CHARELSTON, SOUTH CAROLINA -- Do not EVER and I repeat EVER take a Greyhound bus ride. They are nothing less short of the nastiest people I have ever had customer service with. I took a trip from Charleston SC to El Paso Texas. The ride started out fine until I got to Atlanta GA. At 11:30 we were supposed to have left at 11:35. When I got on the bus with my carry on bag that I was told by the check-in lady it was ok, the bus driver told me to put it under the bus. I did not have Greyhound insurance on that bag because it was never supposed to leave my hands. That bag has a $699 Camera in it, a $399 50mm Lens, and a $160 70-200MM Sigma Lens in it.
Then when I went to check the bag in and get back on the bus the bus driver shut the door on me and would not let me in and just stared at me for four minutes. I proceed to sit down two seats behind him the backup driver who was sick at the time was spraying Lysol on her seats and sprayed me in the mouth. After that she said "sorry" sarcastically.
As the bus started moving in motion the bus driver started with the rules and stated that there will be no use of foul language on the bus. The passenger next to me then stated, "What would be the punishment for using foul language?" The bus driver then replied, "You know what the punishment would be young man," in reference to me. I stated to him that that was not me who said that and the lady next to me said that it was her. The bus driver then proceeded to say, "Well ma'am if you are using foul language it must be because of the young man next to you and we would have to kick him off the bus."
After all that and finally arriving in Dallas a day later I watched them throw my bag on its side as they unloaded the carriage. They broke the focusing mechanisms on my 50mm, and on my 70-200mm where now you can hear springs popping loose and it sticks. They would only refund me $250.
WINDSOR -- I am writing to say thanks to Susan ** who helped me in a time of need. Here is the story. On March 13, I returned to the USA on Greyhound. I did not know that I had lost my wallet with my school ID, credit cards, health insurance card, and $221 until I was about to pay the taxi driver. Luckily the taxi guy is a regular and gave me time to pay. Even then, I had to borrow money to do so. I thought I would never see the items again until I got a message on Facebook from Susan. She not only had my wallet, but she made sure the items were returned to me.
Susan exemplifies unparalleled honesty, caring, and concern. She did not know that I had just defended my dissertation and had been invited to spend spring break to celebrate with my childhood friend in Canada. She did not know that I only had $12 in the bank and that my friend had reimbursed me the bus fare to Canada. What she did know was customer service and human decency that is equal to none! Needless to say, I was reunited with my belongings last week. I am really happy. Thank you Susan. I will never forget this favor.
Don't bother depending on timely departures. Out of Laredo, Texas the bus was an hour late. Also, the buses can be very old with no WIFI. One of my drivers wanted to share his religious conviction when using the loudspeaker to address the occupants. There is no other line that I know of between Austin and Laredo. Don't expect much.
KINGMAN, ARIZONA -- Okay, I'll admit it…. over the course of my 50 plus years, I have made some pretty stupid decisions. My focus, or lack thereof on education in high school and college, bad career choices early on and don't even get me started on my first two marriages. Often times, some of my bad decisions have been financially driven; you know to save a few bucks. I can't think of any decisions more idiotic than the adventure I experienced this past weekend. The following story I am about to share, believe it or not, is completely accurate.
With only a few days notice, I needed to travel to the Salt Lake City area from Kingman in Arizona to pick up a vehicle which had been loaned to a family member. Because of my job, I travel a lot by air and knew that booking a one-way flight on such short notice was probably going to be pretty expensive, also taking into consideration the fact that my wife would have to drive me to the airport in Las Vegas to catch the flight making it a round trip drive of over 200 miles for her which certainly added to the decision process. Still, I looked into flight options and at the time, a one-way fare was much more than I wanted to spend.
I looked into Amtrak which has a stop in Kingman but the schedule, the amount of transfers and the cost wasn't making this option very attractive. Then, I proceeded to check out Greyhound which also has a stop located here in Kingman. The bus fare, even on such short notice was reasonable. My wife told me “I really don't like that idea, have you ever taken Greyhound before?” I said “No, how bad can it be?” Trust me when I say it is really BAD!!!!
Disregarding my wife's warning, I went ahead and booked the ticket. The schedule indicated that I would board the bus at the stop in Kingman with a departure of 5:25 pm on Friday evening and after making one transfer in Las Vegas and a few stops along the way, I would arrive at my destination in Provo, Utah at 5:55 am Saturday morning. Travel through the night, get some sleep, pick up the vehicle when I arrive and make my way back to Kingman getting me home around 3:00 pm that afternoon, this should work great! Wrong!
On my day of travel, Friday, June 21st, I spent some time checking out the Greyhound website, reading information for first-time travelers, the new fleet of buses equipped with power outlets at each seat, on-board Wi-Fi, and thinking this was going to work out pretty well. I looked up the address of the bus stop and did a search on Google Maps to find the location which happens to be right where two large truck stops are just a few miles from my house.
I knew right where this was and assumed it was one of the truck stops as that would make sense. I did have a couple of questions though so I sent an e-mail to two different Greyhound customer service e-mail addresses that I could find. It is now Monday, June 24th and I still have yet to receive a response.
The information on the website indicates that you should be at the bus stop prepared to board one hour prior to the scheduled departure time. My brother-in-law ** drove me over to the address listed which turned out to be the McDonald's located between the two trucks stops…interesting!
That Friday evening, we arrived at 4:15 pm, well ahead of the scheduled time. Looking all over, I found nothing that referenced Greyhound until I noticed a small Greyhound sign hanging 15 feet in the air below the golden arches. ** and I sat in the truck waiting for the bus to arrive; the schedule indicated that Kingman was a meal stop so I expected the bus would arrive around 5:00. Well that time had come and gone, same with 5:25, the scheduled departure time. At 5:35, I got on the phone to call customer service to first make sure I was in the right spot and second to find out where the bus was. I am positive I was connected with an outsourced call center in the Far East.
The individual on the phone was very difficult to understand and at the same time he could not understand me. Frustration was starting to build while at the same time it was almost comical thinking about what my wife had said. What I could make out from the customer service agent was that the bus was delayed due to weather and that if it does not arrive within the next hour, I will have to catch the bus that departs Kingman at 5:30 am on Saturday morning.
6:30 pm rolled around and still no sign of the bus so I called the customer service number again. This person could not tell me where the bus was and suggested that I call the station in Flagstaff to see if they have any information as this was the stop prior to Kingman. The agent in Flagstaff had indicated that the bus was running late and had just left there 30 minutes ago. Flagstaff is approximately 150 miles from Kingman which means the bus is not going to arrive for another two hours, meanwhile I am supposed to be making a connection in Las Vegas on a bus that is scheduled to depart at 10:00 pm.
I called Greyhound Customer Service again telling them that my bus was not going to arrive in time to make my connection in Las Vegas and asked that they reissue my ticket for the bus that departs Kingman on Saturday morning, I will just go home and come back to catch that one. The agent said, “I'm sorry, we can't do that”. I then asked to speak to a supervisor and after being on hold for 15 minutes I was connected with **, agent number ** and supposedly a supervisor.
I told him that because their bus was late, I was going to miss my connection and that the next bus departing Las Vegas for Salt Lake City was not until nearly 8:00 am Saturday morning and asked if they were going to put me up in a room in Las Vegas to which he responded “I'm sorry, we don't do that”. Am I supposed to stay in the bus station for eight hours? Receiving no resolution whatsoever, including a refund on the ticket, I decided to wait it out.
The agent in Flagstaff was off a bit as the bus finally arrived at 7:30 pm. Turns out the Greyhound bus stop in Kingman is a gravel and asphalt parking space behind one of the truck stops and next to McDonald's dispelling that mystery. When the driver got off the bus, he announced to all of the passengers that Kingman was a meal stop that they will be there for 30 minutes.
I asked the driver if there was anyway that I was going to make it to Las Vegas in time for me to make my connection that departs at 10:00 pm. He apologized and said he was delayed in getting the bus in Phoenix and that it was overheating climbing the hill from Phoenix to Flagstaff causing him to be way behind schedule and that we won't make it to Las Vegas until about 11:00 pm. The bus by the way, was not one of these new buses described on the Greyhound website.
It was now 8:00 pm, the meal stop was over and the driver asked everyone to get on board. As the seating is first come, first serve, I had to wait until all of the current passengers got on board before I could. The driver was actually a really nice guy and the only positive thing about this experience, I wish I had taken his name but as the level of frustration was at what I thought was its peak, I was not thinking about offering any pleasant comments. He told me before we boarded that one of the front seats was open.
We got on the road a few minutes past 8:00 heading to a stop in Bullhead City, dropped off a couple of people and headed to Henderson on the outskirts of Las Vegas. The stop here appeared to be an abandoned convenience store, absolutely no lights whatsoever and as the driver described, not the best neighborhood in the world. A woman and her young child were going to get off the bus and the driver asked if their ride was here. She said that he was on his way and driver told her that he could not let her off the bus if her ride was not there.
She stayed on and got off with everyone else when we reached the Las Vegas Greyhound Station, yes an actual station around 11:00 pm. It must have been an anomaly, but the bus that I was supposed to catch in Vegas for Salt Lake actually left when it was scheduled at 10:00 pm. I proceeded to the ticket/customer service counter to have my ticket exchanged for the 7:55 am departure.
After waiting in line for 30 minutes, wow can you imagine that, other people having issues with Greyhound, I told the agent I needed my ticket exchanged for the morning bus. "That will be $20." "What?!?! You are going to charge me $20 because your bus was late forcing me to miss the connecting bus?" We got that squared away and he issued me a ticket for the morning bus.
My wife called to let me know that she used her points with Marriott to get me a room in Las Vegas for the night. Good thing too because the Greyhound station in Vegas was absolutely disgusting and very crowded. I took a cab to the hotel and planned to be back to the bus station by 6:45 am. Caught a few hours of sleep and returned to the station by my targeted time. Now I am out additional $30 for cab fare and my wife used points to get me a room when we could have used those points for a nice getaway for her and me.
Returning to the bus station, there are people camped out all over the place and the line to board my bus through door #2 was already a mile long. Knowing the buses only hold 55 passengers, it was going to be close whether or not I would even get on. The line was not organized in any fashion either and being right next to the entry for the ticket/customer service counter, I constantly had people bumping into me with their luggage. By 7:30, I was expecting we would be boarding very soon and I could hopefully get on my way.
The scheduled departure time of 7:55 am had come and gone and at approximately 8:15 am, an announcement was made over the P. A. System that the bus to Salt Lake is now delayed by two hours only adding to my frustration level and a new topic. Why is there no e-mail or text communication from Greyhound letting ticketed passengers know of delays? Word was traveling around the bus station that Greyhound was waiting on drivers, seriously are you kidding me? The communication is lacking terribly. When a bus is getting ready to board, no P. A. announcements were made, no indications of bus 1234 is boarding through gate #4, etc.
At about 10:30 am, some Greyhound employees started grabbing the checked baggage from those waiting in line. A man standing a few spots behind me and who had been there nearly as long as I had was asked for his checked bag for Salt Lake City. He said "I am not going to Salt Lake City. I am going to Phoenix." The agent told him his bus departed about 15 minutes ago. Obviously he was not a happy person, again no announcements of which bus is boarding through which gate!
The two hour delay actually turned out to be closer to three hours as boarding time started close to 11:00 am. When the door was finally opened to begin boarding, the already unorganized line became a mad rush and people that were behind me all of a sudden were at the front of the line. When I finally reached the door, the driver was counting the tickets to see how many people he already had on board, luckily it was only 44 by that time so I was able to get on.
Oh, by the way, another old bus without Wi-Fi, power outlets or leather seats. Funny, as I looked at the 20 or so buses parked at the station, probably 75% of them were the new buses touted on the website. All of which were just sitting there.
We were on the road shortly after 11:00 am and based on the schedule I had printed, if we were following the time allotment, I should arrive in Provo at about 7:00 pm which we did. This now forced me to stay another night and fortunately family located 30 minutes away provided a nice dinner and a couch for me to sleep on. I jumped in the car Sunday morning and was back in Kingman Sunday afternoon, a full day later than I should have.
The entire trip, I was making mental notes in my head of the complaint letter that was going to be written and since I was getting absolutely no help from Greyhound Customer Service in any of these matters, I needed to find a way to contact those at the top. Your website provides the names of the company executives in the about us section and ironically, when doing a search for CEO David Leach, one of the first things that popped up was the CNN article about Alec Baldwin being removed from an American Airlines flight in December of 2011 and his quote regarding flight attendants “have made flying a Greyhound experience”.
While I can certainly understand what Alec Baldwin was trying to convey, I find it unlikely that he has ever travelled on a Greyhound bus. He has no idea how bad a Greyhound experience really is. I also find it ironic that Greyhound CEO David Leach makes the following statements in a letter to Mr. Baldwin regarding the comment made: "I'm the first to admit that Greyhound has had some challenges in the past, so I understand that you probably were basing your comments on that alone. But we've made so many changes in recent years to significantly improve the travel experience," Leach writes.
"My guess is you've never traveled with us, but I ask you to give us a try for a number of reasons and see for yourself that we're really a great way to travel." Leach then touts the hundreds of new buses the company has added to its fleet as well as the extra legroom, leather seats, power outlets and free Wi-Fi. "I think you especially would find the latter two amenities exciting, because we don't require our customers to turn off their electronic devices ... ever. You could therefore play 'Words with Friends' during your entire trip and nobody would give you any grief over it," Leach tells Baldwin in the letter.
He also reminds the actor that Greyhound carries more than 17 million travelers a year and asks Baldwin to become one of them. "I invite you to meet with me in New York and we'll take a trip to Boston so you can see first-hand what a great ride Greyhound can be," Leach writes. If this is the new and improved Greyhound, I can't imagine how bad it used to be. To Greyhound CEO David Leach and to Mr. Myron Watkins, Vice-President of Operations, I will make it my mission to tell anyone and everyone I can about my experience with Greyhound.
CHATTANOOGA, TENNESSEE -- My son was stranded in Hollister Branson Mo. I need to get him a bus ticket to come home. So I called to Chattanooga Bus Station and got ticket prices, they where booked for two buses 16 hours and 23 hours but he said there is a third bus which runs 19 hours. I said it doesn't show one for today. I said it does for tomorrow. He said no its runs then my husband bought the ticket. The man asked three times "do you want to pay extra for refundable ticket?" He said "no he is there waiting. In fact he has been there all weekend. We tried to buy online, and it wouldn't work." Because he wasn't card holder I had to pay cash.
At Branson the bus is Jefferson line that takes you to Greyhound in Little Rock and it at a Spirit shop that right beside pizza shop same area seats are there. The attendant told my son the bus should be there soon. He kept asking "is this it?" The other two loads to Little Rock left at 2 and his was suppose to leave at 2:30. At 3:00 a bus came in attendant said "there." The bus driver told him "no son. wrong bus. I am going the other way."
He went in and attendant which is owner dad didn't know how to use computer and the bus driver had to go behind counter and seen that the bus was cancel. 25 seats were not booked so that why other bus so booked up. He said there was a mistake in system where Greyhound and Jefferson line crossed up so the bus never showed. So he sits there another day man at spirit said "I will make ticket for tomorrow."
Now this is where it gets good because Jefferson line changed it for tomorrow. Greyhound would not let him ride. They consider him missing bus and he was right there whole time. I called and very rude customer service I went thru 20 or so people that just kept passing the line. "Yes it will be fine." Oh yes then when I told them next day they made mistake. "Oh no it won't work." Finally I had a rude supervisor. He was yelling and screaming at me. I said "why are you yelling and screaming?" He said "to talk you won't shut up and let me tell you what to do." "Ok what can I do?" He said "go buy another ticket." I said "what is your name?"
He told me that his name was Mr. ** said I would have to pay for another ticket or go to Chattanooga and see if they would replace it. Chattanooga attendant man was so rude. He said "I told your husband to buy refundable ticket he wouldn't." I said "look he was there" and Spirit shop going to let him ride tomorrow but Greyhound won't let him board. He said "you have to buy another ticket." He said "I am not redoing ticket because your son can't get on the short bus. Is he retarded?" I was so mad I hang up.
So I called Spirit and talked to the owner which said it was his dad fault and he would take care of it. He also said to stay in good standing with Greyhound. He doesn't want to tell them it was his dad fault. So he said "I will take care of it" and he did finally good customer service. Then the phone rang and it was Chattanooga Greyhound man said "you lied. you are a liar. your son was at pizza shop and he missed the bus yesterday. I am trying to get Jefferson Line not to reissue ticket. You are a liar." I said "it was there fault they fixed it." I said "they don't want Greyhound to know what happen." I said "stop yelling at me and calling me a liar." He said "I am going to try to stop this."
So I waited all night not knowing when and if he was arriving. The man wouldn't tell me if he was on bus or what time he was arriving. I waited all night and then finally he came in. He said it was a horrific ordeal and I just can't believe how rude customer service and Chattanooga Tn. Greyhound has been. I will say that we have used Knoxville before and it was not like this. But that was over five years ago.
CORVALLIS, OREGON -- On June 13 2013 at 8:00 am I went into the Corvallis Greyhound Bus Station to purchase a wired ticket from Hobbs NM to Portland OR for my husband. This was my first time ever purchasing through Greyhound. I purchased the ticket for 247.00, then called my husband to let him know the confirmation number. I thought everything was good to go and went off to work.
Later I get a call from my husband who states the ticket is incorrect; that the destination is Corvallis and not the intended Portland stop. (This was upsetting not only because it was a mistake made by **, but because we had a specific conversation as to my reason for destination being Portland rather than Corvallis.) Then I get another call from my husband stating there is no longer an active bus station in Hobbs NM where he was to depart from.
Now I'm at work with no personal vehicle and tried multiple times to contact ** in Corvallis by phone, only to get a constant recording and a message box that was "full", leaving me with no ability to leave a message for return assistance.
After many calls between my husband and I, the stress building, I was able to arrange a vehicle from a co-worker to drive to Corvallis from Albany to attend to the mistakes. (I lost 1.5 hours of pay on this day trying to get resolution.) When I arrived at the Greyhound Station I approached ** and let him know I had 2 errors that needed immediate correction. First I stated the mistake of destination. His first response was to print and wire a totally new ticket while charging me a new full fee and giving me a number off the form to call for reimbursement as I paid on my debit card earlier in the day and he stated it could not be put right back on the card.
I told him this was not acceptable to me to pay for two tickets in one day when it was not my mistake and that I was not willing to wait and stress to get my money back from an unknown entity. He then proceeded to tell me that it would cost me more to have the destination changed. This makes no sense to me as Portland is before Corvallis, that's less mileage. (when my husband reached Luback TX and got his physical ticket he saw that there was a stop in Portland; I believe I was over-charged.) When I told him I would not pay for another ticket or pay any additional money due to his mistake he became very defensive.
He proceeded to become belligerent, stating he would just take it out of his own pocket since I refused extra payment. He then proceeded to make quite the production by having everybody in the station step outside because he as he stated, he needed to lock up and walk around the corner to the bank to withdraw the needed money. He came back after about 5 minutes and handed me $20, stating that this left him with $3 dollars in his account for the next week. His behavior continued to be very defensive. He then proceeded to call his wife from behind the counter to let her know what he had to do to appease a customer, making quite the production of the situation.
While he is on the phone I'm left standing there waiting to complete this part of the transaction. I then addressed the issue of no active bus station in Hobbs NM and questioned why he would sell me a ticket knowing this. (Remember that this is my first Greyhound experience and I don't know what I'm doing.) After about 15 minutes of frustration he finally took the initiative to explain the process of the ticket not having to be physically at a station to get on. He could have told me this from the beginning, but chose not to. Ultimately, I left very upset and frustrated, giving him his money back and just leaving the ticket as is.
NATIONWIDE -- My young granddaughter who is disabled decided to travel what was supposed to be a 30 hour trip from Salt Lake City to Arkansas, two days after her arrival time she still has not reached her destination due to bus reroutes late buses, or no bus showing at all. After having to spend the night in the depot due to a no-show bus, she has become ill, has run out of funds for food, and is told her destination is still eight to ten hours by bus away when the next one finally leaves. Greyhound has become the worst company in the U.S. for customer service and satisfaction. I think they should be shut down until their services are revamped and improved drastically.
My daughter stood out in the rain in New York City with many other passengers waiting for a Greyhound Bus that never arrived. The pick-up time was eight o'clock at night and she arrived at seven. She was finally forced to leave at eleven thirty because the other passengers left and she was alone on the street. The pick-up location has no enclosed shelter just full exposure to the weather and everyone was caught in a rain storm. She tried contacting Greyhound through different numbers to determine if the bus was in an accident. Greyhound has no numbers to tell passengers if one of their buses is going to arrive or not.
They have plenty of phone numbers when it comes to services that require payment from you. The bus drivers that maintain these routes should at the very least be given phone numbers of designated passengers to let them know the bus will not arrive. Clearly Greyhound is not interested in putting their passengers first. My daughter has very little time off of work to visit her family. Rescheduling is very difficult at best. From what I understand there is no cash refund on her bus ticket. Greyhound gets what they want and my daughter gets nothing, another indication of profits over people.
My friends and family want to know what happen to the bus and why you have poor passenger communication. Based on other complaints I have read you appear to be a company that has very poor customer relations. I want my daughter to have a cash refund so she can reschedule a home visit in the future from a transportation service of her choice. The following information is about her pick-up location and reference number on her ticket. I want this matter investigated. I will be filing my complaint to other websites so potential passengers can be warned ahead of time of you total lack of regard for your passengers.
SAN FRANCISCO, CALIFORNIA -- After purchasing a round trip ticket at the San Francisco Greyhound Bus Terminal I proceeded to the staging area, and door number stated by ticket agent and printed on my ticket. I got in line behind an older woman who had been waiting in line for about 20 minutes. It was 10 minutes before departure when I got behind waiting to board when announced or the door opened. Three to four other people got behind me, also going to the same destination, needing the same bus. Had the same door number to wait and time to depart. At the departure time for our door, the next door opened and began taking customers waiting in front of the door.
One gentlemen in my line went and asked the ticket taker if that bus was the one to take to get to the destination we all were going in the other line. He said "NO stay in that line, they will board you soon." We all waiting for another 20 minutes and in the meantime another gentlemen went and asked two other Greyhound staff members outside what was going on. He was told they had to get the bags off the bus first and then would board us. That did not happen.
One by one those in the line with me, left and three of us ended up at the ticket counter to see what was going on. We were told that we were in the wrong line, missed our connection and would have to pay an additional bus fee (more than the original ticket!!) in order to board the next bus leaving the station.
When we protested this, the ticket agents (two at the beginning) said it was up to us to be in the correct line. That if we couldn't figure out this, then we were not paying attention, not really in line, at the wrong door, etc. We explained that NO we had been in line and what should have been an apology and an alternative if possible for the misdirection or mis-ticketing those of us at the gate printed on our ticket. They began a long and embittered, defiant attitude including threats that if the tape proved we were lying, it would cost even more money to ride the next bus, or maybe we couldn't get another ticket, period, that day.
A female ticket agent grabbed a customer's ticket and proceeded to the back of the ticketing area and disappeared to "check the film". 10 minutes later, she returned as a young man who also missed the connection was arguing with another agent, and she began to ask if I had seen what happened in the loading ramp at the departure time listed. I said I did not know what she meant. She said that if I did not see what happened then I was lying and would need to buy another ticket. This did not stop there.
When requesting a supervisor, (the next bus was leaving in 20 minutes) and the female's name, was told supervisor left and we had already talked to him. (He did not say he was a supervisor.) And she would not give her last name and walked off stating as she was leaving with hand in the air, "you won't be getting a ticket at all or it's going to cost you a lot more."
The man who was a the Ticket Agent/Supervisor again began telling us we were wrong, owed more money if we wanted to go anywhere and after getting what I thought was his supervisors number, answered my phone call, put me on hold and left the phone on hold and busy for over an hour. I was told by security there was no other way to contact Greyhound personnel except through these people. I had to be at work, was now unable to get to my destination at all, and had to call family to take me the 64 miles there and back when done.
The other young man in line was going much farther, out of state, and had no other funds to purchase another ticket. One man left, the older women got in line to purchase her ticket again, in order to leave San Francisco. I did get her name and address as well as the young man's. And, if the female ticket agent was correct when stating they could check film/tapes then it is on tape exactly what happened.
The ticket agent I purchased my ticket from can testify to this outrageous, unprofessional, unethical and unlawful business practices done with deliberate and purposeful actions to extort additional monies from its customers who are powerless to find any other alternative or solution.
SHREVEPORT -- I recently planned a 7 month backpacking trip through South America, however, I had to cancel my trip when the first leg of my journey on the Greyhound bus turned out to be a horrible experience. Greyhound lost my backpack and my wallet was stolen while on the bus. Greyhound's corporate policy is that a bag is not considered lost for 24 to 48 hours after it was due to arrive at the destination.
I found out that they regularly take bags off of the bus that a consumer is riding upon to make room for their Express Package shipments. It is almost impossible to reach a live person with Greyhound and when their employees don't care about providing service at any level, then why should we, the consumers use their bus service?
Here is the tale: Monday, May 12, 2008. How Greyhound Lines, Inc. isn't a company we can trust. After booking my ticket online, I arrived at the Shreveport Bus station where I at the misfortune of having **, an older lady who apparently has been working at this bus station for a number of years and has gained the reputation of "she's just mean."
Usually I write down my confirmation numbers for things, however, I didn't find the Greyhound ticket confirmation number among all the other numbers I wrote down for my trip to Panama. **, who apparently didn't want to provide any assistance which would take her away from being able to watch her Television show or do anything that required thought wasn't able to find my ticket information. I'm sure it's because she didn't know how to utilise the computer system.
Then it was a 15-minute wait on the Greyhound 800 number before I was able to reach a live person to provide assistance. I was finally able to obtain my confirmation number (**) and returned to the then extremely long waiting line at the ticket counter. It seems that ** and ** were more involved in having a conversation about personal things and watching the television than assisting customers. And ** kept going back to the other office and didn't help with the long line of customers.
Almost everyone in line was complaining about the bad service. I was finally able to reach the counter after a 20-minute wait and obtain my ticket. I'm not sure what the form was that I signed, but I believed it was the confirmation signature for my ticket purchase.
The time came to board the bus, so again I waited in line. I set my large backpack in the line for the baggage handler to load it on the bus. I waited to watch to make sure it was actually loaded on the bus, which it was along with a number of other bags. Thirteen hours later I arrived in Atlanta, the first stop that required a change of buses and where I was to claim my large backpack so I could check it on the next bus. However, my backpack had been taken off the bus that I was on somewhere along the trip. I complained at the ticket counter, they sent me to a man in customer service and he sent me to check with a man in the baggage department.
My backpack wasn't to be found. Not one of the employees of Greyhound were concerned that my backpack had been taken off the bus and informed me that I couldn't file a complaint until I reached my destination. While I was complaining to the baggage handler he proceeded to inform me of Greyhound's policy about baggage, that they would often remove bags from a bus to make room for their express package deliveries, or other bags and then put the removed bags on another bus which would arrive at a different time than the bus I was on.
On Tuesday, May 13th, I arrived in Orlando, Florida, and wasn't surprised that my backpack wasn't there. I complained at the ticket counter and was finally able to get a complaint form, but according to the form it was to be completed by a Greyhound employee and not the customer. I completed the form and handed it to the lady at the ticket counter who just threw it on the counter. The only employee that even tried to provide service was ** in Orlando. No one at Greyhound was able to inform me when my backpack would arrive and because I was supposed to be catching a flight early the next morning for Panama I couldn't wait.
Well, this and the fact that while on the bus someone stole my wallet and the bus driver (**) wouldn't stop to allow me to file a police report and if he would have stopped then I would have been able to recover my wallet from one of the three people who stole it on the bus. Thus I had to call my family collect to get them to buy a return ticket (Conf. # **) to Shreveport while I awaited my lost backpack and reorder all of the missing items from my wallet. I left Orlando on Greyhound at 8:50 pm that same evening very frustrated, upset, and distraught over the lack of customer service by Greyhound.
I could have continued with my trip had my backpack arrived with me, but since I didn't know when it would arrive I had to return to Louisiana. I arrived Wednesday, May 14th, in Shreveport over an hour late. Thursday was spent filing a complaint online through the Greyhound online system and trying to reach a live person with Greyhound to find my lost backpack. After a 30-minute wait on the Greyhound 800 number I was given another number to call (214-849-6246 the Package Department). I called and spoke with a woman who provided me a Customer ID number (**) so I could always use that number to talk to anyone at Greyhound.
She wasn't able to inform me where my backpack was located so I insisted upon her providing me a number to talk to a supervisor. She gave me 214-849-8218, which is only a recorded message where you can leave a voice message. I left a message and waited for a return phone call. Friday I was even more upset so my sister suggested I call one number up or down from the other number, which I did and was able to reach an operator. (She refused to give me her name and said that her name didn't matter, but I spoke to her at 4:42 pm.) And she, like all the other employees of Greyhound, didn't know what customer service was and refused to help me.
She just transferred me back to the voice message system. I called back and asked her to connect with me a live person, I didn't care whom, but someone who could help me. I finally reached Mrs. ** in the Executive Offices. Mrs. ** was reluctant to provide me with her name. I gave her my customer ID number, she looked it up and said that my backpack had arrived in Orlando on May 15th. (That's one whole day after I had arrived and it arrived after I would have caught my flight, the same flight I had to cancel because Greyhound lost my backpack.)
I informed her that there was no legitimate reason that my backpack should have been taken off of the bus that I was traveling upon and that my luggage should always be on the same bus I was on. She then stated that it was Greyhound's policy not to consider luggage lost for 24 to 48 hours after it was reported missing. According to the official Greyhound Package department after they receive a complaint they have 30 days to send you a letter in the mail with your Customer ID number before you would be allowed to contact Greyhound, and I informed Mrs.** that that time frame was unacceptable.
She said that she would have my bag put on the next bus to Shreveport, but that they would not deliver it to the address where I was waiting. I requested a refund of the two tickets and she told me that Greyhound would not refund for lost baggage. I informed her that if Greyhound was responsible for me not being able to take my 7 month backpacking trip then they were responsible for refunding the ticket prices.
Thus, after several days of calling the Shreveport bus station my backpack arrived today, Thursday, May 22, 2008. Upon my arrival at the Shreveport bus station I didn't find anyone at the ticket counter. I called out for someone and ** peeked her head around a door and said that I would have to wait 30 minutes because she was on her lunch break. I told her that was unacceptable, especially after everything else I had been through with Greyhound. I could see my backpack sitting just past the counter. I walked around the building looking for a door to go get my backpack, but they were all locked.
I returned to the ticket counter and told ** that I supposed I would have to crawl over the counter to get my backpack, and she said she would call the police and have me arrested. I told her to go ahead that I was sure that the media would just love to hear all of this horrible tale, which she was now making worse by refusing to provide any level of service. Angrily she approached the counter and took my baggage claim ticket (**), returned through a side door and threw my backpack on the floor some ways away from where I was standing and then disappeared again. I checked the backpack to make sure everything was still in it and left.
To date I am out the following funds because of Greyhound's baggage policies, the fact that they lost my backpack, and were responsible for me not being able to make my flight connections: First Bus Ticket: $68.00; Second Bus Ticket: $168.00; Airline Ticket: $420.00 (non-refundable); Change of Airline Ticket: $75.00.
It seems that any company that isn't capable of responsibly handling people's baggage, and from my research there are many such stories, then they shouldn't be allowed to operate. It is time that Greyhound was held accountable for the number of people's lives they have hurt because of their corporate policies.
Therefore I hope you will consider assisting me in a Call to Action against Greyhound. You can read more on the website I've created to bring together all of the people affected by Greyhound. Part of the website is to provide a comprehensive listing of other bus services that people can take so no one ever has to take a Greyhound bus again. Either we get Greyhound to change their policies or we run them out of business.