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.

  P.O. Box 660691, MS 470 Dallas, TX 75266-0691

• 

  Greyhound Lines, Inc.

  801 Broadway Lubbock, TX 79401-3404

• 

  Greyhound Lines, Inc.

  350 North St Paul St 4th Floor Dallas, TX 75201

• 

  Greyhound Lines, Inc.

  1208 Lubbock Rd Brownfield, TX 79316-2736

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:04/02/2025

  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.

  Greyhound would not give me a refund on my card after I got sick and would not be able to attend a trip anytime soon. They had ads on the purchase page letting you know you had to hurry up and purchase because it was the last ticket at that price which didnt give me much time to do anything but read a statement that said Id receive 70% back if I had to cancel. Once I had to cancel they said the 70% could only go in a voucher to be used later which I told them was not possible. They claimed that it was in the terms and conditions which I said was a trick because they only give you a few minutes to fill out the forms and read anything. Hershey the supervisor and ******* both gave me a hard time. I also know that I had been refunded before by greyhound so the claims of not being able to do anything was false.

  Business Response

  Date: 04/15/2025

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

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service 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 purposely left behind by the bus driver and they took off with my belongings including my luggage, camping gear, and cellphone. I spoke to customer ********************** who said they would try to track down my belongings but nothing was ever found.

  Business Response

  Date: 04/30/2025

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

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Deceptive Pricing and Unlawful Practices: Greyhound engages in deceptive pricing by not clearly disclosing their ticket exchange policies and associated fees. When a customer exchanges a ticket, ******************** often charges a new price without honoring the original price paid. Additionally, they fail to clearly explain that the "exchange fee" includes a cancellation fee, which is misleading. The price of the new ticket can fluctuate in real-time without being adequately documented or disclosed to the customer, meaning that customers are often charged a different price than initially agreed upon, with no clear record or receipt provided to show the change. This lack of transparency, along with their refusal to explain or provide a complete receipt, indicates unlawful practices and deceptive intent to confuse and mislead customers about the true cost of ticket exchanges.When you requested a receipt that could explain the charges and exchanges, Greyhound refused. Additionally, the invoice they gave you is incomplete, failing to show your original payment before the exchange took place. This lack of a clear record violates common consumer rights to transparency and documentation.Greyhound does not provide a full receipt that details the initial price of the ticket, any cancellation or exchange fees, new price of the exchanged tickets, or the total charges involved in the transaction. This lack of transparency makes it difficult for customers to fully understand what theyre being charged for and why.

• Initial Complaint

  Date:03/31/2025

  Type:Order 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.

  The day of my trip was march 29 , 2025. Although the bus driver was very polite about the issue it was a treacherous trip to say the least . We rode a bus full of people without Air conditioning for roughly 4 or 5 hours. Everyone's clothes were soaked and I am epileptic which was triggered by the extreme over heating.

  Business Response

  Date: 04/24/2025

  Thank you for contacting our office with your concerns. We sincerely apologize for the delay in responding to your e-mail. Due to data protection regulations (GDPR), we need to collect additional details before we proceed to review your request.
  
   Please provide us with the following details: 
   - Passenger/s full name/s:  
   - Email address used for booking: 
   - Phone number used on the booking (If applicable): 
   - Trip date and time, departure and arrival locations: 
   - Booking channel (app/website):  
  
  Once we have received this information, we will be able to review your case further. We appreciate your help and look forward to resolving your issue. 
  
  

  Customer Answer

  Date: 04/24/2025

  ***********************************

  ********** 

  **********

• Initial Complaint

  Date:03/31/2025

  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 scheduled to take a Greyhound bus at 5:50am on March 31st, 2025. The night before around 9pm, I received a notification from Greyhound that the bus would be delayed due to the thunderstorm and would leave at 9:10am instead. I woke up this morning at 7:00am to get ready. Randomly, I checked the status of the bus and it stated that it left the station at 7:00am. I did not receive any notice of this and obviously missed my bus because of this. I immediately called customer ********************** and was told to go to the website to file for a refund. I went to the website and filled it out but it would not allow me to submit my request. I called customer ********************** back and stated what happened on the website. Eventually, they told me that the only options I had were to get my trip refunded into a voucher or to reschedule my trip. After this experience I dont want to ever do business with Greyhound again but with my only options available, I asked them to reschedule it for April 8th and they did. However, they will not reschedule my returning ride because it was bought separately. I explained to them that the return ride was rendered useless because of the delay with the initial ride and that is not my fault. They admitted that it was not my fault but that I would have to pay anyway to either cancel or reschedule the trip. Then the manager began to immaturely question my motive for traveling to ******* in the first place. I was left feeling angry, dumbfounded, disrespected and robbed.

  Business Response

  Date: 04/23/2025

  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 evaluate our product constantly, 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 to 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 cancelations 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. 
  
  Thanks for your support and understanding. 
  
  

• Initial Complaint

  Date:03/31/2025

  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.

  Purchase a ticket to go to home state cause my grandma is passing away. Purchase the ticket for me and son spent $358.00 on my ticket. Went to ****** ******* to location of were it been for years I stayed outside waiting on the bus then when inside to use the bathroom this when notice the person that normally be there when the bus come nobody was there than ask the person work at gas station she told me that they had moved told me the location soon as get to the location still no bus than somebody told us that the bus already left than call them they wouldnt help me to change my ticket to another day totally not my fault have a lot going on no sit there read all small writing this is totally not fair at all

  Business Response

  Date: 04/24/2025

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

• Initial Complaint

  Date:03/28/2025

  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.

  3-19-25 491 was the amount I paid The business did not provide any help they refused to help me I was sexually harassed while on a Greyhound bus that had a camera The business has not tried resolving anything or even reaching out to me I am left to have to go talk to legal counsel about what to do with the situation.I have had to call three Greyhound locations trying to get help and come up with the resolution but no one will help me.Only one location took my complaint it was a security guard that worked at the ******** location of Greyhound still to this day 6 to 7 days later I still have not heard anything back from the company ************ has not reached out to me to come up with any resolution or solution to this issue this has left me what major anxiety because I feared if the person that sexually harassed me had not got off at the stop he did I would have gotten raped on that bus When we got to our destination I brought it up to the driver he basically blamed me because I was too afraid to say anything because I froze while I was being harassed. Not only does Greyhound not pay attention or have stricter policies they literally go pick up people that were getting out of jail with no consideration for women and children.

  Business Response

  Date: 04/14/2025

  Thank you for taking time out of your busy schedule to share your thoughts. 
  
  In response to your concern, we verified that the complaint has been documented and sent for investigation. Kindly allow us more time.

  We hope this incident won't deter you from using our services again. We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs. 
  
  

• Initial Complaint

  Date:03/27/2025

  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.

  On January *****, 2023, I booked a roundtrip bus journey for two passengers at a total cost of $193.95. On January 25th, our scheduled bus experienced not one but two mechanical breakdowns, both times requiring us to return to the ****************. By 12:00 PM, we were still at the ****************. Due to their repeated issues and unable to provide the contracted transportation service, we were forced to cancel our entire trip. I have to emphasize that this cancellation was by Greyhound's service failure, not by personal choice.Following this incident, I attempted to get a refund through 2 ways:I submitted the required refund form through their website as instructed by their representative. I received email confirmation stating they had verified and initiated the refund process by canceling the original transaction on 1/18/2025(The bus is on 1/25, I don't know how they refund me 7 days before I requested refund). However, my bank statements show no refund has been processed to date.I also attempted to dispute the charge through ********** (my payment method), but Greyhound rejected, the reason is that they insisted that the trip was "normal", contrary to the truth. I can provide this record of the trip from their website, which shows "canceled" screenshot and video recording of my checking process on their website).I believe Greyhound's failure to provide the services contracted for and to respond to ignored requests for refunds constitutes an unfair business practice.I appreciate your assistance in resolving this matter, and I respectfully request your intervention to obtain the refund I am rightfully owed.

  Business Response

  Date: 04/14/2025

  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 cancelations are kept to a minimum as far as possible.
  
  Unfortunately, we will be unable to process your request since a chargeback was made for this order. You must contact your credit card company with any concerns you might have about your account.
  
  We appreciate your business, and hope that we can serve you again soon.  Should you have any additional questions or concerns, please do not hesitate to contact us.
  
  Thank you for your interest in Greyhound Lines.

• Initial Complaint

  Date:03/27/2025

  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.

  Business Commitment: I purchased two tickets from the Greyhound kiosk in ********** on March 8, 2025. One was for a Greyhound bus at 12:10 PM that was already broken down and unable to depart and did not depart until 4:00pm. The second was a Trailways ticketalso sold through the Greyhound kioskfor a bus that never arrived. I was never able to board either bus, and both tickets went completely unused.Nature of Dispute: I was misled and sold two tickets for services that Greyhound and its partners failed to provide. The Greyhound agent at the terminal told me to contact customer ********************** for a full refund. I did so, but despite repeated communication, I have not received any refund for either ticket. I was told by Trailways that while the $43.99 ticket was theirs, it was sold through Greyhounds system and Greyhound must handle the refund. Meanwhile, to reach my destination, I was forced to buy a third ticket from another bus carrier, bringing my total cost to over $140 for a trip that should have cost far ************* Response So Far: Greyhound has only acknowledged the $43.99 ticket and claims that $51.98 is the maximum resolution. I was also asked to submit sensitive bank information for a $7.99 fee refund, but no funds have been returned. The response has been inconsistent and does not reflect the reality that neither ticket was used.Resolution Requested: I am requesting a full refund of $95.97 for services never delivered, and accountability from Greyhound for selling a Trailways ticket through its kiosk. Greyhound must also recognize the financial burden placed on me by forcing the purchase of an additional ticket due to their failures.

  Business Response

  Date: 04/14/2025

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  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 the utmost importance, and we will spare no effort 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 cancelations are kept to a minimum as far as possible.
  
  After carefully evaluating your case, we would like to offer you a refund in the amount of $51.98. Please be advised that the refund will take 7-14 business days to process back to the purchasing account.
  
  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.
  
  Please send us the following information.
  
  Bank account holder first name:
  Bank account holder surname:
  Account holder postal address:
  Account holder date of birth:
  Account holder place of birth:
  Bank account number:
  Routing number:
  Name of the Bank:
  Bank postal address:
  
  Please ensure the specified account can accept international wire transfers.
  
  We will transfer the amount directly to your account and not to an intermediary bank account or payment app.
  
  We kindly ask you to verify the accuracy of your bank account details before sending your response: Greyhound is not responsible for delayed or missing refunds due to wrong bank account information.
  
  We are looking forward to your reply.
  
  We hope this incident won't deter you from using our services again. We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  Date:03/27/2025

  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 bought a bus ticket for the price of $138.81 for Friday and needed to change the date of my travel to the following Monday. Bc of this they make you cancel your first ticket and pay for a whole new ticket while only refunding partial payment of the original ticket. Which is barely anything. I received less than $30 back on my original ticket and bc of the price difference on the new ticket still ended up paying $140 for the new ticket so I was basically out the whole amount of the original ticket. I find their cancellation and refund policies to be rash and unfair. If you cancel your trip before your intended date and time you should receive a full refund within reason. $30 out of $140 on my original ticket did absolutely nothing to help pay for my new ticket and I was completely out of that money now. I would like that money refunded completely. They claim they do this as a way to make things run smoothly. Well how about the customer .you think that helps things run smoothly for them. NO THEY ARE JUST RIPPING PEOPLE OFF!! A cancellation fee of $107 is absolutely ridiculous. Something needs to be done. How anyone can agree to this policy or accept it is beyond me.

  Customer Answer

  Date: 03/28/2025

  I want to add that when I contacted customer ********************** they were of no help and just kept saying we cannot do anything. They were rude and couldn't offer any assistance. Also that when I checked online, many people said that it only cost them about $20 to transfer their ticket to a different date and time..so I didn't understand the extreme ***** **** up and cancellation fee on mine just to exchange my ticket. They allow you to change your ticket up to 15 minutes before departure time but you are the one eating the ticket price bc you won't see that money and you will have to pay for a.brand new ticket and thats not right when you already paid for a perfectly good one and didn't get to use it. 

  Business Response

  Date: 04/07/2025

  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 evaluate our product constantly, 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 to 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 cancellation 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.
  
  Thanks for your support and understanding.

  Customer Answer

  Date: 04/07/2025

  I am rejecting this response because:   

  This companies policy is used to take advantage of their customers. Most consumers don't have funds enough to purchase one ticket, while being forced in some cases there may be emergencies that require them to have to need to move their ticket and bus ride to a new day and the only option they have is to cancel the first ticket and then buy a new one without getting the money from the first one back. 

  The other thing that gets me is you have to cancel your ticket 30 days in advance to get 100%of the money refunded. Most people buy their ticket a few days before their trip. To get get 70 percent of your original ticket back you have to cancel it 7 days before your departure. If you bout your ticket the day before you leave and you end up needing to change it you don't even have a fair  shot at getting back anything you paid for that ticket and that's not right. 

  If I buy a ticket and need to switch to a different day as long as I'm still taking the bus I'm still using the ticket. They are still making money and the seat is still being used. I could understand if I was completely cancelling and not going and didn't plan to use the ticket at all but just moving it to a different bday, which was only a few days later. A cancellation fee of $107 is really scamming me. I'm sure others feel the same way. Then to have to basically buy a whole new ticket for the same price and ride a bus for 28 hours to get home to my kids. 28 hours people. It takes 15 hours to go from ************** to ********* 

  The policy needs to be changed. I am owed money. This is a disgrace. 

  Business Response

  Date: 04/16/2025

  Thank you for taking time out of your busy schedule to share your thoughts. 
  
  Regarding your request, our records indicate that this ticket is non-refundable and has no refund value. We regret to inform you that we are unable to accommodate your request. 
  
  We hope this incident won't deter you from using our services again. We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs. 
  
  Thank you for your interest in Greyhound Lines. 

  Customer Answer

  Date: 04/16/2025

  I am rejecting this response because:   

   

  The company offers no remorse. No empathy.nothing. no accommodations. No budging. They're so set in their ways and see nothing wrong with it bc they are the only ones benefitting from the outcome so why would they see that they Re doing anything wrong. Horrible people.skills. horrible customer treatment. I'm sure I'm not the first to complain either. DO BETTER!!!