ComplaintsforGreyhound Lines, Inc.

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booking number **********. Worst customer ********************** experience ever. My 17 year old had a delay in his bus by 5 hours. The website says youre eligible for a refund after 120 mins and his delay far exceeded that and I was told we were not eligible. Not only was his first bus late, the transfer he would have missed so had to be rebooked. This left him alone in the middle of the night in a metropolitan area 3 hours from home for 5 hours waiting with his luggage. He is now arriving back to his other parent 7 hours later than planned on a holiday. He also did not have a functioning outlet at his seat so his phone died leaving his parents panicked for hours. I demand a refund for this awful experience

  Business response

  04/10/2024

  Thank you for contacting our office with your concerns.
  
  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.
  
  According to our records, your ticket has already been exchanged. Please be advised that the booking number ********** is no longer valid, and the new booking number is 3151062202.
  
  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.
  
  Please be advised that we have properly documented your concern and are taking the necessary steps to address the issue. We value your patience and understanding in this matter and hope to have the opportunity to serve you better in the future.
  
  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

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, 03/29/24, I rode the 7:25AM bus from ******, ** to ****, **, and then caught the transfer out of ****, ** at 10:25AM to Ft. *****, **. I wanted to write a formal complaint about the cleanliness of the bus I was on - it was so bad, every passenger was uncomfortable and verbally complained about how off-putting and unsanitary everything was. My complain is regarding the fact that this bus had roaches on it. A ***** climbed out of the vent next to the window I was sitting next to and then proceeded to fall on me. This level of uncleanliness is clearly some sort of health code violation, and this bus should not be in service. It is a center for disease. I am absolutely appalled; I brought this to the attention of the Greyhound Customer ********************** and asked for a refund, which is the minimum they could do in this situation. They denied my request and did not acknowledge the uncleanliness of their bus. This is unacceptable, especially since my tickets totalled $139.90 to ride in a garbage dump. My booking # was **********.

  Business response

  04/11/2024

  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.
  
  After carefully checking your case, we can see that you have cancelled your trip under the booking number ********** and got a voucher in return for the fare difference. However, the voucher amount of $28.48 with code REBKZ9X7T6AM is valid for 1 year, transferable, redeemable several times until credit is used up and can be redeemed on our website, mobile apps and over the phone by calling **************.
  
  Once again, we apologize for the inconvenience. 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

  04/11/2024

  I am rejecting this response because:   

  It is concerning that a bus that is clearly ridden with vermin is still allowed to be in service. This shows that the buses are not regularly inspected or maintained which raises safety concerns. Rather than work with me, and offer a full refund to my payment method, for what is clearly a health code violation, at minimum, I received nothing but ************************* and empty platitudes. I didn't even receive full refund on the voucher for this trip - this company took half for fees. It's poor customer ********************** at best, a scam at worst. I am truly surprised there isn't a class action lawsuit against this company. Your bus drivers were unprofessional, the stations aren't even staffed with people who can help when there's an issue, the wifi doesn't work (even though it's advertised as an amenity) and the bus is ridden with cockroaches, and likely more bugs that just weren't visible. You know it's wrong to operate this business in such a manner. 

  Business response

  04/23/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.

  We have received your refund request; unfortunately, the ticket you purchased is non-refundable, as stated in the terms and conditions at the time of purchase. We do apologize, but we are unable to honor your request. 
  

  In addition, we have noticed that you have already canceled your return ticket trip, and a voucher refund was already generated with the code REBKZ9X7T6AM, which amounts to $28.48. You may use this voucher for your next trip on our website or by calling our Fares and ******************** at **************. The voucher is valid for one year.
  

  Once again, we apologize that we failed to provide the level of service you expected and deserved. 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 needs.
  
  

  
  
  

  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/24/24 I had a Greyhound bus ticket leaving ******** to ******* for 6:05pm. The bus didn't arrive until 6:20 pm. When the driver pulled out, he backed into and hit the ******** city bus ****. We set on the bus for 1 hour. At that point I called Greyhound customer ********************** for them to change my ticket for the next day for 5am straight into *******. When I arrived the next morning. getting the bus, it smelled so badand very unclean. When we arrived at our first stop which was ************, I complained to a supervisor about the smell and how many stops the bus was taken when I was told by customer ********************** it was a straight drive to *******. I asked them what they ment by servicing the bus because it smelled so bad very unclean They said they could not do anything about it. When i arrived in *******, I got sick the following Monday I was sick and diagnosed with Covid 19

  Business response

  04/11/2024

  Thank you for taking time out of your busy schedule to share your thoughts.
  
  We want to express our deepest apologies for the unacceptable experienced. We can assure you that this is not in line with the standards we uphold for our customer **********************. We are taking this matter very seriously and we want to let you know that we are escalating this for appropriate action.
  
  Please be assured that we have documented everything that has happened and we are taking steps to ensure that this does not happen again in the future. We value your feedback and appreciate you bringing this to our attention.
  
  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.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 23rd I arrived at ******************************************** bus stop at 1140am to catch bus that was scheduled to leave at 1155am. The Bus stop is located at a dairy queen. I waited inside dairy queen because it was cold out side until bus arrived. I can see bus through window. The bus pulled up between 1154am and 1155am. As I grabbed my bags and lunch I bought from dairy queen bus and came outside bus pulled off. *** left at 1155am. The dairy queen ********* and ******* transporte public transportation bus driver all witnessed it. The bus driver did not even give me enough time to come out dairy queen. I'm guessing he didn't see me outside so he decided not to stop. I saw bus but couldn't catch up with it. So I contacted Grey hound bus customer ********************** thru email, website, and phone and asked them for refund or to reschedule my my ticket. They refused to refund or reschedule ticket because they said bus left on time. I told them the bus arrived at abought 11:55am and left at 1155am not giving me any time to even get on bus but they did not care and said there's nothing they could do. I called again and asked to speak to manager and the manager said something. I believe they are outsourcing a customer ********************** phone company across seas and prompt them to deny refunds or reschedule because everyone I spoke to sounded foreign and said exact same words as if it was a script. I also submitted a copy of my receipt with date and time from dairy queen proving that I was there before 1155am. They did no investigation, or anything to help. They just took my money and left me stranded at bus stop location and refused to do anything about it. My booking confirmation ID number is **********.

  Business response

  04/12/2024

  Thank you for contacting our office and we sincerely apologize for the delay in responding to your request.
  
  We received your request for a refund on your ticket with the order number **********. Please be advised that tickets are Non-refundable, which has zero refund value. Once the travel time has passed the ticket cannot be exchanged or used for travel. We apologize we cannot honor your request due to ticket restrictions.
  
  We wish we could have been more positive with our response and hope that we can serve you again in the near future.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ticket for my sister *************************** for March 19 booking number ********** leaving ******************* at 2 AM, they arrived in ******* and we're supposed to depart at 5:00 PM, After sitting at the bus station for five hours, I called customer ********************** and talked to a lady that took it upon herself to cancel the ticket, my sister was then called up to the counter and was giving another ticket booking number ********** that was scheduled to leave at 2 AM again that bus was delayed and ultimately ended up being canceled at 5 AM. at this point my sister has been sitting at a bus station by herself in ******* for over 12 hours and now had no ticket to go anywhere! I had no choice, but to purchase another ticket, ticket number **********. I have sent emails and have yet to get a response. They have given a voucher to my sister via her email for less than half of the price of one of the tickets. I have expressed to them that I am the purchaser and this is unacceptable! I have no plans on ever using Greyhound busing service ever again after the experience, my family has encountered. To have a young female sitting at a bus station in *******, ******* by herself for over 12 hours is absolutely unacceptable. A voucher does absolutely no good to our family.

  Business response

  04/17/2024

  Thank you for taking time out of your busy schedule to share your thoughts regarding our services. We sincerely apologize for the delay in responding to your e-mail.
  
  Regarding your concern, our records shows that a voucher has been issued in the amount of $195.51. We apologize we are unable to honor your request as resolution already provided. 
  
  Again, we apologize that our response could not be more favorable. We hope you will not let this incident deter you from using our services and trust you will give us another opportunity to prove we can be the most reliable and economical form of transportation to meet your needs.

  Customer response

  04/17/2024

  I am rejecting this response because:   The voucher offered was never agreed upon by myself, your policy states I am entitled to a refund OR voucher. I have not received let alone used a voucher so that can be cancelled at anytime. Also the $195 voucher is not sufficient as it does not reimburse for even one of the 2 tickets I needed to purchase for the exact same trip. This is unacceptable! 

  Business response

  04/23/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  After carefully evaluating your complaint, our records indicate that the voucher offered was accepted by the passenger ******************************* and it has been used to purchase a new ticket that the travel already passed. Therefore, we arenot able to honor your refund request since the compensation provided was accepted.
  
  Once again, we apologize for the inconvenience.

  Customer response

  04/23/2024

  This is absolutely unacceptable. To send a voucher to anyone besides the purchaser is ridiculous to me. If that's how you conduct business then I guess this is clearly a waste of my time. Very disappointed. I will never give you my business again. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/28/2024, My daughter was supposed to travel from *********, Tn to *******, ** at 12:25am and arrive at 5:50am. She then received a text and email that stated that the bus had been cancelled and she needed to reschedule. We called customer ********************** and they stated the bus was on time. About an hour or so later it was then delayed to 1:26am. My daughter was on time and stood in the ********************* until almost 5am and finally someone told them to reschedule after one bus and almost another had left going to *******. This is ridiculous and the only thing you can offer me is to change my baby ticket when she had to sit in that nasty bus station for all that time knowing that bus was never coming. Called into customer ********************** and no one had ANY customer **********************. This should have been free. No one cares that a young girl was sitting in a nasty bust room all that time with all that stuff going on inside and outside of it. I need someone to call me ASAP because Im sure you wouldnt want your own child sitting in one of your stations for that long. Or any station for that matter.

  Business response

  04/17/2024

  Thank you for contacting us regarding your concern. We are here to assist you in resolving the issue, and in order to do so effectively, we kindly request for additional information from you. Please provide us with the following details:
  
  Order ID:
  Passenger's name:
  Departure location and destination:
  Travel date:
  Email address and phone number:
  
  Your prompt response in providing the above information would be highly appreciated. We value your business and look forward to providing you with the best possible resolution.
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for a ticket to get stepson back home. He decided not to come and did not inform us. Contacted the company and was told we could not get anything back. This is a ridiculous response specially these times can't believe this company customer care and support is this terrible towards people

  Business response

  04/08/2024

  Thank you for reaching out to us, and we apologize for the delay in responding to your email.

  We have received your refund request; unfortunately, the ticket you purchased is non-refundable, as stated in the terms and conditions at the time of purchase. We do apologize, but we are unable to honor your request. 
  
  We wish we could have been more positive with our response and hope that we can serve you again in the near future.
  

  
  

  Business response

  04/12/2024

  Thank you for reaching out to us, and we apologize for the delay in responding to your email.

  We have received your refund request; unfortunately, the ticket you purchased is non-refundable, as stated in the terms and conditions at the time of purchase. We do apologize, but we are unable to honor your request. 
  
  We wish we could have been more positive with our response and hope that we can serve you again in the near future.
  

  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ticket and the operator told me that they had busses that could take me to **************. Then today (a day before my trip) I found out that the bus only goes to *******. I called to get a refund and was told that they will not refund my money.. Even though I didnt take the trip. - ****************, Non-US Agent. Talked to a supervisor and they said *******, Non- US Supervisor. Said that they T/C that I was not aware of is that the ticket is NON-Refundable. I explained that Im on my way out of town so because I have family members thats having a medical emergency and I need the money because I have to now drive to *******. I was still told that they would not refund my money.

  Business response

  04/08/2024

  Thank you for contacting us regarding your refund request.
  
  We are sorry to hear that you were unable to make the trip due to medical/personal 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 refund 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 in the near future.

  Business response

  04/12/2024

  Thank you for contacting us regarding your refund request.
  
  We are sorry to hear that you were unable to make the trip due to medical/personal 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 refund 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 in the near future.

  Customer response

  04/12/2024

  I am rejecting this response because:   This is fraud and a ripoff! They should have concessions for medical emergencies! Also, define print is ambiguous!

  Business response

  04/30/2024

  Thank you for reaching out to us, and we apologize for the delay in responding to your email.
  
  We have received your refund request; unfortunately, the ticket you purchased is non-refundable, as stated in the terms and conditions at the time of purchase. We do apologize, but we are unable to honor your request. 
  
  We wish we could have been more positive with our response and hope that we can serve you again in the near future.
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tickets to and from ********* to ************* Booking # ********** and Booking# ********** respectively. The bus from ********* to ******** was a no show. This was confirmed by the carrier. I sent an email to Grayhound requesting a full refund. I received an email denying my refund, the reason given was the :bus departed as scheduled. Its been a nightmare trying to get a refund for a bus that never came. Long hold times on the phone and horrible customer **********************. Many of us who catch busses as their means of travel are not diligent about issues such as the one outlined above. I can only imagine how much revenue Grayhound takes in from taking advantage of those who are not diligent about refunds. Grayhound needs to be investigated!!!I just need my refund of $220.92 and they are refusing!!!

  Business response

  04/08/2024

  We are writing to apologize for the delay and cancellation that occurred on your recent trip with us. We understand how frustrating it can be to experience such disruptions, and we sincerely apologize for the inconvenience caused.
  

  Regarding your concern, our records indicate that the refund was processed on March 27, 2024, for a total of $202.92 and was credited back to your purchasing account. However, if you have not received the refund, we recommend that you contact your bank for further assistance.

  Once again, we apologize that we failed to provide the level of service you expected and deserved. 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. We are writing to apologize for the delay and cancellation that occurred on your recent trip with us. We understand how frustrating it can be to experience such disruptions, and we sincerely apologize for the inconvenience caused.
  
  

  Business response

  04/12/2024

  We are writing to apologize for the delay and cancellation that occurred on your recent trip with us. We understand how frustrating it can be to experience such disruptions, and we sincerely apologize for the inconvenience caused.
  

  Regarding your concern, our records indicate that the refund was processed on March 27, 2024, for a total of $202.92 and was credited back to your purchasing account. However, if you have not received the refund, we recommend that you contact your bank for further assistance.

  Once again, we apologize that we failed to provide the level of service you expected and deserved. 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. We are writing to apologize for the delay and cancellation that occurred on your recent trip with us. We understand how frustrating it can be to experience such disruptions, and we sincerely apologize for the inconvenience caused.
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday Mar 23rd I had a return ticket from the *** to ***, I purchased for $54 for a departure time of 7:25 AM (booking number# **********). The bus was first delayed until 8:30 am, then 9:00 am. For more than an hour (10:30 am) there was no update on when the bus would be leaving - So i decided to take alternate option of taking train so I canceled in the counter and told I will receive refund I left the place thinking i will get a refund but they send voucher email , I do not want voucher since most of the time i use train after the bad experience not sure take another gray hound bus , So can you refund the money Greyhound's website states: "If you have experienced a departure delay of more than 120 minutes, you can request a refund." I have contacted them and they have offered no compensation at all. After 2 days i spoke to customer support , Horrible customer ********************** waited for 1 hr to talk to a supervisor Sandaler he listen to all conversation and he was not refund the money.

  Business response

  04/05/2024

  We are sorry to hear that your recent journey with us was disserted due to a delay. We understand that this can be frustrating and disruptive to your travel plans, and we apologize for any inconvenience caused.
  
  We regret to inform you that we are unable to issue a refund back to the original mode of payment. However, we can issue a $53.98 refund via check. Please provide us with your current mailing address at your earliest convenience so that we can send you the check.
  
  Once again, we apologize for the inconvenience. We hope you will not let this incident deter you from using our services and will give us another opportunity in the near future to prove we can be the most reliable and economical form of transportation to meet your needs

  Business response

  04/12/2024

  We are sorry to hear that your recent journey with us was disserted due to a delay. We understand that this can be frustrating and disruptive to your travel plans, and we apologize for any inconvenience caused.
  
  We regret to inform you that we are unable to issue a refund back to the original mode of payment. However, we can issue a $53.98 refund via check. Please provide us with your current mailing address at your earliest convenience so that we can send you the check.
  
  Once again, we apologize for the inconvenience. We hope you will not let this incident deter you from using our services and will give us another opportunity in the near future to prove we can be the most reliable and economical form of transportation to meet your needs

  Customer response

  04/12/2024

  I am rejecting this response because:  I do not receive any written response from Greyhound Lines, Inc.  or thru this portal

  Business response

  04/25/2024

  Thank you for notifying us of your complaints. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it's important for us to know.

  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 cancellations are kept to a minimum as far as possible.

  Regarding your concern, we had noticed that you had already canceled your ticket before the trip, and a voucher refund was already generated with the code REBFVNJBY2NM. We had also noticed that the status of the voucher was used.

  Once again, we apologize that we failed to provide the level of service you expected and deserved. 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 needs.
  
  

  
  

  Customer response

  06/10/2024

  I am rejecting this response because:   

  Waited for a while not getting the refund forcefully to use the voucher that also have an issue , The bus i booked on Jun 2nd started 15 min earlier without any notification and delay to reach newyork and missed the connection and waited for 1 hr to take another bus , with all disruption need to use the voucher i hope it will be compensate with refund may be helped to choose another mode of transport
  

*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. ↩