Trailways Bus Station — Attraction in City of Rochester

On Jan 3 2020 this particular the station wasn't the best !!! I was seeing someone off on the Greyhound bus to NYC leaving at 255pm, we were there in plenty of time, at least 10-15mins early when all of a sudden they announced last call for bus, didn't mention the gate but there was only one bys and NO ticket checker !!! The PROBLEM is there were 3 workers chatting away the whole time we were waiting, one was the guy who put your luggage in the secure storage area and two not sure what their work status was at bus station but did hear one say he wanted to"get going" ... So we went outside, again no one checked ir collected tickets inside, and he was already closing the secure storage area. Went outside and he said' You're on this bus ???? You almost didn't make it !!!!! Bottom line Very Bad Service on 2/3/2020 lazy staff 😎 And to add another point why do they allow US Postal staff to park in the Extremely Small parking lot leaving No Room for those ACTUALLY using the lot for Bus...

Handicapped passengers are not guaranteed accessible seats on the bus and even letting them know ahead of time does not mean that they will make sure that you have a seat in the first two rows (which are supposed to be reserved for the disabled but able-bodied people sit there anyway and have refused to move to another seat). Customer service was rude to me when I followed the instructions online for disabled passengers and called ahead to make sure they were aware that I had to sit in the front. I was appalled by the blatant disregard for the disabled population and upon researching them, they have been subject to lawsuits for ADA violations and are supposed to be accomadative of disabilities and they are not doing so. I'm inclined to report it if it ever happens again. Unfortunately they're the only service that...

On Wednesday, November 23rd the 7:10 PM trailways bus heading to New York from Rochester was over 2 hours late. There were no announcements, no notifications via text or email. The customers were waiting outside in the cold, standing up for over two hours. The office had no staff or workers to ask what was going on. As parents of the young student who was waiting for that bus, we were losing our minds with worry and anger. This must be the poorest service we have ever encountered. I will be looking for a different way for my child to get home on Christmas. I will never reserve that bus again. If you don't know, Trailways is a part of the Greyhound company. If I could give no...