Complain about a product or service

Greyhound

Greyhound's parent company, Laidlaw Inc., which recently filed for bankruptcy protection, has been struggling for years to make its operations profitable. Judging from the complaints we've received, a good place to start might be training its staff to deal with customers in a polite and professional manner.

Here are just a few of the hair-raising tales from our collection:

• Abandoned in the Snow
• Stranded and Forgotten
• Sickened by Smoke
• One Very Sleepy Driver
• Rude, Hostile Employees
• A very long ride from Kansas City to Colby, KS
• Missed connections in the Inland Empire
• New York Tribulations
• The Odyssey of Bus 1888
• One Very Mean Security Guard
• The Missing Tuba

A few of the more recent complaints ...

Angela of Mendenhall, MS June 29, 2009

I was getting off the bus when I remembered I needed my cell phone charger. I hurried up and went outside to where the greyhound bus and the driver was located. I told the driver at the time on 5/12/2009 at 5:ooam that I needed to get my cell phone charger to charge my cell phone. The driver told me that I could not get on the bus to get my belongings. At the time he told me that I could not get my belongings off the bus there were people still on the bus getting their belongings. As result of seeing people still getting off the bus, I told him that I needed to talk to his supervisor. He said his manager was in the Charlotte North Carolina ticket booth. I went to the ticket booth to talk to the manager at that time between 5:00 am until 8:30 am. I told her that I needed to get my bags and my cell phone off the bus.

The manager at the Charlotte bus terminal told me that I could not let you on the bus, because I do not know if you would steal anything off the bus. Then she said again. I think you would steal something off the bus. I called her a bitch. Then, the manager called a securtiy guard to the ticket booth. I spoke to the security officer and he told me that I had to leave the premises and leave my belongings there at the bus terminal. I told him, no, I do not want to leave I don't know anyone and I do not want to leave. He told me that I would be put in jail, if I did not leave the premises. The security guard asked me, if I had anyone I needed to call. I told him my mother. The security guard called my mother in Michigan.

He told her that I was going to be put in jail, but he lied to her saying that I was scaring the passengers and intimadating everyone. I did not appreciate that! Anyway, the security guard got off the phone with my mother. He told me that do you want to go to the psychiatric ward for your ears. I told him, no I do not think that anybody at the psychiatric ward can help me with my ringing in my ears. Anyway, the security guard spoke to the bus driver. The bus driver lied and said he did not like me talking on my cellphone. I was too loud. He said he did not want me back on the bus. Anyway, the security guard told me that there was another bus at 9:00 am. that I could take. He asked me would you be willing to take that bus. I told him yes, I would. He told me to wait in the restaurant and get something to eat. I went in the restaurant and got something to eat and went on the next bus. I found out when I arrived in Richmond VA on 5/12/2009 my baggage was lost. I told grayhound to find my luggage they told me when I got there that it would be found. When I got there to Washington DC the lady at the ticket booth told me to wait there, so she could see if my luggage was there.

I waited at the ticket booth and she told me I had to come back 7:00 am on 5/13/2009 to get my luggage. This was the 3rd time they had lost my luggage. I told the lady at the ticket booth I could not wait until the 5/13/2009 to get my luggage. The lady at the ticket booth went into the back and she got my luggage out from the back where the luggage was located. I left the greyhound bus terminal and waited outside for my ride to Forrestville, MD. I got to Maryland late as well. I was supposed to get to Maryland originally at 4:00 pm. The time I got there was at 9:00 PM. I did not even have time to go to a store to get essentials to get my hair fixed for my business meeting on 5/13/2009 at 9:00 AM.

Yolanda of Fort Worth, TX June 18, 2009

The Bus Driver was very rude with me,also another woman. Anytime that he was asked a question, his reply would be"I already told you". When he boarded the bus, he never once mentioned his name. Much less let passengers know where we are. By that what I mean he never called the cities names, we either had to guess or hope that another passenger would know. Unfornately for me and other's I'm not able to give his name since he didn't feel it was important for passengers to know. But I can give a description of him. He's about 6 feet 5 inches tall,wore a cap not Baseball cap. In his 50's wears glass's. He boarded the bus in Charlotte, N.C.

I sat by the restroom, which stunk floor of the bus was very sticky my shoes stuck to the floor. And since I was sitting next to the restroom, it was very hot there. I had to find some paper to give myself some air. Which made it impossible to tolerate, with the smell of the restroom. I don't understand why the Bus wasn't cleaned before we had to board. Also the Bus Driver is a Black Male, I don't have anything against his race, it's just that he was rude. I hope that I never have to ride him or anyone like him ever again. With exception of this one driver all the other driver's were very POLITE, at least they did tell us their name's.

Janice of milwaukee, WI June 15, 2009

Recently I purchased a ticket Atlanta Ga. Our trip lasted approximately 3 days. During our return trip, it took us approximately 18 hours to travel back home. Our last connection was from Chicago to Milwaukee. We arrived in Chicago around 5:10am. We were told we had a 2 hour and 35 min wait. Which would place the departure time at 7:50am?

I then visit the customer service desk to verify the time of departure and the gate the bus would be leaving from. I was told departure time is at 7:50 and at gate # 13. The inquiry was made around 7:30am. 7:50 came and there was no bus. So we waited and waited.

Several potential passengers inquired about how long it before the bus will will arrive. And they were quite upset. Finally, the bus arrived around 8:35. There were some questions asked by the passengers to the drive. The driver then became defensive and developed an attitude. When my son and I arrived to the gate to so that our ticket can be collected, there was another gentlemen standing with neither the driver, who was not a passenger nor a driver, I do not know his position with the company.

My son was helping me with my bags. My son had 3 bags strapped across him, 2 bags in his hand and his ticket in his mouth. The other guy (unknown guy) told my son, who is 26 yrs old to take the ticket out of his mouth. Then he said because it was disrespectful. My son did not say anything, his hands were full. So I grabbed the ticket to keep the bus driver from developing an attitude with my son. We then got on the bus. And maybe 5 mins into the ride, the bus driver says he don’t want to hear any music which is distracting. I can understand that.

He said he heard ear phones playing. I did not hear anything. The passengers did not know how to take the bus drivers attitude. Then, another 5 mins later, the bus driver pulls over and shouts to everyone, I DON’T WANT TO HEAR ANY EARPHONES. CUT THEM OFF!!!! All of this took place on June 15th 2009

I felt his attitude and disposition was uncalled for. I have traveled many different ways and have never experienced anything such as this. It seems As though he was yelling at children. I am not a child. And I do not expect to be treated as such, especially when I spend my money. I understand Greyhound may have enough revenue without my contribution. So, if I decided to choose another mode of transportation, it will not affect your company. I wanted to bring this to your attention. I felt the bus driver’s actions were a form of harassment. Being that there was no music playing. In addition to his attitude, his driving was horrible. You may want to address this with him. He identified his name as Chris. We were on the bus to Milwaukee, Which should have left at 7:50am.

Stephanie of West New York, NJ May 20, 2009

I needed to visit my friend in a Boston suburb. I arrived 30 minutes early at the NYC port authority station as I believe is specified on Greyhound's web site. Waited for over 20 minutes while ONE older woman with really short curly hair assisted the long line of customers ahead of me. She was taking a very, very long time with each party. I believe that she could have been a little hard of hearing.

Others in line were rather surprised about the slowness of this employee as well. Ten minutes before my bus departure I asked 3 worried people ahead of me if I could go ahead and pick up my ticket as I was a about to miss my bus. The lady at the counter got mad and said to go downstairs (someone would show me where to go,which they sort of do) NO ONE jumps her line. I'd also like to point out that the self service machine on this level was broken. Once downstairs I see that there's another customer care area with more a few more agents and a row of machines.

Couldn't there be a sign upstairs, someone to direct us or couldn't the woman at the counter have taken notice of the situation and instructed some of us to go downstairs? At least seventy percent of their machines are broken, but I suspect more. They don't have signs up. Thankfully, I am able to print a ticket. I ask a security officer where to go from here and he doesn't know but a very nice female employee stops and looks at my ticket and tells me my gate (there's no gate on the ticket). Downstairs, I see that there's a line at my gate. After waiting about 10 minutes we are informed that our bus has left 6 minutes or more ahead of time. The woman at the head of the line is upset, so am I. We all look at each other in disbelief. We find out that there's another but coming. However, we are quickly informed that this will be an express bus and not a local bus. I have no choice but to take this bus, leaving almost 40 minutes late by that time everything is coordinated. The next bus isn't scheduled until 2pm. Initially, amidst the confusion I said to an employee, what's going on? To which she replies 'you missed your bus.' I inform her that I did not miss my bus etc. At any rate, being forced to arrive in Boston and not being able to get off in Framingham, MA (outside of Boston) is a huge inconvenience. My friend who I'm visiting cannot come and get me.

She hates driving into the city and she's concerned about traffic. She's getting married the day after tomorrow and is extremely busy. In Boston, I find out that a taxi to Framingham, which is in fact about 22 miles away costs 120 with tip. I have to lug my extremely heavy suitcase next door to Amtrak. Thankfully, other passengers are willing to help me get my suitcase on and off the train, because the ticket checker tells me he has a bad back (rudely).

Clearly Greyhound overbooks their buses and then inconveniences customers in an effort to save gas money, while costing them money (Framingham was 5 more). Then I had to buy a train ticket. I almost was out 120 for a taxi. They are disorganized even in such a large center as the Port Authority of NYC. Many of their employees lack professionalism and or competence and adequate people skills. My consolation is the price of the ticket. It's pretty darn affordable and don't you generally get what you pay for. Be aware!

Stephen of Carrollton, GA May 5, 2009

I was coming home from Kansas City going to Atlanta when i got to St.Louis; An Idiot in front of me smashes his guitar case into my Left Foot to get on the bus and take a seat; I got on the bus and was pissed off when the only seat available was in the back; My left foot had already started to Swell up; I'm pissed that the Driver saw it and didn't do a thing about it. 6 bruised bones in my left foot and 300 dollars lost due to me being out of work

Chris D Sanders of Jamaica, NY April 15, 2009

On Friday, April 10, my husband and I arrived at the bus terminal at approximately 11:40 to purchase tickets to go to Atlantic City. The ticket window at the lower level near Gate 82 was not open but a sign stated to purchase tickets from the Greyhound ticket counter. I waited on line with approximately 15 other greyhound customers for the ticket agent to return to her station. While awaiting her return a line did begin to form, but everyone was quiet and calm just waiting to be served. When she did return, she pushed her way through the crowd, yelling for everyone to get back. She was rude, hostile, and unprofessional. She advised the crowd no one was getting any tickets until everyone backed up. No one knew what she was talking about because no one was physically standing at the counter yet.

Once Jeanine, CSA was rude and hostile to the crowd, my husband advised her she was rude and her behavior and tone was unnecessary. Well the situation escalated from there, she refused to sell us tickets and told us to get off her line because we were not going to get on any Greyhound bus. Her co-worker tried to diffuse the situation but she kept going on screaming profanities while a crowd or people waited and watched quietly in amazement. Her co-worker did sell us tickets, and I must say I did not get his name, but [they] definitely need more employees like him, not Jeanine, CSA. Everyone in that line was truly surprised and disgusted with this so called customer service displayed by Jeanine, CSA.

I travel through the bus terminal regularly. We are frequent traveler through the Bus Terminal and I have never experience such rude, hostile and unprofessional customer service. We missed the 12:00 bus but we were able to catch the 12:30 bus

Stacey of Fairfield, OH March 20, 2009

back in 2001 I took a bus to New Mexico, somewhere between Arkansas and Mississppi I noticed an attendant putting my luggage (full of sentimentals and hard to find items) on the wrong bus, so I approached the man and he said oh it'll still get to where you are going. he was wrong I waited weeks never came, years went by still contacting them, wanting to know why is it hard to find luggage that has my name and address written all over it, and I wanted to know where does found luggage go? years gone by and still nothing, they wanted to send me 200!

I told them I don;t want money If I can;t have my things I want the same exact things at least most of what was in that box, hard to find items to replace what was lost (stolen) I believe someone stole my luggage I don't believe it was lost and I tried to stop them from putting it on the wrong bus, but they threatend to have security kick me out. Its not right, I had an entire collection of Porcelin cats, and my collection of musical boxes, etc, and a baby pillow and blanket my mom had made me. There has to be a place that lost luggage goes to. years later It still hurts

Ditra L Coleman of Parkville, MD March 20, 2009

On Tuesday, March 17 I was waiting to catch the Greyhound in South Boston, Virginia. It was due at my location at 2:40 p.m. and did not show. I called several numbers and could not get a human being. I finally got a young lady who said she was located in the Carribean. She was no help and could not tell me if it had been reported if the bus was discontinued, lost, late or God forbid had an accident. She gave me a customer service number. I called the number and got no one.

I called the next closest stations in Danville, VA and Farmville, VA.... no answers. I went on line to see if any type of message was posted about the discontinuance or lateness..... no info.

I had to pay to get a ride some 200 miles to Richmond, VA. The drivers there said they were just behind schedule on this particular line. No one could tell me why, what happened or anything.

I am a regular rider from time to time visiting my elderly mother in Sough Boston, VA. I was very upset about this experience because I felt left to fend for myself with NO INFORMATION. Why in 2009 with a company as big as Greyhound would there be no communication between stations when something like this happens. It is inexcusable.

Michelle of Cambridge, ON March 17, 2009

This was my first time ever using Greyhound. I am very shocked and appalled at how poorly my daughter and I were treated by one of your Greyhound bus drivers. I would have used your service every weekend, if I didnt have such a terrible and disconcerting experience. I had just found out that there was a Greyhound station just down the street from my house, which was very convenient, because I dont drive.

My 15 month old daughter and I arrived at the Cambridge, Ontario station at 5:00pm on Friday, March the 13th, 2009 to catch the 5:20pm bus to Toronto (Royal York Hotel). When the 5:20pm bus arrived, it could not take any more passengers, due to the volume of people on the bus. I was told I would have to wait until the 5:40pm bus. I didnt have a problem with waiting until then. When the 5:40pm bus arrived, it had reached its capacity of passengers. I had to wait until the 7:55pm bus. The whole reason we were traveling to Toronto was because my daughter had fallen ill and it was suggested to us that if the illness had progressed to a worse stage than it was, that we should go to Sick Kids Hospital in Toronto.

My mother lives in Scarborough, Ontario, so I figured it would be convenient to be closer to the hospital (Scarborough and Toronto are right beside each other). Getting back to what happened. When the bus driver pulled into the Cambridge station, he got off of the bus and opened up the 2 front compartments for luggage. I had taken my daughter out of her stroller and was carrying 2 out of the 3 bags that I had taken for our trip (one of the bags was of course my purse). My arms were full and I was told by an associate at Greyhound, that the driver would help me with my bags and stroller onto the bus. When it was my turn to get on the bus, I asked the driver very nicely to help me with my bags and my stroller.

He looked at me, rolled his eyes and said, Where are you going? The Royal York Hotel, or to the Terminal?? I told him, The Royal York Hotel? He raised his voice to me and said, Give me the baby!? He grabbed my child right out of my arms and held her in a foot-ball-like hold with one arm and he was squeezing her really hard around the abdomen area which had been bugging her, because she was sick. She started to scream and cry. I told him to stop and he yelled at me to hurry up. I started to try to fold up my stroller, but I was fumbling, because of the stress of my child screaming and crying, because he was hurting her. The guy who was standing behind me in line took some sort of sympathy on me and said to me, Here, Ill take care of this.

You just go grab your baby and get on the bus.? So, I threw my luggage in to the storage compartment as quickly as I could and I ripped my baby from the drivers arm. As if that wasnt enough, he stopped me as I got to the top of the stairs on the bus and said very rudely and condescendingly, Oh yeah, since you have a baby, go to the back of the bus!? When I got off of the bus at the Royal York Hotel, he took my bags out of the compartment and slammed my stroller onto the ground. Without even and second look, he got on the bus again.

I am not the type of person who usually goes out of her way to put in complaints about anything, but this had to be said, so that the situation can be resolved and so other people do not have to be treated as I was. I was told by another associate of Greyhound, that you have a zero-tolerance for rudeness. I am very angry and upset. I have NEVER been treated this poorly in my entire life. Our treatment on the 7:55 pm bus from Cambridge to Toronto leaves a lot to be upset about; as I am sure other travellers witnessed. Your driver's discourtesy / reluctance to assist / and physical manhandling of my 15 month are things I will recall for many years. This was my eye opener for travelling by Greyhound in Canada.

Patricia of Cudahy, WI March 14, 2009

My husband and I were on bus 7261 heading from RS Decatur to Chicago. There was a gentleman that was confined to a wheelchair. The black woman bus driver apparently did not know how to work the wheel chair door. We were an hour late leaving for Chicago. When we arrived at the station that is 95th the wheel chair person needed to get off. He felt bad that he had delayed the bus. He got himself out of his chair instead of waiting for the driver and literally crawled along the bus aisle using his arms to move him along and dragged his legs.

When he got to the bottom of where the door is the bus driver started screaming at him that he needed to get right back on the bus the way he came down and return to the chair and wait to be helped. She litereally humiliated this poor man. Everyone on the bus was appalled at the bus driver. She even threatened to call the police. She was very much in the wrong. I know the gentleman probably should not have done what he did but she could have just told him that in the future he must wait to be assisted and not humiliate him and have him drag himself back on the bus. My husband assisted him as best he could

This poor man was humilited by this rude woman that to me does not belong working with the public.

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