On September 22nd, Sunday night, we were returning from overseas trip with the last destination to Cleveland from New York by a Greyhound bus. The bus was supposed to depart New-York at 10:30 pm and arrive at Cleveland at 6 am the next morning. There were about 50 people standing in line ready to take an overnight trip by bus. There were children and elderly people among us. At 10:30 pm the bus arrived but the people were not invited to get in and were left behind the building doors. 10:45 pm - the bus is still there but there was no driver. 11:00 pm - we are still standing in line behind the doors with an empty bus on the other side. No one from the Greyhound services or from the bus station announced about our bus delay or cancellation. A bunch of people continued standing in line in the unknown about what is happening. Everyone was patiently waiting for the bus because there was nowhere else for us to go in the middle of a Sunday night. When I called the Greyhound 800 number to ask about our bus, they COULD NOT find the answer! Yet, the lady on the phone tried to lie to me saying the bus is delayed on a route while it was standing driverless behind the door! "Shockingly", she could not reach neither the driver of the bus, neither her supervisor, or neither the bus station desk! As we learned much later, the bus driver delivered the bus to the New York station and LEFT without getting a replacement driver! He simply DUMPED the bus and the Greyhound company completely failed handling the issue! They left people stranded in the middle of a Sunday night just hanging there on a station without even notifying them about the situation or giving them a SOLUTION to a problem, like offering another bus! Of course, the next Greyhound bus was already sold out and filled with its own passengers that left at 11:30 pm while we were still there! The situation of unheard of! I have NEVER experienced this kind of level of HORRIFIC CUSTOMER SERVICE. Poor children were crying and the old people had no place to sit down but their suitcases. Someone was sitting on the floor playing a guitar trying to keep it fun and hopeful. But there was no hope and no bus. I decided to get out from a hopeless situation by taking an Uber to get to a car rental so we could drive to Cleveland through the night changing drivers. By than it was nearly a 36-hour day for me and my daughter and the last thing I "needed" is driving through the night while my brain is shutting down. While driving back home I was wondering about those poor people who continued standing in line past midnight not knowing what to do and where to go. But most of all, I was furious about Greyhound! Their NEGLIGENCE cost extra money to rent an Uber, to rent a car, to buy gas, to drive dangerously thought the night, and most of all, it cost an enormous amount of stress. They sure refunded me the tickets when I called and complained, but what about the extra expenses that I acquired because of THEM? I filed a BBB complaint but there was no justice. So, I seek justice about the situation that took place that night. For all the people that were there that night. Greyhound company should be punished accordingly for what they did to people, and I have a feeling this is not their first time. The BBB file for Greyhound was filled with complaints against them! If Greyhound continues operating their business with impunity for their unethical treatment of their customers, and, possibly, their employees, they are going to put many people in danger! Please do not use Greyhound bus services for your traveling needs! When Greyhound fails you - you fail HARD! Greyhound company needs new management or it should go away! read more
