Greyhound: Bus Station — Attraction in Pittsburgh

This would be a 1 Star review if it wasn’t for the service manager Mrs. Tabbs who was quick and professional with helping me resolve my issue. Around 2:55pm on Sunday September 16, 2018 I had a very unpleasant and unfortunate situation with one of your drivers at this Greyhound station. I did not have access to a computer or printer to be able to print my ticket out so I rushed to my local greyhound station (Stamford, CT) with 3 mins to spare before they closed. Where I was informed that I could just show the driver my ticket by phone because it was an E ticket and I had no access to a printer. I managed to stop at 3 different layover stops where each bus driver I encountered took my ticket and kindly informed me that next time I would need to print out the ticket, understood.

2 bus breakdowns and 1 hr: 30 min delay later and we were finally ready to board. When I reached the front to show my ticket this is where the rude and incredibly hostile encounter with one of your drivers, a bald African American man by the name of Eric Tibbs, took place. He IMMEDIATELY put up his hand and before I could say anything cut me off and said I needed to go to the front to have my ticket printed because they do not accept that. Before I could even get out another word to ask where the front counter was or who I should see to assist me he put his hand in my face again, cut me off and repeated with a more firm tone “GO TO THE FRONT AND HAVE THE TICKET PRINTED”. He happened to be the same driver I saw arguing with two other customers while I waited earlier but I thought nothing of it. I had been traveling for a day under stressful circumstances and was panicking because I didn’t want to miss my bus.

Off to the front I go. Mrs. Tabbs, who assisted me at the front desk explained to me again that in the future I would need to print it at home and that she would try to print it for me. When she was unable to do so she sent one of the other employees over to my gate to speak to my driver. There I witnessed him belittling this guy and yelling that it was up to him if he wanted to scan my ticket as he didn’t want to be fired for it because it is not allowed. And I quote, “because I won’t lose my job because other people don’t want to do what they are supposed to”. Did he forget that I was standing there?

The young man tried to speak again and Mr. Tibbs cut him off and said no and turned to get on the bus (which was fully boarded by this time). In a panic I ran behind him to ask him what I should do, he then turned to me and started on this very rude rant about how the situation had nothing to do with me. At this point I am tired, dehydrated, and irritable so I began to tell him that he didn’t need to speak to people that way because as paying customers we sometimes are very tired ourselves from traveling all day. I told him that he didn’t have to be rude and that he had been rude and hostile to me, raising his voice, from the minute I approached him in line at the gate. He begin to yell at me and tell me that what I was saying was a lie and wasn’t true. I then asked for his name and told him that people just shouldn’t be treated this way he started to walk off.

I turned to the gentleman who he had just finished yelling at with tears swelling in my eyes explaining my situation and how I had bought the ticket with the last money I had. Standing there with all my bags and no where else to go and no other money and needed to get back to my hometown and that I had been out traveling for 24hours now. As he apologized and instructed me to go back to the front where the lady could help me the driver steps BACK off the bus to accost me. Yelling at me that the things I said about him doing weren’t true and that he would “give me ONE more chance”. Who does this guy think he is? I politely declined because at this point I was scared to travel with someone so temperamental. My issue was resolved but I am now delayed 3+ extra hours traveling time because of him. PLEASE BE KIND TO PEOPLE ESPECIALLY CUST. YOU NEVER KNOW WHAT THEY ARE...

Greyhound has THE WORST customer service I have ever seen. They have no sense of accountability which is probably the biggest reason they are losing customers. They also demean and exhaust customers when they try to resolve issues that are the fault of the company.

My dilemma began after a glitch on the website caused me to be issued tickets for the wrong date. Immediately seeing this, I called corporate to address this issue. The woman I spoke with basically told me that other customers have also experienced glitches on the website causing the same issue when on a mobile device. She then went on to tell me that her department didn’t handle this type of issue and that all she could do was exchange my ticket for $20 or I could resolve this at my Greyhound station. 1) If your website isn’t mobile friendly and causes a significant issue like this MAKE IT DESKTOP ONLY so customers can avoid this problem 2) It’s shady business that you know there’s an online issue but the only resolution is a $20 fee for the customer.

I asked to be transferred to someone who could help me or a supervisor and she told me they were not available. I asked for the number for the customer service department and she gave me the same number that led me to her (the sales department). End of call. The next day I called the same number (as it was the only one I had) to try and resolve this issue with someone else. When connected, I immediately requested to speak to a supervisor but I was not allowed. This new person claimed they could help and a supervisor was not needed. The man I spoke with this time kept cutting off his mic and not informing me then got an attitude when I kept asking “hello are you there?”. He claimed that there was no report from the website so my claim basically didn’t have validity. Well can you request a website report/scan then? When he said he couldn’t, I immediately could tell he was of no help and trying to make me out as a liar. How can you say there was no website report to validate my claim but you don’t even have the authority to claim one?

The next day I went to the nearest greyhound station with this unresolved issue. There was no one in the customer service office so I went to the front desk. Front desk lady told me I had to pay $20. I responded that I would not be paying for something caused from a faulty website. With an attitude she told me I needed to go to customer service. Getting frustrated with this constant redirecting, I told her no one was there and asked if she could call someone there. With the phone intercom right next to her, she informed me I couldn’t and I’d just have to wait for someone to show up.

Myself and three other customers with different issues waited 30 MINUTES for a supervisor to come help us. When I spoke to this man about my issue he was rude, demeaning and kept talking over me. It wasn’t till I got angry that I was able to communicate the full issue. He then said it was out of his hands even though CORPORATE SAID I COULD RESOLVE THIS WITH THE SUPERVISOR AT THE STATION I WAS LEAVING FROM. His only aid was giving me THE SAME CORPORATE PHONE NUMBER that did not help me at all previously. My trip was nearing and I could not wait for a resolution from Greyhound. In order to insure I had a spot on a bus, I ultimately was forced to pay $20 plus ATM fees because they only took cash at the station.

TRASH SERVICE. AFTER THIS TRIP I WILL NO LONGER BE GIVING GREYHOUND MY BUSINESS. I SUGGEST OTHERS TO DO THE SAME AS WELL OR BE SUBJECT TO...

Booked my trip from Missoula, Montana to Wheeling, West Virginia, though their own system failed to identify that…as it planned me all the way to Pittsburgh, PA, then onto Washington, PA; 25 miles away from my destination plans…discovered this issue after leaving Chicago and the bus driver telling me to call customer service…they were somewhat helpful and asked me to speak with the station manager at the Pittsburgh location once I arrived…which I tried but, there was a gang of people inside the office and the manager was not even interested in talking with me…and kept shouting out loud to me, but I couldn’t understand her…while her co-worker told me “that’s a lie, customer service didn’t tell you that”, as I fired back “please don’t tell what they said, call them”…his response was “I’m done with you” as he walked away…and she, the manager simply ignored me at that point…which is all on camera and verifiable via your own security guard! I will not be using Greyhound again for my cross-country trips…Amtrak All The Way!! As I had to sit through 30-40 more minutes with customer service and they finally corrected the system glitch that caused my ticket to not getting me to Wheeling, WV.

The entire staff, with exception of the female security guard, should be counseled n written up, as the security guard was nearby as I had to work on the issue myself and received an update change…her demeanor changed greatly when she realized I was being honest and just seeking proper assistance from station staff…so everyone else there are just harshly conditioned to ignore customer needs and should quit! That is causing Your Failure soon, Greyhound!! ☮️💯 Good Day n Bye! 👋 Booking Confirmation #3249608905 The main reason why Customer Service asked me to speak with the local station staff for assistance, is that they were aware that I am a disabled veteran with vision and hearing impaired disabilities…along with brain injuries…and I have difficulty understanding or hearing clearly during phone calls in an uncontrolled environment…bus stations with loud sounds and lights, causing distress and disorientation…so again, will be pushing, pulling and moving my Veterans to use Amtrak as much as possible…will make a nice advertisement campaign for Amtrak!! As I used to be in broadcasting and know a thing or two about marketing and public perception…💯 (I did copy and paste this post to Amtrak reviews, so that they may reach out to do such a great marketing...