do not trust greyhound!! the bus never showed up and they took my money, no refund!! the customer service at the pullman wa stop said this bus is always late, by more than 2 hours!! don't purchase the ticket, they will not give you your money back, even if the bus does not show up!! read more

Don't take Northwestern Trailways if you need to get where you are going on time. On a recent trip to the airport, the bus arrived over two hours late. They were late to the stop where I got on the bus, and got further and further behind schedule as they went. When they got to the second to last stop in Spokane, the bus waited there for a long time to try to deal with transferring a lost suitcase between buses. The driver of the bus I was on was waiting for another driver to show up, and we only later found out that she had been there the whole time, but had been sleeping in the back of her bus. The long wait could have been avoided. The driver was really nice and apologetic about the wait, and I wasn't in a hurry so I told him it was ok, but this is no was to run a bus company. read more

I don't think I've ever experienced such terrible customer service in my life. Look at my profile - I never leave reviews like this. I don't care that my bus was 30+ minutes late. I care that I called customer service multiple times and had absolutely terrible experiences.. I've never been more appalled. First we called to confirm the pickup location, because we went to where it was marked on the provided map and it looked super sketchy. Angie confirmed that we were indeed in the wrong location, and without being too terribly unpleasant, gave us the correct place to go. She was very rude however, when we called it a Greyhound (because we'd bought our tickets through Greyhound, which she must know is an option). Refused to just help us and obviously had to correct us first. How nice! Then, once the bus was 10 minutes late I called to check. As soon as I asked about the status of my bus, she slowed her voice and spoke very distinctly, in that oh so condescending manner to tell me that busses often run late coming from Everett, and she has not heard from them. She not so kindly said she'd call and let me know. My favorite part was when she called me back! She told me the bus was still in Everett, so I asked for a time estimate. I'm not from Washington - I have no idea how far away everett is!! She said "no I can not, no I can not". I've never experienced such little care in my customer service experiences. She clearly could've gotten a guess from the driver, or even told me how long it often takes. Perfect example of someone who doesn't like their job, so makes other people suffer for it! The bus driver did not even acknowledge the 45 minute delay, nor did he announce all of our stops. I was watching my map incase he didn't announce mine. Got me to my destination, but a huge pain. read more

Though you book your bus through Greyhound, Northwestern Trailways does not adhere to the same policies as the Greyhound brand. We tried to get a bus ticket for my step-daughter from Boise to Moscow, ID but the woman working in Boise office would not sell a ticket to get her up here even though her father was there to both buy the ticket and put her on the bus. He said that the woman there was very rude. We looked up the polices for Greyhound and called the office; after calling 10 times just to get connected with someone, we obviously talked to the same woman he did because she was instantly very short with us on the phone. We asked why their polices were different than the Greyhound and she snapped at us telling us that she, "could not understand why we cant figure out that they're two different companies." I'm sorry, but I understand that they're two different companies, but if you're going to use their ticketing services, perhaps you need to align yourself with their policies! Additionally, I would like to make mention of the Northwest Trailways website that looks like it was built on 1998 Geocities. Get with the times! read more

If I could give zero stars I would. From gruff and rude drivers to busses running over 30 mins late and then finding the bus oversold when trying to get home. All around a horrible experience. If going to Leavenworth, take the train instead. read more

Horrible horrible customer service!! I called regarding information about a passenger on a bus going to Idaho. The woman I spoke told me that they do not offer service outside of Washington. Nothing could be farther from the truth as my brother arrived in Idaho on one of their buses. read more

I have had nothing but great experiences along the Horseshoe Bend - Moscow route. The buses are always clean, comfortable, quiet, and MUCH better than any Greyhound experience I've had! I'm always recommending this bus service to friends and family members. read more

Honestly the previous reviews scared me and worried me about the service but it was probably because the travel times were during holidays and that can become a bit chaotic for everyone. On a normal day the people are so kind and generous. This man helped me out with the luggage and I had so much on me he suggested mailing the boxes with UPS and carry the actually luggage which I did and I saved a lot! I'm thankful for those who helped me with every single little question I had and I'm not even from here. read more

Horrible experience this morning with the bus driver in Boise. We arrived 15 minutes early (I know, we should've been earlier). We were running late because my Mom is elderly and I am recovering from surgery. We bought her ticket the day before online. The ONLY reason I'm giving this two stars is because the ticketing agent was very, very kind and understanding. When we arrived, her bus driver was screaming the bus is boarding at 7:30-it was 7:15. He yelled this every 3 minutes. Obviously he is person who needs to be in control and uses being rude to compensate. It took a little longer at the ticketing booth because Trailways did not send a confirmation number in the email to my Mom. Not our fault. The ticketing agent was kind and wrote her a ticket. Meanwhile, the grumpy bus driver is still screaming. The kind agent told us not to let him scare us, as we had time and the bus didn't leave until 7:30. Yet, when we went to load her on the bus outside, the driver immediately started yelling, "the bus is leaving!!" He then proceeded to tell us, "next time be early so you don't miss the bus!!!" I apologized and told of my Mom's needs and that I was recovering from surgery and that it wouldn't happen again. He spoke over me and yelled, "doesn't matter! You can't be late for the bus!!!" I was incredulous. My poor Mom was nearly in tears. I told him to be nice to my Mom and he said nothing. He just glared at me. If you are traveling from Boise and headed north, I hope you don't get this bus driver. UPDATE: Was contacted by several managers for Northwestern Trailways. The us driver was spoken to about the issue and management issued an apology. My mother was offered a complementary ticket for a trip back to Boise in the near future for our trouble with the bus driver. Updated to 3 stars. read more

Terible service - do not use them!!! Very disorganized. Booked and prepaid for my son returning from WSU for Xmas break. They completely oversold the bus from Pullman to the Spokane airport on the Friday before Xmas. After arriving late in Pullman had to deal with the fact that there were so many people the entire aisle was packed with people. Took forever to then arrange for another bus. Then had to drive out of the way to offload the extra people and luggage. Finally arrived at airport 1 1/2 hours late, so my son missed his flight. Had to wait 8 hours at airport, but felt lucky to get him a seat at all! Spoke to owner, who was completely uninterested in the problem caused. Tried to say it was my fault because they always tell customers to allow 2 hours. The inly problem with that is I booked the ticket on line, and it diesnt say that anywhere on their website. I asked him what he was going to do differently so i could feel comfortable using his service again, and was told "don't use it". To be fair, I was told he would refund the bus fare. I'd prefer he kept the $36 and fixed his service, but it doesn't sound like that will happen. read more

I wish I could give 0 stars to Northwestern Trailways. When I buy a ticket for a seat on the bus, I assume that means a SEAT on the bus. Not standing in the cold and snow of Leavenworth, expecting to take the last bus out of town (to Everett), and having a bus driver get out of a FULL bus with a smirk on his face and announce "Well, I got bad news for you people, this bus is full and there isn't another one coming, don't blame me, I am just the driver" (earlier the info desk said there would be one at 1.15 and one at 6.45pm). It also does not mean having the driver relent and say "if you want a ride, it's standing room only." Yeah, I wanted a ride. I needed to get home, and it was cold, and no guarantee it won't be the same situation on the next bus, which may or may not be coming, depending on who answers the phone at any given time. So myself and ten other people stood in the middle of the bus all the way over the pass and to Everett Station. Some of these people even had online reservations, which, according to the driver, "don't mean anything." I am sore and exhausted, and had rolling panic attacks from the crowding. My husband called their office to complain, and the person on the phone informed him that he didn't sell the ticket, not his problem. I looked online, and this company has a contract with the Department of Transportation, who will be hearing from me tomorrow. I have several pictures that may be of interest. ***update*** I called their complaint line today and was met with extreme rudeness and arrogance. The person answering the phone took no responsibility for my issue at all, used terms such as "what's done is done,nothing can be done now" "our booking agents over booked us," and "Amtrak overbooked their bus in Spokane, and dumped their passengers on us." He actually said that no other bus company dispatches other buses in cases of over booking, which I know is not true, because I have heard of other cases in which that has been done. Guess what? "what's done is done" is NOT done until I say it is done. I am getting a refund, or at least he took my mailing address to send me one, but was overall very curt. Actually said the driver should have left us there. No apologies. read more

Never would I ever recommend Northwestern Trailways to even my worst enemy. To begin our trip, we sat in the parking lot in 15 degree weather waiting for the bus driver to show up for 15 minutes, and waited another 20 for him to even leave the parking lot. As we went, he did not stop at the airport first as I thought we were and when I asked about it, the driver just told me I was stupid thinking that there wasn't going to be delays, and that it wasn't a direct service to the airport. Never was I ever informed on their website, the email, or even my ticket that the bus wasn't a direct service to the airport. As I called my mom for advice on what to do, and if I was going to make my flight, the bus driver continued to yell at me from the front seat and harass me as I was talking on the phone. When I asked him about what time he thought that we would get to the airport, he replied "we get there when we get there". My mother called the company three separate times to find out what was going on, and each time they hung up on her, with one person telling her "we don't have to deal with you". Once this company takes your money, they could care less about their obligation to you. I missed my flight, and the company did not care nor offer to do anything about it or my terrible experience with them. Do not put yourself through the struggle of trying to use this bus company. read more