ComplaintsforGreyhound Lines, Inc.

Bus Lines

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Initial Complaint
08/23/2021
Complaint Type:
Product Issues
Status:
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.
I purchased a ticket for Greyhound to travel from *************, ** to *************, ** on August 21, 2021 at 10:00pm confirmation #********. Greyhound themselves canceled my trip due to weather. I wanted a refund because the purchase of the ticket was for me to be there on my daughters birthday and the next available day for them to travel was on her birthday so that wouldn't of worked. They sent me an email saying due to the ticket was a promotional ticket (WHICH IT WAS NOT A PROMOTIONAL OR DISCOUNTED TICKET), they can't refund me the ticket. I've called and was placed on hold for over an hour and nothing was accomplished. Upon purchasing the ticket, it did not say it was non refundable but their Customer ********************** Rep. explained towards the end of the transaction to be completed, it says it in gray small letter which I can not see at all. I explained the letters way too small about the non refund. I want my refund and will go to great lengths to get my refund. Thank you for your help
Business response
05/06/2024
We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
Customer response
05/08/2024
I am rejecting this response because: I want my refund back for the add ins that the driver REFUSE to acknowledge/accept. I have a medical condition and require to be seated towards the front.
Business response
06/12/2024
Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.

Regarding your concern, our records indicate that a refund in the amount of $66.99 was processed back to the Master Card ending with 5477 on August 331st 2021.

Once again, we apologize for the inconvenience this may cause you.
Customer response
06/13/2024
This wasnt for the complaint back I. 2021. This is the complaint for 2024 in January about the tickets I PAID FOR was for ASSIGNED SEATING because I have a medical condition that effects where I sit on buses and cars. I was denied my seat to someone else that was already sitting in the seats I paid for and your driver REFUSED to allow me to sit in the ASSIGNED SEATS I PAID FOR THAT COST EXTRA. I would like my money back for the seats I PAID FOR OR NEW SEATS on my next trip that I dont have to pay. Its been almost 6 months and its not resolved yet. Greyhound shouldnt offer preferred seating that a customer has to pay for and not only not get the seat but no refund.
Customer response
06/14/2024
I am rejecting this response because:

This wasnt for the complaint back I. 2021. This is the complaint for 2024 in January about the tickets I PAID FOR was for ASSIGNED SEATING because I have a medical condition that effects where I sit on buses and cars. I was denied my seat to someone else that was already sitting in the seats I paid for and your driver REFUSED to allow me to sit in the ASSIGNED SEATS I PAID FOR THAT COST EXTRA. I would like my money back for the seats I PAID FOR OR NEW SEATS on my next trip that I dont have to pay. Its been almost 6 months and its not resolved yet. Greyhound shouldnt offer preferred seating that a customer has to pay for and not only not get the seat but no refund.
Initial Complaint
08/22/2021
Complaint Type:
Product Issues
Status:
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.
I have a bus that left from Columbus, GA going to Fayetteville NC but my bus got delayed in Columbus, GA therefore I missed my connection in Atlanta, GA to catch my bus going to Fayetteville, NC. When I got to the Atlanta location to the ticket desk a guy name Rick was rude, disrespectful, and very unprofessional, saying things like I printed my tickets off wrong and why was my tickets wet and he thought what he was saying was sarcastic when it wasn't and the young lady that was working at the counter thought what he said was funny. I don't know what her name was but she was African American and wore glasses with long braids. These two customer care members are very immature and should not be working at customer care.They were playing and laughing on the job site.They act like they just don't care about their job.The driver that picked me up from Cols,GA to ATL had me and other passengers sitting in the rain he was late and rude. I would like a refund on 2nd trip. Fwd this to manager.
Business response
12/06/2021
Business Response /* (1000, 14, 2021/09/24) */ Hello, Thank you for contacting us with your concerns. Please provide the confirmation number you travelled on? We look forward to hearing from you. Consumer Response /* (3000, 16, 2021/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already sent you screenshots of the confirmation of my trip you are not paying attention. Here is the confirmation once again XXXXXXXX the second trip I did not take. I do not want to use credits for another trip because I will not be taking another Greyhound for as long as I live. The experience is terrible. I would like a refund for the second trip I did not take. Business Response /* (4000, 18, 2021/10/08) */ Thank you for expressing your concerns regarding the inconvenience you experienced while using our services. As a gesture of our commitment to you, our valued customer, we issued a credit in the amount of $90.42 that us the return portion for confirmation number XXXXXXXX processed back to the purchasing account today. Please allow 7 to 14 business days. Once again, we apologize for the inconvenience.
Initial Complaint
08/20/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Greyhound Lines sells tickets to passengers for pick up in *****, ***** but doesn't pick them up. Today, August 19th a scheduled 10:45 am bus never came. Passengers waited until approximately 1:30pm and still no bus. Several passengers called and Greyhound customer support told several riders that the bus would arrive in 30 minutes. An hour later no bus. One passenger had the same thing happen to them the day before. That passenger had to spend 2 nights in a hotel. The rest of us had to spend money for ubers. When I personally called Greyhound, the associate could not locate the bus and couldn't even answer my question if it was coming or not. This level of incompetence should not be permitted. They need to remove ***** as a destination or stop selling tickets until they can fix this situation.
Business response
05/06/2024
We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
Customer response
05/06/2024
I am rejecting this response because: You and Greyhound are a disgrace.
Business response
05/08/2024
Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.

After carefully evaluating your case. Unfortunately, we do not have information from a travel that happened in 2021 since our records are kept only for one year before the system restart.

Once again, we apologize for the inconvenience this may cause you.
Initial Complaint
08/20/2021
Complaint Type:
Product Issues
Status:
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.
I purchased a bus ticket for a family member on 8/11/2021 for my son to travel from ************ ** to *********** 1) The bus was to leave at 10:40 am, my son and a friend were at the site early (no bus arrived-canceled until 7:30 pm that night) When I spoke to customer ********************** I was advised the bus was canceled while another stated the bus came and left early(not true). The 7:30pm bus did not arrive which meant my son had to find a place to stay overnight as he had checked out of his hotel room. My sister there decided to purchase a new ticket and have my son driven to ********* in order to catch a bus. Now GH has my ****** plus ****** for the ticket from *********. He gets ejected from the bus in *********** VA, a nightmare. I am asking for my ****** back to my checking account and they are not doing so. Greyhound should treat small town citizens with dignity and respect!!! Please help me, thank you.
Business response
05/06/2024
We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
Initial Complaint
08/15/2021
Complaint Type:
Service or Repair Issues
Status:
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.
First time riding a Greyhound bus, it was very dirt and nasty, but I complied with all rule, in coding wear the stupid mask. The problem that upsets me the most is, I got off at my stop and the bus driver called me a smart *** for drinking my drink with no mask, then when I ask for a hand get my bag from under the bus, Casues the door wouldn't open, he perceived to tell me to **** off, I was not aloud to have my bag, I could fill a claim, then shut the the door in my face and drove off, and now they say they don't know were my bag is, and its not there reasonably
Business response
11/04/2021
Business Response /* (1000, 5, 2021/08/27) */ 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 are doing everything to try to locate your luggage; however, according to your Courtesy Tracer # XXXXXXXX we have not located your misplaced luggage. Once again, we apologize that we failed to provide the level of service you expected and deserved.
Initial Complaint
08/12/2021
Complaint Type:
Product Issues
Status:
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.
.From the beginning of the trip it was 30 mins late a sign of what was to come.The stop in Richmond Virginia was only supposed to be a 1.25 hour layover but ended up being 5 hours due to driver not showing up , then we were told to get up and get in line by one person and then another person yelling at every one to sit back down all. When the driver showed up and got food as if no one was waiting hours, so many people were outraged After driving for hours we stopped to stretch while standing in front the driver clear as day looking right at me hit the air horn now my ear is still ringing 10 days later the. Next stop the driver who saw me and another patron jumped in the bus and took off with no warning we had to chase and scream for the bus to stop I had brain surgery a year ago this is too stressful and insane Atlanta while a dump looked like heaven but the driver wasn't finished he questioned me while going back to check and stated I should l have looked better please help anyway!
Business response
11/16/2021
Business Response /* (1000, 14, 2021/09/13) */ Hello, Thank you for contacting us. Please provide your confirmation number so we may look into the issue. We look forward to hearing from you.
Initial Complaint
08/11/2021
Complaint Type:
Billing Issues
Status:
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.
Greyhound canceled my bus and then refused to give my money back. The bus canceling caused me to lose morn than 2500 dollar in pay. Now I'm at bus station again and my bus is going on 5 hours late.
Business response
05/06/2024
We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
Initial Complaint
08/11/2021
Complaint Type:
Product Issues
Status:
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.
07/29/21, 08/03/21 $311.96 What the business committed to provide you: Arrival to destination in a timely manner What the nature of the dispute is: On July 29, 2021, myself and my travel ***** boarded a Greyhound bus, headed to *********, **. The first incident occurred when we arrived to the *******, NC bus terminal. We were only supposed to have a 20 minute layover. That 20 minutes turned into a 5 hour layover. Nobody apologized for the delay, nor did they give us any information as to what happened to our bus. It wasn't until a bus pulled in and the driver came into the station, that we were informed the company was short drivers. NOWHERE and I mean NOWHERE on their site or in any of their stations is there a disclosure informing consumers that due to lack of drivers some routes would be delayed. We didn't leave ******* until almost 10am. Same thing happened returning home. Only this time we were stuck for 8 hours at the *************** Called for a 40% refund they only aplogize
Business response
05/06/2024
We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
Initial Complaint
08/11/2021
Complaint Type:
Product Issues
Status:
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.
On July 7th I purchased 2 greyhound tickets for my ******* that was $400.00 even after I changed the date. The tickets are dated August 12, 2021 departure from **************, ** going to *******, **. I am no longer moving to ******* so I asked if I could get a refund and their response was No because it's a non refundable ticket but I never used the ticket. I tried reaching out to their customer ********************** website NUMEROUS occasions to atleast get a credit because that's what their representative told me and it takes up to 24hrs for them to respond. It is August 11th and I have yet to hear from someone and need to know if they are going to credit me because $400.00 is a lot of money to be wasted. The representative then tells me that I could switch to a different date and it'll be another $20.00 fee. I told her that I don't have a set date yet on when I would be able to go to *******. I need my money back or my $400.00 credit. This is ridiculous I haven't been able to speak to no one English
Customer response
08/27/2021
***Document Attached***

See Attachment/File: 3EE8F7EB-EF6D-4A45-8B0E-CBF6CEE13484
Business response
05/06/2024
We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
Customer response
05/06/2024
I am rejecting this response because: Even after I talked to the representative about switching the dates they refused and I lost out on 2 tickets that was 400$. At this point I just want my money back
Business response
06/12/2024
Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.

Regarding your concern, we are not able to retrieve information of your case since our system restart after one year of the incident. Therefore, we are not able to provide a proper resolution or compensation on this matter.

Once again, we apologize for the inconvenience this may cause you.
Initial Complaint
08/10/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a bus ticket online for my daughter whose last name is the same as mine using my credit card and had the e-ticket sent to her. I did not realize the name they were asking for was hers since I entered my credit card information ( it is normal to enter name on credit card). I purchased the ticket Sunday August 8, 2021 for a round trip from *****, ** to *********, ** and back. When we realize the mistake called to change first name only and was told to pay $20 ( my daughter called to try to correct it). Not being the one who paid for it called to tell me , so I called and they refused to change the name or refund the ticket because of the type it was. The driver would not allow her on the bus. Moreover, they refused to change the name on return trip so she could use it. I was told to buy a new ticket. I drive two hours one way to get her and back as she was going due to a death in the family. I purchased a service for my daughter who was refused.
Customer response
08/17/2021
***Document Attached***
I used my tablet to place original order for round-trip ticket. There was not a separate field for passenger and cardholder as you can see from picture. The only field for cardholder is email which would be my daughter since she was who the ticket was for. Anytime I use my credit card online it asked for cardholders name regardless of who the itme is being sent to. Attached is a picture to illustrate what happened and why it was not clear toe whose name I should use. All if the same when I called the 800 number , the answer was sorry we cannot change the name and buy a brand new ticket for return trip. I did buy a one way ticket to send my daughter home . As mentioned already I drove 4 hours round trip to make sure she was where she needed to be since Greyhound refused to help rectify the error.
See Attachment/File: 20210817_110700.jpg
Business response
05/06/2024
We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.

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