Greyhound Lines
Reviews and Complaints

(originally written to Greyhound)

The original bus that I was supposed to leave on was set to depart at 11:00 PM on 9/16/2018. Due to delays the bus did not depart until 6:50 AM from New York City (Bus number 1651) .

When arriving in PA the bus driver that was assigned informed to leave our belongings on the bus while it was serviced.

When attempting to re-board I was told my E-ticket was no longer valid, and after expressing my frustration to the customer service desk I'd been told I should have taken my items off the bus. After inquiring why this was I was not given an answer. As I have general anxiety disorder this threw me into a panic attack, and without provocation to either the driver (Operator Harvey) or the customer service agent (Tierra *no last name given) or the desk operator (Annabell *No last name given) treated me with respect, of any kind, during our interaction, while I did nothing to provoke such treatment.

Further proof of this was witnessed by other passengers, which will be noted below, as well as to the proper channels outside of your company.

Officer Harvey accosted a customer with profanity then after. The customer, William (EXCLUDED), was also on the NYC bus that had over 5 hours of delay. When expressing frustration in conversation on the bus, Operator Harvey told him to "Shut the F*** up." Pulling him off the bus and threatening to leave without the customer, similar to my treatment.

After calling the customer service line 18 times, as confirmed on my phones outbound call log, I was given to Tierra, who explained to me also that I should have been told to take my belonging off of the train. Tierra advised that I could call customer service for a full refund, a fact of which I also have documentation of.

I was later told that I have no recourse, and that there is no service offering but the voucher I was given which can only be used for the same profane, abusive, and discriminatory service I've been given thus far.

Witnesses on Bus 1651:
(Not mentioned for this review)

Thank you for reviewing my complaint.

the clerk stashed my bag by itself on the drivers side and said that here's all the baggage theirs no more so I panicked and shouted hey wheres my bag the bus driver said look on the other side and there it was by the rear tire I called the attendant out on it and said you tried to steal my bag that's all I said and I left it alone while waiting for my connection he (the theft) was taunting me making non verbal hints like staring me down nodding his head up and down as if to say yea I'm gonna get you just you wait and see so when I bored the bus I watched them put it in then got on the bus they had the doors up so you couldn't see them thru the glass when seated when I got to my destination my bag was in a different spot and the attendant when we were backing out was giving me the thumbs up and grinning at me he wanted me to know that he achieved what he set out to do so be careful and look out for a 6'to 6'2" black ([censored]) with missing teeth in the front of his mouth at Richmond Va downtown

I got a bus ticket from Ohio to Oklahoma my schedule was ill leave at 12:30pm I'll arrive in Oklahoma at 9:20am. My 1st bus took 2hrs after my leave time because the driver wanted to be sure he didn't leave anyone my 2nd stop after waiting for over 3hrs. greyhound didn't even have us a bus going where we needed to. so my schedule had a 5hr delay in IN when there was about 3 bus going to my next stop. I'm very disappointed with my ride on grey hound I did not receive anything for my troubles or my time when I should have of already been in Oklahoma at 920am. .. I think grey hound could work on better customer service and get more bus driver who want to do there job and get us there quickly and safely... I feel like I should of gotten something for my troubles or half my ticket refunded back to me...

This is regarding a case that I have already opened with one of the greyhounds's customer service agents . The case # 271542 which is in the name of Ziad kablawi, bus itinerary #[protected] travelling from London, Ontario to Toronto Pearson airport .

Unfortunately, the bus couldn't make it on time. It was supposed to arrive at 12:30 pm, but was delayed 1 whole hour. I arrived at 1:30 pm to the airport . Upon arrival I was told that the baggage check- in has closed because of the bus's delay in arriving on time . I had to buy another ticket .The first ticket cost me $600. After begging the airline agent to give me a discount because the delay was not in my hands, she was kind enough to bring it down to $210.

Now as a frustrated customer, I was told by one of their agents that I should expect a bus ticket refund ( worth $50)and not an airline ticket refund because the bus arrival time is only a time frame . Does that make sense? I would understand a delay of 15-20 mts - not one whole hour . They want me to hold full responsibility for the airline fare charges .

I am writing to you with full expectations that I get a full airline ticket refund of $210. The reason i chose to ride with greyhound was to save on long-term parking charges otherwise I would have driven all the way with my car to Toronto.

Hoping to hear some good news from your side

Best regards,
Ziad kablawi

My brother called me at 545 am on 9/11 saying that his trip which was at 935 am was cancelled and I never cancelled it cause I bought the tickets.. well I'll called around 630 at the customer service station and two ladies told me there was just a glitch and that it happens all the time ... they said my brother was going to be on the bus and not to worry... my brother called me at 930 told me the bus driver told him he could not board because he had a cancelled ticket .. didn't even let him try to explain that he had talked to customer service they just told him no and to get off... and then I had to call and they kept sending me to different people and the last one I talked to was the first one I talked to in the first place

I purchased a ticket online for today from Altoona PA going to Pittsburgh PA leaving out at 2:30 I called corporate and told them the city bus where I'm at was running late and I wouldn't make it on time to get on bus I was told to contact the Altoona PA station and it's up to them if they will change the time it all depends on if there is room on bus I did call for HR no answer I left messages no call back know there telling me I have to pay for ticket I don't think I should when I did what was said to do

Never will I take greyhound bus lines again. The bus was in poor shape and the smell was over bearing of urine and feces. The bus station bathrooms were in such poor condition and every single toilet was clogged. People sleeping on the ground everywhere and station attendants were like prison guards the way they talked to people where degrading.
The bus driver was extremely rude by downtalking to the customers. Even left a man at the bus stop by leaving 20 minutes early. Felt bad for the poor guy... looked like a good college student trying to get home. The driver never announced it was okay to get on the bus or what we were suppose to do. She just yelled at people and told them to get back in their seat when we had stops so everyone was extremely confused if it was actually a resting spot or just a quick pick up or drop off spot. The seats are not comfortable and you slide off of them. One guy called it the "slip & slide seat". I am not sure how greyhound stays in business with such poor customer service. I mean after all we are paying customers! Greyhound, you need to get it together! We deserve better services from you!

very hurt and disappointed with this company. Today I went to the Queen group concert in Las Vegas, and soon after I would take a bus to Los Angeles ... I was wearing a dress and makeup, just because I had just left the show. When I arrived at the bus station to board, a lady with short red hair asked me to get off the bus, that I could not travel because I was suspected of being a prostitute, because of my clothes. I felt very embarrassed. She judged me in front of everyone and did not ask me anything, just asked for the security to withdraw me. I did not do anything wrong and honestly I do not think my dress has any problems. We were informed that this lady is the bus driver. I just want to register the very low attendance, some very few officials and say that I do not recommend it to anyone. I'm filing a lawsuit and I want to be reimbursed for the inconvenience and humiliation I've been through, and also for the hotel daily I lost in Los Angeles and the money for the tickets.I have diabetes and I take insulin, and this whole stress made me feel very bad.

Our Bus has been broke down for almost 3 hours now and no one has come by to fix it or pick us up to take us to the next stop. There are women, Children, and Elderly on here. We have no Heat nor A/C. We are stuck in the middle of nowhere. Y'all need to fix y'alls buses. This is ridiculous. I am scheduled to be in El Paso in 2 minutes to pick up my 3 year old daughter and still have 2.5 hours til my destination.

Dear Greyhound,

I am writing to complain about your bus service. I took the bus from Los Angeles on September, 3 at 11:15 pm.

Unfortunately the bus broke down at Salina, between 6-6:30am on September, 4.
I immediately went to complain to both the guy in the station and the customer service on the following number: +[protected]. There was a complete lack of cooperation from your service. There was no information on what was going to happen, and when.
After almost 5h of waiting with no news my friend and I decided to rent a car, to get to our final destination. The total cost of the car was: 171$.
It would therefore be greatly appreciated if you could start taking responsibility for your actions, find a way to pay back your mistake.
Hoping to here from you soon,

Best regards,

Willem de Pesters

I purchased a bus ticket for my mother in law and I choose the option eticket. I did not understand clearly how to pull up my eticket to show the customer service agent. He was incredible rude and sarcastic and said that what I was showing him was not an eticket and that I was supposed to print it out since the button said to Print It Out. He rambled on about not being able to print it out at the station. I opened my emailed in front of him and asked him what I was supposed to do next. He then started speaking to us nicely and said that actually there is a way he could look it up. He found the ticket and printed it out. Then we needed to pay for a second bag and realized that my husband forgot his wallet in the car. While we were getting it out of the car the customer service representative continued to complain to my mother in law and daughter saying we were holding up the line and he had other things to do. It didn't take us more than 3 minutes to be back with the wallet. The only couple waiting had a simple question and didn't need any assistance from him. When my husband and I came back with his wallet he changed his attitude and was nice. This was so unprofessional and absolutely horrible customer service. It is already stressful enough traveling for my sick mother in law and then to have it start out with extremely poor customer service. I have spent my entire working career in customer service and there is absolutely no excuse to treat customers so badly.I think that he should probably consider changing career fields if this is how he treats customers. His agent number is 8502. I truly hope this is a conversation with this agent. It truly ruins your day to be treated like this.

Upon boarding bus from Sacramento to reno after earlier problems with restroom I discussed in prior complaint as we were going along the seats behind the wheelchair of mine kept creeping closer and closer to seats in front of me when we stopped in truckee the seats had closed up to the point my knees were up into my chin when I advised the driver she fooled with the seat momentarily and said nothing can be done at this time now hear I am titanium rod in left femur left hip screwed in place left clavicle still not healed fully and 3 compression fractures disc in lumbar area as well left heal still healing from 2 reconstructive surgeries and c4 yhru c7, discs in neck still in healing stage from motorcycle accident August of 2017 and here I again had to tell the driver the solution to the problem not only that I had to get down on the floor to release the belts holding wheelchair from rolling around than had to rehook the safety belts to the chair myself now thru all I have been thru I feel a refund is not asking too much at this time

I booked passage on Greyhound from London Ontario to Ottawa Ontario and return trip on August 11, 2018. I was travelling on August 24th, and again on August 27th. I have travelled on Greyhound many times in my lifetime. I believed it was a pretty good service for the most part. Until now. My first complaint, the bathrooms at all 3 stations - London, Toronto and Ottawa are absolutely horrible. I don't expect them to smell like a rose garden, but they shouldn't smell like an outhouse or uncleaned portapotty either. Also 1 wheelchair accessible bathroom on the main floor in the Toronto Station is hardly adequate!

I arrived at London Greyhound terminal at 8am for my 8:30 bus, since it was an express bus I went and sat in the red seats. The protocol I knew from my last Greyhound trip to Toronto a few years ago. I waited patiently for a Geryhound rep to come by and check my ID and Ticket and to discuss boarding process as I walk with a cane due to mobility issues and wanted to see about being one of the first people on the bus so I could more easily pick my seat. At 8:25 am there was an announcement over the P.A. System that the express bus to Toronto was now boarding at Gate 8. No Greyhound employee bothered to see if there were seniors, children or disabled that should have been boarded first. I thought, oh maybe Greyhound has discontinued this process.

But when I arrived in Toronto, low and be hold there was not one but 2 Greyhound employees doing the express boarding procedure for the bus to Ottawa. I was asked to take a seat for a few minutes by Avril, who I have to say is a very pleasant person to deal with. She approached me and told me to go wait at gate 1 to board the next Ottawa express bus. My bus left on time, though due to heavy traffic on the Don Valley Parkway and the 401 we got behind schedule. Arriving in Ottawa after 5pm.

I booked an overnight return bus trip for August 27th from Ottawa to London. The bathroom was the first problem, the stalls are awkward to get into and neither are truly handicapped sized. The odor in there could take your breath away. There was no instructions on which gate the bus would be boarding at, and since there is 2 - Toronto Local and Toronto Express, it is confusing! After several people lined up at gate 8 I thought I should inquire with the only Greyhound employee I could see. I did not get her name, although she ended up being the driver of the bus from Ottawa to Madoc, ON. I inquired which gate to board the bus at, and my cane was very clearly visible. I was told Gate 8, I was not informed to remain by the front of the line in order to board with seniors etc. I joined the long line, and we boarded. The driver once ready to leave the depot informed passengers in the seats behind her and by the door as well as those directly behind them that they had to turn their cell phone lights off. There was no explanation given for this just a blunt "Turn your cell phone lights off". As we got going, once of them must have been using their cell phone and she barked at them "I said turn your cell phone lights off".

The lack of good customer service in Ottawa and London is very upsetting. People with disabilities shouldn't have to approach staff and request to board the bus ahead of others. At all Stations it is should be a rule that staff approach passengers with walkers, canes, etc and suggest they go to the front of the line to board ahead of others. This is how it is done with Via Rail, and at every Airport I have been in! As ridership with Greyhound is decreasing, keeping customers happy should be priority #1 and good customer service is a good way to keep customers happy. I can tell you that this passenger is not happy with the customer service I received. And the way Greyhound London and Ottawa treated this disabled passenger is terrible. And it has made me definitely consider not taking Greyhound in the future when I travel.

I was catching the 8:45 bus from Sacramento to San Jose with a connector out of Oakland on Tuesday, August 28. At about 8:45, the desk person announced the bus was late and would arrive shortly. At 9:10 a.m. the same person said the bus was 10 minutes out. 20 minutes later, she announced that it will be 11:00 o'clock because they had no drive for that route.
I was pretty mad about that time. No apology, sorry for the inconvenience, they just flat didn't care. When a bus did arrive, they said it was going to San Francisco. I asked if I could change busses there for San Jose and they didn't even know. Told me to take my chances. Now I am enraged. No more buses to San Jose out of Oakland. GREAT.

I take the bus to San Francisco. New terminal. Never been there before. Finally get to your ticket desk and they tell me the San Jose bus left 20 minutes ago and there were no more until 10:00 p.m. It is now 2:00 p.m.. S...t. My phone battery was dead and couldn't make a call. A nice AC Transit man was kind enough to help me arrange a ride home to San Jose via Yellow Cab. $200. I had no choice. This experience has caused me to bad mouth Greyhound from the rooftops. Your people simple do not care and that is sad for your business. I normally do not do this bus I was a point of anger I had never had before. Wanted to write you and say I will never use you again. I am sorry to do this, but you need to know. You won't miss my dollars, I realize that. You need to hold classes about customers relations because yours sucks.

Sincerely
Monte Hamilton.

I am a tourist from China and planned to take a bus trip to New Haven, Boston and Rhode Islands from New York during Aug 21 - 26 with my son.

I booked all bus tickets on the busbud website. The first ticket to New Have is Aug 21.sche 3464 departure time 12:01pm. We arrived at the boarding gate 82 at around 11:50am seeing couples of people waiting at the gate as well.

Since no bus was there we all thought the schedule was delayed as usual and we just kept waiting on the line until at around 12:30 one terminal working guy came to tell us that the bus had already left.

I called greyhound custom contact number and the customer service person just told me the bus left 15 minutes earlier than the departure time and asked me to change to the next schedule.

I have never experienced such an awful situation in my life: first, the bus left 15 minutes earliee; second, no.any schedule signboard information shown on the boarding gate; third nobody takes care of the passengers on the boarding gate.

I am writing to request the tickets refund on this schedule for you guys have broken the ticket contract and I was angry about the bad service offered by the PABT Terminal and greyhound customer call center.

For the rest of my bus trips most were delayed. I won't take greyhound any more.

Your prompt feedback will be highly appreciate.

My contact phone number: [protected]
My emailbox is [protected]@qq.com

BR,
Bin Chen

My trip started in Baltimore MD going to New York. When we boarded the driver did not call for priority boarding first and the bus was already crowded due to another bus not coming. I woul like a refund for the priority boarding because we had no priority. My husband has a Traumatic Brain Injury and had to sit 3 rows in front of me plus the AC doesn't work in the last row near the stinky bathroom.

Incident: the bus stopped about 3 hours after living the border and before St-Albans. All the passengers stayed in the bus. The bus driver did many calls to the company of Greyhound and without any result. Due to the hot temperature in the bus a passenger called the police of St Albans and a policeman bring us water. Finally the bus driver take che chance to go with the bus to St Albans. There, they repair the damage and the driver gave some eat to all the passenger. It was about 4 hours. We arrived on Boston after 10:00 pm. Because of this problem, my husband Robert Saurel and me Myrto Celestin, we want a refund.

. I had to wait 6 hours for a bus that never came and the manager informed us that we have to wait an additional 3-6 more hours because the bus broke down and they are trying to fix it before it arrives for our trip for New Jersey to Washington DC.

I am requesting a refund of my greyhound tickets and also my Amtrak tickets because I was forced to take a different form of transportation home due to your failures and mistakes.

My son's bus was delayed so he has to be transferred to a new one. I had scheduled for him to be picked up but I can't find what bus he'll be on and possible arrival time because nobody answers the phones at the station he's at. This is very unprofessional as I was given 4 different numbers for the office and after calling for hours and over a few hundred calls STILL NOBODY ANSWERS

First off why should an adult or anybody for that matter have to get the drivers own personal rules along with attitude. I am well aware of greyhounds speech to riders after boarding but I've heard quite a few drivers throw in and really give attitude to paying passengers like we are on a prison bus. Secondly I witnessed a young Asian gentleman ask a customer service agent at the counter did she have any idea why his bus and other busses were so delayed. The lady totally was unprofessional and rude to this gentleman and being that I was on line behind him she and a coworker talked about him like a dog after he left. She even made the comment that she doesn't have time for that cause she was working on overtime. Lastly there have been major delays on greyhound busses. I'm not talking the usual 30 min or so. I can't understand why is greyhound selling tickets if they are so understaffed. And why isn't anyone at counter or saying anything. You have hundreds of people waiting up to 12 hours and given no explanation. We have jobs too. And family and funerals and any other life event to make. It is not right to stand around in bus station and not be informed as to what is goin on. Every profession has to give some reason. Whether it's what's taking my order so long at McDonald's to where's my package at fedex