Greyhound Bus Lines: Where To Voice Your Grievances

Greyhound Lines, Inc. is a provider of intercity bus transportation across the US, Canada, and Mexico. The company has been the subject of numerous customer complaints, including issues with lost luggage, rude staff, unsafe drivers, and delayed or cancelled trips. If you have a complaint about Greyhound Bus Lines, there are several ways to get in touch with their customer service team. You can call them at their toll-free number (800) 231-2222 or their international number +1-214-849-8100. You can also email them at [email protected] or reach out to their customer experience vice president, David Mussa, directly at [email protected]. Additionally, you can submit complaints through third-party websites like the Better Business Bureau and ComplaintsBoard.

Delayed or cancelled trips

Tracking Your Bus

Greyhound's "Track My Bus" feature provides live updates and information about the whereabouts of your bus. This can be accessed by searching with your Booking Number, Departure Location, or Arrival Location. This feature can help you stay informed about any delays or disruptions to your trip.

Refund Requests for Delayed Departures

If your bus departure is delayed by 120 minutes or more, you are eligible to request a refund for the ticket price. You can contact Greyhound by phone or email with the details of your trip, and they will review your request.

Flexible Fare Ticket Refunds

If you purchased a Flexible Fare ticket prior to February 22, 2023, you can still request a refund. Submit your request to the customer service team, providing the details of your Flexible Fare ticket, and they will process the refund.

Cancellation and Exchange Policies

Greyhound allows you to change or cancel your ticket up to 15 minutes before the departure time. You can do this by logging into "Manage My Booking" with your booking number and email address. Any extras you've purchased, such as seat reservations, will be refunded separately as a voucher. The value of your cancelled ticket will also be provided as a voucher, which you can use for future trips.

Remember, if you have any concerns about the safety of your driver or other issues during your trip, you can always contact Greyhound's customer support through the provided phone numbers and email addresses.

Lost or damaged luggage

If your luggage is lost or damaged when travelling with Greyhound Bus Lines, there are a few steps you can take to try and resolve the issue. Firstly, it is important to note that Greyhound will not be held accountable for any carry-on baggage that is lost or damaged, so travellers must keep an eye on their own carry-ons at all times, even during rest breaks.

For checked baggage, Greyhound offers reimbursement for normal-sized bags of up to $250 per adult ticket and $125 per child ticket. If you have excess, overweight or oversized baggage, the same reimbursement limits apply unless you paid the declared baggage charge, in which case the maximum reimbursement is $1,000. It is recommended that travellers purchase baggage insurance through Greyhound to streamline the claims process in case of loss or damage.

To file a claim for lost or damaged baggage, you must submit a missing luggage form as soon as possible, and no later than 30 days from the date of arrival at your destination. For damaged baggage claims, Greyhound will need to inspect the item before processing the claim. If your items are missing, Greyhound will attempt to locate them for 15 days after you submit the missing baggage form, after which they will treat it as a claim but will continue to search for your baggage. The claims process typically takes between 30 and 90 days from the date Greyhound receives your claim form.

When filing a claim, you will need to provide the following information: first and last name, contact phone number and email address, city and state of origin and destination, travel date, ticket fare number, under-the-bus tag number, confirmation, and a description of the issue. You can submit a claim by going to the Greyhound website, signing in, navigating to the Help and Info topic, clicking on lost or damaged baggage, and then submitting the baggage claim form.

It is worth noting that Greyhound expressly disclaims liability for any lost or damaged baggage, and their conditions of carriage do not mention compensation for mental distress caused by the loss or damage of baggage. Therefore, it is important to carefully read their luggage liability rules and conditions of carriage before travelling.

Poor customer service

Greyhound Lines, Inc. has a page on its website dedicated to helping customers with their queries and complaints. However, the company has received numerous complaints about its poor customer service, with many customers expressing their dissatisfaction with the company's response to their issues.

One common issue customers face is unexpected delays and cancellations, which can cause significant disruptions to travel plans. While Greyhound offers refunds for delays of more than 120 minutes, customers have reported that the company often fails to notify them about these delays or cancellations in advance, leaving them stranded and forced to make alternative arrangements. In some cases, customers have arrived at decommissioned bus stops due to incorrect information provided by Greyhound, leading to further confusion and inconvenience.

Another area of concern is Greyhound's refund policy. The company has a strict no-refund policy for unused tickets, instead offering electronic travel vouchers with expiration dates as compensation. This has been a source of frustration for customers who are unable to use these vouchers due to their travel plans changing or who prefer to receive their money back directly. While Greyhound has addressed some of these complaints, offering partial refunds or additional vouchers, many customers remain unsatisfied with the company's handling of the situation.

In addition to issues with refunds, Greyhound has also faced complaints about the safety of its bus drivers. Customers have reported instances of drivers appearing fatigued and agitated, raising concerns about their ability to drive safely. In one case, a customer reported that their bus driver swerved into the next lane, prompting them to exit the bus out of concern for their safety. While Greyhound emphasizes the importance of safety, customers feel that the company could do more to ensure the welfare of its passengers, such as improving driver training and oversight.

Overall, the poor customer service experienced by Greyhound customers has led to a significant number of complaints and negative reviews. The company's response to these issues has often been perceived as inadequate, with customers feeling that their concerns are not being adequately addressed or resolved. As a result, Greyhound's reputation has been impacted, and many customers have expressed reluctance to use the company's services again in the future.

Unsafe drivers

If you feel your Greyhound driver isn't or wasn't driving safely, you can make a complaint by calling Greyhound's 24/7 dedicated phone line: 1800SAFEBUS (1-800-723-3287). It's important to have your bus route information and reservation number handy, as this will help Greyhound track the specific bus and driver.

Fatigued Driving

In one instance, passengers reported that their Greyhound driver appeared to be fatigued and agitated, frequently muttering under his breath and rubbing his eyes as if trying to stay awake. The driver's behaviour caused the bus to swerve almost entirely into the next lane, leading the passengers to exit the bus out of concern for their safety.

Inattentive Driving

Some passengers have reported instances of inattentive driving, where the driver was not fully focused on the road. In one case, a passenger sitting near the front of the bus could see the driver watching videos on their phone while driving.

Speeding

There have also been reports of Greyhound drivers exceeding the speed limit, posing a potential safety risk to passengers and other road users.

Unsafe Lane Changes

In addition to the aforementioned swerving incident, there have been other reports of unsafe lane changes by Greyhound drivers. In one case, a passenger reported that the driver changed lanes without signalling, cutting off another vehicle and causing them to honk their horn.

Failure to Yield

Greyhound drivers have also been observed failing to yield when necessary, particularly when merging onto highways or exiting bus stations. This behaviour has resulted in near-collisions with other vehicles.

Disregarding Traffic Signals

Some passengers have reported instances of Greyhound drivers running red lights or failing to stop at stop signs, which can be extremely dangerous and put passengers and other road users at risk.

It's important to note that these are individual accounts and may not reflect the general standard of driving across all Greyhound bus lines. However, if you do witness or experience unsafe driving, it's crucial to report it to Greyhound using the contact information provided. Your feedback helps ensure the safety and well-being of all passengers.

Unsanitary conditions

If you have a complaint about unsanitary conditions on a Greyhound bus, there are several avenues you can take to address the issue. Here are some detailed steps to guide you through the process:

Contact Greyhound's Customer Service:

• Greyhound's customer service can be reached by calling their toll-free number: 1-800-531-5332 (within the United States) or 214-849-8100 (outside the United States).
• You can also contact them via email or through their website's contact form. Their website provides a dedicated page for different types of inquiries, so be sure to select the appropriate category for your complaint.
• When contacting customer service, provide as many details as possible about the unsanitary conditions you experienced, including the bus route, date and time of your trip, and any relevant photos or descriptions of the issue.

File a Formal Complaint:

• Greyhound has a formal complaint process outlined on their website. Follow the steps provided to submit your complaint.
• You can also file a complaint with the Better Business Bureau (BBB), which offers guidance and assistance in resolving consumer issues. Visit the BBB website to initiate the complaint process.

Report to Government Authorities:

• In the United States, you can report bus safety issues, including unsanitary conditions, to the Federal Motor Carrier Safety Administration (FMCSA).
• You can call their toll-free hotline at 1-888-DOT-SAFT (1-888-368-7238) during their operating hours, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.
• Alternatively, you can submit your complaint at any time through the National Consumer Complaint Database: http://nccdb.fmcsa.dot.gov.
• It is important to report unsanitary conditions promptly, ideally within 60 days of your observation.

Share Your Experience:

• Consider sharing your experience with other consumers through online platforms and review websites. This can help raise awareness about the issue and prevent others from facing similar unsanitary conditions.
• Websites like complain.biz allow you to file complaints and receive advice and feedback from their support community.

Remember to document as much information as possible about the unsanitary conditions, including dates, times, bus route details, and any relevant photos or descriptions. This will help strengthen your complaint and increase the chances of a timely resolution.

Frequently asked questions