Greyhound sucks. Plain and simple. I keep thinking that the next time I try to ride that it'll get better, but it does not. Greyhound is the ONLY bus company that won't let you show your ticket on your phone. Since they are clearly still stuck in the 20th century, they make you print out your ticket. I have witnessed countless poor souls not able to board because they think (as they should) that a confirmation on their phone is enough.
But my review is about the HORRIBLE customer service I received today. I called to try and exchange my ticket for a different day. I was on the phone with a customer service agent who tried to convince me that my ticket was not bought on greyhound.com, even though my ticket said "greyhound.com" in several places. After arguing with him, I asked to speak to a supervisor, who told me the only way I could exchange my ticket was to go to Port Authority myself and pay $20 to exchange my ticket. Now, I have several issues with this. First, I bought the "flexible" ticket, which stated that I did not need to pay $20 to exchange my ticket. Second, it's 2017--why would I need to go to Port Authority to exchange my ticket? Every single other bus company I've used is able to do the transfer right over the phone, and usually with a small fee that I'm always willing to pay. But to go TO the station? No thanks. In addition, when I went to ask for a refund, they said I would be able to receive a refund if I mailed a refund request to their offices in Dallas, Texas, then I'd have to wait for the request to be approved, and THEN I might get my refund. This company is terrible. read more