I WANT TO APOLOGIZE INADVANCE FOR TELLING THE WHOLE STORY but it is what it is and I hope effective in describing my nightmare with Customer Service when traveling on Greyhound Bus-line: here's an approx. timeline OF EVENTS:
22-Feb.-2011 Departed Glendale, AZ. for St. Louis, MO. at 12:05 pm Per Itinerary to arrive 23-Feb.-2011 in St. Louis at 10:30pm ticket purchased with NO transfers
*upon boarding in AZ.,passengers and driver let it be known that the bus was having engine trouble, which was reported by driver to management? in Los Angeles.
*bus forced to pull off the road, twice before reaching first scheduled stop in Flagstaff. Then again, a few times before finally being replaced by another bus in Gallup, NM.
*driver stated there was a leak in the air hose,
which controls heating, cooling and BRAKES?
*this mechanical problem caused 7hr. delay in scheduled itinerary, with approx. 5 total bus transfers
23-Feb.-2011 6:30pm Arrived in Tulsa, OK., informed we had to transfer buses, with the wait being approx. 2hrs., there were five passengers, including myself from bus originating in phx.
*Tulsa Supervisor Thomas and bus driver departing from Tulsa to St. Louis were 1)Unorganized, with lack of communication re:passenger boarding and destination 2)Disrespectful, Rude, Aggressive and Abusive towards customers
*Among other details that could be given of employee's behavior the most OUTRAGEST being when this customer felt it appropriate to state to supervisor, in a calm but direct manner,"You have no right to be rude." At which time supervisor Thomas, pointing his finger in my face and in a very loud, demeaning manner, stated,"You need to mind your own business and listen to me!" Both parties repeating exact phrases three times, at which time Supervisor Thomas notified this PAYING customer that he was denying me boarding privileges and I was to remain in Tulsa until next bus to St. Louis, approx. 7hrs. later!!(Have name and number of witness)
24-Feb.-2011 Arrived in St. Louis at 11:05am approx. 13hrs. behind scheduled trip itinerary, making the purchase of my return fare void for 2wk. discount advertised by Greyhound
BUT THAT'S JUST THE BEGINNING........
24-Feb. THRU 09-March MADE DAYLEY ATTEMPTS TO CONTACT CUSTOMER SERVICE VIA "CUSTOMER SERVICE PHONE LINE", ONLY TO HEAR RECORDING SAY, "LINES ARE ALL BUSY, CALL BACK AT LATER TIME." TWO EMAILS SENT, EMAILS to be ANSWERED WITHIN 7 TO 10 DAYS.
09-mar. departed for home 10-mar. 11:00am ARRIVED HOME IN GLENDALE, AZ., WAS INFORMED THAT BAG THAT I HAD TO PAY EXTRA TO TRANSPORT WAS NOT ON THE BUS? INFORMED I COULD COME BACK AT 4:30PM TO SEE IF IT WAS ON NEXT BUS?
*UPON ARRIVING HOME THERE WAS AN EMAIL FROM GREYHOUND STATING THEY WOULD LIKE TO OFFER ME AN 80 DOLLAR REFUND FOR MY INCONVEINECE AND THAT BEHAVIOR SUCH AS I HAD STATED IS NOT TOLERATED. TO OBTAIN MY REFUND I NEEDED TO CONTACT CUSTOMER SERVICE WITH MY DEBIT CARD # THAT I HAD PURCHASED TICKET WITH? IT TOOK APPROX. 1 1/2 WKS. TO REACH A CUSTOMER SERVICE REPRESENITIVE
APPROX. ON 25-MAR., SPOKE WITH CUSTOMER SERVICE REP. FOR STATUS OF REFUND. Was told no record of refund
*APR. 01 TOLD IT WAS INITIATED INTO THE SYSTEM AND WOULD BE 7-14 DAYS BEFORE SEEN IN MY ACCOUNT.
*APR. 13TH TOLD BY TWO REPRESENITIVES REFUND WOULD BE INITIATED TODAY AND I SHOULD SEE IT IN MY ACCOUNT IN 7-14 DAYS?
*WHEN I EXPLAINED MY FRUSTRATION AND THAT THIS WAS NO LONGER AN ACCEPTABLE RESPONSE, requesting TO SPEAK with A SUPERVISOR, I WAS TRANSFERRED TO A RECORDING TO LEAVE A MESSAGE.
*CAN YOU BELIEVE THE INSANITY OF THAT WHOLE EXPERIENCE? PERFECT EXAMPLE, "CUSTOMER SERVICE, WHAT'S THAT?"
*SURELY THOSE THAT OWN OR HOLD STOCK IN GREYHOUND WOULD NOT CONDONE THIS BEHAVIOR AND TREATMENT OF PAYING CUSTOMERS, LET ALONE JUST COMMON CURTSY. IM SORRY TO SAY MY EXPERIENCE WHILE I THINK EXTREME, WAS ONLY ONE OF MANY EXPERIENCING THE SAME RUDE, DISRESPECTFUL SERVICE!
*NOT TO MENTION, LET'S NOT FORGET THE TOTAL DISREGARD FOR PASSENGER SAFETY INSTRUCTING THE DRIVER TO CONTINUE DRIVING KNOWING THERE WAS ENGINE TROUBLE???
IT MAKES ME WONDER WHO REALLY CARES ANYMORE???
WELL THAT'S MY STORY, THANK YOU FOR LISTENING.
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