ComplaintsforGreyhound Lines, Inc.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 18th, 2024 I purchased a round-trip bus ticket from *******, ** to ******, ** departing March 29th, 2024 and returning April 1st, 2024 through Greyhound Lines for $78.47 with a booking number of **********. The first part of the trip (******* to ******) was fulfilled; the second half of the trip (****** to *******) was not fulfilled.On March 31st, 2024 I was notified by Greyhound that my returning trip was experiencing a severe delay, and that I had two options: (1) choose an alternative return time through their website at no extra cost, or (2) get a voucher of the ticket price. I selected option 1 and chose an alternative return time through their website (on another bus line, Barons Bus), with a new booking number of **********.On April 1st, 2024 the Barons Bus never arrived. Barons Bus did not notify me (nor the other awaiting passengers) of a delay/cancellation; their website had no status updates, there were no workers at the bus station, and their phone lines were not accepting callers. I emailed Greyhound and Barons Bus promptly that day for assistance; none was provided. Barons Bus told me that since my ticket was purchased through Greyhound, that I had to go through Greyhound for financial compensation for their lack of service provided. Greyhound emailed me back saying that the ticket is non-refundable and they denied me any sort of financial compensation. On April 3rd, 2024 I requested my credit card company to dispute the charge with Greyhound for not providing financial compensation for a service they never provided. There has been no status update yet of that dispute.Details: Original Booking Number (**********, March 18th 2024), New Booking Number (**********, March 31st, 2024)

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Travelled to ******* from *********, ** on Feb 12. The bus was 3hrs late and ended up leaving at 9:45am instead of 5:40am.3 out of 4 stalls in the womens bathrooms at the station were out of order. One was sectioned off, and the other three were so filled with waste, toilet paper, and flies that they were unusable. There was blood and/or f**** on the only usable toilets seat. So no one was able to use the bathroom. We had to use the bathrooms at a convenience store a block away. Finally an employee went to clean the bathroom, but they only mopped the floors.While waiting for the bus, two employees yelled at customers to stay inside, to stay in the sectioned off waiting area, and to sit down. Literally yelling in peoples faces even after they asked for details about their tickets and where to go. Customers were confused and some were crying out of frustration.On the bus, our seats had missing and unusable seat belts which is something the ***** and ****************** would love to know about because that is illegal. We had to tie our seat belts together because the seat buckles were missing. The bus was very dirty and had not been cleaned for at least a few rides, Id guess.On the bus ride home, we filled out Greyhounds online refund form that stated If your bus was delayed by 120 minutes or more on departure, you can request a refund for the price of the ticket.. We applied and within minutes received an email saying because we had gotten on the bus, we could not get a refund for our extremely late bus! However, the website says nothing about how ones refund is voided due to using the bus after it arrives.In total, we were on Greyhound property for 14 hours. The ride was supposed to be 7hrs, and our 3 stops only 15-30min. We need a refund for our two tickets and our experience of no toilets for 3+ hours of waiting, employees yelling at customers, our bus being delayed over 3hrs, and no safety options like seatbelts on our ride home.

  Business response

  04/10/2024

  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. 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.
  
  After carefully evaluating your case, our records indicate that the ticket was used which means that the service was provided despite the delays and inconvenience on your travel. Therefore, we are not able to honor your refund request.
  
  Once again, we apologize for the inconvenience this may cause you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 17,2023 someone illegally used my card to make a purchase for a trip with Greyhound. I reached out to them for an immediate refund and their reply didnt state a resolution that included a refund and remedy to the situation. The amount was for $211.96 and Im not sure of the details of the trip. I want a refund for the charge as my wallet and phone were lost and I didn't make the purchase and require a refund.

  Business response

  04/12/2024

  Thank you for contacting our office with your concerns.
  
  Regarding your concern, if you discover someone has made unauthorized charges on your credit card account, you should immediately contact your credit card issuer for further assistance.
  
  Thank you again for bringing these matters to our attention.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ticket from ** to **********. They canceled my ticket from ******* to ******* and then they put it back in my account before I even knew. Now Im stuck in ************ without the voucher I was promised and almost out of money. I lost money on a non refundable motel in ******* and I have had to pay for hotels here in ************. Im broke and I dont know what to do

  Business response

  04/16/2024

  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.
  
  Greyhound Lines Inc. is committed to providing quality customer ********************** and maintaining affordable prices. It is important for us to strive for improvement, and your input will help us with this process. We do apologize for what happened. However, Greyhound will not compensate for the extra expenses you paid for. We would like to inform you that your concern will be heard and not taken for granted. Rest assured that everything will be documented.
  
  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.
  
  

  Customer response

  04/16/2024

  I am rejecting this response because:   Its Greyhounds fault that I had to incur the extra costs and expense. If they do not return my money then I am going to be FTC and the ************************ of both Texas and the US Attorney w.   One week from today I am filing my complaints against them 

  Business response

  04/23/2024

  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. 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.
  
  After carefully evaluating your case, our records indicate that you were notified about the trip cancellation and the possible options in order to complete your trip. Therefore, we are not able to honor your refund request for additional expenses since you choose to get refunded back to the purchasing account.
  
  Once again, we apologize for the inconvenience.
  
  

  Customer response

  04/23/2024

  I am rejecting this response because:   I woke up to this and the money was in my account when I called. Plus I couldnt understand what the lady was saying because you dont hire Americans you go for the cheapest labor possible and they are impossible to understand. Im filing a complaint with the ***   The *** the IS attempting General and the Texas Attorney General. You are not getting away with this. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  greyhound never picked me up and refuses to pay for my ticket, they say they have no record and i should buy another ticket when they are 100 percent at fault!@!!!!!!!!

  Business response

  04/17/2024

  Thank you for reaching out to us. 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

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was continually delayed in *** in January ********************************************** even after the bus arrived. The help line can only help after and then not really do anything and direct you to a website and endless hoops to jump through to be refunded for the travel and stay incurred not even meals for the layover they caused. 5 days for me! Even when they were at fault for overbooking, cancelling last second vehicle trouble or weather with reports saying storm expected. Completely unprepared. They also failed to neglect they no longer had access to the indoor facility at the station and all layovers are in the elements. The drop off and pick up points are also inconsistent. Lastly the greyhound uses SLC Express to charter rides but accepts rides provided by them after hours they communicate leading to innacurate manifests and being stranded due to over booking. What should have been a cheap bus ride was a 5 day layover and going out to the bus everyday only for it to be cancelled last second. I had 15 unaccounted for food out with 4 nights in a motel and yet they cant be bothered to set up an easy refund process and try to avoid living up to their own fine print Its been a needless hassle, in the stead of them arranging accommodations for those stranded 24 hours they make you prove it happened and it was an inconvenience. I eventually oiling be promised I would be on a manifest as even non storm days were cancelled last second and had to take a plane and airport shuttle home after 5 days as it was cheaper than waiting for a bus for days

  Business response

  04/22/2024

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

  Customer response

  04/22/2024

  I am rejecting this response because:   It is an outright lie. While some transportation was cancelled due to weather warnings. The ones with weather warnings were cancelled day of, either within an hour of scheduled departure or after scheduled scheduled departure. Several others were cancelled due to over booking and scheduling errors greyhound using 3rd parties and not communicating bookings and lastly straight up no reason given. That the bus was going to come in an hour late and not leave that day. Each delay was 24 hours and only offered the exact same transport the next day, rinse and repeat for a week. There is reasonable reasons and there is unreasonable delay.I had a sunny day and clear highways cancelled for weather a day ahead of time, but the storm warnings were cancelled last second. Even days there were to two trips out I wasnt able to secure a single seat as the advertised two departures were the same transport leaving at different locations and times in the same city. 

  Business response

  05/14/2024

  Thank you for expressing your concerns about the inconvenience you experienced while using our services. We are never satisfied when a customer ************************* a complaint or displeasure about the way he or she is treated or served, and we regret you having an unpleasant experience.
  
  We want to extend our sincerest apologies on behalf of Greyhound for the inconvenience this has caused you. It is imperative for us to strive to provide excellent service to meet customer's satisfaction. Please be assured the circumstances you reported are being taken seriously and documented for accurate actions. We highly appreciate that you brought this issue to our attention. Your feedback is valuable and will help us to improve our operations.

  We are certain your future experiences with Greyhound will demonstrate our commitment to provide quality customer **********************, and we look forward to serving your travel needs.

  Customer response

  06/11/2024

  I am rejecting this response because:   No one from Greyhound has reached out to me to compensate me for this prolonged issue. I was stranded for a week, forced to get last second bookings for lodging. People ride greyhound because they cant afford flights. I then had to pay far more than any flight in lodging and food costs for a week on the road, and then still had to end up getting a flight out. Greyhound also neglected to inform people that the stop was outdoor only and proceeded to cancel last second multiple times, including after expected arrival. I waited in blizzard conditions outside, for a bus that never came. I personally called greyhound, flux bus and slc shuttle to work out the issue, explained to greyhound where the error was and still they repeated it the next day. They can say theyre sorry but that means nothing and costs nothing. I want to see them suffer like I did. I still owe money to people for that whole affair. They did say I could get a refund and then proceeded to give me a run around and impossible to fill out documents and offered in the end to cover a mere fraction of the inconvenience caused on their behalf. I want the world to see how far greyhound had fallen.

  Business response

  08/01/2024

  Thank you for expressing your concerns about the inconvenience you experienced while using our services. We are never satisfied when a customer ************************* a complaint or displeasure about the way he or she is treated or served, and we regret you having an unpleasant experience.
  
  We want to extend our sincerest apologies on behalf of Greyhound for the inconvenience this has caused you. It is imperative for us to strive to provide excellent service to meet customer's satisfaction. Please be assured the circumstances you reported are being taken seriously and documented for accurate actions. We highly appreciate that you brought this issue to our attention. Your feedback is valuable and will help us to improve our operations.

  We are certain your future experiences with Greyhound will demonstrate our commitment to provide quality customer **********************, and we look forward to serving your travel needs.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A day prior to 4/1/2024 I purchased a ticket for travel from ********, ** to **********, **; booking #**********. The scheduled departure time was 0850 on Monday, April 1st. This was to ensure enough time to reach my desired destination and then be transported to a local rental car location for vehicle pick up and reach my associates hotel for their retrieval by check out. Unfortunately a two-hundred fifty-six minute delay in Greyhounds arrival time required those waiting to purchase an additional night's lodging as sitting in the hotel lobby for over 4 hours wasn't allowed.

  Business response

  04/09/2024

  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.
  
  Regarding your concern, we regret to inform you that we are unable to honor your refund request as 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.
  
  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

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/28/24 I mistakenly purchased a ticket from Greyhound at the wrong location and wrong time for my daughter to depart from ******* ** and arrive in ********* **. I called customer ********************** to exchange her ticket for the correct location and time. The agent stated that the ticket could not be exchanged and that I would have to purchase a new ticket for the correct time and location. She stated that she could cancel the ticket I didn't need and I'll get a refund and the new ticket would be $66. I told her to cancel the ticket and I'll purchase it online because I did not have time to wait for her to process the new order. After seeing that both charges posted to my card and I never received a cancelation email, I contacted Greyhound customer ********************** via email. They stated that the ticket was nonrefundable. I sent screenshots of their policy that's posted on their website that I can cancel 15 minutes prior to departure and instantly get a refund. After several back and forth messages with Greyhound Customer **********************, they refused to honor their refund policy and their cancelation policy that is posted on their website. I want them to honor their very own policy that's posted in clear English writing.

  Business response

  04/10/2024

  Thank you for taking time out of your busy schedule to share your thoughts.
  
  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.
  
  Regarding your concern, we would like to apologize that rebooking and cancellation of tickets should be done 15 minutes before the departure time. It should be done via our website at www.greyhound.com, or by calling our fares and schedules department at this number: **************. We apologize, but we can no longer accommodate your request since the ticket is already null and void.

  
  We are certain your future experiences with Greyhound will demonstrate our commitment to provide quality customer **********************, and we look forward to serving your travel needs.
  

  Customer response

  04/10/2024

  I am rejecting this response because:   The response given does not align with what is written on the company's website. The company's website does not states that refund is available only if the company cancel or the company delays the departure. It is written " You can cancel your ticket up to *********************************************************** the form of a voucher which you can use on a future trip". Any other language or written terms contrary to this is misleading and deceitful. I wish to be refunded based off of this bold written Refunds policy.

  Business response

  04/10/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We have received your refund request. Please be advised that the ticket is non-refundable, which there is no refund value once the travel date and time has passed. 
  
  However, according to our refund policy "you can cancel the ticket up to *********************************************************** form of a voucher which you can use on a future trip". As a gesture of our commitment to you, our valued customer, we will make an exception to offer you an Electronic Travel Voucher in the amount of $48.98. 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 via e-mail at ********************************************************** and refer to the following case number ******** in order to complete the process.
  
  We look forward to serving your travel needs.

*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. ↩