This was my first time visiting Miami or Key West, so I liked the affordable option of taking the bus and not having to do the long drive myself. However, customer service is extremely lacking. It took the woman in Miami at the counter at least 10 minutes to get my reservation sorted out. When I arrived at the bus stop in Key West to return to Miami, I asked the guy at the counter for a tag for my suitcase for under the Bus. Wise ass remark, "Didn't you read the sign right out the door to bring your bag in so we can weigh it?" Mind you, in front of the entrance there are multiple signs posted, and most people won't have to time to read them all. That and nobody weighed my bag in Miami. He weighed my bag, and said it was "way over the limit" by 6 pounds and it would be an extra $42. I just shuffled some things into my carry-on. Granted, there were maybe about 8 people on the whole bus, so I really didn't see the big issue. Clearly, Greyhound has no interest in improving their customer service based on others' reviews. Unlike the airlines, they seem to have a monopoly on bus travel, so they could care less. I think next time I'll just fly directly into Key West. read more