to complain and was told there was nothing that could be done if we wanted to sit together we needed to pay $43.00 extra to reserve the seats. I pointed out that the American Disabilities Act protects my husband from this type of discrimination. The rep would not allow me to speak with a supervisor nor help me further, I found the ADA ********** line, called and was told we pay for my husband and one reserved ticket seat and as a companion I ride for free and sit beside him. This was not the case on the bus we had to fight with each driver to sit together, we had drivers that could barely drive and stay on the road, the bus leaked water on us the first part of our itinerary, people were smoking vaping and drinking alcohol on the bus, there were people doing meth or some type of illegal drug at the terminals, constantly coming over asking for spare change. The driver even yelled at me for using the bathroom on the bus while we were at a stop with restrooms available. I have severe allergies and cannot be around cooking meat and could not leave the bus, trying to not expose herself to the life threatening allergy, they make curtousey stops (so the driver can get off and smoke) this caused us to almost miss our connecting bus. (The driver called ahead and asked them to wait 5 minutes.) We drove through a horrible rain/hail storm. the driver didn't slow down, he kept the 70 mph speed, semi and other vehicles pulled off the road it was so bad. passengers were so scared they began yelling slow down. Every person that works for greyhound is so rude you are afraid to ask questions. How can this business still be able to operate?

  Business Response

  Date: 07/21/2023

  We appreciate you taking the time to notify us regarding your recent travel experience.
  
  We are never satisfied when a customer ************************* a complaint or displeasure in our service. At Greyhound Lines, Inc., we strive to achieve a high standard of customer satisfaction, and we rely on customers like you to make us aware of those areas that need our attention. On behalf of Greyhound Lines, Inc., please accept our apology.
  
  Once again, we apologize that we failed to provide the level of service you expected and deserved.  We hope you will not let this incident deter you from using our services and will give us another opportunity to prove that we can be the most reliable and economical form of transportation to meet your needs.

  Customer Answer

  Date: 07/21/2023

  I am rejecting this response because:   it is ridiculous to think a disabled traveler should be treated in such a manner. Greyhound should be held accountable for their discrimination against disabled travelers. We chose to travel with them, the least that they can do is show loyalty on their party and treat people better.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to report both the poor customer ********************** and physical assault.On May 20, 2023 I had scheduled travel from ***************** to *************. traveling due to the death of a close family friend. I believed I purchased a ticket for 11:00pm. Once at the bus depot on May 21, 2023 at 10:30 pm I asked the desk rep where I should go for the bus to ***. He directed me to the flixibus. I showed the QRcode to the driver, a petit asian man. he scanned it. He then just repeatedly stated no, became visibly agitated, raised his voice and waived his hands at me motioning for me to go away. there was a language barrier. I went back inside. I showed the same desk employee my ticket and explained what just occurred. He then told me ya bus gone. I explained that I selected the ticket option for 11:00 pm during my purchase. He shrugged his shoulders and said, cant help you, ya bus gone. I asked him does he work for greyhound or flexibus and he stated, I don't know who I work for. He told me, that's between you and the driver, if he lets you on then you can go." I went back outside to speak to the driver. The driver began to scream no, unprompted, and pushed my body with his hands causing me to stumble backward. Feeling unsafe and under threat, I left the loading area and went back inside to the front desk. I asked the desk agent if he could assist. He put up two fingers to form a peace sign. After I asked for a number he wrote it on a torn piece of paper and , tossed it on the counter and walked away. I immediately called the number he provided. The telephone agent explained he could schedule me for a 5:25 am bus to depart on May 22, 2023 if I paid a fee. I agreed and paid a change ticket fee of 20$ The payment was processed however he told me his system was down and he was having issues with his computer so he could not generate a confirmation code. He told me to call back or, request a refund from my bank and credit card.

  Business Response

  Date: 07/21/2023

  We appreciate you taking the time to notify us regarding your recent travel experience. We are never satisfied when a customer ************************* a complaint or displeasure in our service. At Greyhound Lines, Inc., we strive to achieve a high standard of customer satisfaction, and we rely on customers like you to make us aware of those areas that need our attention. On behalf of Greyhound Lines, Inc., please accept our apology.
  
  We can assure you the circumstances you have reported are being taken seriously, and will be addressed.
  
  In the interest of customer gesture, we would like to offer you an Electronic Travel Voucher in the amount $103.98. This voucher will be valid for 3 months from the date of issuance and 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 confirm to us so that we can continue the process.
  
  Once again, we apologize that we failed to provide the level of service you expected and deserved.  We hope you will not let this incident deter you from using our services and will give us another opportunity to prove that we can be the most reliable and economical form of transportation to meet your needs.

  Customer Answer

  Date: 07/26/2023

  While I appreciate the apology and response acknowledging the poor service and wrong doing of your employees, I am rejecting your response and offer to provide me with a full refund in the form of a travel voucher based on the following: I have no intention or desire to utilize greyhounds services again in the near or far future due to my experience. What I endured   was traumatizing for many reasons including being blatantly ignored by customer ********************** staff at your counter after I was left stranded and  physically assaulted by a Greyhound affiliated bus driver. Under the circumstances a full refund in the original form of payment, or the equivalent, (check or prepaid card) is not only warranted but the least your company can oblige after what I had to experience.Thus, Im respectfully requesting that a full refund of $103.98, as youve already offered, be issued to me in the form(s) requested.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 round trip ticket from **********, ** to ********, **. The bus was scheduled to leave at 11:50pm on Sunday, 6/4. On 6/4 at 11:55pm I was informed our bus didn't have a driver and out ticket was canceled. The price for the outgoing portion of the tickets were $167.98. I booked another ticket that left at 4:50am on 6/5. The price for those 2 tickets were $239.97. When I contacted customer ********************** I was refunded $167.98. I feel I should be refunded $239.97 since it was Greyhounds fault I could not use my cheaper ticket. I am also out a hotel and missed using tickets in *** due to their staffing issue. I am looking for an additional refund to account for their mistakes.

  Business Response

  Date: 07/21/2023

  Thank you for contacting our office with your concerns. We apologize for the delay in responding to your request.
  
  Please be advised that Greyhound Lines Inc. is not liable for additional expenses.
  
  We apologize our response could not be more favorable.  We hope you will not let this incident deter you from using our services, and trust you will give us another opportunity to prove we can be the most reliable and economical form of transportation to meet your needs.

  Customer Answer

  Date: 07/21/2023

  I am rejecting this response because: I understand that things happen when it comes to travel. However, I should not be charged more for the same trip because the carrier had a delay. I would still like to be refunded the difference of the purchase price for the new tickets compared to my original ticket.

  I also think the total and complete lack of communication on yor end was unacceptable. I was never notified of the canceled bus and through conversations with other passengers, they were not either. 

  The outcome of this situation will determine if I choose to use Grayhound in the future.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1, 2023 (**********) I purchased a Greyhound ticket to NY ************** from what is supposed to be their ********** bus stop-- please note that this stop is not even located in **********, **, they are simply dropping folks off in a huge empty parking located in a town different that indicated on their travel itinerary without ever explicitly letting customers know they are not being dropped off in **********. When I called Greyhound customer **********************, they were unable to explain why the ********** stop is not in ********* and why they are misleading customers to believe so. It is unsafe and not ok. After finally locating the deserted drop-off/pickup area the bus was massively delayed because the bus before it was canceled last minute (Please note, I also purchased a ticket on May 30 (**********) where the exact same thing happened with the bus before being canceled and causing massive confusion for the following arrival). In Greyhound's eyes, waiting for a bus that is an hour late is not considered a problem, so they refused to refund my ticket. Between the unsafe, misleading unclear drop off area, the rude Greyhound staff yelling at confused customers just trying to understand what to do, and the delays all I wanted was $20/tax back for the bus that I ended up not even being able to catch on June 1. I received an email about the delay while I was already stranded in the middle of the "****************" bus station alone and I was forced to call a cab and seek other faster reliable transportation resulting in even more personal funds being spent.

  Business Response

  Date: 07/19/2023

  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 would like to offer you an Electronic Travel Voucher in the amount of $24.98. 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.shop.greyhound.com.
  
  If this voucher will suffice, please contact us e-mail at ********************************************************** and refer the following case number ******** to confirm in order to continue the process.
  
  Once again, we apologize for the inconvenience.

  Customer Answer

  Date: 07/19/2023

  I am rejecting this response because:   

  A voucher is useless to me because I will not be using Greyhound again.

  Business Response

  Date: 07/25/2023

  Thank you for taking the time to contact our office. 
  
  It is the goal of Greyhound Lines Inc., to transport passengers in the most effective and comfortable manner possible. Unfortunately, there are many factors that can lead to unforeseen changes and delays. Although we make every effort to meet the arrival and departure times printed in our schedules we cannot guarantee these times.
  
  We have received your request for refund.   We are unable to honor your request, the most we can do  is provide you with the travel voucher previously offered. If this Voucher will suffice, please let us know.
  
  We certainly understand your frustrations, unfortunately we are not always able to provide a resolution the customer would like. We wish we could have been more positive with our response

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attention: Greyhound Also, on our trip back home we had a horrible experience on your Greyhound due to another one of your drivers.Bus: AR87021 Driver: ******************************* Your bus driver ******************************* totally humiliated myself and my mother by escorting us off the bus due to some man claiming we were in his seat. We were interrogated for no reason for well over half an hour. He accused us of lying, he said "Stop trying to run my bus!" "You don't own stock in Greyhound!" He stated that he believed what the guy said over what we said, and threatened to kick us off the bus.Meanwhile, my mother and I explained that we would never purposely take someone else's seat and that we have no interest in taking over a bus or owning stock in Greyhound, we just want to get home safely in the seats we purchased. He continued, "That's not what I asked you!" "You're trying to manipulate this situation!" "My question was, did you refuse to give up your seat?!" He went on and on question after question, we felt like we were in a deposition. After all this confusion, he came to realize that our tickets were correct and our seats were correct.Greyhound this was totally unnecessary and unprofessional. This entire round trip was miserable and caused my mother and myself great anxiety and stress on top of being exhausted from the long trip. We spent $300.00 on this trip, and we deserve and demand a full refund! Totally disappointed,************************* &Yvonne ******** 6/5/2023

  Business Response

  Date: 06/20/2023

  Thank you for expressing your concerns about the discourteous treatment you experienced with one of our drivers. On behalf of Greyhound Lines, Inc., please accept our apology.
  
  Greyhound values its customers, and wants to make sure they have a pleasant trip.  Our employees are trained professionals, who should behave in a competent and courteous manner at all times. Rest assured that we take this information seriously and that Greyhound will take all appropriate action if necessary. Reprimands range from additional training, to suspension, to termination. However, as you can understand, the contents of an employee's personnel file, as well as any form of reprimand given, are confidential, and cannot be disclosed to any person outside of our organization.
  
  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.
  
  As a gesture of our commitment to you, our valued customer, we issued a credit in the amount of $65.32 (unused portons) processed back to the purchasing account. Please allow us 7 to 14 business days to be reflected.
  
  Once again, we apologize that we failed to provide the level of service you expected and deserved.

• Initial Complaint

  Date:06/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled for a Greyhound bus on Wed May 24th at 4:50 AM in ********** because I had 2 important meetings (one at 2 pm and one at 4 pm) and I had a flight at *********** that evening. Greyhound canceled my trip and then had me to reschedule as I had no other way to get to *** by that time. I managed to reschedule my second meeting for 5:15 pm. New bus was supposed to depart at 6 AM and get there at 430 pm. However, Greyhound sent me another cancellation. the new bus was 1.5 hours late picking us up. We got to *** at 5:45 pm. Big difference from noon! I missed both meetings. I lost out on money and I was seconds away from missing my flight to Africa! After Coming back from Africa, I was scheduled for another greyhound 2 hours after my flight on June 1st at 11:30 pm in the *** station. I was informed by email that there would be a 45 min delay. The worker at the station said the driver fell asleep and didn't wake up on time. When the driver finally arrived very late, he appeared to be acting lethargic. Soon around **** AM he started swerving in and out of lanes. He ran off the road a total of 5 times. He almost ran into 3 different big rig trucks and he almost ran 2 cars off the road because he kept falling asleep at the wheel. I was sitting in the second row so I could see him perfectly. I took a video and have a pic. We were supposed to arrive in ********** at 7:15... Instead, we arrived at 10:45 AM! I was extremely late for work. I sat for 10 hours and because of that my feet were severely swollen and in unbearable pain. For this company to think it is okay that schedules are not met where people are missing important deadlines or that it's okay for a driver to fall asleep and put our lives at complete risk and have no accountability or liability is absurd. I want a refund for my tickets... At least one of them. I suffered from the last trip severely. My feet and legs were in so much pain for days. Greyhound should do the right thing and provide a refund.

  Business Response

  Date: 06/16/2023

  Thank you for taking time out of your busy schedule to share your thoughts.
  
  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.
  
  Regarding your concern, we regret to inform you that we are unable to provide the resolution you are seeking, we apologize but we are unable to continue the process since after further validation we have verified that the ticket was still used despite what happened. The Service was still provided and the trip was completed, we understand that this may not be the outcome you were hoping for. We apologize that we cannot fulfill your request.
  
  Please be advised that we have properly documented your concern and are taking the necessary steps to address the issue. We value your patience and understanding in this matter and hope to have the opportunity to serve you better in the future.

  Customer Answer

  Date: 06/16/2023

  I am rejecting this response because: I am not only complaining about the delays and cancellations but the fact that your driver put my life at risk multiple times. I put in a complaint during the time that I was on the bus because he ran off the road several times. It is obvious you do not care about your customers and only about money! It does not matter to you that you have employed drivers that are incompetent and put passengers lives in jeopardy. It should not matter to you that the trip was barely completed. It was done so with no concern for others well being or safety and because of the length of time I had to sit, my legs and feet swelled up like balloons. How can you not want to rectify the matter by refunding me 72 lousy dollars?!?! You are also willing to lose multiple customers over giving a deserved refund? I didn't sign up to have my safety at risk. I just wanted to get home and instead I got off the bus in pain and swollen because of YOUR driver!! Do the right thing! 

  Business Response

  Date: 06/20/2023

  Thank you for expressing your concerns about the discourteous treatment you experienced with one of our drivers. On behalf of Greyhound Lines, Inc., please accept our apology.
  
  Greyhound values its customers, and wants to make sure they have a pleasant trip.  Our employees are trained professionals, who should behave in a competent and courteous manner at all times. Rest assured that we take this information seriously and that Greyhound will take all appropriate action if necessary. Reprimands range from additional training, to suspension, to termination. However, as you can understand, the contents of an employee's personnel file, as well as any form of reprimand given, are confidential, and cannot be disclosed to any person outside of our organization.
  
  Once again, we apologize that we failed to provide the level of service you expected and deserved.

  Business Response

  Date: 06/20/2023

  
  Thank you for expressing your concerns about the discourteous treatment you experienced with one of our drivers. On behalf of Greyhound Lines, Inc., please accept our apology.
  
  Greyhound values its customers, and wants to make sure they have a pleasant trip.  Our employees are trained professionals, who should behave in a competent and courteous manner at all times. Rest assured that we take this information seriously and that Greyhound will take all appropriate action if necessary. Reprimands range from additional training, to suspension, to termination. However, as you can understand, the contents of an employee's personnel file, as well as any form of reprimand given, are confidential, and cannot be disclosed to any person outside of our organization.
  
  Once again, we apologize that we failed to provide the level of service you expected and deserved.

  Customer Answer

  Date: 06/20/2023

  I am rejecting this response because:   This response is not fully addressing my complaint or request. You are speaking around what I am saying instead of addressing it point blank. You should be working to keep a customer instead your attitude is that you can care less. I am not asking for much but the principle of this... a refund for one of my one way trips which is fair. If not, I have no problem publishing this to the media so people can see how you have no concern for your customers' safety. You care about holding on to $72 more. 

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I caught the bus in October 2022 from *******, ** to ***********, **. While on this trip my luggage was lost. There was no way for the items to be retrieved because it fell out while the bus was moving. I have yet to hear anything about my luggage. I am very upset.i had some expensive items in my luggage.

  Business Response

  Date: 06/16/2023

  Thank you for taking time out of your busy schedule to share your thoughts.
  
  Regarding your baggage Greyhound expressly disclaims liability for any lost, pilferage or damaged baggage. However, to report a lost and found items please visit our website at www.greyhound.com and go to help, click on contact-us, under customer care there you may select the Lost & Found or Damaged Items option and fill out the form. Our baggage department will further assist you with your concern. 
  
  We hope you will not let this incident deter you from using our services, and will give us another opportunity, in the near future, to prove we can be the most reliable and economical form of transportation to meet your needs.