ComplaintsforGreyhound Canada

• Initial Complaint

  24/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: July 20th 2023 Amount I want refunded is $336.96 US The business did nothing to help me out.I’m from Toronto,Canada I went to New York to pick up my kids at JFK Airport.I went to New York Port Authority to get a bus for 6:30am with my kids.We waited 4 1/2 hours standing cause no where to sit.Now as it’s almost time to line up,we were told that the bus was gonna be 3hrs late because the driver didn’t get enough sleep.I was angry and annoyed.I asked them if there was a next bus because I wanted to go home.They told me that there was one at 31st st and 8th Ave.That cost me $30.00 US to get there which was my last money in my pocket.My kids and I haven’t slept nor ate.We got to the bus terminal for 7:10am cause the bus was gonna be there for 8am.We waited in the hot sun patiently.We seen other buses coming but not the one we were looking for.I went to all the drivers asking if they were going to my destination and they told me no.I seen that almost 9am came and no bus.So I decided to call Greyhound and they told me that my bus arrived 20 mins late but 20 people were on that bus.I told them I’ve been there from time,didn’t see anything.They told me well there’s nothing they could do and I had to pay for a next ticket.I told them my situation and they said sorry.I was ******* cause I don’t know anyone in New York it was my first time there.I even told a Police officer and not even they helped me.I cried so much.I had to call family in Canada to Wire me money to get home.I had to pay $921.00 US to get home,because I couldn’t wait till 9pm for the next bus to arrive.*** *** ** **** ** *** **** ****.I felt like I couldn’t do anything for my kids being in that situation.I just want me money back and never will I do business with Greyhound Again.

  Business response

  08/08/2023

  Thank you for contacting our office with your concerns. We apologize for the delay in responding to your request. 
  
  It is the goal of Greyhound Lines, Inc., to transport passengers most effectively and comfortably possible. As ground transportation, unfortunately, there are too many unpredictable factors, that can lead to unanticipated delays or cancelations. 
  

  We apologize for the inconvenience caused, but we really hope you understand that just like all other transportation, we are also subject to circumstances that we sometimes do not have control over. Safety is of utmost importance, and we will spare no efforts to ensure the welfare of our passengers. We sincerely regret the disruption of your travel plans and apologize that this happened. Please be assured that we have been and will continue to work our hardest to ensure that delays and cancellations are kept to a minimum as far as possible. 

  We are in receipt of your refund request. As a gesture of commitment to you, our valued customer, we will issue a check in the amount of $333.96. Unfortunately, without your mailing address we cannot process your check. 
  
  At your earliest convenience, provide us with your complete mailing address to send you the check, the time frame to receive the check is 14 to 21 business days. 
  
  Once again, we apologize for the inconvenience. We hope you will not let this incident deter you from using our services and will give us another opportunity soon to prove we can be the most reliable and economical form of transportation to meet your needs. 
  

  
  

  Customer response

  08/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

  Customer response

  01/09/2023

  Hi my name is ******** **** my case number is 

  ********

  And I still never received anything from Greyhound and its been 3 weeks now.Is there anyway u could find out id they sent out my cheque and that I paid in US Currency so I hope they don't pay the amount in Canadian.

  Business response

  03/10/2023

  Thank you for contacting our office. 
  
  In response to your concern, the address has been updated, the check was already processed back on September 11th, please allow us from 14 to 21 business day to delivery it.
  
  We appreciate your patience.

  Customer response

  30/11/2023

  the case has been closed.But I still have not received anything from Greyhound,they told me that they sent out the check from 3 month ago and I never got nothing.Please have someone look into this
  
  ******** ****

  Business response

  08/12/2023

  Thank you for contacting our office with your concerns.
  
  In reference to your refund status, it appears that this is indeed beyond the timeframe, and we truly apologize that you had to wait for so long. The best that we can do right now is to send an escalation for this to be prioritize as soon as possible.
  
  We wish we could have been more positive with our response and hope that we can serve you again soon.

  Customer response

  18/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I was told months ago that they made the cheque and it was sent out to me.I have not received anything and its not fair ?? not a satisfied client at all with greyhound.**** **** ** **** ** ** *** if something is not done I will have to result in court.I had alot of patience and this experience that I had makes me not want to use them at all.
  Sincerely,
  
  ******** ****

  Business response

  26/12/2023

  Thank you for contacting our office with your concerns.
  
  We received your email regarding the refund status. Since this was already beyond time frame, please be advised the we already escalated this case. We kindly ask for your patience and understanding while waiting for the delivery of the check.
  
  Thank you again for bringing these matters to our attention.

  Customer response

  02/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  24/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 12 I purchased a bus ticket from New York to Montreal. The trip was supposed to start at 12:01 on Wednesday, March 22. Two hours prior to the trip, I checked their website and the trip was shown to take place as scheduled. When I showed up at the gate, a Greyhound employee told us they couldn't find a driver with a passport and told everyone to come back in 7 hours. I wasn't going to wait all night long at Port Authority Bus Terminal, **** ***** ** ***** *** ******* *** **** * ****** ***** ** *** *** I ***** ** renting a hotel room a few blocks away from the bus station. I have filed for a refund for the original trip (my request is still pending) and I bought another ticket for 1.30 p.m. the next day (that trip went on without a hitch). I think it's unacceptable to leave passengers stranded like that in the middle of the night. They should have put us all up in a hotel (in New Jersey, if it's cheaper, but drive us there !). This is not a matter of bad weather, but ******** planning on Greyhound's part *** * ******** **** ** ************* *** ***** ********** Booking * ***********

• Initial Complaint

  17/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a ticket from Greyhound on 02 March 2023 in Boston, Massachusetts (MA), USA to get back to Toronto, Ontario (ON), Canada from Boston, MA. The Bus was due to leave from Boston at 4:30 pm at the same day on Thursday, March 2 and due to reach in Toronto at 11:10 am at the next day on March 3. The bus reached at New York (NY) **** ********* around at 09:45 pm on March 2. After reaching NY, I came to know that the bus, which was due to leave from NY (**** *********) at 10:50 pm for Toronto was cancelled. There was no prior notice in this regards. Right after that I contacted Greyhound customer service at NY (**** *********) station. The customer service representative informed me that there was no bus to Toronto until Saturday, 4 March. Because I had to return to Toronto on March 3, I asked her for a refund. She advised me to contact Greyhound over telephone. After arriving Canada, I contacted Greyhound over telephone. They advised me to fill out the application in their website for refund. I did so on March 6, but in reply on March 11, Greyhound refused me to pay me a refund, but advised me to modify my booking for my next journey. I got back Toronto on March 3 by buying ticket from another company. I had to stay overnight in NY and used transports from my night over to catch bus early in the morning of March 3. I don't have any plan of travelling now. I am not interested in Greyhound anymore for their worst customer service, I have ever had.

  Business response

  18/04/2023

  Thank you for contacting our office with your concerns. 
  
  Unfortunately, we will not be able to honor your request. We are not always able to provide a resolution the customer would like. The electronic travel voucher is the only compensation available since the first portion of the trip was used. We wish our response could have been more favorable.

  We are certain that your future experiences with Greyhound will demonstrate our commitment to provide quality customer service, and we look forward to serving your travel needs.

  Customer response

  26/04/2023

  
  Complaint: ********
  
  I am rejecting this response because it was a cancellation on their side.  So, they are obliged to pay my money back according to the law.  It has been gong to be about 2 months.  Interest should be added to the pay back money.  I haven't asked yet for the night over cost in New York due to cancellation.

  To my e-mail communication with Greyhound, they never told me that they did not cancel the trip, although I had been repeatedly accusing them of cancelling the trip from 'New York to Toronto' from my first email conversation.  Specially in my second e-mail I stated that clearly.  Finally in their last or 5th email so far, they mentioned that they did not cancel the trip because of my repeated rejection of their said voucher offer.  I can not imagine that a business like Greyhound could lie.  There is no way to accept or compromise with such kind of offer.  I contacted to my credit card company who paid the bus fare cost on my behalf told me that I was not the only one.  I sent them all e-mail communication with Greyhound and the credit card company would fight for us.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a ticket for greyhound bus Toronto to Buffalo for 9/29. Showed up and was told by the representative the bus was completely cancelled. Was told I would have to call for a refund, and directed to another bus line. Now that I have submitted for a refund, I am initially told that my ticket is non refundable. When I write back the scenario, I am then being told there is “no record” of a cancellation.

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