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Greyhound's parent company, Laidlaw Inc., which recently filed for bankruptcy protection, has been struggling for years to make its operations profitable. Judging from the complaints we've received, a good place to start might be training its staff to deal with customers in a polite and professional manner.
Here are just a few of the hair-raising tales from our collection:
A few of the more recent complaints ...
Steven of Wikieup, AZ January 7, 2009
I ordered Greyhound bus tickets online at greyhound [online] and though I selected one departure time that was at 7:15 pm of January 21st from Kingman, AZ to Los Angeles, CA, it gave me a 4:45 am ticket instead and then sent me a confirmation immediately. I contacted Greyhound by email twice and then twice by phone before reaching someone, who said they could not change the ticket without a 15 dollar charge. Even after explaining, all they did was send me a 15 dollar voucher.
All I asked was them to change the ticket that was their mistake. I thought they had to transfer you to a supervisor and give their name as well. They did neither and were of little assistance after 30 minutes on hold.
It cost me over 2 hours on phone and net and I will now be worried that I will get it worked out before the time comes. They refused to hand me to a supervisor and were unwilling to handle the problem in a correct manner.
Geraldine of Leland, NC January 4, 2009
My two teenagers children was schedule to leave Birmingham at 11:30 P.M. 12/03/09 the bus was an hour late but when it arrived they were unable to get aboard the bus because of over capacity which leaving to catch another bus at 3:00 am the next morning once arriving in Atlanta 7:00 this morning they find out there was no more buses leaving out going to Myrtle Beach as their ticket was schedule now they are stranded in Atlanta, once we tried to retrieve information for any buses that would be traveling close to Wilmington NC which was their destination Customer Service were very rude. My children have been sitting in Atlanta since 7:00 this morning and ended up missing a 11:30 bus that would take them to Relaigh NC where we would have to drive 2 hour to pick them up so now they are leaving on the 1:30 bus from Atlanta to Relaigh NC and we are going to pick them up at 10:30 tonight and I wanted to know is there any way I can received some of my money back from this disater.
Mcburnett of ~, IN December 18, 2008
When I got to NYC my luggage was not there and I didn't get it for 3 days. My medication was missing/all natural vitamins, my cellpho charger and my timberland shoes! My luggage was tampered with. Someone from your Greyhound station is responsible and greyhound needs to take responsibility! You need to check your surveillance footage and get to the bottom of this.
My merchandise is gone!
Sandra K. Wilson of Rockaway Park, NY December 2, 2008
On 11-30-08 I purchased a E-ticket going to NY from Phil.(#39592406) by credit card for the amount of 12.oo dollars on line.I did not get to print my ticket because I don't know were they sent the ticket. It was not in my E-mail to print yet when I called customer service they said the ticket was printed. I complained and was then told to get the ticket printed at the station which was also wrong because i was told THEY DON'T PRINT E-TICKETS. I was to leave the station in Phili at 12:01.
mY TIME PASSED WITH THE GOING BACK AND FOWARD AT STATION WITH NO ONE KNOWING WHAT TO DO WITH ME. THAT IS WHEN MY TICKET BECAME WORTHLESS. THE TIME HAD PASSED. BY THEN I WAS TIRED. I WAS TOLD BY THE TELLERS THAT I HAD TO BUY ANOTHER TICKET FOR 20 SOO NOW I SPENT 32 FOR A BUS SEAT IN AN OVERLY CROWDED STATION.
I LOST 20 DOLLARS BECAUSE OF GRAYHUNDS' MISTAKES.THEY SHOULD HAVE ALOTED ROOM FOR ALL THOSE PEOPLE TO TRAVEL ON THAT DAY
Michelle of Los Angeles, CA December 1, 2008
My 16 year old son, Michael traveled on Greyhound Lines on 11/29/08 on the 8:00 bus from Las Vegas to Los Angeles. His Dad purchased the excess bag check when he bought his ticket. He had 3 bags total, 2 to be checked and one carry on. All of his bags were searched, his carry on contained his lap top and X-Box and games. He was given 2 baggage claim stubs. He was then told by the agent upon boarding of the bus that he could not take his carry on onto the bus. The agent told him that he would put a claim ticket on it and to board the bus. He would not allow my son to take his items out.
Upon arrival in Los Angeles, there was only 1 of his bags on the cart where you pick up your luggage. No one checked the claim stubs when you were to pick up your baggage, for I still have the claim stubs. (I was told by Greyhound that their representatives are supposed to check the luggage against the claim stub and tear it up.) I have called repeatedly to Greyhound Customer Service and the Baggage Dept. with no assistance at all. I was told by 2 people at the number that I can forget about getting the bags back (Because of the items) I was told that I should file a complaint against the Las Vegas Greyhound Lines, which I would like to do.
I have also called Greyhound in Las Vegas and cannot get thru to the baggage Dept. My son can describe the Greyhound employee who took his carry-on bag at the Las Vegas location. He is Latino, was wearing a beanie hat, and had a tatoo on his arm. I believe that upon searching his bags and realizing what it contained, he took my son's bag because he did not give him a claim ticket at the time. My son is now missing clothes, all of his personal items, books as well as his laptop, X-Box and games. I would also like to file a complaint against the Los Angeles location for they did not follow procedure upon claiming luggage when you get off the bus. Their employees did not check the stubs against the luggage and no one would assist us, just gave us a phone number to call and said maybe its on the next bus.
I spent over 1000.00 for my son's computer and X-Box. I frustrated and irate at their response and want to be reimbursed.
Anita of Bronx, NY November 26, 2008
I was exiting the Greyhound Bus in Richmond Virginia and fell completely off the first step. The makeshift step that they have for people to exit is not safe. I fell right between the driver and the baggage handlers and the driver never asked if I was okay. The baggage handler said was I okay and help me up. Now, I am in more pain between my back twisted my ankle, headaches and not a word from Greyhound. I have submitted a n email to them and no one has responded yet. This all took place on November 22, 2008 approximately 5:30 am.
My back is in constant pain, my ankle hurts and I have constant headaches. It is hard for me to bend over and sleep. I fell really hard getting off that bus.
Carl of Onaway, MI November 18, 2008
the buss kansas city to dayton had no heat and the windowswere not shut titeas the driver to turn the heat on and he said that could not do any thing about it. he was up set because he had to come back to pick us up in the station in kanasa city
i cought cold which turn in to pneumonia
Yousuf of Wellington, OTHER October 24, 2008
i lost my 2suitcase with greyhound bus during my trip on 8 may 2008 , I called and fax many times to greyhound bus also my agent in nj filled [baggege claim form]on 8- september 2008 but no response????please gave me advice how can I can make complain and claim my bags although i am now in newzaland.
Erica of Levittown, PA October 19, 2008
Not even mentioning I didn't board a bus to Philly until 3 hours after the scheduled departure time, me and my 40 + fellow passengers were held hostage by a Greyhound driver named Sherri. The nightmare began when she claimed to smell imaginary smoke on the bus. Now I'm not a smoker and hate the smell of cigarette smoke. In fact, I'm sensitive to the smell of it. But me nor anyone other than the psycho driver smelled this cigarette smoke.
Mistake number one, she pulls the bus over on 95 headed to the Center City exit in Philly. She then orders the imaginary smoker to come to the front of the bus... NOT!!! If I had suspected someone of smoking, I would have gone to the back of the bus or where ever I thought the source of the odor to be. That's called investigation. Instead we waited approximately 15 minutes until her psychotic episode passed and proceeded on to Center City. Upon our arrival to Center City and less than 2 blocks from the bus terminal (6 and Race Streets) Sherri stops in the middle of the street and said she wasn't moving because she heard music, what I believe was a faint cell phone ringtone or something. After getting cussed out by angry passengers she pulled over to the side of the rode refusing to move the coach or open the door. Now I don't know if tis lady knows about Philly's new nickname Killadelphia, but I'm so glad and I think she should thank the good Lord above she wasn't transporting any gangbangers or other sociopaths because the scene would not have been at all pretty. In stead passengers were forced to call the police on cell phones and explain that we were being held against our will. There was an infant as well as some elderly passengers on board and still she kept us detained for approximately 20 minutes until her second psychotic episode passed. Poor customer service is an understatement. The woman should have been arrested on the spot!
Fortunately, I had no baggage or my child with me. However, it was emotionally disstressing to be detained without warrant or merrit on a bus coach. Muriel of Peterboroughn Ontario, OTHER October 14, 2008
I travelled Peterborough/Ottawa on Oct. 10 and returned Ottawa/Peterborough Oct. 13. On the 13th I arrived at the bus station one hour before departure and on arriving at the proper gate I asked one of staff if it was the correct gate. She grabbed my ticket and took my luggage and rushed me through the gate to a bus just leaving. This was a School Bus.
I realise it was a busy day but this bus left one hour before the scheduled express, it was a school bus and it wasn't even full. We had to be jolted around for over four hours in an extremely uncomfortable position, no washroom, no stops en route and intense heat. I am a Senior Citizen requiring the use of a cane due to broken femur and hip resection, also spinal stenosis. This was a miserable trip, resulting in severe pain. Had I been given the option I would have waited for the regular 1.00 p.m. express bus.
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