ComplaintsforGreyhound Lines, Inc.
Bus Lines
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Complaint Details
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Initial Complaint
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
08/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 reasonablyBusiness 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
.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:
- Product Issues
- Status:
- Answered
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 aplogizeBusiness 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
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 $400.00 credit. This is ridiculous I haven't been able to speak to no one EnglishCustomer response
08/27/2021
***Document Attached***
See Attachment/File: 3EE8F7EB-EF6D-4A45-8B0E-CBF6CEE13484Business response
05/06/2024
We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.Customer response
05/06/2024
I am rejecting this response because: Even after I talked to the representative about switching the dates they refused and I lost out on 2 tickets that was 400$. At this point I just want my money backBusiness 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
08/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
08/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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.jpgBusiness 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
08/09/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Original ****** transportation on 8/3 cancelled after arriving in ******; 12hrs before departure. 8/3 purchased Senior Citizen Greyhound Ticket - ****** to ************* $254.00. Was not told that the route included ******. 8/4 Asked Agent why ****** was on the ticket; she stated that it was the name of the station. Why was I allowed to purchase ticket with ****** cancelling all of their services? I would have never purchase. Bus arrives almost 4 hrs late into ************** at 1 am; Greyhound Office closed; stranded! ****** canceled til 8/6 @11:30 pm. Had to cancel vacation plans in *************; purchase a flight home with additional $99. Contacted ************* via email and received 3 unacceptable responses for my request of full refund (evoucher $141.42; $66 refund: $141.42 refund). Traumatized. Dealing with maskless passengers; unruly passenger; dirty bathroom; driver time ran out; wait for another driver; I should be fully compensated and paid for my flight $99.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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Customer Complaints Summary
2,142 total complaints in the last 3 years.
1,154 complaints closed in the last 12 months.