Greyhound: Buy Bus Tickets 4+

Booked a bus ride to Philadelphia that was supposed to leave at 12:01PM this past Friday. I got to the station at 11:30AM. I asked the help desk which gate the bus was leaving from and was instructed to wait at the wrong gate. My friend and I searched for the bus outside but saw all the doors were closed unaware that our bus was already loaded. We over hear someone looking for the same bus but was instructed to go to a different gate. Once we confirmed, we rushed to the correct gate and the bus took off right before our eyes. A MINUTE EARLIER THAN SCHEDULED. When we went to the help desk again they were unapologetic about providing the wrong instructions as well as cruel by insinuating that we would have a chance to get our money back by visiting a different help desk for a refund or voucher to a new bus. No refund was issued and the new help desk called the original one we spoke to confirm the story. It was ultimately a waste of time. They were condescending and made the situation seem like it was no big deal. We won’t be using these services again. Extremely poor experience and had to pay double the money for a new bus ticket loading at a different location as well as expense a cab to get there. I will be be disputing this for services not rendered

If you’re expecting the same customer experience as with normal airlines or car rental, especially related to fairness with services not provided and refund for missed bus routes or missed connections, you will be extremely disappointed. Greyhound will do everything possible to NOT refund you. You cannot talk to a human about a refund, you must use a written portal submission and wait for them to evaluate the situation and come back to you. Furthermore, even though they know your greyhound connections and full scope of your journey, they will likely NOT wait for your bus if it is delayed (even only if delayed by 15 minutes). This business practice would have left me stranded for 24 hours in foreign town.

If you have no other option and have lots of flexibility with days you are traveling, use greyhound, but I would only pay in advance for routes you are positive you are going to take. If you expect to cancel, they will likely not give you 100% of your money back.

Check the terms of their refund policy (which is complicated and messy).

The app is a great idea. However, beware that it allows the the same person to be booked for the same bus at the same time when booking multiple people. So, if you are booking Economy you will have an unusable ticket(s) that they will not correct even though it is an obvious error caused in part by their app. Their agents by phone told me their was nothing they could do. When I tried to get resolution by phone the first agent would not let me talk to a supervisor. When I called back and talked to a different agent she put me on hold to talk to a supervisor and the call rolled over to a survey. When I rated the first question a “1” the survey dropped the call. I guess they do not like bad news. I tried their chat and before I could complete the text she “Rochelle” closed the chat. On the third try I immediately told her she was closing the chat before I could text. She explained they receive a lot of chats and they handle four at a time so their protocol is to only allow 1 minute.
So, the app is a great idea but it allows errors that are not correctable by employees, even if the error is obvious. They have a 19th century management style and do not like bad news. I do not expect this review to see the light of day!