ComplaintsforGreyhound Lines, Inc.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was leaving ******** to go to ***** for a court date. I was late to do to Greyhound, delaying my travel on the way there. They would not give me a refund for that trip for my trip back from there to ********. They delayed my bus trip another two hours, which made me miss another bus to get home in time to get my child from school and I am not receiving a refund for that either and both delays were their fault I highly believe they should refund the entire trip amount. this has been such an inconvenience. I ended up getting sick because I had to stay outside in 18 weather through a snowstorm. Because I did not have the money to get a hotel room being I ended up having to stay longer than expected due to greyhounds delays.

  Business response

  04/05/2024

  Thank you for reaching out to us and we apologize for the delay in responding to your email.
  
  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, a check refund in the amount of $88.39 was processed on March 25, 2024. The check will be mailed to you within ***** business days.
  
  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.
  
  
  

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ticket to ******* ********** from ********** ********** on March 22, 2022 for approximately $93. I was under the impression given the information provided by greyhounds website and it's partner Flix buses website, that I will be getting a double-****** bus with a panoramic view. I actually paid for extra seat for my return journey to enjoy this luxury. For whatever reason greyhound felt the need to dispatch a totally substandard and barely operating coach. (that actually shut down in the middle of a wet road in route to ******* )As you can tell from the photos that I provided, this particular coach had duct tape around one of the exterior windows . After seeing the bus that pulled into the ********** station, I was immediately agitated , and it ruined my entire trip. I tried to contact greyhound via telephone and Flix bus, but I was constantly met with customer ********************** representatives who could barely speak English and we're flat out, nasty in disposition. I was told by greyhound that I was not entitled a refund even though they failed to provide the service that they promised and I paid for. Flix bus hid their hands completely and redirected all blame back on greyhound. I really don't care who runs their company now, but I would like my money back for their lies, and deceptive business practices. It's completely unacceptable to take peoples money lie about your service, and then refuse a customer a refund. They should be investigated and shut down. No telling how many other people they have done this to. The disturbing thing is I wish I had read the reviews from TripAdvisor and other similar sites totally advising against using their service. There is definitely something fishy going on between greyhound and this company. I can't put my finger on exactly what it is but it's definitely fraudulent and no doubt contradicts consumer protection laws.

  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.
  
  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.

  
  

  Customer response

  04/09/2024

  I am rejecting this response because:   *********** obviously excepts the fact that they failed to fully hold up their obligation to provide the services paid for ie; the correct bus model advertised. The bus that was provided was the wrong bus, and was not even in safe, working order. Contrary to their statement this was fully under their control. In conclusion, I feel it was a egregious, unprofessional and against good customer ********************** practices to falsely advertise anything; take delivery of a customers money, and refuse to provide the same service or refund. Admittance of failures to fully provide safe vehicles should be addressed as well as a separate matter with a separate entity. Pretty disturbing that such a big name in the transportation industry would be operating under these conditions. Unsafe, unreliable, unprofessional and to be avoided in the future. 

  Customer response

  04/09/2024

  I am rejecting this response because:   *********** obviously excepts the fact that they failed to fully hold up their obligation to provide the services paid for ie; the correct bus model advertised. The bus that was provided was the wrong bus, and was not even in safe, working order. Contrary to their statement this was fully under their control. In conclusion, I feel it was a egregious, unprofessional and against good customer ********************** practices to falsely advertise anything; take delivery of a customers money, and refuse to provide the same service or refund. Admittance of failures to fully provide safe vehicles should be addressed as well as a separate matter with a separate entity. Pretty disturbing that such a big name in the transportation industry would be operating under these conditions. Unsafe, unreliable, unprofessional and to be avoided in the future. 

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was traveling with my daughter ********************* from ******** on 3/22/24. We arrived to the station. The employees announced twice for us to take the bus to door #**. There was at least least 20 other passengers ready to board. We were to board at 11:30pm. We came from ********** and had to grab train and taxi to get to Greyhound and then had to return the same way. They did offer us to reschedule. However, my plans was to go on Friday and return on Sunday. I couldn't do a round trip because i was planning to spend some time with my elderly mother and she was to return to ******** with me on Sunday (*******************************). Again, I stress, I was not able to do a round trip as I needed to return with the mother. Therefore, when the trip that Greyhound cancelled on Friday at the last minute, that I had to travel to get the bus in the middle of the night only to return without going to ******. This means that I can not be in ****** and travel back to ********. Greyhound inability to get me to ****** directly resulted in my inability to be in ****** to catch the Sunday trip back let alone return with my elderly mother. I called customer ********************** on 3/**/** around 2pm and spoke with *********. I also spoke with her supervisor ***** (unsure if name spelled correct as he was very hesitant to provide it to me). Both told me I had to pay a difference of 140+$ to reschedule as because it was not a round trip I pretty much had to repay for my trip. I am requesting the cost of the trip and compensation for my hardship from being cancelled last minute with Greyhound. (email sent at 11:47). The cost of the Sunday trip with my mother is ******. My mother is elderly 73 yrs old and has dementia. She can not travel alone. I was to assist her. I was to be in ****** by Saturday morning with the Greyhound schedule. They cancelled, I could not be there. I shouldn't have to incur the cost that resulted in Greyhound failure to meet their end. Customer ********************** was rude. ****************************

  Business response

  04/05/2024

  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.
  
  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.

  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.
  
  

  
  

  Business response

  04/12/2024

  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.
  
  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.

  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

  04/12/2024

  I am rejecting this response because:   I can not stress enough that it is directly because of the business cancellation of my trip that resulted in my not being available to take the return trip back. As courtesy even if you refused to give me a return, the company should at least credit or provide a free one way trip of my choosing. But I guess with having a monopoly and feeling that customers don't have too much choice when traveling by bus you can squeeze them this way. I get the weather caused the cancellation, but it is still a cancellation that affected your customer. This is poor customer **********************. Not everyone have the funds that flows out of their pockets. If we had means we would fly or drive not rely on your services. 

   

  Business response

  04/25/2024

  Thank you for reaching us back.
  
  Regarding your concern unfortunately, we are not always able to provide a resolution the customer would like. We are unable to honor the request due to ticket restrictions as services were still 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.
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I missed a job opportunity in in ***** ******** due to greyhound buses not showing up or calling in routes taken me back and fwd to the same bus stations and waiting 12 hrs at them

  Business response

  04/18/2024

  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.
  
  We wish we could have been more positive with our response and hope that we can serve you again soon.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took Greyhound from ** last night and when I got to **, my nice suitcase was stuck to someone elses. The driver just walked away, showing no concern at all. I was very upset. The suitcase had belonged to my mom. Part of the zipper broke off. I want them to refund my money and pay for fixing the suitcase. It is also torn a bit on the side.

  Business response

  04/02/2024

  Thank you for contacting our office with your concerns. We sincerely apologize for the delay in responding to your email.
  
  We know this can be a very frustrating time for you. On behalf of Greyhound Lines Inc., we apologize for
  this inconvenience. We will make every effort to provide you with service to which you, as valued customers, are entitled.
  
  In response to your concern, please be advised that starting August 4, 2020, Greyhound Lines Inc. expressly disclaims liability for any lost or damaged belongings. We apologize we cannot honor your request for refund.
  
  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

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday March 5th and Wednesday March 6th of 2024, I traveled on Greyhound Lines, Inc. from ******, ** to *******, **. The Booking Number for this trip is ************. The cost of my ticket was $135.36.I'm filing a complaint to the Better Business Bureau because my travel experience on Greyhound was so unsanitary that I had to receive emergency medical attention once I arrived in *******. The medical attention needed was a breathing treatment. Initially, I was apprehensive about traveling on Greyhound because the company has an unreasonable policy of giving NO REFUNDS on bus tickets. After listening to an automated message on the company's customer ********************** line, though, I felt a little more at ease about booking my trip. In the automated message, Greyhound boasted about "enhanced measures" that had been taken to disinfect their bus terminals. These measures were Greyhound's way of saying that their "customers' safety and happiness is a priority" for the company.Contrary to the "enhanced measures" boasted on the company's customer ********************** line (and customers' safety and happiness being a priority for the company), every Greyhound bus terminal that I entered into on March 5th and March 6th of 2024 was smelly, grime, and nasty. Every bathroom stall either had unflushed urine or f**** left behind in the toilet, which made it impossible to use the facilities when needed. This level of service is unacceptable. I've already contacted Greyhound Lines, Inc. to file a formal complaint. However, the company was unresponsive to my concerns and refused to refund me for my ticket. Their lack of interest in this matter left me feeling like a victim of "false advertising" or a "bait and switch" scam.At this time, I'm asking for the Better Business Bureau to assist me in getting a refund in the amount of $135.36 returned back to the debit card that I booked the trip with.Thank you in advance for your help in this matter.

  Business response

  04/03/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services. We are never satisfied when a customer ************************* complaint or displeasure about the way he or she is treated or served, and we regret you having an unpleasant experience.
  
  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 want to extend our sincerest apologies on behalf of Greyhound for the inconvenience this has caused you. Please be assured the circumstances you reported are being taken seriously and documented for immediate action.
  
  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

  04/03/2024

  I'm rejecting the response from Greyhound Lines, Inc. because my travel experience forced me to seek medical attention on numerous occasions from March 7th of 2024 through March 18th of 2024. My medical diagnoses were a result of having direct contact with Greyhound's unsanitary facilities. And the medical attention I received cost more than the Greyhound bus ticket. Please review the attached medical records and refund me the cost of my ticket. Thank you. 

  Business response

  04/08/2024

  Thank you for reaching out to us, and we apologize for the delay in responding to your email.
  
  We want to assure you that your concerns have been heard and documented for proper action. We take all feedback seriously and will do everything we can to ensure that your experience with us is a positive one.
  
  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.
  
  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.
  
  

  Business response

  04/08/2024

  Thank you for reaching out to us, and we apologize for the delay in responding to your email.
  
  We want to assure you that your concerns have been heard and documented for proper action. We take all feedback seriously and will do everything we can to ensure that your experience with us is a positive one.
  
  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.
  
  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.
  
  

  Business response

  04/12/2024

  Thank you for reaching out to us, and we apologize for the delay in responding to your email.
  
  We want to assure you that your concerns have been heard and documented for proper action. We take all feedback seriously and will do everything we can to ensure that your experience with us is a positive one.
  
  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.
  
  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

  04/12/2024

  
  I am rejecting the response from Greyhound Lines because my travel experience forced me to seek medical attention on numerous occasions from March 7th of 2024 through March 18th of 2024. My medical conditions were a result of having direct contact with Greyhound's unsanitary facilities. My medical care included several breathing treatments, a prescription for several albuterol inhalers, and a prescription for an antibiotic. My medical bill, ultimately, exceeded the cost of the bus ticket. And that's not fair. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, March 5th, 2024 and Wednesday, March 6th, 2024, I traveled from ******, ** to *******, ** on Greyhound Lines, Inc. The Booking Number for the trip that I took is ************.I'm reaching out to the Better Business Bureau today because I experienced cruel and inhumane treatment for the 32 hours I traveled with Greyhound Lines, Inc., and I feel like I threw $135.36 out the window. When I started my search for bus ticket prices on Saturday, March 2nd, 2024, I didn't know what to expect by traveling with Greyhound Lines because the company does not offer refunds on their bus tickets. But after hearing an automated message on the company's customer ********************** line, I felt a little more at ease about booking my trip. In the automated message, Greyhound boasted about the "enhanced" measures they took to clean and disinfect their bus terminals and making customers' "safety and happiness" a priority. To my surprise though, the automated message turned out to be a deceptive business practice that's often used in "false advertising" and "bait and switch" scams. I say this because every Greyhound bus terminal that I entered into during my trip (whether it was for a rest stop or to change buses) was absolutely disgusting. The floors were dirty and needed mopping. And every bathroom stall either had unflushed urine or f**** left in the toilet. To add insult to injury, all the bus drivers I came in contact with was rude to me. This is unacceptable service. I've already contacted Greyhound Lines to complain about this issue, but the company was unresponsive and refused to refund me for my ticket. At this time, I'm asking for the Better Business Bureau to assist me in getting $135.36 refunded back to the debit card that Trip # ************ was made with. Thank you in advance for your help in this matter.

  Business response

  03/28/2024

  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 despite the inconvenience on your travel. Therefore, we are not able to honor your refund request.
  
  Once again, we apologize for the inconvenience.

  Customer response

  03/31/2024

  I am rejecting the response from Greyhound Lines because my travel experience with the company forced me to seek medical attention on numerous occasions from March 7th of 2024 through March 18th of 2024. My medical conditions were a result of having direct contact with Greyhound's unsanitary facilities. Please review the attached medical records and rule a decision in my favor. Thank you. 

  Business response

  04/02/2024

  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 wish we could have been more positive with our response and hope that we can serve you again soon.
  
  

  Business response

  04/02/2024

  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 wish we could have been more positive with our response and hope that we can serve you again soon.
  

  Customer response

  04/03/2024

  I'm rejecting the response from Greyhound Lines because my travel experience forced me to seek medical attention on March 7th of 2024 through March 18th of 2024. My medical diagnoses were a result of having direct contact with Greyhound's unsanitary facilities. And the medications that were prescribed to me cost more than the bus ticket. Please review the medical records that have been attached and insist for the company to refund my money. Thank you. 

  Customer response

  04/08/2024

  I am rejecting this response because:   

  I'm rejecting the response from Greyhound Lines because my travel experience forced me to seek medical attention on March 7th of 2024 through March 18th of 2024. My medical diagnoses were a result of having direct contact with Greyhound's unsanitary facilities. And the medications that were prescribed to me cost more than the bus ticket. Please review the medical records that have been attached and insist for the company to refund my money. Thank you. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****

  Business response

  04/01/2024

  Thank you for contacting us with your concerns.
  
  Our records indicate that a refund for booking number ********** was processed back to the purchasing account on March 15th in the amount of $15.25. Please allow us 7 to 14 business days to be reflected.
  

  We look forward to serving your travel needs.
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday, I purchased a ticket from **********, ** to *******, ** for the amount of $148.45 that was scheduled to leave on time at 4:10 pm Thursday, March 14th. My significant other and I made it to the bus terminal approximately 20 minutes before he was supposed to board the bus. He went into the bus terminal and asked the attendants (not affiliated with Greyhound) about which bus he was to board and was told to board the wrong bus that left a few minutes earlier before scheduled. We ended up calling Greyhound to explain what happened and there is any way we can reschedule for another day. We were told by customer ********************** at ******************** due to the bus arriving on time we would be able to do so. My significant other and I continued to explain we were told he was supposed to be on a totally different bus, yet no matter how much we explained, customer ********************** still wouldnt budge. At this point, I would like either a voucher or my money back. I think its highly unfair for Greyhound to take customers money and refuse to at least work out any resolution to rectify situations. All I want is for my significant other to get on the bus to go visit family and take care of his sick mother. This is highway robbery at its finest.

  Business response

  04/01/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of the passenger travel plans and apologize that this happened.
  
  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 $148.45. 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.

  Customer response

  04/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took Greyhound from *********, ********* to ******* ** . Bus broke down 3x on side of highway putting myself and others in ***** way. Bus was nasty, hottt and stink. Bus was not pretrip before are departure. Rude driver , rude customer interaction when requesting refund. Last break in ************ ** . Myself and others caught Uber to *******. Try to resolve with greyhound and was told no refund for any reason even if its there fault and put us in ***** way.

  Business response

  04/01/2024

  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 delays on your trip. Therefore, we are not able to honor your refund request.

  Once again, we apologize for the inconvenience.

*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. ↩