Bus never came -- Inept Greyhound agent argued
Scheduled a Greyhound bus trip online one week in advance for an important matter. Was there 15 minutes early at a small station with all gates visible in same small area. Bus never came through station. Confirmed by station attendant there (who said this happens a lot, by the way). Online tracker said bus was "on time" even though it never showed. A woman who had been there for two hours waiting to make a connection with the same bus confirmed it had never arrived. Called, on hold for 15 minutes, got someone who seemed a bit lost, put me on hold for 10 more minutes, then insisted his information said bus left on time - I told him I was at the stop and it had not shown and he said it was "your word against ours." No help in anyway - just left us stranded. Tried to get a refund online and only option offered was to pay a "cancellation fee" that left less than $4 coming to me. Unacceptable on all counts. I will avoid Greyhound whenever possible from now on. Update 7-6-2026 : The response below refers to an email that reads: "To assist you more effectively and review your concern accurately, we kindly ask that you provide additional details regarding the affected portion of your itinerary. Please let us know: Which segment of your trip was affected? Was this in the outbound or return trip? What were the departure and destination cities for that specific segment? Any additional details you can provide will help us investigate your case thoroughly and provide the most accurate response possible." This was the second email after Trustpilot convinced me to provide the ticket number (which provides all the info this email requests) and my email and phone number. I see no reason why I should work to provide additional information - this email offers no reason... no actual actions that might be taken on my behalf. I have already gone through my bank and got a chargeback because the service was not provided - end of story. I made this post to alert others that Greyhound is not trustworthy and will not give you a refund for no shows. The email Greyhound sent me begins with this statement: "Thank you for contacting Greyhound. We're sincerely sorry for any inconvenience this may cause to you." In the first place, I did not contact Greyhound. I posted on Trustpilot. In the second place: Inconvenience? How about the high level of stress this caused me? How about the dehumanizing experience of a representative on the phone saying it was their word against mine? A simple transaction should not be a traumatic experience. I understand mistakes happen, but if the vendor refuses to own the mistake and tells me I am lying, then that is a breach of trust.