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.

  205 S. Lamar St. Dallas, TX 75202

• 

  Greyhound Lines, Inc.

  604 SE 2nd St Seminole, TX 79360-5104

• 

  Greyhound Lines, Inc.

  20 Commercial St Rockport, ME 04856

• 

  Greyhound Lines, Inc.

  1200 Airport Dr S Burlington, VT 05403

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:04/04/2023

  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 trip from ******, ** to *********, ** for 3/10/23 however after an hour of waiting I reached out to support and found out my bus trip was cancelled last minute. I requested a refund via the greyhound websites refund request form on 3/10/23 & 3/11/23 however I have yet to hear back and when I reach out to their support team I get the run around and was told to try the form again as there's no one I can speak to regarding refunds for cancelled trips.

  Business Response

  Date: 05/07/2024

  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.

  Business Response

  Date: 06/18/2024

  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.

• Initial Complaint

  Date:04/04/2023

  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 03/20/2023 I purchased a Greyhound ticket from *****, ** to ************, **. When I arrived at the station at 10 pm, the station was closed and I had to wait outside in the cold with random strangers walking around hassling me for money. The bus arrived on time, the first leg of the trip went well. Then the next morning 03/21/2023 we reached ********, **. Upon arriving in ********, ****** was instructed by a security officer that I could not wear my hooded sweatshirt in the building and was made to remove it violating my personal rights. I was many hundreds of miles away from home so I obliged as not to start any trouble and become stranded. I walked in the station and asked the ticket agent about my next connecting bus, and she seemed as if she was surprised by this question even asking me about the trip for her own information. I was told to wait at gate C. I sat at gate C for several hours past the time the bus was supposed to arrive, and was finally approached by a station attendant who checked to make sure I was ok. I was instructed to see the ticket agent again. I spoke to the agent and was told they were looking for a driver for the next leg of the trip. After some time, I got worried after hearing another customer be told she would have to wait until tomorrow for her next bus due to no driver as well. I immediately booked an airplane flight and submitted a claim to Greyhound. I was told by Greyhound they would not issue a refund, and the company claims I was booked on another bus which was untrue. I even found out the following connection also was late and I would have arrived home almost a day late had I not arranged a flight. This is a despicable act by Greyhound and horrible treatment of its customers. I want a full refund, and for this catastrophe of a company to finally cease! This is absurd treatment of citizens of *****************. Please do something about this, I beg.

• Initial Complaint

  Date:04/04/2023

  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.

  I was on the greyhound bus on 1/19/2023. The ticket number is ******** and the schedule number was ****. MY BUS GOING TO **** WAS STRANDED IN THE MIDDLE OF THE HIGHWAY IN PA AND ANOTHER BUS DIDNT COME TILL 4 hours later. I had a reservation for that night that i was charged for because i had to cancel so close to the time. I told greyhound and the customer ********************** team told me i oils be getting a refund due to safety concerns as the bud was stranded in the side of the highway. When i check my account a month later no refund was posted. I disputed the charge with my bank and now GREYHOUND IS SAYING THEY NEVER AUTHORIZED A REFUND WHEN I HAVE THE ****** Now my bank is requiring specific paperwork from greyhound because greyhound is lying and trying to steal my money. I reached out to them multiple times and no one has responded back to me. I was told i was getting a refund so why would greyhound deny that if they told me that through there customer ********************** team. I was told i was getting a refund so Im not sure why greyhound denied my claim because as u see below i was refunded for the amount and now Greyhound is lying

  Business Response

  Date: 05/15/2023

  Thank you for taking the time to contact us with your concerns. We sincerely apologize for this inconvenience.
  
  After carefully evaluating your case, a credit in the total amount of $204.00 for  confirmation number 16239822 was processed to the purchasing account today as one time Customer ********************** gesture due to the circumstances. 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 appreciate your business and hope to provide your travel needs in the future.

  Customer Answer

  Date: 05/15/2023

  Greyhound said they were giving me a refund. However I do not trust them as they have said this before, I would like to keep this claim open until the credit was returned to my bank. And have my bank confirm that greyhound actually did process the refund, because this happened before and I just want to make sure before the case is closed 

  Business Response

  Date: 05/22/2023

  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 our hardest to ensure that delays and cancellations are kept to a minimum as far as possible.

  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 $143.14. 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 ********************************************************** to confirm in order to continue the process.
  
  Once again, we apologize for the inconvenience.
  

  Customer Answer

  Date: 05/22/2023

  I need proof from GREYHOUNDS BANK THAT THEY REFUNDED ME THE AMOUNT. MY BANK REQUIRES A DOCUMENT SHOWING THE REFUND BEING SENT TO MY BANK ACCOUNT. I NEED THAT DOCUMENT FOR MY BANK TO GIVE ME THE REFUND I STILL WAS NOT REFUNDED 204$. I NEED PROOF OF THE REFUND AND WHERE IT WAS SENT FROM GREYHOUNDs BANK 

  Customer Answer

  Date: 05/22/2023

  I am rejecting this response because:   

  I need proof from GREYHOUNDS BANK THAT THEY REFUNDED ME THE AMOUNT. MY BANK REQUIRES A DOCUMENT SHOWING THE REFUND BEING SENT TO MY BANK ACCOUNT. I NEED THAT DOCUMENT FOR MY BANK TO GIVE ME THE REFUND I STILL WAS NOT REFUNDED 204$. I NEED PROOF OF THE REFUND AND WHERE IT WAS SENT FROM GREYHOUNDs BANK 

  Business Response

  Date: 05/31/2023

  Thank you for contacting our office with your concerns.

   

  
  We received your email regarding your refund status. We verified that the refund was processed on the 15th of May in the amount of $204.00. Please allow us more time to process the refund. Rest assured we are working our best to process the refund back to the purchasing account as soon as possible.
  
   
  
  Thank you again for bringing this matter to our attention.
  
   

  Business Response

  Date: 06/02/2023

  Thank you for contacting our office with your concerns.
  
  We received your email regarding your refund status. We verified that the refund was processed on the 15th of May in the amount of $204.00. Please allow us more time to process the refund. Rest assured we are working our best to process the refund back to the purchasing account as soon as possible. 
  
  Thank you again for bringing this matter to our attention.
  

  
  

  Customer Answer

  Date: 06/10/2023

  I am rejecting this response because i have heard this before and I told my bank they took money from my account because your bank account never authorized the refund. So i need to see physical document showing the refund and why i was refunded. I need this documented and put on a paper that has the logo of your company on it. I literally heard this and did it before and my bank told me your bank never authorized my refund. I need a physical document showing the amount that was refunded and to which card and the logo of your business must be in the paper as well. In the picture you can see i still havent got my refund 

  Customer Answer

  Date: 08/14/2023

  After fighting with greyhound and making this complaint my order was refunded to me. But after this i am never taking greyhound again, they lied to me multiple times saying i would be refunded and i was never refunded. If i never filed this complaint i would have never received my money back

• Initial Complaint

  Date:04/04/2023

  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 ******* to ********** and in the middle of the trip it was canceled due to the ********** weather and I was stuck in *********** a state that I didn't plan on had to spend money in hotels and airplane ticket to fly out cuz Greyhound would not refund me my money or get me on a bus back home till I'm seeking a refund which Greyhound it keeps giving me the runaround I've been waiting 3 weeks now for my money back and I would like this resolve ASAP the customer service is lacking and keeps giving me an excuse I'm supplying documentation of my ticket the email the b ooking number everything showing that my trip was canceled during the middle of it due to operational error and Greyhound even provides says they will refund my money yet they failed to do that and still give me the runaround excuse you can't get anybody on the phone and they their customer service for refunds is only through email which takes 96 hours for a response

  Business Response

  Date: 05/11/2023

  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.

  As a gesture of our commitment to you, our valued customer, we issued a credit in the amount of $184.60 processed back to the purchasing account. Please allow ** 7 to 14 business days to be reflected.
  
  Once again, we apologize for the inconvenience.

• Initial Complaint

  Date:04/04/2023

  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.

  I purchased a ticket on March 15th, 2023 to ******* IN by phone and when I viewed confirmation email ticket was for ********, **. I called and explained this. I was told I could only receive a voucher and I would have to pay a cancelation fee.I was not satisfied with this and was put on hold for over 50 minutes for a supervisor and the call dropped( I did not hang up). I then called back and was told I have to submit a complaint by email to costumer service and the person sent this for me and stated they would listen to call when I purchased and get back with me.9 days later I received an email of same thing they already told me and it was auto generated so i could not reply. I did send another email and have not gotten a reply but expect the same reply. I also called back after I received emai and spoke with supervisor only thing they could tell me was they had received the 2nd email from me and they could not do anything else for me. I would like a full refund of my ticket plus $ 20 I paid to book over phone since this was no fault of my own and if had not caught this error I would be arriving in a different state . The lady that booked my ticket resd me the correct address for arrival in ************* I even questioned the amount of time for trip which was not what she told me! I am attaching the ticket confirmation and the amount they took out of my account.

  Customer Answer

  Date: 04/04/2023

  I did receive another email reply from Greyhound stating they could not do anything until I cancelled my reservation and I would be credited a voucher at that time. I am not canceling. I think I should get a full refund not a voucher!

  Business Response

  Date: 04/18/2023

  Hello ********,

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  It is the goal of Greyhound Lines, Inc., to transport passengers most effectively and comfortably possible. As ground transportation, unfortunately, there are too many unpredictable factors, such as weather conditions that can lead to unanticipated delays or cancelations.
  
  In regards to your refund request, be advised that a refund in the amount of $62.98 for order number ********** will 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.
  
  

  
  

  Customer Answer

  Date: 04/18/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/03/2023

  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.

  My name is ******************* was supposed to leave ********* ******** bus terminal greyhound 10 AM March 17 that I supposed to take me to ******* 20 minutes overlay and then go to ********* that never happened. I said ******* for 12 hours delayed then they sent another bus at two in the morning to take us to ************. I was not supposed to go to ************ then when I get to ************ the ********* bus left and there was no other bus to get me to ********* so I had a cold and Uber to take me to the airport ************ flight back to ******* from ******* to Vegas and I cannot get my money back and these people they took $315.00 Customer ********************** is terrible and they will not help me. I made numerous calls emails and will not talk to me at all my ticket numbers ************ also ************ please if you could help me, it would be great for number *********** **************** I really need help on this. I am sick of people not returning money to people that they owe. I have tried numerous times with them. Can you please help I would be very appreciate it.

  Customer Answer

  Date: 04/23/2023

  As again, this is ******************* I have booked a a trip to go from ************ to ********* ****** on March 17. I arrived at the bus terminal to leave at 10 AM. We had four stops then I would be arriving in ******* that happen once I was in ******* the bus that I was just going to get on at 3:30pm these numbers were used ************. The bus that I was supposed to go on to leave ******* to go to ********* they could not find a bus driver so they gave me another voucher at this time they gave me ************. That bus was supposed to take me to ************, and then I would grab another bus for ********* and continue my route. Once I got to self ************ they told me there was no bus going to *********. I would have to wait 24 hours to get another bus. I had a meeting on Monday in *********, so that would not happen , also at your terminal there was nobody there to really help me and nobody really cared. There was people laying on the ground in ************ its not a pretty sight to see at one point there couple gentlemen grab my coat that I had if they needed my coat that bad they can have it. The problem that I have is I would like to be paid I sent you guys my money, and I have not received anything back except a voucher I do not want to ride another greyhound bus again I am 65 years of age I had to take an Uber to the airport and a plane back to ******* to ********* so I could get done what I had to do Monday morning. I realize that you guys probably dont know exactly what I went through but it was very bad and Im sure you would not want your parents to go through what I did all Im asking you is a fair amount back  and I can move on. I do not think that I could deal with another voucher. It is absolutely disgrace what Ive been through. All I need is some money back. You guys can come up with an idea as I know that you wouldnt wanna go what I went through it was not a pretty sight , I did what I can and I survived but to lose my coat and the other stuff that I had to deal with I think you guys can come up with an idea of what I can get back. I am not going to let this end. ***************** Or call **********

  Business Response

  Date: 05/07/2024

  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: 06/07/2024

  Greyhound bus ***** they will not give me my money back or anything and you guys are supposed to help us out so we dont get ripped off by people like Greyhound and I dont think that you guys did a very great job for me. I lost $360 and never used one dime of it, its shame that we have to be treated like this

  Business Response

  Date: 06/19/2024

  Thank you for contacting our office with your concerns. We sincerely apologize for the delay in responding to your email.
  
  We regret informing you that a voucher in the amount of $233.63 is the highest form of compensation we can provide. However, the offer for a voucher is still standing. If this voucher will suffice, please reply to this email so that we can continue the process. We apologize, but we are unable to honor your request for a refund.
  
  We hope you will not let this incident deter you from using our services, and we 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.

  Customer Answer

  Date: 06/20/2024

  I wanted to know how long the voucher was good for and if they would send me the voucher instead of having it online so I can use it

• Initial Complaint

  Date:04/03/2023

  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.

  March 1, 2023 we had a planned trip from ****, ** to ******, ** (home). Due to weather and road conditions the trip was canceled by Greyhound. March 2, 2023 was also canceled. We finally made it home on March 3.We had travel insurance to cover any incidental charges from this delay. The insurance provider requested documentation from Greyhound stating the reason for the cancellation(s). We have made four attempts to get this documentation. One phone call and three online submissions. We have not received anything to date. The online system states that they will respond within 96 hours. Nine days have passed with no response.We have all receipts and correspondence regarding the cancellations, but nothing states the reason. Since the insurance provider has criteria for covered circumstances, it seems reasonable for them to request this information. (Weather related delays are covered in this case) It is not reasonable for our common carrier (Greyhound Lines) to ignore our simple request for documentation. In fact, it is surprising that this was not provided when they canceled our trip.Since we cant contact anyone to resolve this issue, we would greatly appreciate your assistance.It should be noted, when the March 2 trip was canceled we were not even informed by Greyhound. Approximately 25 other passengers were with us waiting in the station for hours. At 4:45pm the station was closed. We were all sent out into sub-freezing weather with no information and no transportation home.Sincerely ****** & *****************************

  Business Response

  Date: 05/11/2023

  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 provide quality customer ********************** and maintaining affordable prices. It is important for ** to strive for improvement and your input will help ** with this process.
  
  In regards to your concern, we apologize but we are unable to provide you proof about the cancellations. However, with this email we can confirm you that your trip was canceled.

  Business Response

  Date: 05/12/2023

  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 provide quality customer ********************** and maintaining affordable prices. It is important for ** to strive for improvement and your input will help ** with this process.
  
  In regards to your concern, we apologize but we are unable to provide you proof about the cancellations. However, with this email we can confirm you that your trip was canceled.

  Customer Answer

  Date: 05/12/2023

  I am rejecting this response because:   
  the carrier cancelled our trip. They have refused to provide the reason for the cancellation. Its so simple since the roads were closed due to hazardous weather conditions.

  why wouldnt they provide this with the initial email stating the trip was cancelled?

  This caused ** hours of effort attempting to file a claim for trip cancellation insurance which we had.

  Greyhound needs to fix this glitch so others dont encounter the same issue.

• Initial Complaint

  Date:04/03/2023

  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.

  The complaint is attached.

  Business Response

  Date: 05/12/2023

  Hello ******,
  
  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services. We apologize for the delay in responding to your request. 
  
  It is the goal of Greyhound Lines, Inc., to transport passengers most effectively and comfortably possible. As ground transportation, unfortunately, there are too many unpredictable factors, such as weather conditions that can lead to unanticipated delays or cancelations. 
  
  In reference to your request, we would like to offer you a refund in the amount of $151.93 for booking number **********. Please be advised that the time frame of a refund process is 7 to 14 business days, however, the credit can take 1 to 2 billing cycles before appearing on your statement. 

  Business Response

  Date: 05/12/2023

  Hello ******,
  
  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services. We apologize for the delay in responding to your request. 
  
  It is the goal of Greyhound Lines, Inc., to transport passengers most effectively and comfortably possible. As ground transportation, unfortunately, there are too many unpredictable factors, such as weather conditions that can lead to unanticipated delays or cancelations. 
  
  In reference to your request, we would like to offer you a refund in the amount of $151.93 for booking number **********. Please be advised that the time frame of a refund process is 7 to 14 business days, however, the credit can take 1 to 2 billing cycles before appearing on your statement. 

  Customer Answer

  Date: 05/15/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 05/15/2023

  I will accept the refund in the amount of $151.93 for booking number ********** to resolve this complaint. ONLY, if they actually give me the refund. They have said before that they would give me this refund, then change their minds and say they would not be giving me the refund. Now, I am skeptical and don't believe they will.

  Thank you

  ***********;

• Initial Complaint

  Date:04/01/2023

  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.

  On March 13, 2023 I purchased a ticket for my daughter who was on a college visit in ********, ** to come back home. An issue occurred with the group she was with that forced ** to get her transportation back home to ** in *********, **. I contacted Greyhound Bus Station in ********, ** inquiring if I could purchase a ticket in ********* and have it available for my daughter to board the bus at 4pm that same day. The representative that I spoke with assured me that this task could be accomplished. I purchased the ticket and forwarded the boarding information to my daughter. When time came for my daughter to board the 4pm bus the station was closed and the ride had been canceled. I contacted Greyhound to request a refund in which they've denied my refund and will not acknowledge fault as the when purchasing the ticket a refund clause was not attached.

  Business Response

  Date: 05/07/2024

  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.

  Business Response

  Date: 06/05/2024

  Thank you for sharing your concerns regarding the inconvenience you experienced while using our services.
  
  After further validation, there was a cancellation on this trip. In connection to that, we have honored your request to process a  refund in the amount of $80.00 back to the purchasing account. The refund was already  processed in April 14th, 2023. Therefore this case was already closed.
  
  We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs.

• Initial Complaint

  Date:03/31/2023

  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.

  Date of Transaction: 03/28 Charged: ****** Issue:Twice now I have ridden with Greyhound. Well "ridden" is a very loose term to use considering they rarely know where any of their own vehicles are, never know anything about their own drivers aka their employees. They don't seem to care considering your asking "hey, I'm seeing where the bus is" and they sound like they're laying back on they're phones, and couldn't care less what's happening to the bus. Then as for refunds, full on tell you "if I do it it's only going to be partial." Even though I NEVER EVEN SAW THE BUS. I was there at 3:11am the bus was supposed to be there 3:15 leaving at 3:20. It was 4am before i found out the bus was canceled. Not to mention they last heard from the bus at 11pm Monday...in *******. Which is a less than 3 hour drive to my city. And it was now 4am and they couldn't care less they haven't gotten any update from their company bus. I had to pay cab fare both to the stop and back home as well, which if I had known it was canceled, I wouldn't had taken despite me constantly checking the app to make sure it was all still good to go.The first time anything like this happened I was laid over in a town I wasn't aware of. And I got the same attitude of "lol that *****.oh the bus? Lol idk". And I was in a station full of riders that were all treated like that. Overall as a company they have a very unprofessional attitude and are completely unreliable for how they treat themselves like they're a luxury bus company while they're letting on people that GENUINELY were covered in urine and f**** I want my ****** back as well as to be reimbursed for the ***** I spent getting a taxi to a bus that was never coming and that they couldn't even have the professionalism to let riders know wasn't coming. On the Greyhound app, its still up as that the ride is coming despite the representative saying its canceled, and when I mentioned the app isn't showing it, I got the verbal equivalent to a shrug.

  Customer Answer

  Date: 03/31/2023

  They did send me my refund for the bus ticket thoughnot for the unnecessary taxi ride, but I still believe that them just abandoning people and giving them no warning, or warning 7 hours later, meaning they just waited outside of a market or in a greyhound station for their bus, possibly in a city they don't know for 7 hours to be told its canceled and they won't send out another bus to help the abandoned riders. Like yes Layovers and Cancelations happen, but plane companies or travel agencies usually do absolutely everything they can to get you there asap. The people I spoke with at greyhound verbally shrugged it off and said "we can have you there friday" despite me saying I needed to be there Wednesday morning for an event.

  Are they going to at all be held responsible for their actual and what will happen?