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Greyhound Bus Co. Consumer Reviews

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Horrendous Transportation and Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- On 02.20.18 I Purchased (2) One-Way tickets by phone with GH customer Service- one Adult and one Senior tickets departing from Orlando, FL on 03/01/18 @ 11:45 A.M. (ET) and arriving in Dallas, TX on 03/02/18 @ approx. 3:40 PM (CT) The trip was to be 28 hours but instead turned out to be instead 34 hours because Bus #7226 had a breakdown 9 hours into the trip in Panama City, FL due to poor maintenance of bus. Passengers were stranded along a dark area of US Hwy 98 and Harrison Ave for some 4 hours without access to restrooms, food or water until a replacement bus arrived 12:40 A.M. of 03/02/18.

And even then that replacement bus wasn't much better. It too was poorly maintained cause passengers experienced extreme vibrated and shaking during acceleration and when braking. The restroom on both buses were filthy, poop and tissue sprawled on the floor of restroom. Trash in the isle of bus as well as stains on a number of seats.

Greyhound made NO offer of compensation for the extended travel time and hardships experienced by the passengers because of the break down. Rather each passenger had to call C/S once passenger reach their destination to advise them as to situation that occurred and it would be strictly up to that C/S Rep as to whether the passengers would be granted compensation or a refund.

I had previously contacted C/S on 02/28/18 that the passenger for Adult ticket had been hospitalized for several days and had just been released a day prior to the travel date of 03/01/18 and due to her medical condition was unable to make the trip thus I was requesting a refund due to the circumstance and since the ticket was never issued still in WillCall status (faxed C/S the documents from Hospital and medical doctor to substantiate) yet the only thing C/S said was the ticket I ordered was non-refundable and nothing they could do.

I explained to this C/S Rep frat I was never informed of this by the phone representative that placed my ticket order and absolutely nothing in the confirmation email as to the type of tickets ordered. The C/S Rep I spoke with about the refund of this unissued ticket kept saying the ticket says non-refundable but I in turn told her there was nothing in the email stating these were non-refundable tickets and besides the adult ticket was never issued or printed off so there was no way to know it was a non-refundable ticket until the confirmation email was presented to the ticket agent at the bus station and then the ticket is printed.

Greyhound only made the process of trying to get compensation or refund extremely difficult these people gave NO common sense or display any reasonableness of this extenuating circumstance regarding the hospitalization that prevented this passenger from traveling. I was thus forced to dispute this charge with my credit card company for poor service and breach of contract by GH bus Lines.

All I can say is I will never ever again use GH bus service nor recommend this form of travel by Greyhound to anyone. GH's C/S reps are unreasonable and hard to deal with and less to be desired. Greyhound is the lousiest transportation company around and needs to be shut down.

In addition I'm filing a complaint with the BBB against Greyhound Lines for providing poor, unclean and unsafe transportation service. I too intend on forwarding this matter to the Attorney General. I just don't understand how this transportation company is allowed to operate with some many NEGATIVE complaints. These buses are unclean and Unsafe so stay as far away from this company as possible.

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No Accommodation for Family Emergency. Company Needs Improvements and Updates
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

My most recent experience with Greyhound is an unfortunately and absolutely avoidable one. Since purchasing a non-refundable ticket to meet my family at a destination for Thanksgiving, the quality of life of a family member fighting cancer has rapidly deteriorated to the point of being bedridden with excruciating pain, even after multiple treatments and surgeries. My heartfelt and loving family collectively decided to go visit him instead of the destination, as he can't travel and this may be the last time many of us sees him alive.

I contacted Greyhound and the automated phone system said to go to my local station for fastest service, or mail in my ticket in asking for a refund. At the local station they said I had to call a different number, and mail my ticket. The phone representatives said the only thing I can do with my non-refundable ticket is pay $20 to change the time. After much explanation and speaking with her supervisor, the same thing was reiterated to me: that that is my only option. My significant other tried on two other occasions and was given the same info.

I am distraught and disgusted that in a time of emotional upset from unforeseen family circumstances of the worst variety (family member dying of cancer), Greyhound is doing absolutely NOTHING to help me out, other than say I can PAY THEM more money to change the time of a trip that has dissolved into nothing. And just to get to the point of speaking on the phone with a representative was difficult and not straightforward. The folks at my local station seemed to think I could get a refund, given my circumstances. No customer should have to work so hard to contact the service department. I am incredibly disappointed.

When I've taken Greyhound in the past, my experience has been 'ok', 2 to 3 star ok. I felt safe and the buses were decently clean. I arrived at my destinations. The drivers were mostly friendly. On the negative side, all the buses were late. I understand traffic and station dealings, however the company gives you no indication of updated departure times. At anytime, anywhere. It is a disorganized affair during transfers. With the signage and info I had at hand, I still had to ask multiple people where to sit and wait to catch the appropriate buses. The use of paper tickets, which you can only print on one side, is dated and inconvenient for most passengers.

The company could do A LOT to increase ease of transport and customer service. Such things would include, easier ways to contact live customer service, being empathetic and accommodating to family emergencies, use of electronic ticketing, and creating a Greyhound bus application for real time tracking, time estimates, and clear directions on how to locate each of your transfers.

After my latest dealings with Greyhound, I plan to seek out any and all other means of travel. The cheaper price is just not worth the extended travel times, lack of present day conveniences (time updates and information), and inflexibility when extenuating family circumstances arise (which, dear God I hope aren't often for anybody).

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Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORFOLK, VIRGINIA -- Horrible. This statement is to state my concerns about the treatment of passengers on March 3rd, 2016. I booked a ticket from Norfolk, Virginia to Springfield, Virginia. My bus left from Norfolk, Virginia at 8pm and made a stop in Hampton, Virginia to pick up more passengers. It was strange that we stopped because our bus was already full.

Once we got to Hampton I noticed other passengers getting on the bus even though there were no seats left. With the bus being full at least 6 passengers got on the bus anyway. They all complained about the seating to themselves and other passengers. The bus driver was on and off the bus at the time. Seeing the other passengers get on the bus and there were no seats, I was under the impression that maybe the bus driver would try to find them another bus or come up with some alternatives and unfortunately that was not the case.

As the bus driver got back on the bus, he had no words for the passengers standing up, he just proceeded to take off and continue to Richmond, Virginia which is about 75 miles away from where we were. From Hampton to Richmond that's at least a one hour and 20 minute drive. One gentleman on the bus was getting off the bus and the driver was pulling off, yelling "hey stop before you pull off, I'm going to get off". The bus driver stopped and asked if he had things underneath the bus and the passenger said no.

The driver then made an announcement to the other passengers standing on the bus and let them know that if they wanted to get off the bus due to it being overcrowded then he was not getting off the bus to grab their things from underneath and that if they wanted their belongings that they would have to meet him in Richmond to get them. Everyone was in shock that he would make such an announcement.

What bothered me the most is that the bus driver which is a clear representation of the Greyhound bus company being that he is an employee had no remorse for the people that had to stand for an hour and 30 minutes as if it was ok. How can you be ok with telling people that. These people paid for seats, not to stand up. Nowhere on the site does it say that there is a chance that you may have to stand on the bus. These people paid for seats, not to stand, point, blank, period.

There was nothing safe about that drive at all. Granted we made it safe with no issues but what if we got into an accident and something serious happened to the people standing up? Then what? This was completely unexceptionable. I called every customer service number I could to file a complaint and even the people that work in the customer service could careless about this situation and provide no solutions whatsoever. It's almost like Greyhound could careless about the people at all. As long as you all get their money.

Once we stopped, I asked the bus driver for his name and he refused to give me his name. I asked him why he couldn't give me his name and he told me that I didn't need it. No respect whatsoever and extremely rude. I then told him that I didn't like the way he treated the passengers and did not like the fact that he allowed these people to stand up for an hour and a half with no remorse. He told me "oh well, go complain." He didn't care at all. I told him that if I was one of the passengers on the bus that needed to get my belongings that he would have definitely got my things for me and he told me that he would have whopped me.

I didn't not appreciate how he spoke with me and treated the other passengers and it bothers me even more that a company that's been around as long as yours have would allow this type of behavior. I went into the bus station and asked at least 3 employees about speaking to someone about a complaint and they all replied letting me know that I was wasting my time because you all don't do anything about this type of thing and that people complain all time and Greyhound doesn't do anything about it.

I then spoke to a bus supervisor who offered me free breakfast for my troubles. I let her know that I don't want a free breakfast, what I need is for this matter to receive some attention. You can't try to give me some food and think that will make up for the disrespect, lack of concern for passengers, and the treatment that your bus drivers give to its customers. Everyone that got on bus SC86578 on March 3rd, 2017 from Hampton to Richmond needs a refund, not only for paying for a seat and having to stand for an hour and a half but also for the treatment for the bus driver.

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Attendant very rude said my son missed short bus
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Nastiest Customer Service Ever Beware
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Sexually harassed from the guy under the influence who was sitting next to me. Harassed by group of people sitting near me. Lost one of checked in luggage. Horrible horrible experience never forget! I went Durham from Newyork. It was all good when I j
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWYORK -- Sexually harassed from the guy under the influence who was sitting next to me.

Harassed by group of people sitting near me. Lost one of checked in luggage.

Horrible horrible experience never forget!

I went Durham from Newyork. It was all good when I just got in.
The bus stopped in New Jersey and group of people made up of one guy and two girls hopped in. The guy insisted sitting next to me. Two girls sit behind me. They were under the influence. I know this because the guy drinking alcoholic beverages and talking about substances and that they will smoke weed while the bus stopped at the stop.
And They were so loud and kept cussing.

There were no extra seat that I could move all the seat were picked and jammed.
The guy sit next to me arm rest up and kept pressing me with his body voluntarily. He kept pressing me with his body touching my body arm shoulder and another areas.
I'm a compact small female and I was very compact when I sit next to sexually assaulting criminal.
I asked nicely two girls to keep the music down and I asked the guy changed the sit. I also asked the guy armrest down but he just ignored me and armrest up against my will pressing armrest up while I was armrest down and They were mocking me laughing at me all the way.

I changed to sit when the bus stopped at Richmond, Virginia next to another guy but also he was very tall so it kept waking me up when his leg hit me.

Not to mention that all the hassle that I have been through with my lost luggage.
They don't reply how is locating lost luggage going on.
it has been over one month already.
I will to file a sexual harassment case for this specific guy who had very thick dragged hair and African American guy under the influence of substances at New Jersey police department and report a police report regarding theft of my lost luggage at New york police department.

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Worst customer service I have ever witnessed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLORADO SPRINGS, COLORADO -- I would give the Colorado Springs Greyhound station a zero if I could.

Where do I begin. I dropped a car off for a friend in Colorado Springs and was told there was a Greyhound Bus that went to Union Station in Denver. There were two leaving Saturday, Oct 5. One at 9:30 am and one at 9:40 am.
1. The bus station in Colorado Springs should be in the third world. Think Yemen, Somalia, Pakistan. Dirty. Smelled like body odor. None of the vending machines worked. The gate agent was overly involved in her iPhone and wore a tshirt that said, "People are annoying, especially you." I am not making this up.
2. The 9:30 am bus showed up at 9:26. I wanted to get on it and get out of there but she said the 9:40 bus was right behind her. Wrong.
3. We waited until 10:00. I went to the surly gate agent and she said she did not know where the 9:40 bus was. I said do you have a tracker or a phone number to the driver? She could not be bothered and said it would be late.
4. I called customer service. After a 12 minute wait on hold, I was told there was a problem with the 9:40 bus and the next bus would be at 5:22 pm. That is right, almost 8 hours later. I told the customer service representative that we could have gotten on the 9:30 bus as it was almost empty and she said the gate agent should have coordinated that. I said I want a refund, and she said I had to call another Greyhound number. I did and was on hold another 15 minutes.
5. Meanwhile I went into the gate agent, politely asked her to put her phone down and to do something to help the stranded people. I asked her why she did not put us on the 9:30 bus if she knew the next bus would be 8 hours late. She said the bus left early (it didn't) and the driver left before she had a chance to stop her. Both lies. She never left her seat or stopped texting on her phone.
6. I finally got through to one helpful agent. He took my number but said I would have to wait 24 hours to get a refund.

NEVER, NEVER, NEVER give these people your business. They deserve to go out of business. I fly a lot on United and thought they were bad but Greyhound set a new record for poor customer service.

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GREYHOUND WILL STEAL YOUR MONEY
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

In short, Greyhound stole $150 from me.

I booked my ticket months in advance, only to find out a month before that I couldn't make the date I'd scheduled. (December 30th.) Customer service told me to call them or to go to a station, and their Facebook page stated that they could reschedule me there as well. I have no access to transportation, so going to a station was not an option for me. The social media page started ignoring my messages after December 7th.

I called in to reschedule, and the man I spoke with pulled my ticket up and asked me to wait a few minutes while he "checked something." He kept repeating, "Please stay on the line," every so often for about five minutes before hanging up on me.

I called again and spoke to a woman, only to have her tell me that they don't reschedule on the phone. Then, I got on their live chat on the Greyhound website to verify that and was told that their policy does state that you can reschedule over the phone. So, this woman lied to me.

The third time I called, I heard, "Hello, thank you for calling Grey-" and the line went dead. Presumably because the guy hung up on me, just as the first person had.

The next time I called, I was told that there was an issue with my ticket and the ONLY way I could reschedule was to go into a station and do it. I thanked the woman and called back, asking to speak with a manager.

After explaining the situation to the manager and stating that I'd been saving up for my ticket for a whole year before purchasing it, I was still told that my only option was to go into a station. I asked if I could get a refund due to the fact that they couldn't reschedule me on the phone and I couldn't get to a station, and was told no.

Their social media page has yet to respond to me, despite three requests to reschedule through them. (Note that I'd contacted the social media page before calling five times, and all my calls were spread out over a week rather than back-to-back. I also ALWAYS make a point to be polite because customer service is a crappy job, so I wasn't hung up on because I was rude.)

In short, Greyhound has treated me like garbage, refused to help me at all despite the fact that they can't do what was promised upon purchasing my ticket, and has refused to refund me.

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Horror Show
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

A lot of ground to cover so I'll keep it short. I've traveled the buses for nearly two decades and invested a lot in the company. The one thing they do as advertised is go from one location to another. End. Rather than treat you like a customer you're treated like an inmate who is in debt to the staff and company. You can store bags and now use it for delivery but I would not suggest that as the drivers will throw your bags like a football onto the bus. If they break your stuff tough luck.

The stations themselves tend to be the hangouts of the local dealers and addicts who run the place and are given favor by the staff. You're secondary in this and meant to appeal to their clubhouse. The buses themselves probably won't be on time but that's your fault somehow as is all else. And if you don't get there at all you won't receive a refund regardless. If they're a layover in any odd city for say an entire night due to a blizzard you're on your own in this strange city. Your fault again.

Once I took a trip and the toilet was broke and leaking all over the bus. The driver informed of this waving a loaded gun saying that if we had a problem with it we could get off or answer to said gun. Leaving the service you pay for itself.

Currently new buses with comfy seats, wifi, plugins, all the fixins, right? Wrong. You won't be on that bus in the picture. You'll be on it as an advert in the city and transferred off straight away to an old bus without these things that is patched up and probably going to break down... despite your bill being more now to reflect the wifi and such you paid for.

Then if long trip transferred to any other vehicle that isn't a bus at all, once it was the back of a pick-up truck even. If you're disabled you're screwed because, your fault. Best not ask for help lest your threatened to wheel your butt to the state you're going. There was student once with no legs that the driver left behind simply because he decided it was not his job to assist getting the person on the bus, even with several of us offering to do it in his place.

In short there are a lot of 1 stars here. We are in an era where giants fall overnight. Get your act together before someone comes in and takes your place. Given most cities won't even deal with the company should be a statement unto itself. And if not despite the way your staff presents believe me when I say the last responsible party for that is your clients. It's your own negligence.

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WORST TRAVEL EXPERIENCE EVER! DON'T BOOK!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA, GEORGIA -- Our family was visiting us in Atlanta, and were headed back to Rochester, NY today. We arrived an hour early for the first bus at 11:50am in Gainesville. The pickup location was a rundown gas station, with no direction on what to do, but luckily other travelers ended up all helping each other on what to do. Then the bus arrives 35min late, and even the gas station attendant tells us this bus is always late and normal. At his point, we're worried we'll miss out connecting bus from Atlanta to

We end up arriving at the Atlanta Greyhound Station late, and run off the bus to customer service to ask where to go, what to do. They tell us to go to line D. We were 2nd in line when the his finally starts to board. Then, the security person looks at our luggage and mutters under his breath, "there's nothing I can do with these, there's no tags".

Security guy yells to go to customer service for tags. We go back and wait in line for another 20 minutes for tags. Meanwhile, people at the desk are disrespecting people left and right. One attendant told an elderly couple they were going to teach them the ABC's so they knew what line to get into!

Get tags on luggage finally, to get back to the bus that is starting to drive away. Run along side the bus yelling for them to stop, bus driver looks at me, looks away, and then keeps driving.

People at customer service desk in Atlanta reschedule trip for 1:15am Saturday. We see the majority of other Greyhound travelers missing their busses as well, having to stay there for days for new routes, and the employees seemed to almost enjoy the chaos they were causing.

I end up calling customer service, get transferred to the compliant line to describe the events a second time, and am then told by your representative Villalone, to call back 24hrs after arrival in Rochester. He also mentioned there have been several other complaints regarding this route along with line!

What kind of company is this?! No human compassion, no customer service, no decency whatsoever.

Never have I once dealt with such an incompetent organization that has no regard for their customers. I will never travel on Greyhound ever again! And will be calling back!

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Greyhound Bus Co. Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 50 ratings and
65 reviews & complaints.
Contact Information:
Greyhound Bus Co.
PO Box 660362
Dallas, TX 75266
214-849-8966 (ph)
www.greyhound.com
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