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.

  1 Harborside Dr Boston, MA 02128

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:08/12/2024

  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 had a charge of ****** from my first bank account that was fraudulent and I never authorized and had contacted my bank for a despute and I had a new debit card issued and Greyhound won't call me or even refund my money and it was 15 th of June that this was billed to my account and I'd like my money back and Greyhound has several times said someone would call me and fix it but ain't did so .

  Business Response

  Date: 09/02/2024

  Thank you for notifying us of your complaints. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it's important for us to know.
  
  In reference to your concern, if you discover someone has made unauthorized charges on your credit card account, you should immediately contact your credit card issuer for further assistance.
  
  Thank you again for bringing these matters to our attention.

• Initial Complaint

  Date:08/11/2024

  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 had a reservation on Greyhound Bus 100-BOS ***** from *********, ** to *********, **. When I arrived at ************* in ************** the bus departed fromI saw one Greyhound bus in the parking lot but no one around except for one security guard. I followed the security guard inside the station to try to find a bus office, and when I could not find one, asked the security guard what to do. He said the office is closed and that I should return to the bus in the parking lot.I returned to the parking lot and saw that there was no bus driver and no official nearby to speak to. However, customers were on the bus with their luggage stowed in the compartment below the bus. The door to the bus was open. I stepped onto the bus to ask customers where it was going, and they said Worcester. I figured I would join them and put my luggage in the compartment and join them on the bus to try to see if a Greyhound employee was present on the bus and to find my seat. After stowing my luggage, I walked onto the bus for a few steps and as I did so the bus driver came back from a bathroom break and yelled at me to come off the bus.For the next approximately *************************************************************************** service, providing no good reason for doing so. I apologized for not knowing what to do and for boarding the bus to try to find a Greyhound official. I explained to him that I had a ticket to board the bus that I had paid nearly $60 for. He called me a stowaway. I then explained that I had to get to ********* to see my dad and my sister who I hadnt seen in months. He yelled at me that he hadnt seen his father in 21 years.After approximately 15 minutes, he told me I had to catch the next bus in 90 minutes. The next available bus was, in reality, not to leave for another 3.5 hours. He finally allowed me to take down his last name: *******.I have called customer ********************** of both ******************** and subsequently Flixbus, to no avail.

  Business Response

  Date: 09/02/2024

  Thank you for contacting our office with your concerns. We sincerely apologize for the delay in responding to your email.
  
  We want to assure you that your concern will be taken seriously and not overlooked. Please note that all details will be documented for appropriate action.
  
  Regarding your concern, you are currently contacting Greyhound Line ***; you will need to contact Flixbus to get further assistance.
  
  Thank you for your understanding.

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair 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 took bus ticket for ******** from ****** as round trip which I paid 685. ************************************************************ and my kids ever 3 for person on . Nova travel plaza , ********** driver said to come back in 15 min at 1:08 I came out 1:05 but driver left us there at middle of the night took our luggage and carry ons with bus ,even my Canadian phone dont work there.How could he do that driver dont count people and dont call even ones us if he want to leave early . I was alone with kids in middle of night . I called gray hound from my phone they told me to go to nearest station and call us from there requested someone they dropped us at ********* . When we reached there the stations was closed me and kids have to stand out up to 4 :30 I called them again and they told u have to get bus again back to port authority which I paid 145 US dollars then buy tickets to buffalo for 293 dollars and to ******* for 112 .37 .plus when we go out luggage from buffalo my kids game was stolen which was for 350 dollars even I called directly from my Canadian ph to greyhound. That bill be more then 100 dollars too. Now u tell me how much I spend on this trip , think a women with 2 kids ,middle of the night ,in different country no phone working , no food ,not enough money ,to much of mental and physical stress and plus putting my and kids life in danger .Took 2 days to come back plus I cant go to work and took another day off . Bec only of driver one mistake left early 3 mins without calling 6 people on the road . I am going to complain to transport authority too and on social media too how greyhound drivers work . My ticket plus other 3 people tickets are attached with it . Contact me if u have questions by email or phone . Thank u and hope u work on it so that no one else have same problem like us . Worse experience of all

  Business Response

  Date: 08/30/2024

  Thank you for contacting us regarding your concern. We are here to assist you in resolving the issue, and in order to do so effectively, we kindly request for additional information from you. Please provide us with the following details:
  
  Order ID:
  
  Passenger's name:
  
  Departure location and destination:
  
  Travel date:
  
  Email address and phone number:
  
  Your prompt response in providing the above information would be highly appreciated. We value your business and look forward to providing you with the best possible resolution.
  

• Initial Complaint

  Date:08/09/2024

  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.

  Greyhounds policies are unrealistic annd criminal and the customer ********************** is terrible. I missed my bus because I was given wrong information and my ticket didnt give accurate details. My ticket for 8/9 at 10:40 PM only stated the street address location of the bus center, it did not say a specific point inside the bus center and I asked a nearby employee if I was waiting at the right place on the street for the Greyhound and he said yes. A few other people were waiting for the bus on the street and we ended up missing the bus because we apparently were waiting at the incorrect place even though ************* was stated on the ticket. The ticket should have specified that it was going to be at ***** where the bus allegedly was. When I called customer **********************, they refused to let me use my ticket for the next bus. Customer ********************** said that the ticket said the correct location but it didnt not in fact. It only said the street address. The least they couldve done was make me pay a small fee but making me pay for a new ticket for the next bus for something that wasnt my fault but they said it was my fault is insane. They refused to listen to my case and said my ticket was null and void. It is not fair that my case was mishandled in this way when I was misdirected by the vague ticket address and by what a worker told me.

  Business Response

  Date: 08/28/2024

  Thank you for contacting us regarding your concern. We are here to assist you in resolving the issue, and in order to do so effectively, we kindly request for additional information from you. Please provide us with the following details:
  
  Order ID:
  Passenger's name:
  Departure location and destination:
  Travel date:
  Email address and phone number:
  
  Your prompt response in providing the above information would be highly appreciated. We value your business and look forward to providing you with the best possible resolution.
  

• Initial Complaint

  Date:08/07/2024

  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 am disabled. I have autism. I asked the attendant at the Greyhound station to help me buy my ticket over the counter because I can't work the machine. He said I was going to be using Greyhound busses but when he gave me the print out it said I'd be taking a flix bus instead. I told him that I don't use that company because when I was on flix before they dropped me off in the street and I feel that they let people smoke cigarettes and weed on the bus when I rode it before. I immediately asked him for a refund right after he printed the ticket and it showed me that they use this company. There was no logos that advertised that they are the same companies. I want my money back. I filed a complaint with chime but they haven't given me my money back yet.

  Business Response

  Date: 08/20/2024

  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 credit 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. 

• Initial Complaint

  Date:08/07/2024

  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.

  Bus arrival late causing me to missed my transfer bus. Leaving me to stay at ******** from 7 am -11:25 pm. Which causing me to lose sleep and without food and no help from grayhound. It's said I should get to my destination on August 8th.a day later. Only to get a I'm sorry.and have a nice day.

  Business Response

  Date: 08/20/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We are never satisfied when a customer ************************* a complaint or displeasure about the way he or she is treated or served, and we regret you had an unpleasant experience.

  According to our records, your ticket has already been exchanged. Please be advised that the Order ID ********** is no longer valid, and the new Order ID is **********.
  
  After further validation, we do not find any cancellations or delays of more than 2 hours in our records. Unfortunately, we are unable to honor your request since the tickets are non-refundable.

  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 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: 08/20/2024

  I am rejecting this response because:   it's not true that's it wasn't two hours lay over

   When the bus I were riding got to ******** at 7am instead of 6:35 am . because the had still. I next bus were to arrive @ 11:25 pm a 15 , hours waiting..than I waited 4 more hours out side a lone @ ****************** until 8:20,am bus to **** stayed at ********** is for two more hours.got to **************** 2;55the on August 8th when i paid to get there on August 7th a Day later 

  Business Response

  Date: 08/21/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  According to our records, your ticket has already been exchanged. Please be advised that confirmation number ********** is no longer valid, and the new confirmation number is **********.
  
  Regarding your concern, we regret to inform you that we cannot always provide the resolution you desire. The ticket you purchased is non-refundable, and due to ticket restrictions, we are unable to honor your request as the services were still provided.
  
  We hope this incident won't deter you from using our services again. We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs.
  
  We wish we could have been more positive with our response and hope that we can serve you again soon.
  

• Initial Complaint

  Date:08/07/2024

  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.

  Date of transaction, 8/6/24 The amount of money paid to the business, ****** dollars.Greyhound was committed to provide travel from ******* to ***********The nature of the dispute is a refund.Greyhound told me I will get no refund.The issue does not involve advertising. I purchase a ticket through Greyhound , booking number **********, On August 3rd I'm waiting at the ************************** at 9;00 am, a Amtrak employee tells me the bus schedule has been cancelled by Greyhound. My entire trip has been ruin. Hotel reservations have to be cancelled, I had a business appointment on August 5th that had to be canceled. I purchased a return ticket booking number ********** from ******* to ******* WA on the the 6th of August. that was now null and void. Greyhound tells me I'll receive a refund on the outbound ticket and will not receive a refund on the return ticket. I'm seeking a full refund on the return ticket because it's Greyhound's negligence that the booking number ********** was cancelled.

  Business Response

  Date: 08/20/2024

  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. As a goodwill gesture, we would like to extend you a promo code valued at $505.47. The voucher will remain valid for three months from the date of issuance and can be redeemed at any time within this period. Please note that the voucher expires after a single use. You may utilize it to purchase tickets either by calling ************** or by visiting our website at www.greyhound.com. 
  
  Kindly reply to this email to receive your voucher code. 
  
  Thank you for your interest in Greyhound Lines. 
  

• Initial Complaint

  Date:08/07/2024

  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.

  Here is complaint as registered with the company:Fully aware this feedback is being submitted to Greyhound itself, this is being done as previously instructed to cover this step. Issue: Passengers stranded at **********************Cause:1. Last leg of trip not completed due to bus from previous leg arriving late.2. Initially told to contact booking and that passengers would be freely rebooked since the issue originated with Greyhound.3. Got bounced around a few times.4. Ultimately informed by booking they couldn't freely re-book the passengers since there were no other available transit lines for the same day.5. Informed that booking for the next day would need to be charged.6. No accommodations can be offered to stranded passengers. 7. Initially agent refused to provide any identifying details. 8. No supervisor and no other mechanisms to escalate urgent issue, other than submitting this feedback. 9. Agent ultimately provided a first name: "Wenny". 10. Finally paid $260 for **** ride to destination. P. S. We did not research Greyhound prior to booking the reservation, therefore did not anticipate such a rude awakening. What is the mechanism for a refund of the incomplete trip?

  Business Response

  Date: 08/20/2024

  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.
  
  Thank you for reaching out to our office with your concerns. We sincerely apologize for the delay in our response. 
  
  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. 

  
  

• Initial Complaint

  Date:08/06/2024

  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.

  Did not receive booking number for bus purchaseBaton Rouge to ******* 07/26/2024 could not board both leaving buses leaving out resulting to paying more money for an alternative route, this has caused me to miss work and my job. This has been on going with emails for 2 weeks. greyhound says contact flix bus, **** says contact pay safe, pay safe says contact flix... now its contact greyhound again? Where does this loop end, I paid cash that was not rewarded for purchase and nobody is responsible. Ive been purposely redirected in every direction other than a resolution. first time seeing a booking number after 2 weeks of talking with 4 different companies was today after being hung up on, another representative purposely tried to force frustration to end call by forcefully mistaking proper information going from step 1 to step 4 then repeating all steps again. All representatives gave no interest to this material nor resolution besides calling a direct customer ********************** number that does not handle the specific task. I can only imagine how many others are out of hard earned money and into hard situations in life because of this business ethic.

  Business Response

  Date: 08/30/2024

  Thank you for contacting us regarding your concern. We are here to assist you in resolving the issue, and in order to do so effectively, we kindly request for additional information from you. Please provide us with the following details:
  
  Order ID:
  
  Passenger's name:

  Departure location and destination:
  
  Travel date:

  Email address and phone number:
  
  Your prompt response in providing the above information would be highly appreciated. We value your business and look forward to providing you with the best possible resolution.

  Customer Answer

  Date: 08/30/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 08/30/2024

  I have accepted the action last message sent about resolution. I accept again and notification still says action required. Am I missing something or is that all that is needed was to accept?

• Initial Complaint

  Date:08/05/2024

  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 7/23/24 I scheduled Greyhound bus travel from ********, ** to *********, **. At booking, I noted I am a power wheelchair user who needs to stay in my chair while traveling as I am unable to walk, stand, or transfer to another seat. I then called to confirm that the buses are wheelchair accessible and have a wheelchair lift. I was assured that "ALL the buses have wheelchair lifts and are wheelchair accessible. I arrived at the bus stop this morning, 8/5/24, and was told by the bus driver that my chair was too wide for the ramp and I couldn't board. My chair is a standard-sized power chair that measures about 24" wide by 36" deep, which is well within the size limit that Greyhound lists on their website, which states "maximum wheelchair dimensions of 30 x 48 inches." Being extremely disappointed, I returned home, canceling my trip. When I called to discuss the problem with the *** customer ********************** person at ******************** I was told that the bus to ********* is a "FLIXBus" and they are not accessible to people in wheelchairs. They said they have no buses that are available for wheelchair users. I can not understand how they can be advertising a service that they do not provide. Luckily, I was able to return home fairly easily. I could not imagine how another wheelchair user might manage being stranded at a curbside bus stop if they weren't close to home. Greyhound needs to stop advertising that they are *** and wheelchair accessible since they clearly aren't for certain passengers. Disabled individuals already have a lot of challenges in their lives they do not need to experience more barriers from a large company like Greyhound. Do better and stop false advertising!

  Business Response

  Date: 08/07/2024

  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. We apologize for any disruption to your travel plans.
  
  After carefully evaluating your case, our records indicate that a refund was processed back to the purchasing account since we were not able to provide the service you deserve.
  
  Thank you for your interest in Greyhound Lines.

  Customer Answer

  Date: 08/07/2024

  I am rejecting this response because:   

  I do not accept just having the ticket fare refunded to me - minus $40 for a cancellation fee. We did not cancel the trip, your buses are not wheelchair accessible to all wheelchair users. The solution I am looking for is for Greyhound to stop advertising ALL their buses as being wheelchair accessible. This is false advertising and against *** requirements for public transportation. I want Greyhound to stop misleading disabled people. I will not be just dropping this complaint by the way. I have submitted several complaints that Greyhound is in violation of *** accessibility requirement. I have issued complaints to BOLI, **** and the Better Business Bureau. If I can find any other organizations to submit complaints to I will. Stop the false advertising and acting as though Greyhound is in compliance with *** requirements.

  Customer Answer

  Date: 08/07/2024

  I typed the wrong information into the box about why we are rejecting Greyhound's response. This is the message I want on the BBB website as our reponse:

  I do not accept just having the ticket fare refunded to me - minus $40 for a cancellation fee by the way. We did not cancel the trip, your buses are not wheelchair accessible to all wheelchair users and **** was denied access to the bus. It isnt about the money. The solution I am looking for is for Greyhound to stop advertising ALL their buses as being wheelchair accessible. This is false advertising and against *** requirements for public transportation. I want Greyhound to stop misleading disabled people. I want Greyhound to stop the false advertising and acting as though Greyhound is in compliance with *** ************* Greyhounds customer ********************** agents need to be told to stop telling riders that ALL buses are wheelchair accessible. Greyhound needs to stop advertising they are *** complaint or they need to design their buses to be so.

  Business Response

  Date: 08/27/2024

  We are writing to you with the utmost concern regarding the report we received about the unsatisfactory conditions during your trip. Allow us to express our sincerest apologies for the discomfort and inconvenience you faced during your journey with us.

  Greyhound may reassign seats for operational or safety reasons, even after departure. We want to assure you that your concerns have been heard and documented for proper action. We take all feedback seriously and will do everything we can to ensure that your experience with us is a positive one.

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

  
  

  Customer Answer

  Date: 09/25/2024

  I am rejecting this response because: Greyhound's answer to this concern stated, "Greyhound may reassign seats for operational or safety reasons, even after departure." Reassignment of seats wasn't even what the complaint was about! My complaint was about Greyhound advertising that all their buses are wheelchair accessible and when I arrived to load onto the bus I was told the wheelchair lift ramp would not accommodate my standard-sized wheelchair and I was left at the bus stop unable to make it to the destination I had purchased my ticket for. I want Greyhound to either truly make their buses wheelchair accessible or stop advertising that all their buses are wheelchair accessible.