Before this incident, my experiences with Greyhound were not very notable. The buses were old and dirty, the drivers were somewhat brusque and the other passengers were not exactly the classiest folks in the world. But it got me from point A to point B at little expense and hassle, so I tolerated the faults. However, after this incident I refuse to ride Greyhound and I strongly discourage anyone I know from riding it.
One night in January 2009 I attempted to board a late-night bus at a station with a closed ticket counter. I had taken this same route at the same time several times before, and I had always paid the driver the exact cash amount of the ticket. I understood this was acceptable under company policy when the ticket counter was not in operation. This particular night I attempted to do so again. This driver informed me that I could not board the bus without a ticket. I tried to convey to him that I had done this several times before with no objections. The driver told me it was company policy to not allow this, which is a bald-faced lie.
The situation escalated when I calmly and politely pointed out his lie. He proceeded to verbally attack my character and rail into me with insults. He called me self-centered, egotistical, ignorant and ***, simply because I had the gall to correct his lie. His conduct was incredibly unprofessional and indicated that he was suffering from severe stress or possibly a mental illness. I was so confused by his lashing out that I could not come up with responses to this nonsense (which I'm sure just confirmed to him that I was "***"). In retrospect I believe the driver was attempting to provoke me into doing or saying something ***. However I took the high road and left without really saying what I thought of his conduct.
The final nail in the coffin came when I lodged a complaint against the driver. I called their customer service line and after about 30 minutes on hold, I finally reached a customer service rep. I explained the situation, then when I got to the part about the insults I heard the rep chuckle slightly, as if this was supposed to be funny. At this point I should have requested the supervisor, but I neglected this. In the end, all I got was a form letter. They couldn't even give me a lousy coupon or voucher. They know they have essentially no competition, why bother treating the customer well?
I will never ride Greyhound again, especially since I found an alternate bus line between the two cities I frequent. This line is not affiliated with Greyhound and has clean modern buses, courteous drivers and passengers that don't look and act like hoodlums.
Product or Service Mentioned: Greyhound Bus Service.