ComplaintsforGreyhound Lines, Inc.

Bus Lines

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
04/11/2024
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.
?Hello,I was chaperoning 9 high school kids from *** to ********* on 4/4/24 at 4:25 pm after school. However, in the morning of 4/4, they informed me that our bus had been canceled. So, I had to rush to book another bus for 10 people; otherwise, the kids would miss the National Chess championship. It was very stressful since the only available bus was earlier, and I had to pull the kids out of school early to accommodate the travel.Additionally, when traveling back from ********* to *** after the National Chess Championship on Sunday, 4/8, with nine high school students, all under 18 years old, we encountered further difficulties. Our scheduled departure time was 6:50, but the bus didn't actually depart until 8:56. Despite having seats together initially, the bus was nearly full, and our seats were taken. Consequently, we had to split up and find individual seats in different rows. I had to place underage girls and boys next to different strangers in the completely dark bus, causing distress for both myself and all the kids. We didn't arrive in *** until after midnight, and the kids were expected to attend school the next morning. This was the worst bus travel experience of my life.Thank you.
Business response
04/23/2024
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 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.

We would like to inform you that your concern will be heard and not taken for granted. Rest assured that everything will be documented for proper action.

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 travel needs.
Initial Complaint
04/11/2024
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 purchased a round trip ticket on 4/9/24- I updated the times for travel on the ticket 4/10/24- the website says you can manage booking and change time within an hr of travel. Cancelation is within 24 hrs or youll be charged. I was charged double the ticket fee for changing the time of travel on two tickets that were modified, not cancelled within the 1-24 hr time frame. Customer ********************** was nasty and hung up on me. I am looking for my ***** back in fees that were applied
Business response
04/23/2024
Thank you for expressing your concerns. 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 used in the ticket:

We appreciate your help and look forward to resolving your issue.
Initial Complaint
04/11/2024
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 was assaulted and robbed while nearly arriving to the bus stop and had to go to hospital. I could not take my bus and obviously could not talk to the station. I have tried calling and emailing numerous times for help on the matter. The only response Im given is that I should have contacted 15 min prior, but again, I was assaulted on my way there. Please help me. I cant get ahold of anyone in customer ********************** that can help and Im in crutches. I cannot go to the bus station at the moment to talk to someone. I am requesting a reissuance of my ticket due to this. Im new to the country and I need to get home but I dont know what else to do. My money and phone were stolen that day. Please out of sympathy and mercy, help me. I will forever be grateful to your company. If a replacement ticket cannot be issued, please provide credit or refund so I can repurchase. I am new here with no money to buy another ticket.
Business response
04/25/2024
Thank you for contacting us regarding your refund request.

We are sorry to hear that you were unable to make the trip due to emergency reasons, and we understand your desire to receive a refund.

However, as stated in the terms and conditions at the time of purchase, non-refundable tickets cannot be refunded. While we sympathize with your situation, we regret to inform you that we are unable to honor your request. We apologize for any inconvenience this may cause you.

We wish we could have been more positive with our response and hope that we can serve you again soon.
Customer response
04/25/2024
I am rejecting this response because I had spoken to the agent at the bus station and was told the refund was possible as a courtesy and for my loyalty as a customer. It was suggested I contact by phone and email to get this done and have spent numerous hours on hold. Greyhound representative has given me false information. How can I confide in your service going forward?
Business response
05/03/2024
Thank you for contacting our office with your concerns.
Regarding your refund request, we would like to offer you a voucher in the amount of $235.97 that you can use for your future travels with us. The voucher is valid for 3 months from the date of issuance and is transferable. Please note that the voucher will expire after a one-time redemption. If this voucher suffices, kindly email us back so we can proceed.

We hope that this voucher will help to alleviate some of the inconvenience. Thank you for choosing our service, and we hope to have the opportunity to serve you again in the future.
Business response
05/09/2024
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
05/09/2024
I am rejecting this response because: The requested refund has not been processed nor has any negotiation been considered.
Initial Complaint
04/10/2024
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 booking #*** 176 1093 . I was a passenger on Greyhound business.i traveled from ********** to **********. Greyhound policy is passengers are responsible for their own luggage transfer whenever there is a bus change along the route However ******** Greyhound pulled the luggage off the bus for a drug search. Made us get back on the bus .told me they would put the luggage back on .after it was searched. They did a second bus at the same time no organization at all.they put luggage back on the bus.but the next time I went to change busses my luggage wasn't there. It probly got put on the 2nd bus. 6 hours after Amarillo I started greyhounds online forms for lost luggage before I ever even got to *******. It has been a week. The only response I've gotten out of Greyhound is that the passengers are responsible for their own Luggage. But the problem is. I luggage did not have to come off the bus in *********they took it off . And made me get back on the bus. Said they would put it back on after the dogs searched it Greyhound lost my luggage with a unorganized drug search. They are blowing me off I'm am very upset with greyhound. *********************. Phone # is ************ Please help. I value the contents in that luggage at *******. I paid close attention to when I had to move it on my transfers. I didn't misplace it. Amarillo Greyhound did.
Business response
04/23/2024
Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
Greyhound is doing everything to try to locate your luggage; however, we do not have updated information regarding the status of your misplaced luggage.

Once again, we apologize for the inconvenience.
Initial Complaint
04/09/2024
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 ticket for passenger ************************* for travel from ******* OR to **********. Booking number 315 057 9958 on route 2111. It was supposed to leave the *********************** at 0255, and arrive in ********,OR where passengers would transfer to another bus to continue to *******, **. The bus didn't leave the *************** until after 0500 resulting in the connection to the Olympia bus to be missed. Since there wasn't another bus to ******* until the next day, I had to drive to ******** to pick up the passenger. When I arrived home that night, I contacted Greyhound by phone and was instructed to go online and fill out a refund request form for money owed back to me for the Portland-Olympia leg of the trip. I was told by the person I spoke with that a Greyhound rep would contact me within 24 hrs. That didn't happen. So I filled out a second refund request form, and still no contact from Greyhound. I am not unreasonable in requesting reimbursement for the part of the trip they didn't fulfill. And, I want it in cash, not a voucher. Vouchers don't pay for the gas it took to drive to ******** and back.
Business response
04/24/2024
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.

Business response
04/24/2024
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.

Business response
05/29/2024
Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
We sincerely regret the disruption of your travel plans and apologize that this happened.

After carefully evaluating your case, we would like to offer you a check in the amount of $18.99. This check will take within ***** business days.

Please contact us via e-mail at ********************************************************** and refer to the following case number ******** in order to provide your permanent mailing address to complete the process.

Once again, we apologize for the inconvenience.
Initial Complaint
04/09/2024
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.
Re: Passenger ********************************* Greyhound Original Booking Numbers ************************ I booked 2 tickets from *********** to ****** ********** leaving *********** Monday January 22 2024 @ 12:40am arriving in ****** Tuesday January 23 2024 @ 8:25am and return trip ORIGINAL Booking Number ********** ****** to *********** leaving Friday January 26 2024 @ 9:15pm and arriving *********** Sunday January 28 2024 @ 7:30am. Greyhound didn't meet one target time, I didn't get to either destination according to the ticket time I purchased. In fact Greyhound was more than 6 hours late reaching both destinations, I requested a refund for both and was issued vouchers. I last spoke with Greyhound on April 8 ******************************************************************************* home I have email stating this, despite the fact that a quick ****** search on Greyhound bus late what are my options states if bus is 6 hrs late or more you can request a refund. My first bus was more than 6 hours late to ****** because they took me to ******* instead. The return trip to *********** was 18 hours late to ***********. Also Greyhound says if you want a refund instead of a voucher contact customer **********************, I did this on April 8 2024, I received email stating they got me home so Greyhound is not going to refund my money. Greyhound didn't provide me with the service I contracted them to provide, they obviously know they messed up because they issued 2 vouchers. Greyhound has deleted the original tickets, BUT I have all my original documents, they are acting really shady and dishonest. This is just a brief summary of what both these trips were like. I had to sleep on the floor in *********** NM bus station because buses didn't come and Greyhound kept lying. I would be happy to forward all documents/communications with Greyhound to the BBB so you can have all relevant info. I want a refund in the amount of $283.64 ($133.02 and $150.62) refunded to my Credit card.*********************************
Business response
05/14/2024
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 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.

We truly understand your circumstances; however, in accordance with our terms & conditions, no refund is possible. Unless one of the two cases below applies,

1. Cancellation on our side.

2. Delay of more than two hours, and the passenger does not take the trip.

Regarding your concern, please be advised that the ticket you purchased for confirmation numbers ********** and ********** was non-refundable. We are unable to honor the request due to ticket restrictions, as the service was still provided and the passengers were still able to complete the trip. We apologize but we are unable to honor your request.

We hope you will not let this incident deter you from using our services, and we trust you will give us another opportunity to prove that we can be the most reliable and economical form of transportation to meet your needs.
Initial Complaint
04/08/2024
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 was delayed at a service station for seven hours *********** refuses to give me a refund. Exit 4 in ******* Kentucky booking number ********** . It caused me to miss my connection in ************** and also miss my train to get home
Business response
05/15/2024
Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.

We sincerely regret the disruption of your travel plans and apologize that this happened.

After carefully evaluating your case, our records indicate that the ticket was used which means that the service was provided despite the delay on your travel. Therefore, we are not able to honor your refund request.

Once again, we apologize for the inconvenience.
Customer response
05/15/2024
I am rejecting this response because: I had no other choice but to use the ticket , I didnt want to be stuck in ******** due to greyhounds incompetence and lack of maintenance, a bus had to be pulled from the Chicago pool bc greyhounds buses were all broken down so there was zero spare buses available, fix your problems
Business response
05/17/2024
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 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.

We would like to inform you that your concern will be heard and not taken for granted. Rest assured that everything will be documented for proper action.

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 travel needs.
Initial Complaint
04/08/2024
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 March 18, 2024 I bought a ticket to get my daughter from ************, **, to to ********, WI leaving on the 19th. The first bus was suppose to leave at 3:55 and did not depart until 2 hours later. When the bus arrived at ************ and the passengers were told there was no bus driver to continue the journey. I called a few times and Greyhound said they had no idea what they would do with the passengers to continue their travel. I then received an email stating "Unfortunately, your trip on Line US0421 to New ******************* (Booking #: **********) has been canceled." A couple hours later this email came. "************, IN - *******, ** This part of your trip changed. View the new itinerary below. *******, ** - *********, ** Mar 20"Next, they sent me a voucher for $299.67 which is all great and well if we were ever using their services again. The bus dropped my daughter off in ********* and had no bus coming to the west side of the state for 3 days, so I had to travel 3 1/2 hours to pick up my daughter from the other side of the state to get her to ********, WI where I paid for them to take her. The bus never got her to where I paid for her to get and they acknowledged, this by sending us a useless voucher that we won't be using for $299.67. My daughter stated that many of the bus stations did not have working water or working toilets and had homeless people using drugs in them and that it felt very unsafe. It is sad to see this service fall to such depths . I paid $400 for the ticket and then had to travel 3 1/2 hours to get her home.
Business response
05/17/2024
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 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.

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
04/08/2024
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 booked a ticket for April 22, 2024 from ***** to **. The ticket was booked online. I got a print out. The ticket number was **********.. This was for the greyhound. I decided to change the date because my mother is 80 in ny. I called on the phone on my birthday. The ticket man adjusted the ticket. He told me to show the printout of the first ticket. He said this ticket on the phone show the email. He said I do not have to open the email because it shows greyhound and the ticket number. I listened to him. Well the ticket was ******. Well, he told me to arrive 15 minutes early. It was going to be 4:20. He said greyhound not Flix and missed the bus. I called the customer ********************** rep and he lied it was still on radar to come there. The greyhound lady said no. I want a refund. Friday purchased a ticket of ******. which is a lot more on the phone. I had to pay an extra 20 because pnc did not adjust phone fast n cost another *****. I picked up the Flix B's. My mom is 80 sick it was my birthday. I deserve a refund.
Business response
04/12/2024
Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.

We sincerely regret the disruption of your travel plans and apologize that this happened. After carefully evaluating your case, our records indicate that the booking number ********** is partially used. Therefore, we are not able to honor your refund request.

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 $94.24 (portions not used). This voucher is valid for three months from the date of issuance, it can be redeemed at any time before expiration and expires after one-time redemption. You can purchase tickets over the phone at ************** or visit our site www.shop.greyhound.com.

If this Voucher will suffice, please contact us via e-mail at ********************************************************** and refer to the following case number ******** in order to complete the process.

Once again, we apologize for the inconvenience.
Initial Complaint
04/07/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
To Whom May ********* plan trip with greyhound on March 29,2024 thru March 31,2024 around trip tickets from ************ , ******* to *****. The tickets I had purchase cost me $277.00 around trip for me and my husband. On the last day on the Easter Sunday day of morning where that greyhound bus was schedule to leave at 09:30am when we arrived the bus had already departed from station. The greyhound app told us that it was on time and there was no bus there no more, So the ambassador of the ***** downtown told us go to the greyhound customer ********************** and speak with her about the bus situation and customer agent told us that bus had left 15 mins earlier. And I ask customer agent was there transfer or refund and customer agent told there was no refund or transfer and agent told me that I had to pay whole another ticket $ ****** to get to ***************, Me and my husband we didn't have anymore funds get back home so we was strand downtown ***** . I called the greyhound customer ********************** and had spoken with someone about the same situation. Agent ask me was I still downtown greyhound station. I had told he no I was no longer there at downtown station agent offer me voucher for $94.00 per person I told agent that I would like my refund back off what I have spent $277.00 the then told me to go back on greyhound app to get my refund then one of greyhound customer person will contact me. Then ********************** agent also told that bus had left 10 mins early of the time it was schedule leave from downtown at 0930am so technical it left way before 0930 it left at 0900am. You guys greyhound customer ********************** are very unprofessional the way treat customers etc. and telling there no such of no refund. I demand a full fund back with additional $5.99 per seat.Departure from ************************ -********************************************************** Seat 7A 7B Date 3-29-24 time 4:05pm Arrived to ************** ******** **************************** 10:50 Departure from ************* Bus US0662 0930

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary