Fee and refund policies are exorbitant / inappropriate - %28 of ticket amount taken immediately when booking and later requesting a refund within 24 hours. Refund issued in the form of a voucher which will not be used. Airlines are required to issue 100% cash refund within 24 hours. read more

Bought a ticket for my daughter to come home for spring break. She arrived well in advance of the departure time. Waited. No bus. No text, no call, no email. The Bus depot was closed on weekends. We checked the web. "No Data". Called customer service. The poor woman there had basically the same information we did. She advised our daughter to wait outside in the rain for two hours to qualify for a revised ticket the following day. She did. This morning the exact same thing happened. We tried to escalate. The customer service personnel cannot do so. No managers, no one. I can't understand how Greyhound doesn't know where their busses are, or where they were last or anything. It is incompetence at the highest level. If you value your children's lives DO NOT use Greyhound. read more

Bus was not on time. It was supposed to arrive at 9:30 am, it's now 10:46 am. Usual bus rider next to me says this happens frequently & sometimes has to pay extra fees and transferring bus sometimes leaves, which points out the importance of being on time. Bus tracker just says "delayed" Office at this bus station was closed. read more

Waited 2 hours at night, in winter, in 38 degree weather for the bus. (As did about 15 others.) No show. Called the 1-800 number more than once and they had zero information. The second call the operator even said she had no such city in her system. Told them about the people waiting in the cold at night, still nothing to say about the bus. A real nightmare. I don't know why they have an 'information' number when those who answer know nothing, at all. About 7 hours later received an email that the bus had been cancelled. (Gee, ya think?) Previous Greyhound Experience: In the previous ride the passengers were about 1/3 rude, crude, loud stoned/drunk creeps. The bus driver would not let me sit in the front seat even though: 1. The seat was not occupied 2. I am disabled 3. I was getting creepy remarks from passengers further back and I told the driver this Driver said that seat was 'not available'. (The seat had his paperwork on it.) The power outlets work only sometimes. read more

Hell is real and it's this place. Waited an hour for our bus, finally called and the woman I talked to said "oh yeah, they missed your stop a while ago haha!! There's no way I can call the driver!" Laughing. No sorry. Not even a "that sucks!" And how can you not get ahold of the driver of the bus? How does he completely miss a stop?? How does the bus station not contact anyone??? Truly a garbage experience every time. Edit- called to get a ticket change, women said she sent me a new ticket via email, never got it, called again, asked for an e-ticket, they sent me my ticket as print at home (which i can't do) now someone said i might have to pay to switch it. (This was greyhound customer service not just this location. But just avoid the whole thing) read more

We took our usual trip again this year. The bus was actually on time, and neither driver was either a wannabe Jeff Gordon or seemed to have woken up on the wrong side of the bed; I'll add a star for that. But this time, the reading lights were out; and the meal stop is still Greasy Arches. All-in-all: if a certain train line which will go unnamed offered baggage check services anywhere nearer than Sacramento, we'd probably be patronizing them instead. read more

Greyhound cancelled a trip due to the fires in CA, the 101 was closed. They sent me at least 5 emails. Since we had to travel that day, I cancelled and asked for a refund. Normal, right? NO. Greyhound refuses to refund me, and won't answer calls or emails. Avoid this service at all costs! read more

To be clear, this review is about the Arcata Transit Center's Greyhound station, and not the bus itself, though that may come later... My wife and I ordered Greyhound tickets online over a month before the day we were supposed to leave. In the process of confirming the order, the website glitched out, telling me that my order could not be completed, but to check my bank account to make sure I wasn't charged for tickets anyway. Long story short, I was. A long call to customer service later, I received a confirmation number from a lady who was nearly impossible to understand through her Indian accent (ain't that always the way...?), and was able to get my tickets from an attendant at the Arcata Transit Center's Greyhound station... after a brief confrontation. You see, at first she thought I was trying to scam her when I told her the story, and told me so. I presented the confirmation number, and (without running it) told me it "looked off". After running the number she simply said "Huh," and handed me the tickets without an apology, or even another word. "Thank you," I said in an irritated tone as I took them, which prompted her to say, "Yup." Wow. Anyway, fast forward to today. My wife and I arrived at the Greyhound stop in Eureka (across from Big Louie's Pizzeria) at 9:30 AM, as the bus was scheduled to leave at 9:55, figuring that 20 minutes would be plenty of time to be there in advance. Well, we were wrong -- we'd have quite a few hours more than that to wait. At present it is 12:17 PM, and it's still not here. We called the Greyhound station at the Arcata Transit Center at around 10:20 the first time, since it was a half-hour late. Now, I know that things happen, so IMO 30 minutes isn't that late for something like a Greyhound, I simply wanted to know if the bus had left Arcata yet, since there was a creepy hobo guy in the bike rack next to the bus stop talking to someone who wasn't there about some money he was owed, and he was making my wife uncomfortable, to put it mildly. The lady on the phone told me that the bus was running late, and its ETA in Arcata would be "around 11". In response, I whistled and said "Yikes, that's 40 minutes from now..." to which she sarcastically responded, "Uh-huh, that's 40 minutes from now. Anything else?" Instantly sick of her, I told her 'no' and hung up. At 11:15 I made the mistake of calling again. "Is this the same guy from before?" she asked. "Look, if it's not here yet, you didn't miss it in Eureka, so just wait where you are and it'll be there eventually." I told her 'thanks', and she replied, "No, thank YOU!", as if it were somehow MY fault. I called again at 12:00, to ask if they'd heard anything, and the call went to an answering machine. Five minutes later, same thing. And again another five minutes later. Yet when I called using my wife's phone, it was picked up. Now, this could be a coincidence, granted, but I just handed the phone to her, even though it wasn't the same person (or even a lady, for that matter). My wife was told that the bus had broken down (something about a water line), and was apparently being repaired in Crescent City, but the driver hadn't updated them with an ETA for a little while. If our bus was being repaired in Crescent City, but hadn't left by 9:55 AM, there would have been no way that it could have arrived in Arcata by 11:00 (it's a 90-minute bus drive), meaning the woman I talked to was just blowing smoke and had no idea, making her rudeness even more annoying and unacceptable. If the guy my wife talked to hadn't been apologetic about the delay, this would have been a 1-star review. Well, just as I'm about to publish this, the Greyhound arrives at 12:45 PM... an old, white dilapidated-looking one, not a fancy new dark blue one, meaning it's likely a 'substitute bus'. I guess publishing this is gonna have to wait a while, since something tells me there's not going to be any wifi on that poor old hound... read more

"I paid for "Priority Boarding" so that I could make sure I secured a seat with an outlet that works. I never got priority boarding. I reported to Greyhound that I did not receive the "Priority Boarding" service that I paid for and asked for a $20 refund because of it. They didn't care. They make no refunds for this. All they said was that they would take action with the driver, which is unfortunate because it was more likely due to Greyhound's inadequate training of employees. On the second half of the trip I did not have an outlet for my computer that worked so as soon as my battery died, I could no longer use "Wi-Fi." The Greyhound Wi-Fi was significantly limited and lost connection on a regular basis. It does not allow you to view YouTube videos. With one exception the drivers were all "unfriendly" and lacking in people skills. When I arrived at my destination, I called to cancel my return trip which was more than two weeks away. Of course, for refunds Greyhound does not offer a toll-free number. You have call and pay for the call no matter how long it lasts. Even though I canceled my return trip more that two weeks away, they refused to provide a refund. This is not the way to build brand loyalty. This is not the way to produce repeat customer business. It is the way, however, to build "lifetime rejectors" of a brand. It is worth remembering for Greyhound that it "costs 7 times more to convert a new customer than to retain an existing customer." The old saying "the customer is always right" makes for good business arithmetic." Tom Peters once wrote a best-selling book called "A Passion for Customers." The folks at Greyhound should read it. One gets the impression from the Greyhound experience that customers are treated like cattle, that serving customers is at best a favor granted by Greyhound, and that the customer is there to service the Greyhound system rather than the other way around. As a wise leader once said: "A customer is the most important visitor on our premises, they are not dependent on us. We are dependent on them. They are not an interruption to our work. They are the purpose of our work. They are not an outsider in our business. They are a part of it. We are not doing them a favor by serving them. They are doing us a favor by giving us an opportunity to serve them and make a living doing it." read more