Business Profile

Bus Lines

Greyhound Lines, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

2,212 total complaints in the last 3 years.
631 complaints closed in the last 12 months.

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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:12/10/2025
Type:Product 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.
I booked a greyhound trip from REMOVEDto REMOVED(my booking number REMOVED, I paid REMOVEDfor two tickets). My ticket shows the pickup location is REMOVED. But the bus never showed up and we ended up having to book a flight to REMOVEDwhich costs $360+ additional for us.We arrived 15minutes early at the pickup location (I have lyft receipt showing that). We waited together with another group of passengers but their ticket shows the pick up location is REMOVED. Greyhound bus did not show up and both us and the other group had to book alternative transportation. What must've happened: Greyhound bus only went to the REMOVEDlocation to pick up passengers but did not communicate this with us - costing us to miss the bus. Greyhound knows all about this but keeps saying the bus arrived at our pickup location (REMOVED). They are denying our refund requests and persist in saying the bus went to our pickup location. We waited for 15 minutes but the bus never came. They are deceiving customers and extremely irresponsible for what disruptions they incur to customers. I exchanged lengthy emails with them but they remained very disrespectful and did not care at all about the disruptions they caused. They simply lied about where the bus went and claimed everything went normal.
Business Response
Date: 12/12/2025
Thank you for taking time out of your busy schedule to share your thoughts.

We regret any inconvenience caused and sincerely hope for your understanding. Similar to other modes of transportation, we are occasionally subject to circumstances beyond our control. Safety remains our top priority, and we are committed to ensuring the well-being of our passengers. We apologize for any disruption to your travel plans.

Rest assured that we are continuously striving to minimize delays and cancellations to the best of our ability. To compensate you for this inconvenience we have issued a voucher refund in the amount of $97.95USD. The voucher code has also been sent to the email originally used for booking the ticket.
The voucher code is REBUXCKARVEM, is valid immediately and can be used within one year (until December 12, 2026REMOVEDrem;">) for a future booking.
You may utilize it to purchase tickets either by calling REMOVED, by visiting our website at REMOVEDas well as through our partner agencies or via the Greyhound App multiple times until the credit is used up.

Through the Greyhound App or on our website:

Copy the voucher code directly from the email

In the booking process, click on "Enter voucher" under the total amount displayed

Paste your voucher code and use the Redeem button to redeem the value of the voucher.

Please note that you can use one voucher per booking.

Thank you for your interest in Greyhound Lines.
Customer Answer
Date: 12/12/2025
This is the same response I received from Greyhound earlier. I am not satisfied with the voucher as I don't want to use their service in the future. But unfortunately I don't think there is any other way I can get my money back other than a voucher. This is utterly disappointing behavior from Greyhound.
Initial Complaint
Date:12/05/2025
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.
In April 2025, I purchased a round-trip Greyhound/FlixBus ticket from REMOVEDto REMOVED(Confirmation #REMOVED) for travel April 1012. On April 9, less than 24 hours before departure, Greyhound canceled my outbound trip and emailed me stating that I was eligible for a refund. Because of the sudden cancellation, I was unable to travel at all and missed a close family members funeral, which caused significant emotional distress.When I called Greyhound Customer REMOVEDto accept the refund they offered in writing, I was told that they would not issue any refund for either leg of the trip, even though the trip was canceled by Greyhound and I never traveled. I later filed a dispute with my bank (REMOVED), explaining that the service I paid for was not provided. REMOVEDinitially refunded me, but Greyhound then responded to the bank claiming that I boarded and completed the trip. This statement is false. I did not travel at all, and I have documentation proving this.Because of Greyhounds false statement, REMOVEDreversed the credit and closed the dispute. I again contacted Greyhound to request the refund they had promised, but they refused, stating that they could not refund a ticket because a chargeback had been filedeven though the chargeback is now closed and does not prevent Greyhound from issuing a manual refund.Greyhound canceled my trip, promised a refund, refused the refund, and then provided false information to my bank. This has caused financial loss and emotional distress. My mother experienced the exact same situation on the same day with her own separate ticket.I am requesting assistance in obtaining the refund I am owed and to address Greyhounds misleading and unfair business practices.
Business Response
Date: 12/08/2025
Thank you for taking time out of your busy schedule to share your thoughts.

Unfortunately, we will be unable to process your request since a chargeback was made for this order. You must contact your card company with any concerns you might have about your account.

We appreciate your business, and hope that we can serve you again soon. Should you have any additional questions or concerns, please do not hesitate to contact us.

Thank you for your understanding.
Customer Answer
Date: 12/08/2025
I am rejecting this response because: it is factually incorrect and does not address the issue. Greyhound continues to state that they cannot process the refund because a chargeback was made, but that is not true in this context.
Yes, I originally filed a chargeback with REMOVED. However:
The chargeback is closed.
REMOVEDreversed the credit after Greyhound told them I boarded the bus (which is false).
There is no active chargeback in place.
Because the dispute is closed, Greyhound is completely able to issue a manual refund. A closed chargeback does not block a merchant from processing a refund. Their explanation is not accurate.
If Greyhound believes there is still an active chargeback, I request proof because REMOVEDconfirmed the dispute is closed and the credit has been reversed.
The real issue here is that Greyhound falsely told my bank that I boarded the bus when my trip was canceled the day before departure. This false statement caused the reversal of the refund and left me paying for a trip I did not and could not take. I missed a family funeral because of this cancellation.
Greyhound canceled the trip, promised a refund in writing, refused the refund, and then provided incorrect information to my bank. The solution has not been provided.
I am again requesting the refund of $160.96, which Greyhound owes based on their own cancellation and refund policy.
Business Response
Date: 12/08/2025
Thank you for taking time out of your busy schedule to share your thoughts.

We apologize for any frustration you may be experiencing. Our team strives to provide the best possible solutions, but we understand that there are situations where our responses may not meet your expectations. We truly wish we could have provided a more positive outcome and resolve the issue in a way that would satisfy you completely.
In response to your concern, since a chargeback was made for this order. You must contact your card company with any concerns you might have about your account.

We hope you will not let this incident deter you from using our services and will give us another opportunity to prove that we can be the most reliable and economical form of transportation to meet your travel needs.

Customer Answer
Date: 12/08/2025
I am rejecting Greyhounds response again because it continues to repeat incorrect information and does not address the facts.
Greyhound keeps stating that they cannot process a refund because a chargeback was made. This is misleading and not accurate. Yes, I filed a chargeback originally, but:
The chargeback is CLOSED.
REMOVEDreversed the credit after Greyhound falsely told them I boarded the bus.
There is NO active chargeback blocking a refund.
I have already confirmed with REMOVEDthat no dispute is open on this transaction. If Greyhound believes there is still an active chargeback, they must provide written proof. They have not provided any evidence, because none exists.
Greyhound canceled my trip less than 24 hours before departure, emailed me stating I could request a refund, then refused the refund. Their false claim to my bank caused financial harm and a reversal fee. I did not travel at all, and I have documentation proving I did not board any bus.
This response does not resolve the issue and does not address Greyhounds false reporting to my bank. I am again requesting the refund of $160.96, which Greyhound owes under their own cancellation policy.
Initial Complaint
Date:12/04/2025
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 return from Thanksgiving trip on the App and I believed it to be for the night/morning starting the Friday after Thanksgiving. However, the App was booked me for the night of Thanksgiving. I received no help from Customer REMOVEDand I had no choice but to rebook at a Peak cost of $628 for myself and my two sons. This more than doubled the cost of the trip. As I understand it, I am not the first REMOVEDto have their App book the wrong date.
Business Response
Date: 12/05/2025
Thank you very much for taking the time to share your feedback and concerns regarding your recent Greyhound experience.

Customer feedback is important to us, as it allows us to evaluate our product constantly, service, and operations and make necessary changes. It was unfortunate to read that your recent experience fell so far short of your expectations.

We truly understand your circumstances, however, in accordance with our Terms & Conditions, no refund is possible. Unless one of the two cases below applies:

1. Cancellation on our side.

2. Delay of more than two hours, and the passenger does not take the trip.

There was no cancellation nor delay of more than two hours on the said trip. With that being said, we regret that we cannot meet your request in this case. However, we look forward to an opportunity to restore your trust in our services on a future Greyhound journey.

Thanks for your support and understanding.
Initial Complaint
Date:12/04/2025
Type:Order 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 bought a ticket for my daughter REMOVEDon November 3 REMOVEDfrom REMOVED,ny to REMOVED,Tx mid way though the trip the bus broke down she was stranded for more then 8 hours before they decided to send another bus after them . Only to reach REMOVED,Tx and told it would be the next morning before they could continue the trip . I immediately. Filed for a refund because I read if you are left standing for more then 6 hours you would be entitled to a full refund . My daughter took pictures to document the whole ordeal . On top of all that my daughters one bag was lost and never found .
Business Response
Date: 12/05/2025
Thank you for taking time out of your busy schedule to share your thoughts.

We apologize for the inconvenience caused, but we really hope you understand that just like all other transportation, we are also subject to circumstances that we sometimes do not have control over. Safety is of utmost importance, and we will spare no efforts to ensure the welfare of our passengers. We sincerely regret the disruption of your travel plans and apologize that this happened.

Regarding your concern, we regret to inform you that we are unable to honor your refund request as service was still provided and the trip was completed, we understand that this may not be the outcome you were hoping for. We apologize that we cannot fulfill your request.
Please visit our website REMOVED, you can submit a lost item request and be further assisted.
Initial Complaint
Date:12/04/2025
Type:Service or Repair 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.
On November 11th 2025 I take a bus from REMOVEDto REMOVEDwhere I had to get off the bus for a few minutes I thought I have took that trip three times in the last year and I have never changed buses at the REMOVEDonly this time my ticket had changed and I had to switch buses I did not see that I had to switch buses at the time and when I got off the bus the bus left with my luggage underneath and since then I have complaints with Greyhound and flicks bus lines All in all the representative for Flix told me that the driver of the bus that evening had turned in a suitcase over the phone she told me this and I have witnesses plus that recorded the phone call she told me the driver had turned in a suitcase that afternoon only now they tell me they cannot find my luggage and it has my computer in it it has money in it and it has all new clothes everything new they've kept the whole suitcase and all my belongings at the time all new stuff a laptop computer $400 in cash all closed new and shoes makeup hair care and they're saying that they cannot find it now It has been almost a month and they have give me the runaround The last time I took this trip in January of last year on my ride back home they got my ticket wrong and when I canceled the ticket so I can buy another one to get home on I spent two days in REMOVEDa bus station all while being threatened by the security guard to being kicked out on the street because I did not have a ticket cuz I had to cancel my ticket to buy a new ticket and once canceled they kept my money for a cancellation fee and I was stuck there for the two days trying to get home once home I was on the phone with him constantly trying to get my money back for the tickets that I did not use and they charged me for three times to get home on and I feel like they kept my luggage on purpose for that
Customer Answer
Date: 12/05/2025
There is a recording from there company the flixbus line I called in like two or three days after I would come home My aunt is a witness the representative over the phone said that the bus driver had turned in the suitcase the same afternoon as November the 10th The day that it was left on the bus and now they're saying that they cannot find it once they found out what was inside
Business Response
Date: 12/05/2025
Thank you for taking the time to share your thoughts with us.

Upon reviewing your ticket, it shows that it was purchased through the FlixBus website. For any requests or concerns, you may visit their website at REMOVED and go to "Help" and click on "Chat with an Expert". It will ask you to fill out your details to start your chat. We hope that this information helps.

We apologize that we are unable to assist you further with your concern.
Business Response
Date: 12/18/2025
Thank you for contacting our office with your concerns. We sincerely apologize for the delay in responding to your e-mail.

Regarding your concern, you are currently contacting Greyhound Line REMOVED, you will need to contact Flixbus to get further assistance.

Thank you for your understanding.

Customer Answer
Date: 12/20/2025
They have emailed the most times telling me that they have not found my luggage both flicks bus and Greyhound bus lines have both did this I rode the flexibus part of Greyhound to the Greyhound station in REMOVEDand that is where the representative told me on the 13th or 14th in the early morning of November that the bus driver of that bus had turned in my suitcase that same afternoon on November the 11th .. It's one of their representatives told me this over the phone My aunt heard them say it they were on speaker plus they record off phone calls please look into that thank you
Customer Answer
Date: 12/20/2025
I am rejecting this response because: because I've already spoke with flicks bus lines also I've been in contact with both flickes and Greyhound and flicks is part of a greyhound.. that being said the flicks must dropped me at the Greyhound bus station in REMOVEDwhere it took off with my belongings and the Greyhound bus station in the flicks representatives are the ones who told me that the driver dropped my suitcase that evening cuz he had found it left on the bus It was returned I have proof of a recording with the representative My aunt heard them say they had found it and I would like my stuff please My daughter's computer was in that and it's all added up to over $1,000 $1,500 worth of stuff clothes heels makeup hair products money My daughter's laptop with my business stuff on it and it's just it's a big and convenience and I would like my stuff back please and thank you
Customer Answer
Date: 12/20/2025
Although Greyhound is not flicks they still run with the same company and they still drop off at the same bus lines The driver of that bus went somewhere with my belongings and if he didn't return them then who did and who got them when they were returned somewhere somebody that works there has my belongings and I want them back
Initial Complaint
Date:12/03/2025
Type:Product Issues
Status:
UnresolvedMore 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 initially bought a ticket on November 19th 2025 was scheduled to leave REMOVEDNovember 22nd 2025 and arrive in REMOVEDon the 23rd of November 2025. I had connections in REMOVED, REMOVED, REMOVEDand to arrive in REMOVEDafterwards. Once I arrived in REMOVEDthe bus for Greyhound never arrived was delayed more than 3 hours where I missed a connection to REMOVEDand of course REMOVED. Greyhound instructed us to get on another bus without notification to go to REMOVEDwhere again I had no ticket to arrive in REMOVED. I sat in REMOVEDfor 5 hours where they demanded me to call customer REMOVEDand change my original ticket they then rerouted me to REMOVEDfor me to have to sit for 2 hours to get on another bus to REMOVEDto sit 3 hours to catch the next bus to REMOVEDall the while I have my psychiatric service animal with me. I was originally scheduled to arrive in REMOVEDat 2 in the afternoon but because of the inconvenience of everything I now wouldn't have been arriving until 10pm. So I contacted Greyhound cancelled the last ticket and had family pick me up in REMOVED. Greyhound policy states that if you're delayed more than 120 minutes they offer a refund. They are now telling me that a refund is not possible due to my ticket being non-refundable. I have communicated with emails back and forth for the last several days with the end result being them trying to give me a voucher only for the ticket that I did not use.
Customer Answer
Date: 12/04/2025
They are still only trying to refund me a portion of the ticket I didn't use instead of the full amount
Customer Answer
Date: 12/04/2025
They are still only trying to refund me a portion of the ticket I didn't use instead of the full amount
Customer Answer
Date: 12/04/2025
They are trying to give me a partial refund for the ticket not used.
Business Response
Date: 12/04/2025
Thank you for sharing your concerns regarding the inconvenience you experienced while using our services.

Regarding your refund request, be advised that a refund in the amount of $26.74 for booking number REMOVEDwill be processed back to the purchasing account. Please allow 7 to 14 business days for processing. However, the credit can take 1 to 2 billing cycles before appearing on your statement.

We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs.

Thank you for your interest in Greyhound Lines.
Customer Answer
Date: 12/04/2025
I am rejecting this response because: Their policy specifically states that if a person has to wait for 120 minutes or more they are allowed a refund. I was delayed for over 4 hours not by choice in the matter it would have been different if I would have purchased the ticket knowingly have to wait that long but due to the carelessness of the company and the driver who failed to show up and received no notification from the company of such I will not accept the offer they are trying to make. I am asking for a FULL refund as their policy states would be.
Customer Answer
Date: 12/04/2025
So Greyhound refunded the money that they offered that is not what I wanted from them what so ever.
Customer Answer
Date: 12/04/2025
So Greyhound refunded the money that they offered that is not what I wanted from them what so ever.
Business Response
Date: 12/05/2025
Thank you for reaching us back.
Based on our records, we verify that you agreed to reissue the ticket from REMOVEDto REMOVED. We also verify, the amount of the ticket on the said location was $26.74 including the luggage that you've paid. Therefore, the said amount is the maximum that we can provide.
We wish we could have been more positive with our response and hope that we can serve you again soon.
Initial Complaint
Date:12/03/2025
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 ticket for a trip that was cancelled a couple of hours before it was supposed to leave. The departure date, time, and location was November 30 at 4:20 pm from REMOVED, REMOVED. Arrival was supposed to be REMOVED, December 1 at 8:05 pm. This same thing has happened before and they only gave me a voucher worth half what I paid for the ticket, which I used to purchase this ticket. I asked for a cancellation refund since I had to spend nearly twice as much for another ride. I paid $46.58 with the voucher, and $53.80 with my debit card. First they offered a 3 month voucher for $84 or so, I said no, I wanted a full refund, then they offered the voucher back and only $37.46 refund on the card. I told them I wanted refunded the full amount on my card since this is the second time this has happened. Please help.
Business Response
Date: 12/04/2025
Thank you for taking time out of your busy schedule to share your thoughts regarding our services.
In response to your concern, Please be advised that a refund was processed in the amount of $53.80 to be credited back to your account within 7-14 business days. We also issued a Voucher so you can purchase a new ticket.
Voucher Code: CUSKULZX9CRM
Amount: $46.58

Validity : 3 months from the date of issuance (March 3, 2026)
We appreciate your business and hope that we can serve you again soon.
Thank you for your interest in Greyhound Lines.
Initial Complaint
Date:12/03/2025
Type:Product 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.
Bus was supposed to leave at 12:00am going to REMOVED. The departing bus was over 3 hours late. The connecting bus was supposed to take me from REMOVEDto REMOVED. I received an email from greyhound that my trip was back on schedule at 3:00am.Once I reached my connecting bus in REMOVEDthe connecting bus going to REMOVEDwas already gone and had been gone for 3 hours. I was never informed by greyhound that I wouldn't have transportation to my final destination. Had I been told, that I wouldn't be transported to the destination I paid for I wouldn't have got on the bus. I was left stranded in REMOVEDwith no other bus going to REMOVEDuntil the next day. I requested a refund and was offered a fraction of the cost for the ticket. Not only did greyhound not render the services paid for, they also are not refunding the full price of the ticket. This is unfair and fraudulent. you cant take someones money and not complete the service. It clearly states on greyhounds website if bus is delayed 120 mins I will receive a refund for the ticket. I need my money back.. THIS IS UNFAIR!
Business Response
Date: 12/04/2025
Thank you for reaching out to our office with your concerns.

In response to your email, we regret to inform you that we cannot accommodate your request at this time. To ensure the security and confidentiality of our customers' personal information, we can only assist the passenger or cardholder directly. As your name is not listed on the ticket, we advise that the passenger or purchaser contact us for further assistance.

Thank you for your understanding.

REMOVEDpx;">
Customer Answer
Date: 12/04/2025
I am rejecting this response because: I am the guardian of the passenger on the ticket. I am his mother who purchased the ticket for my son
Business Response
Date: 12/05/2025
Thank you for contacting our office with your concerns. We sincerely apologize for the delay in responding to your e-mail.

Due to data protection regulations (GDPR), we need to collect additional details before we proceed to review your request.

Please provide us with the following details:

- Passenger/s full name/s:

- Email address used for booking:

- Phone number used on the booking (If applicable):

- Trip date and time, departure and arrival locations:

- Booking channel (app/website):

Once we have received this information, we will be able to review your case further.

We appreciate your help and look forward to resolving your issue.
Customer Answer
Date: 12/05/2025
I have reviewed the business response and accept this resolution.
Passenger name - REMOVEDWilliams
Email- REMOVED
phone - REMOVED
Trip- REMOVEDto praire view REMOVEDon December 1st,2026..REMOVEDrem;">12.01am-7:10am
REMOVEDrem;">REMOVEDto downtown REMOVED12:01am-4-15am
REMOVEDrem;">Downtown REMOVEDto Prarie view 6:05am-7:10am
REMOVEDrem;">booking channel website
REMOVEDrem;">Booking # REMOVED
Initial Complaint
Date:12/03/2025
Type:Service or Repair 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.
I purchased 2 bus tickets for my daughter and her boyfriend to get back to college traveling on Sunday November 30th 2025. The itinerary for those tickets had us leaving REMOVED, MA at 11:15am, arriving in REMOVEDat 3:45pm, departing REMOVEDat 5:15pm and arriving in REMOVED, REMOVEDaround 7pm. The bus from REMOVEDto REMOVEDhit massive traffic delays and arrived at the REMOVEDbus station at 5:59pm. Naturally they missed the 5:15pm bus and we had to purchase tickets to a later bus leaving at 7pm and arriving in REMOVEDat around 9pm. I am seeking a refund for the bus that was supposed to leave REMOVEDat 5:15pm because the bus Greyhound put them on to get to REMOVEDwas delayed by over 2 hours. Greyhound is refusing the refund stating that the first bus arrived on time at 3:45pm. I have (an attached) screen shots from REMOVEDtracking app time stamping the entire trip. They left REMOVEDat 11:22am and stopped in REMOVEDat 3:32pm "for a break", they left REMOVEDat 3:54pm and arrived in REMOVEDat 5:59pm. I have attempted multiple times to get my refund directly from Greyhound and they have refused.
Business Response
Date: 12/04/2025
Thank you for your email. We would love to assist you. Please note that to give your situation ample time and care, there are a few things we will need from you to help with the process.

Order ID number:

Passenger's name:

Departure location and destination:

Travel date:

We appreciate your help and look forward to resolving your issue.
Customer Answer
Date: 12/04/2025
I have reviewed the business response and accept this resolution. I'm providing the info they asked for in detail below:
Order number/booking number: REMOVED
Passenger names: REMOVEDand REMOVED
Departure location: REMOVED, REMOVED
Destination: REMOVED, REMOVED
Travel date: 11/30/2025
Business Response
Date: 12/05/2025
Thank you for reaching us back.
Customer feedback is important to us, as it allows us to evaluate our product constantly, service, and operations and make necessary changes. It was unfortunate to read that your recent experience fell so far short of your expectations.
We truly understand your circumstances, however, in accordance with our Terms & Conditions, no refund is possible. Unless one of the two cases below applies:

1. Cancellation on our side.

2. Delay of more than two hours, and the passenger does not take the trip.

There was no cancellation nor delay of more than two hours that passengers will miss their connecting bus. With that being said, we regret that we cannot meet your request in this case. However, we look forward to an opportunity to restore your trust in our services on a future Greyhound journey.

Thanks for your support and understanding.
Initial Complaint
Date:12/03/2025
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 missed my bus and was delayed over REMOVEDwith no where to go and no funds for lodging or anything else due to the driver leaving earlier than the agreed upon departure time...
Business Response
Date: 12/03/2025
Thank you for contacting our office with your concerns.

We apologize for the inconvenience caused, but we really hope you understand that, just like all other transportation, we are also subject to circumstances that we sometimes do not have control over. Safety is of the utmost importance, and we will spare no efforts to ensure the welfare of our passengers. We sincerely regret the disruption of your travel plans and apologize that this happened.

Regarding your request, please email us back 24 hours after your final arrival time. We will then get back to you as soon as we become aware of this situation, which is essential for the proper processing of your request. Please reach us back by responding directly to this email.

We look forward to resolving your issue.

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Greyhound Lines, Inc. is NOT a BBB Accredited Business.