Complaints

This profile includes complaints for Greyhound Lines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Greyhound Lines, Inc.

  PO Box 660362 Dallas, TX 75266

• 

  Greyhound Lines, Inc.

  P.O. Box 660691, MS 470 Dallas, TX 75266-0691

• 

  Greyhound Lines, Inc.

  801 Broadway Lubbock, TX 79401-3404

• 

  Greyhound Lines, Inc.

  1208 Lubbock Rd Brownfield, TX 79316-2736

• 

  Greyhound Lines, Inc.

  111 N Avenue K Levelland, TX 79336-2321

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a bus ticket to go from ********* ******* to *******************. And the driver was 2 hours late, making me late for my transfer bus. Leaving me stuck in ******* for a whole day with no housing accommodation. And when I tried to call customer **********************, 5 times I was transferred to someone in another country , who basically told me that I was stuck and did not care about my situation and wanted to see if I wanted to buy another ticket, I have screenshots and voice recordings as proof of the negligence that Greyhound Bus lines are operating at the moment. It is very unprofessional and ultimately, a waste of money

  Business Response

  Date: 03/29/2023

  Thank you for taking the time to contact our office. 
  
  It is the goal of Greyhound Lines Inc., to transport passengers in the most effective and comfortable manner possible. Unfortunately, there are many factors that can lead to unforeseen changes and delays. Although we make every effort to meet the arrival and departure times printed in our schedules we cannot guarantee these times.

  We have received your request for refund.   We are unable to honor your request, the most we can do  is provide you with the travel voucher previously offered. If this Voucher will suffice, please let us know.

  We certainly understand your frustrations, unfortunately we are not always able to provide a resolution the customer would like. We wish we could have been more positive with our response.

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After the company cancelled my trip at the last minute I was told that I would be refunded the money in **** business days. Then **** and now just waiting until whenever I suppose. They have no intention of making my refund a priority.

  Business Response

  Date: 03/29/2023

  Thank you for contacting our office regarding your refund.
  
  Our records shows that a refund in the amount of  $113.98 for Confirmation number ******** was already processed on March 8th, 2023
  The credit must  have appeared on your account in no more than 14 business days from the date that it was issued. However, it can take 1 to 2 billing cycles to be seen on your statement.

  Please contact your bank or credit card company to inquire about this credit.
  
  We appreciate your business and hope to provide your travel needs in the near future.
   

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 20th of 2022 I booked and paid for a return trip to ************ ******* from ***************. There was a 5-hour layover in ******* which was about the worst traveling experience I ever had in my life first of all the ticket counter person was combative and nasty secondly the security people that they contracted to handle their terminal in ******* we're confrontational and I quote there was a young female Latin security officer who told me I'm not f****** paid to watch your mother f****** luggage when I told her about her mouth and not to talk to a veteran in such a way the other security officer wanted to square off against me I reluctantly declined and immediately filed the complaint with Greyhound from which I've not heard back since in addition to that I called my bank ***** Fargo and disputed the charge of $88 and some sense to which they gave me a temporary credit which is since been removed because Greyhound said that I completed the trip for which I had no choice I was due at a very very important meeting the following day relating to a new job and had to take the return trip and that's where part two of this begins upon arriving in ************ it was around 11:00 at night I was tired and not sure where I was going to stay so I was looking through my phone and resting in the Greyhound terminal across from the ************ transit authority when the bus driver for that last bus going out told me I had to leave but he didn't do it in a very nice way and then offered to fight me out in front of the facility. Again I very reluctantly declined I've tried since then to contact Greyhound but all I get are there call centers in *************** I get rerouted and my bank took away the credit a week ago Greyhound claimed that I had of course completed the trip and it caused my checking account to go into negative territory and I almost got charged an additional $35 fee thanks to the situation I was encouraged by ***** ********** to take this all the way and contact you folks and I believe security footage from both facilities will back me up. This is my second filing I don't know what happened to the first one that I filed through Northeast ******* but I hope I get some results and I absolutely demand a refund from Greyhound they can keep the apology because I know it's not hard felt. Again the incident occurred on a return trip December 20th of 2022 between the times of say 10:00 a.m. and 11:00 p.m.

  Business Response

  Date: 04/06/2023

  Thank you for expressing your concerns about the discourteous treatment you experienced with one of our terminal employees and driver.  On behalf of Greyhound Lines, Inc., please accept our apology.
  
  Greyhound values its customers, and wants to make sure they have a pleasant trip.  Our employees are trained professionals, who should behave in a competent and courteous manner at all times.  The behavior you described will not be tolerated, and we can assure you appropriate action will be taken to prevent a recurrence.  Reprimands range from additional training, to suspension, to termination.  However, as you can understand, the contents of an employee's personnel file, as well as any form of reprimand given, are confidential, and cannot be disclosed to any person outside of our organization.
  
  After carefully evaluating your case unfortunately, the ticket you submitted has no refund value.  You purchased an Economy fare, which is non-refundable. However In the interest of customer gesture, we would like to offer you an Electronic Travel Voucher in the amount $88.99 as a compensation for the inconvenience. This voucher will be valid for 3 months from the date of issuance and can be redeemed at any time before expiration and expires after one-time redemption. You can purchase tickets over the phone at ************** or visit our site www.shop.greyhound.com.
  
  If this voucher will suffice, please confirm to us so that we can continue the process.
  
  We hope you will not let this incident deter you from using our services and trust you will give us another opportunity to prove we can be the most reliable and economical form of transportation to meet your needs.
  

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived last night at 9:19pm. Was able to buy my ticket due to issues with the "ziosk" machines, having cash only, the employees not being able to help us (telling us to go o the booth; people at booth telling us go online.) and my phone dying on me at 8:24am. (11+ hours later) My $37.99 ticket was then canceled without my permission; refunding only $9.99 in about ***** business days....The bus station is filled with people who are angry. Human beings who have enough going on in their lives. 1 guy was trying to get to a funeral even. I'm trying to get to my home before my eviction due to not enough funds to pay for another night now. Im struggling as is to make ends meet and you are taking advantage of not just me, but thousands, if not, millions of HUMAN BEINGS doing the exact same thing; struggling. Humanity is about working as a whole. Helping your neighbor when they fall. Having the next persons best interests at heart. I understand the refund date is out of your hands thats why they shouldnt charge your card until you scan your ticket on the bus. They shouldn't cancel entire bus trips because of rain that lasted 30 minutes. And if they do so, provide transportation for emergencies such ad the two listed above. I will fight until the people of this systematically broken country have a voice. I will raise my fists with any human being no matter their color or gender. I will make sure every AMERICAN has EQUAL representation. I may be white, but I stand for PEOPLE'S RIGHTS. WE ARE NOT MISFITS TO BE TOSSED ASIDE; WE ARE A HUMAN COMMUNITY. WE DESERVE PUBLIC TRANSPORTATION FROM ANY CITY, TO ANY CITY REGARDLESS OF TIME AND LOCATION. These corporate people sit in there window-walled tours overlooking the trenches, when having never walked a mile in our shoes. I will walk every mile I have to until something changes; that starts here.

  Business Response

  Date: 04/10/2023

  Hello ******
  
  

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a seat on greyhound bus to go to my mother's funeral 2 things happened 1) I received an email saying they could not get me to my destination due to weather conditions so I called customer support got a recording then called another number talked to a very rude associate who could barley speak English and asked about what they could do The operator asked me how to spell this or that must have repeated herself 10 times then when transferred me to a supervisor hung up on me after two more calls we got that fixed.2) I went to the bus stop a hour before bus was to arrive at station in ********** and waited till 6pm with outside temps in the 20s no bus the bus never arrived when I called again I got no response as to why the bus never showed up. I will never ever take Greyhound anywhere worst service all around I ever had.

  Business Response

  Date: 03/24/2023

  Thank you for contacting our office with your concerns.

  At your earliest convenience, please provide us with the booking number of the ticket to further assist you, if you still need it.
  
  We look forward to serving your travel needs.

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Another example of sterling customer *************************** past Sunday, 19 Feb 2023, I received two phone calls from Greyhound hours apart (12:49 PM & 6:45PM EST) that easily could have been emails - each call interrupting my day to tell me that my booking had changed (I had two bookings). This could have been simplified by either one call about both bookings or no phone calls at all.The fact being that both tickets had NOT changed, only the booking numbers had changed. The first booking ***********) - the departure time had changed by 1/2 hour as did the dropoff location. The second booking ***********) - absolutely nothing in the booking had changed other than the new booking number (so to say my booking had changed was a lie).These two phone calls easily could have been emails as nothing actually merited my attention. My email address hadn't changed from the time I booked those tickets to now, so I don't see why they needed my permission to email me (something they should have done anyway).Again, a lack of communication by obviously outsourced customer support that isn't very good with English.Do better, Greyhound.

  Customer Answer

  Date: 02/24/2023

  ***Document Attached***
  Attached: Email I sent Greyhoud (19 Feb) and the response (21 Feb) which had nothing to do with what I was asking.
  
  Then, after further response of "No, you misread, this is clearly not what I said", they STILL thought I was asking for a refund.
  
  I get the whole outsourcing your support to save money, but basic English comprehension should be the bare minimum here.
  See Attachment/File: 19 Feb - Email sent to Greyhound

  Business Response

  Date: 05/08/2024

  We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
  
  

  Customer Answer

  Date: 05/08/2024

  I am rejecting this response because:   a) Why did it take over a year to get any response?, b) They don't specifically outline any steps they'll take to address my complaint.

  Business Response

  Date: 05/28/2024

  Thank you for taking the time out of your busy schedule to share your thoughts with us. We believe that it is important to strive for improvement constantly, and we greatly value your input in this process.
  
  We want to assure you that your concerns have been heard and documented for proper action. We take all feedback seriously and will do everything we can to ensure that your experience with us is a positive one.

  We understand that this incident may have caused some inconvenience, but we sincerely hope that it will not deter you from using our services in the future. We would be honored to have another opportunity to prove that we are the most reliable and economical form of transportation to meet your travel needs.
  
  Once again, thank you for your feedback and for choosing Greyhound Lines, Inc.

  Customer Answer

  Date: 06/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a greyhound ticket on Feb 14. 2023, for Feb 21, 2023 ********** ** to ******** ** , on Feb 21, 2023 was at ********** ** greyhound counter checked in , all ok for check in had confirmation number and ready for bus, baggage checked and all good was told by lady greyhound agent, upon getting on bus was told didnt have on list went back inside to counter, lady at counter said now that the ticket had been cancelled from my bank. Contacted my bank the transaction was never cancelled by my bank. I contacted the on line website and also the 1 800 phone number they gave me to call spoke to supervisor who said they couldnt do anything except for me to buy another ticket, and do a complaint, at this point i had already called them 3 times to be on hold 30 mins and the adjent talking in hindu to someone else and laughing. The lady adgent at the greyhound was rude and wouldnt help. I need my money back because I nor my bank did not cancel this transaction so this is not my fault its greyhound and now i lost my money and the trip and gas to get there and back 2 hrs away from my home. This was a horrible experience.

  Business Response

  Date: 04/06/2023

  Thank you for contacting our office. 

  Regarding your concern, please be advised that a third party company cancelled and refunded your ticket back to the purchasing account due to possible fraudulent activities.
  
  A credit for $91.99 for confirmation number ******** was processed back to the purchasing account in February 21st, 2023.
  
  The credit must  have appeared on your account in no more than 14 business days from the date that it was issued. However, it can take 1 to 2 billing cycles to be seen on your statement.  
  
  Please contact your bank or credit card company to inquire about this credit.
  
  We appreciate your business and hope to provide your travel needs in the near future.

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to purchase a ticket to **************** **, for a funeral. Upon finalizing my purchase I was given an error message. I didn't receive an email but I was notified that my account was charged for $94.98 that's the price of the round trip ticket. By this time I had gotten that same error message whenever I tried to log in. I ended up booking with another travel agency because as I said this was for a funeral so it was time sensitive. I called customer ********************** and was assured that the payment would be "kicked back because it didn't go through in a good way". I waited the entire weekend which included a holiday (Presidents' Day). I called customer ********************** again and was spoken to unprofessionally and hung up on. The second attempt was more fruitful the lady helped me file for a refund (there's a long drawn out process to filing online almost like a hidden hack which makes it hard for your average person to just simply file for a refund l, very misleading). I went through all of what she said. I got a response 2 days later saying the ticket I purchased was non refundable so they're not refunding my account for a ticket I never even received a confirmation number for! The way I got the information was through the last customer ********************** rep I spoke to. Any help you can provide is greatly appreciated. I would like my refund and a formal complaint filed against this company that I once thought was reputable.

  Business Response

  Date: 04/06/2023

  Thank you for contacting our office with your concerns. We apologize for the delay in responding to your request.
  
  We have received your request for a refund on your ticket confirmation number ********. Please be advised that you purchased one of our promotional fare tickets, which are non-refundable. Therefore, we will not be able to honor your request for a refund.
  
  However, in the interest of customer ********************** and as a gesture of goodwill, we would like to offer you a Virtual Travel Voucher in the amount of $64.99, This voucher will be valid for 3 months from the date of issuance and can be redeemed at any time before expiration and expires after one-time redemption. You can purchase tickets over the phone at ************** or visit our site www.shop.greyhound.com.
  
  If this voucher will suffice, please confirm to ** so that we can continue the process.
  
  We appreciate your business, and hope that we can serve you again in the near future. 

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because: I never received a ticket so how can they say its not refundable?? I never received it! 
  2nd theres no excuse for how I was treated on the phone. 

  Business Response

  Date: 05/24/2023

  We sincerely regret the disruption of your travel plans and apologize that this happened. Please be assured that we have been and will continue to work hard to ensure that delays and cancellations are kept to a minimum as far as possible.

  Regarding your concerns and after further validation, we are not able to honor your request due to ticket restrictions as services were still provided.

  In addition, please be advised that the voucher is the highest form of compensation that we can offer.
  
  We apologize for the inconvenience.

  Business Response

  Date: 05/26/2023

  We sincerely regret the disruption of your travel plans and apologize that this happened. Please be assured that we have been and will continue to work hard to ensure that delays and cancellations are kept to a minimum as far as possible.
  
  Regarding your concerns and after further validation, we are not able to honor your request due to ticket restrictions as services were still provided.
  
  In addition, please be advised that the voucher is the highest form of compensation that we can offer.
  
  We apologize for the inconvenience.

  Customer Answer

  Date: 05/26/2023

  I am rejecting this response because: Im saying I never got a confirmation number therefore I didnt get a ticket. THE SERVICES WERE NOT RENDERED!!! I ended up on a totally different poor quality bus line! Theres still not a reason customer ********************** lied to me before my trip about a refund and was nasty to me afterwards! I want a full refund! 
  

  Business Response

  Date: 05/30/2023

  Thank you for reaching us back.
  

  
  Regarding your concern unfortunately, we are not always able to provide a resolution the customer would like. We are unable to honor the request due to ticket restrictions. An amount of $64.99 is the maximum resolution that we can offer.

  
  Again, we apologize that our response could not be more favorable. We hope you will not let this incident deter you from using our services and trust you will give us another opportunity to prove we can be the most reliable and economical form of transportation to meet your needs.
  

• Initial Complaint

  Date:02/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 9th I purchased a bus ticket for my son from ********** **** to ********* **.That day he was robbed and his car was stolen at a gas station in **** and he was taken by ambulance to ************************ Hospital. His bus was obvious he couldn't get on at this point.When he was discharged I had to purchase another ticket for him on Feb 12 using the same bus line. Greyhound.I would like a refund, the confirmation number is ******** ******************************Awful the customer ********************** they only notify you only by email and get foreign speaking agents unable to understand. I also wrote to Corporate Headquarters. Please help.this was emergency they should refund me $71.99 price of first ticket.Horrible company to deal with.

  Business Response

  Date: 02/24/2023

  Hello ****,
  
  Thank you for contacting our office with this matter.
  
  We would like to offer you an Electronic Travel Voucher (ETV) in the amount $71.99. This ETV is valid for 3 months and it can only be redeemed once and you can purchase tickets over the phone at ************** or through our website shop.greyhound.com
  
  If you agree with this resolution, please do not hesitate to contact ** back with your response so we can continue with the process.

  Customer Answer

  Date: 02/28/2023

  I want a refund their bus line is filthy dirty and will not use them again. Please have a refund credited to my original method of payment please.
  No voucher is wanted to use their service I won't use.
  Please refund me back to my card
  
  Thank you
  ***********************
  

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***************************, ticket confirmation number ********, open case number ********, $155.98 refund due. Bought a flexible ticket which promised a refundable fare, ended up changing my travel plans and purchased a new ticket so requested a refund for the old one. Submitted that refund request on January 6th; have gone back and forth with customer ********************** ever since and still have not received the promised refund even though by their own admission it is well past the set time frame. Emails attached. Please help.

  Business Response

  Date: 02/24/2023

  Hello *****,
  
  Thank you for contacting our office and we sincerely apologize for the delay in responding to your request.
  
  Greyhound Lines, Inc., is committed to providing quality customer ********************** and maintaining affordable prices. It is important to us to always strive for improvement and your input will help us with this process.
  
  In regards to your refund request, be advised that a refund in the amount of $155.98 for confirmation number ******** was already processed back to the purchasing account.