Complain about a product or service

Greyhound

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:

• Abandoned in the Snow
• Stranded and Forgotten
• Sickened by Smoke
• One Very Sleepy Driver
• Rude, Hostile Employees
• A very long ride from Kansas City to Colby, KS
• Missed connections in the Inland Empire
• New York Tribulations
• The Odyssey of Bus 1888
• One Very Mean Security Guard
• The Missing Tuba

A few of the more recent complaints ...

Arvin of Milwaukee, WI March 15, 2008

I bought a ticket to Saint Paul, MN from Milwaukee, WI. Greyhound stopped at Tomah, WI. We had 20 minutes, I was few minutes late boarding a bus. The driver snapped at me, accused me of drinking and also said if you don't understand English, you should say so.  Then he left me there to wait for the next bus at 3am in the morning. I called greyhound, so far no response! This happened on FRIDAY, 14march, 08!

Jorge of Santa Ana, CA February 19, 2008

I paid overnight express priority fee for luggage to arrive in Phoenix on 2-3-08. Package was not delivered until 2/5/08. It was imperative for that package to arrive on 2/3/08. By 2/5/08 there was no one to pick up the package (reason why I paid for package to be delivered the next day). When I inquired, I got rude, sarcastic service which caused more frustration, more cell phone calls, with out an answer, gas and mileage driving back & forth to the Santa Ana location without answer, no refund, or direction as to where is my luggage!?! Until this very day 2/18/08 I don't know where is that luggage. NO one will provide an answer!

37.35 for overnight express priority service, approximately 35.00 gas, 197.04 of 1 day not going to work to resolve issue- approx. 100 Sprint billable cell phone minutes.

Michelle of Bakersfield, CA February 18, 2008

I was discriminated against. First off, I was first in line and the African American who received the tickets (possibly the driver) completely ignored me (the single Caucasian, young girl in the very front of the line) and instead of taking my ticket, took the African American couple's tickets behind me first. Then after having finally been instructed to have my carry-ons searched by a Hispanic woman, I stepped up in line to have my purse searched and I was told by the Hispanic woman to step back because I wasn't next in line, that the Spanish speaking only Hispanic couple behind me were next in line. I completely felt discriminated against. Had it not been for the fact that seating was limited and our line was the last to board the bus, I may would have let these incidences slide because I've never had problems with Greyhound employees before.

Since all of these problems/incidences were combined, it created a high level of unneeded and unwanted stress and frustration.

Curtis of Florissant, MO February 7, 2008

I was originally scheduled to depart the Greyhound bus at 10:15 am on 1-03-08 from Oklahoma City to St. Louis. I was at the station 1 hr before departure and my luggage checked aboard the bus. I was unable to get on this bus due to Greyhound allowing military passengers to board; however, my luggage stayed on the bus. I was forced to depart on a different bus at 10:45 am. When my bus arrived in St Louis around 11:30 pm Greyhound looked for my luggage at the station and on all arriving buses. It was missing. I went back to the St. Louis Greyhound bus station the next morning (1-04-08) and completed a claim form for my lost luggage. The Greyhound rep advised that he needed the claim baggage check stub. He made a copy for his records and said this was all that was needed. The St. Louis Greyhound station called me several days later leaving the message that I needed to come back to the station and describe the baggage and give them a copy of the receipt. I tried calling them, but they never answered...the phone just kept ringing. I decided to call the Greyhound main office in Dallas TX.

I got a claim started for lost luggage and was assigned a tracer number from the main baggage claims office. On 01-16-08 I was told by a rep., Ms Buerle, that I could fax them a copy of the original bus receipt, a copy of the original baggage claim stub and a copy of the baggage tracer claim. I did this on 1-16-08, and Ms Buerhle stated she received it. I finally thought the claim would be processed. I lost more than 850 in total property, but since I didn't insure my luggage I was told the most I could be reimbursed was 250. And after all this, I received a letter from Greyhound dated 1-24-08 stating they received my claim, but they did not get the original baggage claim stub! What? The St. Louis Greyhound station got a copy, the main office in Dallas got a copy and now they are sending me a letter saying the claim is incomplete because they don't have the original baggage claim stub. Greyhound is giving me the complete run around. I have submitted everything they requested...some things twice. If they don't find my luggage, they should accept the responsibility and pay the claim after 90 day tariff limit.

I lost approximately 850 in personal property due to the negligence of Greyhound bus lines misplacing luggage.

Aspry of Merchantville, NJ February 1, 2008

I tried to buy a set of weekly passes, and their system declined my debit card. When I made it to work and checked my account online, it showed that I was charged the 140.00 anyway, and that there were ample funds in my account. That makes their system faulty, as my card was declined AND they charged me. When I called them to get down to the meat of the problem, I pretty much got little to no help in return. The manager did offer to look at my bank statement and promised me no results whatsoever. I am not impressed with this company, not at all. Shame I have to use them to get to work, otherwise I dread riding this mechanical dragon.

Well, I lost 140.00, that's what happened! When I called my bank to ask for help, they had me 3-way on my phone with Greyhound. As soon as I asked for the manager in Mt. Laurel, I received a brusk "Hold on", and the phone just rang and rang and rang. At the first phone call, before they knew who I was and why I was calling, the phones just picked up on the first ring or so. I will wait a couple of days to see if this charge falls off seeing as though I didn't sign anything. But a little more concern from Greyhound, since it was their fault, would've been nice.

Ron of Mesa, AZ January 18, 2008

On a trip from Detroit, MI to Mesa, AZ. January 12 thru 14, 2008, Greyhound lost my bag and refuses to talk with me about it. True my bag did not have a baggage ticket attached, because the driver ordered everyone to put all overhead baggage under the coach. No one had time to fill out a baggage ticket before departure. It did have my name, address and telephone number on my airlines baggage ticket, and a PHX tag. Anyone seeing these would immediately know where the bag was going.

I lost my diabetes medicine and syringes, various important, irreplaceable papers, my Canon A-550 camera, computer connection cables, and all of my toilet articles.

Sean of New York, NY January 8, 2008

Greyhound luggage workers lost my luggage Feb. 21 at a bus switch at Oklahoma City. I was leaving Las Vegas from attending NBA All Star Weekend with items over 2,000 in my luggage.I  sued the bus company at NYC Smalls Claims Court, and Greyhound is appealing the case.

I'm getting the run around answers from Greyhound management concerning my lost luggage. I'm seeking at least 5,000 of settlement money. I'm waiting for their CEO David Leach to give me an offer.The Dallas News Media knows about our lawsuit. Plus their crooked attorney Laura Mazzari forges fake signatures claiming I cashed a 250 check that I had returned to them.

Reese Withers Iii of Jersey City, NJ January 7, 2008

I shipped six package via Greyound package express on December 28, 2007. The packages were shipped from Las Vegas, Nevada to arrive in Newark, New Jersey. The order number is GLI3044475830. I have only received five packages. According to Greyhound reps, I still had one last package to arrive. I only signed for and picked up five packages from this order. However, as of this morning, Greyhound changed their story and are saying that I picked up all bags early last week. I did not pick up all six bags.

This last package was the largest--it was a 4-foot, large, black luggage bag. It contained my clothes, digital camera, iron, work shoes. I demand the bag to be returned to me asap.

Gregory A. Pierson, Bsw of El Cajon, CA January 1, 2008

I was told to shift my seating from seat #4 of my coach by the driver of the Phoenix to LA leg of my trip on 31 December, 2007 because he didn't like to have people sitting in these seats when he drives. The seating is for elderly and handicapped personnel, and I am a handicapped passenger. I had been sitting in that area since picking up that coach in St. Louis on the 30th at 7:45 PM. When I refused to vacate my seat the driver tossed his travel bag and jacket into the seating behind his, then removed his name tag. He then took over five minutes to adjust his right side mirror inwards until I could see his features in that mirror: Which meant he could see me--not the right side of the coach. This is one paranoid bus driver. I am an injured Gulf War Vet. I felt that once I showed the drivers that I was a disabled Veteran I would have no problems with seating. Man! Was I in for a shock on my return leg to El Cajon, California. If I am not mistaken the Americans with Disabilities Act protects me in regards to where I can sit on buses, planes and trains. Because a driver is paranoid is not reason for me to give up a seat I had sat in for over 1500 miles and all right by three other drivers without incident.

This driver was the embodiment of rudeness. His rationale bordered on fear and intimidation of his passengers. The harm to me was more emotional than physical. The driver made it clear that he was not going to entertain complaints from us as passengers. We were all treated like cargo. To prove his mastery over us the moment we left Sky Harbor Terminal the driver opened his vent window, and shut down the heating system for the entire bus. The outside temperature was 22 degrees F. Three individuals approached the driver as we sped eractically down I-10 West to Quartsite - our first stop. He refused two other passengers' requests to turn the heat up. When a man asked him just outside of Quartsite, he visably tensed up, and the bus lurched out of control. At least three cars honked at him as the coach continually drifted to the right. The fact that he had adjusted his mirror inward may have been a factor. The other three divers from the St. Louis to the Phoenix legs NEVER adjusted their mirrors, and the ride was even and comfortable. This diver's ride was rough, jerky and uncomfortable.

His terrible behavior and treatment of passengers continued. Without informing the passengers of a break, he sprinted from the bus, and entered the terminal. We all just sat there wondering if we had a break coming or not! He never made an announcement. We were all too afraid to leave our seat least this fool come out and just rush off into the night! He had us all so on edge. I have the tickets from the east bound and the westbound legs. I can't believe that a driver would dare demand that a person leave a handicapped seating area because he had issues with people sitting in that area. What is he so afraid of? Why isn't he undergoing counseling? Why isn't he retired? Greyhound has lost me as a passenger after that incident. I feel upset. I feel distressed that I had to invoke my rights as a disabled passenger under the ADA just to remain in my seat because that driver has issues over who sat where, and the fact that he had to adjust his mirror so he could focus on my and not the road has my very concerned about the mental health of Greyhound's drivers.

Lee of Newport News, VA December 19, 2007

This is a TRAVEL ALERT concerning Greyhound Bus Lines...... Anyone using Greyhound Bus Lines to travel over the holidays need to be extremely cautious and carry extra money (preferably plastic) to cover Greyhounds mistakes in printing out their tickets. There has been several confirmed incidents in which the tickets customers received only covered travel to the last transfer point rather than to their actual destination. In each case it has fallen on the customer to make other travel arrangements to complete their trip or BUY FROM greyhound an extra ticket to complete their trip. At times these extra tickets due to being bought on the spot cost as much as the original tickets.

Two customers out of Freer Texas were offered reimbursement after the fact by the agents there, but customer support for greyhound itself has been totally useless, time consuming and expensive in these matters. Human Rights USA advices using other forms of transportation whenever possible for the duration of 2007...

IF YOU MUST USE greyhound, check your tickets carefully as soon as they are handed to you. Be EXTRA careful if you have to pick up the actual tickets in route, and carry extra funds to cover GREYHOUNDS ERROR`s...

Lee Woodard Human Rights USA

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.