Greyhound Bus Service Complaint - Management Behavior And Tactics To Extort Money From Customers
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 mean time another gentlemen went and asked two other greyhound staff members out side 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 customers 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 females 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 it's customers who are powerless to find any other alternative or solution.
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