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:11/13/2023

  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 October 28th I rode greyhound from ****** to ***********, the bus arrived late, I had paid extra for the seat next to me as I am tall and thought I'd be more comfortable, when the bus finally arrived about a half hour late, the driver informed me that I wouldn't get the seats I had payed for indicating the company sold the same tickets to someone else also, I found a seat farther back and had a miserable trip, I've sent several messages to greyhound customer ********************** but they don't respond, they have no one to talk to about this on the phone, I d really like the money I paid returned or at least the money I paid to reserve my seat and the seat next to me, I hope you can help.Thanks, ****

  Business Response

  Date: 11/21/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of your travel plans and apologize that this happened. Please be advised that the ticket is non-refundable, which there is no refund value.
  
  As a gesture of our commitment to you, our valued customer, we would like to offer you an Electronic Travel Voucher in the amount of $18.49. This voucher is valid for three months from the date of issuance, it 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 contact us via e-mail at ********************************************************** and refer the following case number ******** to confirm in order to continue the process.
  
  Once again, we apologize for the inconvenience.

  Customer Answer

  Date: 11/21/2023

  I am rejecting this response because:   I want the amount they offered in the form of a refund, I don't want the ticket price refunded, only the services I paid for that were not provided, I will not accept a travel voucher, I would never use there services again, thank you for getting a response from them, I don't know why they couldn't respond to me about this matter.

  Business Response

  Date: 11/30/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services. We apologize for the delay in responding to your e-mail.
  
  After carefully evaluating your complaint and as a gesture of our commitment to you, our valued customer, we issued a credit in the amount of $18.49 processed back to the purchasing account. Please allow us 7 to 14 business days to be reflected.
  
  Once again, we apologize for the inconvenience.
  

  Customer Answer

  Date: 11/30/2023

  I have reviewed the business response and accept this resolution. Thank you for handling this issue for me when greyhound would not respond or acknowledge me.

  ****

• Initial Complaint

  Date:11/13/2023

  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.

  Booking Number: ********** The bus was scheduled for 10:45 at the ********************* to arrive at the ******************* at 1:20. The bus was delayed multiple times with other busses filling in, leading me to have to change my booking 3 times before being told at the station that the bus is going to be hours late and to ask for a refund. So I did, and went through the motions. I emailed their customer support team (which is an automated messaging system that will provide no help and the same information every time) looking for a refund, my intentions clearly stated, but was told the only option was a voucher, going against what I had been told at the station as well as the policies outlined on their website. I went to the website again to try and find the refund page, where I was again misguided and led to the voucher claim portal even though I had been navigating towards receiving a refund. In short, I am looking for a refund for this purchase rather than the voucher provided from the awful customer **********************.

  Business Response

  Date: 11/30/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  

  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 our hardest to ensure that delays and cancellations are kept to a minimum as far as possible. Please be advised that the ticket is non-refundable, which there is no refund value.
  
  As a gesture of our commitment to you, our valued customer, we cancel the voucher and issued a credit in the amount of $61.95 processed back to the purchasing account. Please allow us 7 to 14 business days to be reflected.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  Date:11/13/2023

  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.

  Issue: could not puchase ticket via app, website or via phone. Initially told card was declined, to contact bank; however, i know that all seven cards i tried had money on them, but to appease the repetitious steps and procedures to this clear common issue I followed as instructed. Reset, devices, contacted banks, cleared history and cache and cookies, repeated the steps on an iPad, three separate iPhones, a MacBook and an hp envy laptop. Followed by the supervisor confirming acknowledging the *********** representative confirming that their had been know recent transactions received on there end. Followed by the greyhound supervisor acknowledging that she got the confirmation that I have a zero dollar account balance. Secondary issue: when the booking department believed that they could process the payment because they have a different means of processing payments- she was going to charge me a 20 dollar processing fee for an issue that is commonly known. Lied and while contradicting herself saying, they have absolutely know means of processing refunds or issuing credits. Last issue: after failing with all seven forms of payment linked with my financial institutions my family and i try w/ theirs all received the same error prompts both on all forms of payment methods and over the phone. Supervisor lied, say they could not refer me or escalate the issue any further. Also that we can just try again at later date, or try again and call back in 15 minutes, after being on the phone for an hour and a half. After two hours she started repeating the cycle over w/ you need to contact your bank as if we had not done anything since she had took over for the associate.Supervisor-Mira ********** Associate- ********************

  Business Response

  Date: 11/21/2023

  Thank you for expressing your concerns about the discourteous treatment you experienced with one of our employees over the phone. 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.

  We sincerely regret the disruption of the passenger travel plans and apologize that this issue with our website happened.
  
  Once again, we apologize that we failed to provide the level of service you expected and deserved. We hope you will not let this incident deter you from using our services, and trust you will give us another opportunity to prove that we can be the most reliable and economical form of transportation to meet your needs.

• Initial Complaint

  Date:11/13/2023

  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.

  Got a ticket one way to ********** from ************ 11/4/23 departure at 8am Got on the bus and had to change buses in *********** ******* and had to go to the restroom. When I came out the bus was gone the attendant wire, nor were there anything over the speaker stating that the bus was departing they just left and I was stuck there had to purchase another ticket from *********** to ********** for $409, they told me that they canceled my first ticket that I purchased another in order to get there I would have to buy purchase another one. I want my first ticket money back from *********** to ********** on that first ticket. 298 I called and told the I had been left they told my to get to ********** ******* the best way I could and that they were not going to let me write the next bus that morning. I am so distraught and so angry that this is how a business takes your money and dont care anything about you.

  Business Response

  Date: 11/21/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of your travel plans and apologize that this happened. Please be advised that the ticket is non-refundable, which there is no refund value.
  
  As a gesture of our commitment to you, our valued customer, we would like to offer you an Electronic Travel Voucher in the amount of $254.43. This voucher is valid for three months from the date of issuance, it 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 contact us via e-mail at ********************************************************** and refer the following number ******** to confirm in order to continue the process.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service 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.

  My son and I had tickets (Booking Number 311 131 ****, ticket attached) from Greyhound for 8th October 2023, consisting of 2 legs -- the 1st from ********, ****** to *******,****** and the next from *******, ****** to ***, ***, both on Flixbus. We arrived at ******* by the first bus to find that the bus for the next leg had departed half an hour early (proof attached) without waiting for us even though we had a confirmed ticket and had not been sent any notification whatsoever even though BOTH the legs were being operated by Flixbus.In desperation and anxiety (since we had a very important meeting scheduled at *** the next morning), we tried to call up customer ********************** of BOTH Flixbus and Greyhound. The Flixbus customer ********************** representatives were not able to offer any help and said that we MUST contact Greyhound. We repeatedly called up Greyhound during 10:30 12am (midnight), -- NO ONE responded and Flixbus operators too stopped responding after the first 2 calls. Finally, a kind soul at the bus station offered to help, seeing our stranded situation and it was through her that we managed to reschedule our booking for the next morning.We had to spend the entire night at the bus station in a sleepless state since it was not possible to find some accommodation at that hour. As a result of this unbounded callousness of Greyhound and Flixbus, we missed our meeting the next morning. Even after I complained with valid proof of their early departure, Greyhound refused to compensate me for this loss, saying that I have completed the journey after all (mail exchange attached)! It is appalling that Greyhound does not care about the schedule of the customer; their only obligation is to take her/him from one place to another at a time of their choosing!

  Business Response

  Date: 11/21/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  

  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 our hardest to ensure that delays and cancellations are kept to a minimum as far as possible. Please be advised that the ticket is non-refundable, which there is no refund value.
  
  After carefully evaluating your case. We are not able to honor your request of compensation because the ticket was used, which means that the service was provided despite the inconvenience on this travel.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  Date:11/13/2023

  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 booked a ticket for a ride from *********, ** to **********, ** that was supposed to depart on June 25th at 9:58 PM. The bus never arrived and I waited for approximately 3-4 hours after the departure time. No staff member could tell me the status of the bus or when it would arrive. It never came. When I requested a monetary refund per the company's policy on their website, I was repeatedly denied a refund and told only a credit could be issued. As the service was so poor I explained that I did not want a credit but a monetary refund per their policy online, however they continued to deny my request. I asked several times and was only offered and issued a credit after weeks of communication back and forth. I would like this to go on record as they did not follow through with their policy. I have included an attachment of the policy they did not follow through with. I would still like to request a monetary refund if possible. I do not want a credit as I do not want to use this company's services again. Please assist and thank you for your time.

  Business Response

  Date: 11/30/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  After carefully evaluating your case. We issued a credit in the amount of $58.99 processed back to the purchasing account as a commitment to you, our valued customer. Please allow us 7 to 14 business days to be reflected.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  Date:11/12/2023

  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 a ticket for the Nov 11, 2023 8:45PM bus from ************, ** scheduled to arrive in ************** at 12:10AM. Firstly this bus showed up more than 2 hours late. The initial email we all received stating the bus was delayed until 9:22PM was never updated and instead we waited and waited, outside in cold weather due to the ************ ** transportation center closing at 8:30PM, until the bus finally showed up around 10:50PM. Then, once we arrived in ******** **, around 12:15AM, the bus driver, who had extremely poor communication skills and barely spoke English, asked us all where we were going then told us all to get off the bus and wait for another, and inexplicably put the bus out of service. This was extremely confusing and inconvenient, especially after the two hour delay we all had just experienced. The station we were left at was also another Chinese bus company which added to the confusion, and this bus company mentioned we could not transfer to any of their buses but had to get help from Greyhound/Flixbus. Around 1:24 AM I received the following email from Greyhound:I am simply asking Greyhound to do the right thing and refund the total amount I paid for this ticket or otherwise acknowledge how extremely unprofessional and inconvenient this was to passengers to not only delay us but make us get off in ******** ** for no reason (there was no mechanical issue with the bus at all).

  Business Response

  Date: 11/30/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of your travel plans and apologize that this happened.

  Regarding your concern, our records indicate that you filed a chargeback dispute. Therefore, you will need to contact your bank institution for further assistance.
  
  Once again, we apologize for the inconvenience.

  Customer Answer

  Date: 11/30/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/11/2023

  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.

  On Friday 11/3 at 6:00pm I traveled from ************ ************ to ********** ************ via Greyhound. My ticket confirmation number is ************. I had 2 items with me, a large tan carry on bag on top of a 24 inch black Protg brand suitcase. After waiting 45 minutes for the **** arrival, I had my ticket scanned and put my items below the bus in the luggage compartment, and got on the bus. We then departed around 6:50.At the next stop in **********, the bus stopped at a rest station so that the passengers can stretch their legs and get something to eat for ********************************************************************************** time.We arrived in ********** 1am in the morning Saturday 11/4, as I get off the bus to grab my luggage, I only see my tan carry on and after looking everywhere in the compartment, my suitcase was not on the bus. Hysterical and distressed, I asked the bus driver for help. He pulled out random black suitcases and asked if they were mine and I said no. He then told me to call customer **********************, and that he would be right back. The driver did not come back, and was actually replaced by another driver for the bus I was on. I arrived to ********** without my necessary luggage, my suitcase contained all of my belongings and precious items, I had no clothes for the time that I was in ********** and it was extremely exhausting and stressful.I submitted a lost item form on the greyhound website, which I was then sent an automatic email with greyhound expressing that they apologize for my lost luggage but expressly disclaim liability for lost/stolen luggage All week starting Monday 11/6 Ive called the **********, Pittsburg, and ************ Greyhound offices. They told me they dont have cameras or deal with stolen luggage, and directed me to use the form. I called customer ********************** to try to speak to a live person or supervisor, and again they stated they do not deal with stolen luggage via phone and I had to submit a form.

  Business Response

  Date: 12/01/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of your travel plans and apologize that this happened.
  
  Regarding your concern, a description of your baggage was sent to the station. However, we don't have any information or match of this baggage.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  Date:11/11/2023

  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 bought a Greyhound ticket for a ride from *********, ** to ************, ** departing on 11/9/2023 & returning on 11/12/2023. The trip departing trip was inhumane & unsafe. In *********, the bathroom had no toilet paper or soap because the homeless stole it so it's not provided. The station was overrun with homeless ************* addicts. The bus driver was loud & rude. She yelled at patrons for noise & even yelled at their children. Once I arrived in ********** for my 2 hours layover, yet again there was no soap or toilet tissue in the restrooms. Again, there were homeless people and drug addicts. I boarded my bus in ********** for ************, only to learn that the driver was a trainee being instructed during our trip. He was warned on numerous instances by the veteran bus driver that he was too close to the rail, too close to the edge, or that the bus was not centered in the lanes. This made for a long, dangerous, scary, and anxiety-ridden ride. I arrived in ************ in the early morning hours after a long ride through the night, only to find that there wasn't even a station in ************, so there were no restrooms. Additionally, the drivers no longer assisted in taking the luggage from the bus which meant I had to remove suitcases bigger than I was from the bus luggage compartment, & after retrieving my bag I had to put them back. After exiting the bus in the early morning hours in ************, there was no place inside to wait, you were simply dropped off on the street, with no restroom & homeless people harassing you for change. It was cold and wet outside and I had endured a very long ride, yet Greyhound provided neither shelter nor a restroom. I contacted the company regarding my dissatisfaction & requested a refund of the return trip & was informed by a Supervisor named ****** (Greyhound call center ID #*************** that they do not refund, they only provide vouchers for future trips. I want a full refund since I will never use their service again.

  Business Response

  Date: 12/01/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of your travel plans and apologize that this happened. Please be advised that the ticket is non-refundable, which there is no refund value.
  
  As a gesture of our commitment to you, our valued customer, we would like to offer you an Electronic Travel Voucher in the amount of $223.54. This voucher is valid for three months from the date of issuance, it 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 contact us via e-mail at ********************************************************** and refer the following case number ******** to confirm in order to continue the process.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  Date:11/10/2023

  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.

  Hello,My daughter had a ticket from **********, ** to *************, ** with departure time 1:50 pm. When we arrived at the station at 1:40 pm, we were told that the bus had left at 1:35 pm, and we had to search for alternative means of transportation. I sent a complaint to the Greyhound customer **********************, and their response was: "We truly understand your circumstances, however in accordance to our ******************* no refund is possible. Unless one of the two cases below apply:1. Cancellation on our side.2. Delay of more than two hours and the passenger does not take the trip.There were no cancellations 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."When I responded that if the bus leaves so much early, it can be regarded as a cancellation, Greyhound offered me a voucher for $37.98 (the value of the ticket), which could be used for a single redemption within 3 months. Since we are not planning to use Greyhound within the next 3 months, I requested that a refund be made. The company refused saying that it is written on the ticket that passengers are recommended to arrive at the station 15 minutes before departure. Still, leaving 15 minutes early is unacceptable and the company should be responsible for it. I am requesting a full refund in the amount of $37.98.

  Business Response

  Date: 12/01/2023

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We sincerely regret the disruption of the passenger's travel plans and apologize that this happened.

  As a gesture of our commitment to you, our valued customer, we issued a credit in the amount of $37.98 processed back to the purchasing account. Please allow us 7 to 14 business days to be reflected.
  
  Once again, we apologize for the inconvenience.

  Customer Answer

  Date: 12/01/2023

  I have reviewed the business response and accept this resolution.