“They laughed at me and told me to move to the end of the counter”

bus lineupRob Gerlach’s bus was late. Really late.

He was traveling from Toronto to Rochester, NY, with a stopover in Buffalo on Greyhound, and not only did the motorcoach leave after its scheduled departure time, but the driver also got lost — he took the wrong highway exit. (Maybe there’s a job waiting for him at Northwest Airlines.) Gerlach missed his connection in Rochester, forcing him to wait another four hours for the next bus to Rochester.

And that’s when the trouble started.

I spoke with the Greyhound customer service in Buffalo and asked about the next bus. When I suggested that I would like a refund or some kind of voucher for a rental car (or both) so that I can get home and not have to wait – after all, my girlfriend is being inconvenienced twice in having to pick me up – I was told that they don’t do that there, particularly because it’s my fault I got the ticket I did.

I mentioned that I’m going to call Greyhound customer service department on my phone. They laughed at me and told me to move to the end of the counter.

The Buffalo Greyhound customer service desk even called the on-site transit police on me because while I moved to the end of the customer service desk as they asked, they soon changed their minds and arrogantly told me to go sit down. Evidently they didn’t like the fact that their “final answer” was being questioned by a traveler inferior to them, being that they have the transit police on-site to quash any annoyances.

Wait. They called the cops on him? I take that back. Maybe there’s a job waiting for these folks at the discount airline Jet2.

A transit police officer walked toward me, baton twirling in his hand (he put it away as he approached me), and ordered me to go sit down while all I was doing was politely continuing a call to Greyhound customer service on my phone.

I told the transit officer that I’m just placing a call and have already moved over to the end of the counter, out of anyone’s way, as they originally asked, and that I’m just minding my own business and happen to be standing. But the transit officer didn’t care and reiterated, “Go. Sit. Down.”

Which I did.

I tried to find Greyhound’s ticket contract, but its Web site is vague about what is — and isn’t — promised to travelers.

Gerlach eventually caught the bus to Rochester, but he wanted to know if Greyhound owed him anything for the inconvenience. So I contacted the company on his behalf. A few days later, I got the following update from him, after a Greyhound representative phoned him:

She was quick to offer a refund of my $40 bus ticket without my even prompting. Additionally, she will be having the schedule timing looked at (so that others might not miss connections due to a bus not even being able to make it to the next terminal in time) as well as addressing the quality of the customer service desk people at the Buffalo location with the manager there.

In all, she was very professional and polite (even apologetic), and is doing an outstanding job. If you hadn’t guessed, she more than successfully addressed my issues. Thank you both for all your help!

I’m happy this was resolved to his satisfaction, but I wish it didn’t have to come to this.

Why did a ticket agent call the police instead of addressing Gerlach’s concern? What are your rights as a Greyhound ticket-holder? And why isn’t the ticket contract clearly disclosed on its site?

(Photo: jamesacampbell/Flickr Creative Commons)

  • Steve Rice

    Elliot: It would be great if you’d post the number of Greyhound’s customer service. My daughter uses Greyhound to come home from school and I’d like her to have it if their is a problem. Thanks, Steve

  • http://blog.mybeautifuladventures.com Andi

    WOW, that is outrageous! I can’t believe he was able to keep his cool like that. I normally HATE conflict, but I would have lost it in that situation and I most certainly would not have sat down. He had every right in the world to stand. Thank goodness in the end the right thing was done…

  • Thalassa

    Two questions:

    How is the girlfriend being inconvenienced twice in coming to pick him up? Was he unable to call her and tell her he was coming in at a different time?

    How loudly was he making his call to Greyhound customer service, and what sort of language was he using?

    Greyhound clearly was at fault, with the bus leaving late and the driver taking a wrong exit, and I’m very glad he was able to reach a satisfactory conclusion, but I think we might be missing something as to why the transit police were called.

  • Ames

    I looked at their website under the Refunds and Exchanges section and it looked pretty clear to me – Greyhound makes no claims to being on time or making connections to other buses or planes. No refunds or exchanges on tickets without fees, no changes of destination even with a fee. And they even have a fee for the second checked bag. No electircal outlets. You can bring your own food and (non-alcoholic) beverages. Sounds like Greyhound is learning all the airline bad habits. Only good thing I can say about bus travel is that it is usually center city to center city so at least there is no struggle getting from the airport to the city if that is the goal.

  • Christopher Elliott
  • http://www.Travel-Writers-Exchange.com Travel-Writers-Exchange.com

    Many people “Go Greyhound” each year. They better read this article before they book their next trip. As far as the girlfriend being inconvenienced, I wouldn’t think that “love” wouldn’t mind being inconvenienced now and again :)

  • Victor Ozols

    Sorry about the situation, happy for the resolution. Still, we’re talking about the bus here, the lowest form of transportation on earth. When your average passenger is an ex-con fresh from prison (and me, heading to D.C.), your counter employees tend to be surly. He’s lucky he didn’t get shanked along the way.

  • Noah

    I find this story highly suspect. While I wouldn’t be surprised if the Greyhound workers overreacted to something, I suspect Gerlach did more than refuse to sit down to get them to call the cops.

  • Chris in NC

    @ Victor…

    “lowest form of transportation on earth?” I have taken bus fares many times (granted, it was all in other countries), and have not had any complaints. Just because someone is taking the bus does not mean shoddy or inept customer service.

    My memorable experience was taking the a bus from Istanbul across Turkey. We choose the bus instead of an airplane because the bus would take us directly to the town, and it was an overnight trip (saved us time). The agent assured us it was super luxurious, and I guess it was. The seat was comfortable and the bus was even air conditioned. I didn’t expect to see chickens on the bus though. Couldn’t argue with the fare, it was only $9 round trip!

    With the continued pulling out of smaller markets by airlines, bus travel may just make a comback here!

  • Victor Ozols

    @Chris

    I think we’ve taken the same bus across Turkey. My ride from Istanbul to Damascus was memorable for the scenery, friendly people, free lemon cologne at every stop, and unbelievable amount of cigarette smoking done by every single passenger on board but me. Holy emphysema, Batman.

    But I stand behind my comment. A bus, compared to a train, airplane, or private taxi, is clearly the inferior of the group. That doesn’t mean I don’t still take them, but I do so because they are cheap. And since you’ve never taken a bus in the U.S., may I direct you to New York’s Port Authority Bus Terminal? It’s quite breathtaking (meaning you’ll want to hold your breath the entire time you’re there).

  • Jeanne

    I’ve taken the bus many times in my life, from different parts of the U.S. and in Europe. I’ve never had a problem within the U.S., although I had a particularly nasty encounter with a bus driver, in all places, Assisi, Italy. That doesn’t mean that I won’t encounter such a problem in the future. Mass transportation of all forms seems to be degenerating in civility. Thanks for the article, Chris.

  • Lisa S

    What about the tone and/or content of this letter makes people think the writer was lying or behaving poorly? I didn’t get that impression at all. It seems to me that more and more companies are getting heavy handed.

  • Jennifer (the other one)

    ‘Lowest form of transportation on Earth?’ Yep. I rode Greyhound between the Bay Area and LA exactly once, and resolved never to do it again. The other passengers are downright scary. While waiting for a connection, I wanted to take out my laptop and watch a movie, but as I looked at the type of people crowded around me, I thought the better of it and left it in my backpack. The worst, though, was having to decide whether I’d rather spend the night in the LA bus station, or wander around central LA at 2 a.m. looking for a cheap hotel. I suppose Greyhound provides a valuable service for those who need to travel and can’t afford to do so in a civilized manner, but for me, from now on, if I can’t afford to fly, then I simply can’t afford the trip.

  • Oregon

    After a friends three day ride on Greyhound we had a shirt made that explains his whole experience “friends don’t let friends ride Greyhound”

  • Carrie Charney

    Wish this had been printed last week. I’m taking Greyhound from Bend, OR to Portland tomorrow, then hopping on Amtrak to Seattle. I would have flown, but I wanted to experience the scenery from ground level.

  • http://aol barbie45

    Carrie; good luck; never did Greyhound; but have traveled Amtrack twice ugh. I had a sleeper on route from DelrayBeach FL to BC Vancouver; well the food was excellent ;but the rest of the trip was a nighmare; no private batroom,and the public ones were filthy; if you think turbulence is bad on a plane well forget it on Amtrack;The service in a sleeper horrible ;in fact emplyees just hung out in smoking area just playing cards etc,Do not plan on arriving on time;because Amtrack does not own the tracks ;therefore Amtrack must wait; It was very expensive and I had very little time in BC Vancouver; In fact Ikept a log of every incident and reported it to Amtrack; I was given a 500.00 voucher SO in the spring I decided it to use it on a trip to Savannah well I had a super deluxe sleeper with toilet and shower; Ttip up fine Trip back air conditioning not functioning in any deluxe; After much complaining the conductor gave me a voucher for the second half; The train sops were in the slummiest part of town; For the most part I missed alot of scenery because it was to dark; The clientale in coach which is cheap on some runs was well sleazy. Good luck .

  • MidMom8949

    If you travel the East Coast, take Amtrak rather than the bus (or flying). Wonderful and cheap.

    My kids in NY take Mega bus from Penn Station to either Baltimore or DC (and I know it goes elsewhere). If you book in advance, you get a reserved seat, AND more important for students, they often ride for $2 (yes, two), with nice accommodations and wifi.

    After much difficulty with Greyhound, none of them will use Greyhound again.

  • BucksterSF

    One word: Greyhound. The third world of travel in the US.

  • Rob Gerlach

    Hi there,

    I’d just like to address a few points mentioned in the comments:

    My tone was honestly just as stated in my letter: polite but business-like — frustrated (as anyone would be in missing a connection and being told that they’re going to have to sit in a near-empty terminal for 4 hours) but not at all indignant. As a saavy businessperson/traveler would, I politely stated requests thusly: “I would like..”

    ..rather than pleading like a little kid at a candy store hoping I might get my own way.. “Puhhleeeaaasee??” :)

    Their response was just as stated: dismissive, abrasive, and “I want to be preened, you’re gonna be the one to do it.” Maybe it was a full moon, I don’t remember.. ha.

    Thalassa asked a relevant question: “How loudly was he making his call to Greyhound customer service, and what sort of language was he using?”

    …to which I would respond: not loud at all, and no language was used; I was actually typing — not speaking — my call to Greyhound Customer Service via Relay on my BlackBerry, at the end of the counter as requested.

    After speaking with me, the Transit Police Officer was… ah.. interestingly chummy (good friends?) with the woman predominately involved in the situation at the front counter. That might be why he treated me like he did: evidently, a call from the front counter to their in-station Police is taken at its word, regardless of the reality of a situation.

    As for my girlfriend, she was inconvenienced in that she was already planning on staying up past midnight (on a work night) to pick me up… and then to be told she has to wait 4 more hours to pick me up was twice inconveniencing her.

    ‘Love’ didn’t mind being inconvenienced, this time. ;)

    Long story short, folks: if you’re gonna travel Greyhound, by all means don’t travel when their limited-hours Customer Service is unavailable by phone, and have the number handy: http://www.greyhound.com/en/contactus.aspx