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1.4 617 Reviews

Greyhound Lines Complaints Summary

64 Resolved
553 Unresolved
Our verdict: With Greyhound Lines's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Greyhound Lines reviews & complaints 617

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C
9:32 am EDT

Greyhound Lines late and canceled buses to indiana

On July 25 I left on the Jefferson bus 4:15 pm(from St Cloud, Mn) and arrived in Minneapolis, Mn. At 7:30 that evening. My bus to Chicago was supposed to leave at 9:30. A few hours later. The clerk at the desk at the greyhound bus in Minneapolis, Mn. Called out on the loud speaker that the bus to Chicago was canceled. I didn't leave Minneapolis, Mn. Until 3:00 the next day. Yes, almost a whole day later in the bus station. I m very upset! So i caught the bus at 3:30 on the 26th of July! I departured Minneapolis, Mn. At 3:3 and arrived in Chicagos greyhound station at 11-11:30 ish. My bus to South Bend Indiana was pulling away as our bus pulled into the Chicago bus station. I waited in Chicago until 7am. I departured Chicago on the 27th of July. I arrived in South Bend, Indiana at around 9:30am! My bus to Rochester, In. Didn't leave until 8:40 pm. This was the worst ride of my life! My anxiety why through the roof! There is No reason it should take two days (mostly waiting at the terminals) to get to Rochester, In. From St Cloud, Mn. I will never take greyhound buses again unless something is done about this. Refund, free ticket, whatever, as long as I know something was done about this! Sincerely one of your Bi-yearly riders, Christina Davey. [protected] thank you. My Confirmation # is [protected]. By the way your company miss spelled my Name on the ticket. I purchased my tickets at Jefferson bus lines with my debit card and my name is correct on my debit card!

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2:03 pm EDT
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Greyhound Lines greyhound bus lines lack of business know how

Be prepared for 12-24 hour layovers... you read that right. It won't be on your itinerary but you will have it because a bus is always breaking down, running late, whatever which causes you to miss all of you connecting buses and wait a day before the next connecting bus on your route is coming through. Plan to have motel room money ready. I did not, and had to sleep on the floor of the bus station (well tried to but it didn't happen with the constant worry of being robbed as I was traveling alone.) My itinerary said 18 hours trip. Actual was 72.
Customer support at all the stations was poor and very rude. They had zero concern for your well being or safety (they all had a "not my problem, I'm only here for the paycheck" attitude)
When I called to file a complaint and request some sort of accommodation for this trip turning into my worst nightmare, I was informed that inless my layover is minimum of 24 hours (at one time, not total) then they do not offer motel accommodation. (Elderly and those traveling with children... keep that in mind!) You are expected to sleep sitting up in a chair or lay out on the dirty floor surrounded by others like sardines.
I wouldn't even give greyhound 1 star but I had to here. This was my first and last time traveling via bus thanks to this horrendous experience. I truly hope that Greyhound Corporate reads this and takes it seriously. My heart was saddened looking around your bus stations at all the people sleeping on top of each other like a Nazis concentration camp. Sorry to put it harsh... but it was my first thought to comparison.

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Char Wilson
, US
Aug 19, 2018 4:24 pm EDT

DEALING with Greyhound is like having conversations w/3rd world countries
On the phone, I called 4 x info. was given wrong info, pricing & locations.

On the bus, seat sticky and floor had partial food from person sitting there before me.

A simple trip from Phila to Atlantic City, had to go in person to get my ticket on the phone, not 1 person spoke decent English or understood. I am saying Phila. & man repeats back Wilmington De.

I was told bus runs every hour coming back to Phila. I went to the station by 2pm, next bus was 5 37pm.
Had to buy a ticket to come back on NJ Transit

Now I have a Greyhound ticket for a return I never used & the thought of going back to 10th & Filbert station which had street people, drunks & beggars + Greyhound employees rude & talked to each other. Place a disgrace..obviously Greyhound doesn't care.

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Char Wilson
, US
Aug 19, 2018 4:25 pm EDT

Wish I knew how to get n employee @ Greyhound who cares

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11:22 pm EDT

Greyhound Lines bus service

On the way TO my destination, the bus broke down and we waited under a tree for over an hour for a replacement. In July. On the way BACK from my destination, EVERY bus was 2 hours or more late at the station. EVERY BUS AT LEAST TWO HOURS LATE. That should have been a clue that this company isn't as together as they want you to think. They also lost my luggage and phone representatives aren't allowed to take complaints and will instead tell you to call corporate.

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5:20 pm EDT
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Greyhound Lines luggage and clothes soaking wet

Departed San Antonio today Aug 5th 2018 at 9 am. Raining on the way to McAllen. When we arrived went for my luggage soaking wet. New clothes and items from my trip to California ruined. Had 4 luggages 2 were soaked. I hope u can resolve this because some items were my dads who recently passed away. I have always travel by grayhound and never had a problem like this happen even when it was raining before. Thank You hopefully this can be resolved.

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Update by Teresa Zamora
Aug 05, 2018 5:21 pm EDT

Thank u

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1:21 pm EDT

Greyhound Lines bus service, customer communication, and lack of drivers

August 2, 2018 New York Port Authority to /Atlantic City (Round trip ticket) to
Caesars which canceled my hotel reservation.

1) All kiosks non-operative therefore cannot print out pre-purchased tickets.
2) 6:00pm bus delayed until 8:00pm
3) 7:00pm bus delayed until 10:00pm
4) No idea about 8:00 pm bus
5) 11:30 bus (my bus) delayed until12:45pm - arrived 3:00am.
6) All yellow vest jackets either lied about accidents in tunnel or ran form questions.
7) Needless to say ABC, NBC, WPIX had reported on the horrific conditions of Greyhound 3 days before unknown to me at the time.
What did they do to improve?

Laidlaw who runs Greyhound taken over by British company U.K. First Group.
What does that tell you about the inconsistency of bus operators, customer service
and timely schedules which when we called - someone in Philippines answered and then hung when they had no answers. Even this complaint board is outsourced.
This is not the first time but my feeble attempt at giving it another try.
Ugh! No more.

Needless to say my last trip w/Greyhound. Not the childhood pleasant, trips I remember. Younger customers joined together (4) and shared a Uber $55.00 ea.

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9:13 am EDT

Greyhound Lines refund

Case#225764 I requested refund and compensation for the funds we had to spend due to the issue caused by GREYHOUND. We are very much upset with that fact that I sent certified mail that was ignored and I had to call 8/3/18 a full month later attempting to get this issue resolved. I spoke to Rauline on 8/3/18 that stated she can only offer $60.00 refund. Your bus broke down and we had a medical appointment in Columbus GA and had to be there @ 11: 30 am. We had to pay out of pocket expenses to get to the appointment on time yet all we are compensated for is $60.00. I do not agree with this. Do the math and what we were charged to get to our appointment on time and tell me if you think $60.00 was sufficient. We paid $150.00 for the tickets and had to pay an additional $200.00 to get to the destination. If i cant get this resolved, I will be filing a CFPB, BBB, and hiring an attorney about this.

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12:36 pm EDT
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Greyhound Lines packages shipping

I shipped a package from Rochester New York to Brooklyn New York that would only take a few hours. 8 Days Later it still has not arrived I was not allowed to file a claim until one week later 5 business days so the speak. The GLI number on the receipt is not a tracking number it is a number that is scanned once it arrives at its destination. I called Rochester ny and brooklyn. I was put on hold for 45 minutes why person told me she was going to go look for the package and then one another person came back on she said hello Greyhound may I help you so the other person just blew me off.. how could Greyhound lose a package that is only supposed to be on the bus for 3 hours

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6:53 pm EDT

Greyhound Lines customer service

My daughter has taken greyhound quite a few times. Buffalo, NY is where most of her problems have been. Workers were rude to her. Buses are always late, sometimes no driver, driver assuming he's driving to Canada when he's only supposed to be going from Buffalo to Syracuse, driver gets off wrong exit so he backs up back on to the interstate! All I have to say is if you can take Megabus... TAKE IT! My son used Megabus for 5 yrs. I think it was late once and that could have been due to bad weather and once because the bus broke down. It's also less expensive and the fee for changing your ticket isn't $20!

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Mattison
, US
Aug 01, 2018 11:37 pm EDT

Terrible customer service at the ticket counter

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Mattison
, US
Aug 01, 2018 11:35 pm EDT

On July 31st Tuesday I was going to Dallas. Check in at the counter to see if my ticket was ok. The man was rude and
unfriendly. He says" Now you want to talk to me"didn't you hear when I asked you earlier? I almost thought I was in Pakistan and not in America. For a first time traveler not familiar with process may need more explanation. The staff behaviour was terrible. I cannot believe Grayhound bus lines do not train their employees in customer care. He was irritated and rude to all customers.

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J
1:13 pm EDT

Greyhound Lines timing and customer service

Had a route set for grey hound to take me from Kitchener ca to Georgia Augusta. Paid online bus was supposed to leave at 8:50 and get me to Augusta Georgia at 2:10 pm the following day. Sat 28th July to 29th. I was supposed to arrive at Detroit at 2:30 the bus ended up being half an hour late exactly at 3:02 I asked the driver to call ahead and he refused. My bus left me because grey hound was 2 minutes late for their own bus. I had to wait 6hours 15 minutes till 9:15 based on their reroute after having to argue with the management who was trying to make me pay for another ticket. The bus came late that night still at 9:45 departing roughly 10. The customer service was appalling throughout. Very dissatisfied with how I was treated I got to my destination 6 hours past when I was supposed to on an already 28 hour commute. Itenerary [protected] is the one that was horrid.

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10:26 am EDT

Greyhound Lines bus delay/

I had booked a round trip ticket from Dallas, TX- Katy, TX July 25-July 28 2018. Firstoff, I clicked the wrong button by accident and had to change my travel time, which I was charged for even though it happened within minutes. On my way back the Greyhound bus did not come to Katy, TX at 8:30am. I called customer service and was told it was running 3 hours late. I was instructed to call the bus station in San Antonio that it was coming from and the man on the phone said it was running 15 minutes late. By this time, I had been waiting over 45 minutes and get a ride to the Downtown Houston bus station. Once on route, we had about 4 different stops that I was unaware of and arrived in Dallas over an hour late.
I did not receive any email or notification that there would be a delay and I was not told about the multiple stops on the way going back. I am very disappointed with the services provided by Greyhound and the staff I spoke to on my trip were very rude. I will not be riding with Greyhound ever again.

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9:18 pm EDT

Greyhound Lines bus delayed

I left work early to catch the 4 o'clock 7/271/18 from NYC to Washington DC, was waiting in line 20 minutes early as instructed. At 3.55, 1-19 of the 4 o'clock bus passengers got on the 3.30 bus and left. The lady said the 4 o'clock bus was on way to take remaining passengers. We left Port Authority at 5.14 thus hitting rush hour traffic and heavy rain. Bus number 88046
But to delay things worse we stopped at a rest area in Delaware, driver said 10 mins, was 34 mins, and he was the last to leave the food area? Bus smelled of urine, WiFi didn't work? Charging points didn't work?
Still on bus 11.15 still not in Washington

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1:13 pm EDT

Greyhound Lines refund issues

I am a student at queen's university. I booked the ticket from greyhound.ca (to go to Detroit, USA) on Apr 10, 2018. On that day, there were some issue with their website
which make me book and pay for three times ($80.80*3). After that I've called the customer service, they said the will refund the money two miss booking back. I waited about a week, then, I get the refund but just only for one ticket. From then till now, I'm still waiting for my last refund. My case issue for greyhound customer service is 148596.

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4:13 pm EDT
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Greyhound Lines exchanging tickets

I purchased two round trip tickets a couple of days ago two tickets from sacramento to SF. I tried to get a refund when I found out that my daughter (the other passenger) would be working, even though she requested the day off.
I was told that I would need to pay 20 per ticket to get a new date. I was willing to pay this but my daughter works. I wanted to put my name on the new tickets but told I couldn't. I don't understand first why don't you make customers happy. You will be able to resell my tickets. I would be okay with your company and you would get a loyal customer. Instead I am frustrated and only want to share my frustrating experience with others.

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Update by Julie Fellion
Jul 26, 2018 4:53 pm EDT

My daughter and I planned a trip from Sacramento to SF. I purchased two round trip tickets through Greyhound. Unfortunately, my daughter is unable to go. As soon as I found this out I called customer service. I was told I purchased a non-refundable ticket. For a price of 20 dollars per ticket, ( very close to the price of the original ticket) I was told that greyhound would allow me to change the date. I was ready to do this, but wanted to change my daughter's name on the ticket to my husbands name. My husband's schedule is much more predictable and I don't want to go through this again. They said they were unable to change the name even though I paid for both tickets. I am left with two tickets that I cannot use and a frustration about the poor customer service provided to me by Greyhound. Having worked in the restaurant business for many years, I learned it was good business to listen to people who were unhappy with your service, not continually say there is nothing you can do. I will not use Greyhound in the future.

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1:00 am EDT

Greyhound Lines lost baggage

Ok so I had a pretty desert trip minus the 12hr delay in Atlanta. It was my daughter and I traveling from Norfolk Virginia to Pensacola Florida. When I got to Pensacola on Sunday march 4th my 2 checked bags where nowhere to be found. I called every transfer point from Norfolk to Pensacola and nothing. Called for weeks did a claim and a tracer and waited for mos. Only to be told my claim was denied because I did my claim after the 30days they said I had. Ok never at any point in the last 4 months was I told anything about 30days. When I called Dallas in march they sent my claim form wasn't told then, when I called any time after then wasn't told 30days. When I placed my claim wasn't told that it was after the deadline. During the 90days I never got a call or letter tell me im claim was past the deadline. Im out important papers, meds, and clothes for my teen daughter and myself. It wasn't ever about the money I just wanted our stuff but now im pissed and want my money.

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4:00 pm EDT

Greyhound Lines product I haven't received yet

Hi there my name is roger, i order a 63 plymount car door, it git shipped out on 7-3-18 and here it is 7-20-18 and i still haven't got it...And the greyhound express number [protected] that we have been calling every day to fine our door and they can't tell us where it is even at...I payed $275.00 for the door and to have it ship...Come body need to fix this before i get my lawyer in on this...My tracking # [protected]...My home # [protected], , , , , some body needs to call me...

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11:54 am EDT

Greyhound Lines ship#[protected]: poor service, misinformed and lack of accountability

Shipped 7.2.2018 from wilmington, de to big spring, tx: 6 boxes - 3 finally landed in big spring ~7/12 or 7/13 and no one can tell me where the other 3 boxes are! As of 7/17/2018!
After research, price comparisons, and lengthy customer service inquiries to learn about greyhound bus freight express, I trusted the company with 6 boxes of toys, clothes, stuffed animals, memories for my two grandsons - who had moved from my home to texas. We followed all the instructions - labels, etc. I even put 2 labels on each box with 1 taped inside each box. I have a list of contents for each box 1 of 6 through 6 of 6.
I asked via customer service (before hand) how long would it take - I was told 7-10 days. I had to ship from wilmington, de (no one told us in advance that that is an "agent" location, i.e. They are not set up to conveniently receive boxes - got a parking ticket there ($60).. Still the counter person was helpful. I thought since I paid in advance and had all my answers I didn't need to bother him. Anyway when the boxes were weighed they were a little heavier but the guy told me I should get a refund - I had paid $336.69 (seven days - station to station) - the attendant in wilmington - said my total was $220.73 (I later learned the "agent" busfreighter's fee is the difference. And yet they can't tell me where the boys' 3 boxes are.
When I call greyhound customer service I never get the same person twice and stories unravel - i.e. If the bus driver doesn't want to pull the cartons off the bus they ride on to another station, also no one told me that big spring is not a 24 hour station (I didn't know if they have a storage unit or something there to leave the boxes in) and that because of that - at one point the cartons were in phoenix, arizona and have bounced back to dallas, texas several times.
Btw isn't dallas their corporate headquarters - I would think that with modern technology *scanning bar codes, etc." and if someone actually cared about customer service - my grandsons would now have all of their books, toys, bibles, clothes, etc. Praying here. And also suggesting no one ship anything of importance in this manner.

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12:07 am EDT

Greyhound Lines free wifi

you guys advertise free wifi on every bus. i departed phoenix on july 4th 2018 at 8:18am. The bus did not have free wifi you had to pay for it. I am very disappointed with greyhound. That is false advertising. also, The greyhound bus departed from Tucson arizona on july 4th 2018 at 1:45am. The wifi was not working. Please fix the problem or get it off of your website.

Thank you

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6:13 pm EDT
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Greyhound Lines washington dc to nyc transport

To Greyhound customer service,

On the 15th of July 2018, I was told that my bus was "overbooked".
I had a ticket for the 6:30pm 15th July 2018 bus from washington DC to NYC. They had to put me on a 8:00 pm bus because the 7 and 7:30 bus was full. I specifically spent extra time and money booking the 6:30 ticket to look through all the scheduled arrivals because arriving back to New York was time sensitive. All I got was a reschedule and I couldn't even take the next 2 buses. I am certainly hoping that the company can compensate for my inconveniences. The least you could do is refund me half the ticket. Please note your tickets are expensive compared to other bus companies, so I expect excellent service for the amount I pay. I hope you value your customers loyalty and commitment.

Please see my attached records for evidence.

Thank you

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3:47 pm EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Greyhound Lines horrible customer service and ridiculous policy

Good afternoon,

I reach out to greyhound today 7/13/18 in order to get assistance to correct information on tickets that I bought online, I gave the confirmation #[protected]. Explained that there was a mistake on the ticket, the departure indicated, leaving from Atlantic City to NYC on 7/23/18 and returning from NYC to Atlantic City on 7/26/18. I live in NYC, therefore, my departure should be leaving from NYC to Atlantic City on 7/23/18 and returning from Atlantic City to NYC on 7/26/18. In speaking to customer service was a horrible experience. They refused to making the changes stating that the ticket was non-refundable and that I needed to go buy a new ticket for my departure, because they could do anything about it, because it was policy. They could only make changes to the return date. I explanned that I wasn't lookin for a refund or canceling the ticket, but only to make the correction indicated above. They would not help even though I contacted them I'mmediately afternoon noticing the discrepancy on the ticket. They want me to take a lost. They in return do not loose anything, because they already have my money and they can fil that vacant seat and get more money. Dealing with Greyhound was one of my worst experience. For them to be in the business of working with people they really do a terrible job at it.

If this is policy, then this is theft on a grand scale and I will be writing a complaint to the Better Business Bureau. This policy if in fact is true, is designed to ripoff the customer so that Greyhound can benefit. If you need for information you can email me at [protected]@aol.com or call [protected] (Ezequiel)

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Resolved

This is not resolved matter, but I need to make a correction on the body of the message and t owns not allow me to do so. I thought that this a legitimate place to file a complaint not to post it online online. Please assist in making the correction or deleting my post, thanks

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3137047188
Detroit, Michigan, US
Aug 14, 2021 9:33 am EDT

Need refund from august first and didn't receive my baggage in it was lost

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4:39 pm EDT

Greyhound Lines i’m complaining about the service

Whe are very not satisfied with the service the bathroom is not condition to use very bad service Nex time try to have another bus with a clean bathroom the bathroom smelled very bad. This is the first time I see a bus where is the service was not good at all the other buses where fine but the bus to head to Boston was very bad service next time try to have another bus thanks Juan Zuluaga

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Greyhound Lines In-depth Review

Overview: Greyhound Lines is a renowned bus transportation company that has been serving passengers for many years. With a rich history and background, Greyhound is known for its reliable and affordable services.

Ticketing and Booking: Booking tickets with Greyhound is a breeze, whether it's done online or through other channels. The website offers a user-friendly interface and easy navigation. Different ticket types, including one-way, round trip, and flexible options, are available to cater to various travel needs. Pricing is competitive, and the company often offers discounts to make travel even more affordable.

Bus Fleet and Amenities: Greyhound boasts a diverse fleet of buses that are well-maintained and comfortable. The buses are equipped with amenities such as Wi-Fi, power outlets, and reclining seats, ensuring a pleasant journey. Cleanliness is a priority, and passengers can expect a comfortable and hygienic environment. The company also provides accessibility features for passengers with disabilities, ensuring that everyone can travel comfortably.

Routes and Destinations: Greyhound covers an extensive network of routes and destinations, making it convenient for travelers to reach their desired locations. The bus schedules are reliable, and the frequency of buses is commendable. Direct routes and connections are available, providing flexibility and convenience for passengers. The website provides information on popular routes and destinations, helping travelers plan their trips effectively.

Customer Service: Greyhound's customer support is responsive and helpful, ensuring that passengers receive the assistance they need. Multiple contact channels, including phone, email, and live chat, are available for easy communication. The company is accommodating when it comes to ticket changes, cancellations, and refunds. Customer complaints and feedback are handled efficiently, reflecting Greyhound's commitment to customer satisfaction.

Safety and Security: Greyhound prioritizes passenger safety and complies with industry regulations and standards. Measures are in place to ensure the security of luggage and personal belongings. In unforeseen events, the company has emergency protocols and effective communication systems to keep passengers informed and safe.

Onboard Experience: The seating area on Greyhound buses is comfortable and clean, providing a pleasant onboard experience. Temperature control and ventilation are well-maintained, ensuring a comfortable environment throughout the journey. Entertainment options, such as movies and music, are available to keep passengers entertained. Additionally, food and beverage services are provided, allowing passengers to enjoy refreshments during their trip.

Punctuality and Reliability: Greyhound buses are known for their on-time performance, ensuring that passengers reach their destinations as scheduled. In the event of delays, the company handles the situation professionally and communicates with passengers effectively. Cancellations and rescheduling are infrequent, reflecting the overall reliability of Greyhound's service.

User Reviews and Ratings: Greyhound receives positive reviews and ratings from various sources, indicating high customer satisfaction. Common positive feedback includes the affordability of tickets, reliable service, and helpful customer support. Negative feedback often revolves around occasional delays or issues with specific routes. Overall, customers are satisfied with Greyhound and recommend the company to others.

Loyalty Programs and Rewards: Greyhound offers loyalty programs and rewards for frequent travelers. These programs provide benefits and perks, such as discounted fares and priority boarding, making travel more rewarding for loyal customers. Earning and redeeming rewards is easy, enhancing the overall travel experience. When compared to competitors, Greyhound's loyalty programs stand out for their value and flexibility.

Sustainability and Environmental Initiatives: Greyhound is committed to sustainability and reducing its environmental impact. The company employs eco-friendly technologies and practices to minimize its carbon footprint. It also partners with environmental organizations and initiatives, demonstrating its dedication to environmental stewardship. Greyhound maintains transparency by regularly reporting on its progress and initiatives.

Conclusion: Greyhound Lines is a reliable and affordable bus transportation company that offers a comfortable and convenient travel experience. With a diverse fleet, excellent customer service, and a wide network of routes, Greyhound caters to the needs of various types of travelers. The company's commitment to safety, punctuality, and sustainability further enhances its value. Whether you're a frequent traveler or planning a one-time trip, Greyhound is a recommended choice for a hassle-free journey.

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Phone numbers

1800 231 2222 +1 (214) 849-8100 More phone numbers

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www.greyhound.com

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