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:04/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello on January 24th 2025 I had a Greyhound booking number ************. On the morning of January 24th 2025 my home had a pipe explosion. My sisters and I were going to ************* for the weekend. When I calm my nerves I tried to cancel my Greyhound ticket it would not allow me. I tried to speak to somebody at the chat icon it kept saying that it was offline. On that day I was going through so many things, because we lost everything some of my second floor was on the first floor. There was no one to contact at Greyhound for the ticket and my family and I never took the ride. I tried to cancel the ticket with my credit card company they stated that Greyhound said that I did not cancel the ticket in time. They said that I needed to cancel the ticket one month prior. How can I cancel a ticket a month prior if I bought it a couple of days before. I always take Greyhound and there was no way for me to foresee that they will be a pipe explosion in my home. The reason that I didn't write about this earlier because on April 1st 2025 we were just giving a temporary apartment. For the last couple of months I've been trying to gather my bearings get all my papers back just trying to make sense of everything. There's no way to ask for a refund, the only option that it gave me if I'm not mistaken was to take 10% of the ticket. And if the contact me is offline how am I supposed to let somebody know that I have an emergency that I can't make my bus trip. I know sometimes people make talk false truth when they want to dispute a charge ************************* is the public adjust a handling my Geico claim. I'm just asking for my money back or a credit to use in the future. How can I accept 10% of the $191. I have never missed a Greyhound ride that I have booked. I value Greyhound please help.

  Business Response

  Date: 04/17/2025

  Thank you for contacting our office with this matter.
  
  We truly understand your circumstances, however in accordance to our Terms & Conditions, no refund is possible.
  
  As a goodwill gesture, we would like to offer you a voucher valued at $194.40. This 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 ******************************.
  
  If this voucher suffice, kindly email us back for us to proceed.
  
  Thank you for your interest in Greyhound Lines.

  Customer Answer

  Date: 04/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a bus ticket for the price of $138.81 for Friday and needed to change the date of my travel to the following Monday. Bc of this they make you cancel your first ticket and pay for a whole new ticket while only refunding partial payment of the original ticket. Which is barely anything. I received less than $30 back on my original ticket and bc of the price difference on the new ticket still ended up paying $140 for the new ticket so I was basically out the whole amount of the original ticket. I find their cancellation and refund policies to be rash and unfair. If you cancel your trip before your intended date and time you should receive a full refund within reason. $30 out of $140 on my original ticket did absolutely nothing to help pay for my new ticket and I was completely out of that money now. I would like that money refunded completely. They claim they do this as a way to make things run smoothly. Well how about the customer .you think that helps things run smoothly for them. NO THEY ARE JUST RIPPING PEOPLE OFF!! A cancellation fee of $107 is absolutely ridiculous. Something needs to be done. How anyone can agree to this policy or accept it is beyond me.

  Customer Answer

  Date: 03/28/2025

  I want to add that when I contacted customer ********************** they were of no help and just kept saying we cannot do anything. They were rude and couldn't offer any assistance. Also that when I checked online, many people said that it only cost them about $20 to transfer their ticket to a different date and time..so I didn't understand the extreme ***** **** up and cancellation fee on mine just to exchange my ticket. They allow you to change your ticket up to 15 minutes before departure time but you are the one eating the ticket price bc you won't see that money and you will have to pay for a.brand new ticket and thats not right when you already paid for a perfectly good one and didn't get to use it. 

  Business Response

  Date: 04/07/2025

  Thank you very much for taking the time to share your feedback and concerns regarding your recent Greyhound experience. Customer feedback is important to us, as it allows us to evaluate our product constantly, service and operations and make necessary changes. It was unfortunate to read that your recent experience fell so far short of your expectations.
  
  We truly understand your circumstances, however in accordance to our Terms & Conditions, 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 cancellation nor delay of more than two hours on the said trip. With that being said, we regret that we cannot meet your request in this case. However, we look forward to an opportunity to restore your trust in our services on a future Greyhound journey.
  
  Thanks for your support and understanding.

  Customer Answer

  Date: 04/07/2025

  I am rejecting this response because:   

  This companies policy is used to take advantage of their customers. Most consumers don't have funds enough to purchase one ticket, while being forced in some cases there may be emergencies that require them to have to need to move their ticket and bus ride to a new day and the only option they have is to cancel the first ticket and then buy a new one without getting the money from the first one back. 

  The other thing that gets me is you have to cancel your ticket 30 days in advance to get 100%of the money refunded. Most people buy their ticket a few days before their trip. To get get 70 percent of your original ticket back you have to cancel it 7 days before your departure. If you bout your ticket the day before you leave and you end up needing to change it you don't even have a fair  shot at getting back anything you paid for that ticket and that's not right. 

  If I buy a ticket and need to switch to a different day as long as I'm still taking the bus I'm still using the ticket. They are still making money and the seat is still being used. I could understand if I was completely cancelling and not going and didn't plan to use the ticket at all but just moving it to a different bday, which was only a few days later. A cancellation fee of $107 is really scamming me. I'm sure others feel the same way. Then to have to basically buy a whole new ticket for the same price and ride a bus for 28 hours to get home to my kids. 28 hours people. It takes 15 hours to go from ************** to ********* 

  The policy needs to be changed. I am owed money. This is a disgrace. 

  Business Response

  Date: 04/16/2025

  Thank you for taking time out of your busy schedule to share your thoughts. 
  
  Regarding your request, our records indicate that this ticket is non-refundable and has no refund value. We regret to inform you that we are unable to accommodate your request. 
  
  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. 
  
  Thank you for your interest in Greyhound Lines. 

  Customer Answer

  Date: 04/16/2025

  I am rejecting this response because:   

   

  The company offers no remorse. No empathy.nothing. no accommodations. No budging. They're so set in their ways and see nothing wrong with it bc they are the only ones benefitting from the outcome so why would they see that they Re doing anything wrong. Horrible people.skills. horrible customer treatment. I'm sure I'm not the first to complain either. DO BETTER!!!

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau, I am submitting a formal complaint against Greyhound Lines, Inc. regarding their failure to protect my belongings, their mishandling of my lost luggage, and their refusal to provide a resolution for the financial loss and distress this has caused. Incident Details On December 30, 2024, I traveled from *****, ********, to **********, *****, via Greyhound. This was my first time using their service, and upon arriving at the ***** Greyhound station, I encountered unprofessional staff. The employee at the counter was on her phone the entire time, did not assist passengers, and failed to inform me that Greyhound is supposed to provide baggage tags. During my journey, I made sure my luggage was with me at my transfer stop. However, upon arriving in ********** at approximately 5:00 PM, I was one of the last passengers to exit the bus since I had been sitting at the back. When I got off, I discovered that my suitcase was already gone. Only one other identical suitcase remained on the bus, but it was not mineit was slightly darker. At the time, I had no way of knowing that another passenger had mistakenly taken my luggage first, as neither bag had a tag. I quickly realized the mistake when I arrived at my familys house and opened the suitcase, seeing it was packed with mens clothing. I immediately tried calling the ********** Greyhound station, but they had already closed for the night. The following morning, I went in person to the ****************** and spoke with the employee at the front desk and the security guard. They informed me that the other passenger had already returned to report that he had mistakenly taken my bag, but instead of assisting him in returning my belongings, Greyhound told him there was nothing they could do. As a result, he left with my luggage, and Greyhound made no attempt to contact me or recover my property. They told me they would hold the other passengers bag and not release it to him until I could return to exchange it. I left his suitcase there, expecting to hear back, but Greyhound never called me. Despite multiple follow-ups and filing a lost luggage claim, I have received no updates or assistance. Impact of the Incident Greyhounds negligence resulted in me losing all of my belongings, which included brand-new clothing I had purchased specifically for my birthday, as well as valuable Christmas gifts. This was an expensive loss, and Greyhound has refused to take responsibility. The emotional distress and financial burden caused by this situation have been overwhelming. Attempts to Resolve the Issue I immediately filed a lost luggage claim with Greyhound and have contacted customer ********************** multiple times. Each time, I have been met with unhelpful responses and no clear path to recovering my belongings or receiving compensation. I also attempted to file a police report for theft, but due to Greyhounds poor handling of the situation, there has been no way to track down my lost items.

  Business Response

  Date: 03/28/2025

  Thank you for contacting our office and letting us know your concern. We apologize for the delay in responding to your email.
  
  Regarding your concern, to report a lost and found or damaged items please visit our website at ****************************** and go to Help, click contact-us, under customer care there you may select the Lost & Found or Damaged Items and fill out the form. Our baggage department will further assist you with your concern.
  
  We are certain your future experiences with Greyhound will demonstrate our commitment to provide quality customer **********************, and we look forward to serving your travel needs.
  
  Should you have any additional questions or concerns, please do not hesitate to contact us by replying to this email.

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because they keep giving me this same response. Theyve been giving me this response for the last 4 months. Ive already did that as said in the email. Ive filled out lost and found reports, and have done everything I was asked to do.. thats not the point of the email that was sent. Actually TAKE THE TIME OUT to read what I sent before yall jump to respond. The issue is that when the guy that took my things tried to return them and reported to greyhound that they werent his belongings, they rejected him and allowed him to walk back out with my things instead of handling the situation correctly and professionally. Once that man said he did not have the right luggage he should not have been able to just turn around and leave with my things, especially being that yall made me leave his things there and got my contact information when I went up there after him the next day. I never received a follow up, no communication, nothing, 

  Business Response

  Date: 04/01/2025

  Thank you for contacting our office with your concerns. 
  
  Regarding your concern, please note that Greyhound Bus Lines is not liable for misplaced items or carry-on belongings. However, you can visit the terminal for more information. Passengers are responsible for promptly picking up their property upon arrival and for transferring their belongings from one bus to another during transfers.
  
  Thank you for your understanding, 

  Customer Answer

  Date: 04/01/2025

  I am rejecting this response because:   Thank you for your response. I understand Greyhounds policy regarding misplaced or carry-on belongings. However, this situation was not a case of simple misplacementit was a matter of mishandling a theft incident, which was not properly addressed by your staff.
  
  
  The individual who took my belongings initially acknowledged that the items were not his. Despite this, your staff turned him away without taking any steps to resolve the situation, leaving him with no choice but to take my property. This was not only irresponsible but also legally unacceptable. Your team had the opportunity to prevent this from happening but failed to take the necessary action.
  
  
  Additionally, the bus driver was the one who loaded our luggage, meaning passengers were not fully aware of the exact placement of their items. This contributed to the mix-up, making it even more critical for your staff to handle the situation properly.
  
  
  When I returned the next day to report the issuesince the office was closed when I first realized what happenedI was told my information would be taken down and that I would receive a call if the man returned. This response was unacceptable and should have been the course of action the moment the individual came in and admitted to taking someone elses belongings. Waiting until the next day to take my report only further demonstrates the lack of responsibility taken by Greyhound staff in handling this situation.
  
  
  I am requesting immediate action to address this matter, whether that be a proper investigation, a review of security footage, or compensation for the loss due to Greyhounds negligence. If this issue is not resolved promptly, I will have no choice but to escalate this matter further.
  
  
  Please let me know how you plan to rectify this situation as soon as possible.
  
  

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requesting Refund * * ******* M* ***********, ** - **************, *** 03/23/2024

  Business Response

  Date: 03/28/2025

  Thank you very much for taking the time to share your feedback and concerns regarding your recent Greyhound experience. Customer feedback is important to us, as it allows us to evaluate our product constantly, service and operations and make necessary changes. It was unfortunate to read that your recent experience fell so far short of your expectations.
  
  We truly understand your circumstances, however in accordance to our Terms & Conditions, 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 cancellation nor delay of more than two hours on the said trip. With that being said, we regret that we cannot meet your request in this case. However, we look forward to an opportunity to restore your trust in our services on a future Greyhound journey.
  
  Thanks for your support and understanding.

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 21, I took my ex-wife to Greyhound in ******* put her on the bus and I asked to use the bathroom. They made me use the mens restroom and Im a trans woman. And the second thing as that the bus my ex wife was on was over 10 hours late and made her late to getting back home

  Business Response

  Date: 03/28/2025

  Thank you for your email. We would love to assist you. Please note that to give your situation ample time and care, there are a few things we will need from you to help with the process. 
  
  Order ID number: 
  
  Passenger's name: 
  
  Departure location and destination: 
  
  Travel date: 
  

  We appreciate your help and look forward to resolving your issue. 

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because:   I was treated with disrespect

  Business Response

  Date: 04/03/2025

  Thank you for reaching us back.

  I hope this message finds you well. I am writing to express my sincere apologies for any misunderstanding or discomfort that you may have experienced. It is important to me that we maintain a respectful and positive relationship. 

  Additionally, I was hoping you could kindly provide me with the confirmation number. It would greatly assist me in resolving this matter.

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

  Customer Answer

  Date: 04/03/2025

  I have reviewed the business response and accept this resolution.  I want a refund for issue

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on time for my bus, and as I pulled into the parking lot, the bus pulled away at least 3 to 5 minutes earlier than scheduled when I called to get a refund or reschedule it was put into the system at the bus left on time which was incorrect, nobody seems to be able to have the ability to alleviate the situation, or even address it and I cant get any customer ********************** other than **** sinners in the ***********, a very limited authority, to change anything based on a certain circumstances of a customer

  Business Response

  Date: 03/28/2025

  Thank you for your email. We would love to assist you. Please note that to give your situation ample time and care, there are a few things we will need from you to help with the process.
  
  Order ID number:
  
  Passenger's name:
  
  Departure location and destination:
  
  Travel date:
  
  We appreciate your help and look forward to resolving your issue.

• Initial Complaint

  Date:03/22/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 scheduled a ticket to depart from ******* ca to **** nv on 3/14/25 at 7am. The ticket was canceled. I called to find out why, no real reason. They rescheduled my ticket for 3/14/25 at 2:05pm. I got to the departure station at 1:30 on 3/14/25. Then I got a text saying the bus was delayed by ******************* the rain waiting. Bus tracking showed my bus was pulling up. I walked over to get in the bus and the driver asked my destination. I said sparks and began to pull my phone out to scan my QR code. He stated he was NOT my bus. He was late and my bus was still coming then preceded to get back in the driver seat and take off. Tracking showed he was my bus. I contacted customer ********************** and they confirmed that my bus had left already. Called customer ********************** and a rude employee didnt care that the driver took off without me. I asked about the next departure time in ********** ca as the bus has a layover there. She said 4:35 the said 5. Then said it was all booked. I said there should be 1 seat available for me because I was supposed to be on that bus anyway. She told me to call customer ********************** and hung up. I had to pay $14 on Lyft to get back home. And I was charged a $40 same day cancellation fee from my hotel in ****. Then they didnt cancel my return ticket and that trip was canceled as well. But I received no money back.

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 ******* My Mother Coorerena ******* a 76 year old women disabled with medical issues asthma and bronchitis. Her booking number **********. Your driver ******* ****** on 8698 somewhere going towards *********** NM took it upon himself to start spraying some type of spray on mother saying she was stinking from smoking. My mother does not smoke never smoke and cannot be around smoke. That early morning call to her my mother crying and pleading with your employee to stop and asking why he was only spraying her was horrible and the tone his voice switched like he was enraged speaking from English to Spanish. I had called customer ********************** their nowhere to make formal complaints Ieven filled out a feedback as requested. This bus route was off scheduled the whole time what was to be a 2 day trip turned into 3 days

• Initial Complaint

  Date:03/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a ticket through Greyhound, **********, left ******, rode to ************, one hour layover, bus left early taking my luggage with them. Greyhound was indifferent, both at terminal as well as customer **********************. They wouldn't even reschedule the REST OF MY TRIP. I was moving cross country - those bags contain ****** IMPORTANT PAPERS AND ALL OF MY BELONGINGS CURRENTLY. I WANT THEM BACK. I ended up purchasing a ****** ticket for the REST OF MY TRIP WITH ******. No one answers ********* Lines phones, the company was supposedly bought by ********* Lines. No response from ANYONE.

  Business Response

  Date: 03/14/2025

  Dear ***** ******,

  I'm sorry to hear about your past travel issues with Greyhound Bus Company.  It is difficult when problems occur during travel.

  You will need to contact Greyhound to get resolutions to your luggage.  ********* Lines does not own Greyhound.  They operated as an independent bus operator with their own policies for customer ********************** and issue resolution.  I did find the number for Greyhound Customer ********************** in case this is different from the number you are trying to call.  **************.  I hope this helps you in contacting them.

  Regards,

  ********* Lines ************* Team

  Customer Answer

  Date: 03/14/2025

   I am rejecting this response because: I have contacted Greyhound, both through their Baggage claim as well as their Feedback on their site, I get nothing but automated responses. I understand now that ********* Lines may not have anything to do with it, so consider my complaint in its entirety and put GREYHOUND'S name on it. It is now March 14, and I still have yet to speak to ANY human on my phone that doesn't tell me to fill out the baggage claim form! 
  
  
  

  Business Response

  Date: 03/25/2025

  Thank you for reaching us back.
  
  Please be assured that we will do everything possible to locate your bag. We know this can be a very frustrating time for you. On behalf of Greyhound Lines Inc., we apologize for this inconvenience. We will make every effort to provide you with the service to which you, as valued customers, are entitled.
  
  For further assistance, you may send an email to our baggage department at this link BAGGAGE.
  
  Thank you for your understanding, 
  

  Customer Answer

  Date: 03/25/2025

  Once again, a form letter response telling me to inquire further, but they give me no one to respond TO. They apologize but give me no recourse. Do I have to take this to the media to get the attention it needs? I know I am not the only one, I met several other people in the bus depot who had the same thing happen to them!

  They say to respond to a baggage link. If it's the same one I've sent several requests to, know that they do nothing but send a form letter in response to an inquiry on baggage. This is totally unacceptable. 

  Customer Answer

  Date: 04/01/2025

  I am rejecting this response because:   

  Once again, a form letter response telling me to inquire further, but they give me no one to respond TO. They apologize but give me no recourse. Do I have to take this to the media to get the attention it needs? I know I am not the only one, I met several other people in the bus depot who had the same thing happen to them!

  They say to respond to a baggage link. If it's the same one I've sent several requests to, know that they do nothing but send a form letter in response to an inquiry on baggage. This is totally unacceptable. 

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for me and 2 sons. The bus was delayed from ******* to ******* for an hour. Than the bus broke down at *********** in *****************************. I had to be to work at 8:00am. I asked the driver about support from the company. Were they going to send us another bus or someone to fix the problem. She stated they wouldnt answer. We sat there for an additional hour and 30 minutes. I was forced to catch an **** to my home. It cost me $106.00

  Customer Answer

  Date: 03/21/2025

  Please see attached 

  Business Response

  Date: 03/26/2025

  Thank you very much for taking the time to share your feedback and concerns regarding your recent Greyhound experience. Customer feedback is important to us, as it allows us to evaluate our product constantly, service and operations and make necessary changes. It was unfortunate to read that your recent experience fell so far short of your expectations.
  
  Greyhound Lines Inc. is committed to providing quality customer ********************** and maintaining affordable prices. It is important for us to strive for improvement and your input will help us with this process. We do apologize for what happened. However, Greyhound will not compensate for the extra expenses you paid for. We would like to inform you that your concern will be heard and not taken for granted. Rest assured that everything will be documented.
  
  We truly understand your circumstances, however in accordance to our Terms & Conditions, 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 cancellation nor delay of more than two hours on the said trip. We verified that the trip resume after an hour. With that being said, we regret that we cannot meet your request in this case. However, we look forward to an opportunity to restore your trust in our services on a future Greyhound journey.
  
  Thanks for your support and understanding.

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because:   I was delayed more than 2 hours

  Business Response

  Date: 04/01/2025

  Thank you for reaching us back.   
  
  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.
  
  Thanks for your support and understanding. 

  Customer Answer

  Date: 04/01/2025

  I am rejecting this response because:   

  Once again, a form letter response telling me to inquire further, but they give me no one to respond TO. They apologize but give me no recourse. Do I have to take this to the media to get the attention it needs? I know I am not the only one, I met several other people in the bus depot who had the same thing happen to them!

  They say to respond to a baggage link. If it's the same one I've sent several requests to, know that they do nothing but send a form letter in response to an inquiry on baggage. This is totally unacceptable.