CB Bus and Rail Greyhound Lines Complaints #22-41

Greyhound Lines review: Accessibility phone reservation [protected]

Bad Communication on wheelchair of Chicago, US

Oct 04, 2023 8:58 am UTC

Verified customer

I called this line to book a ticket because I am traveling with a wheelchair. The first ticket I booked from West Palm Beach to Kalamazoo according to them was not booked for a wheelchair. There was a misunderstanding because when I booked the first ticket I was asked if I wanted the wheelchair to be onboard or under the bus. I didn't understand that a big electric wheelchair like mine would need to be disabled to be under the bus and that Greyhound doesn't do that.

If Greyhound doesn't disassemble the wheelchair then why bother asking if it is going to be under or onboard the bus. This is such a stupid question that I wonder if it isn't asked intentionally to cause people like me to not be able to travel with their wheelchair. Why would I want to disassemble and reassemble my wheelchair every time bags come on and of busses when I can just take the whole intact wheelchair on the bus.

On another call before this one where I was hung up on before completing the transaction I was asked the under the bus or on the bus question so this was not a one time booking failure. A better question would be: is this an electric wheelchair or a foldable hand wheelchair that can be easily be placed by the driver under the bus, because we do not disassemble electric wheelchairs. But it is still stupidly pointless because if I'm booking a wheelchair on the Accessibility line I'm surely planning on bringing it on the bus.

Because of this communication failure, my trip was booked for me to ride onboard in a reserved seat instead of reserving a spot for my wheelchair, which effectively made it so that I could not travel with my wheelchair without rebooking my trip and a big delay. This is what happened. I had to rebook my trip and experience an eight hour delay.

My first booking was: [protected].
My new booking is: [protected].
Can you do anything to make this right?
Can you give me a coupon for a discount on my next ticket?

Desired outcome: Compensation to show this was not intentionally causing a misunderstanding.

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