I had a horrible experience with Greyhound this Saturday which I would like to share here.. It was absolutely outrageous.
I had a reserved ticket which I purchased online about a week+ in advance. I showed up to the terminal early as indicated, and to my dismay, they did not let me on the bus because they claimed it was full. However, I know that there were at least 20 seats on the bus which they were saving for another stop the bus was making. To make matters even worse, the Greyhound staff at the station was extremely rude about the whole thing, I was told that "this was not their problem because they didn't sell me the ticket", and the employee who who was taking the ticket at the gate actually threatened to call the police because I got upset and told him that I will get on the bus anyway because there were seats there and I needed to get to my destination in time.
Even the manager was very rude. I was told I can take the next bus which was in at least an hour, but since I had to catch another connecting bus in Port Authority, that was not a good option for me. Besides, why should I have to do that if I had a valid ticket for that particular bus? I ended up taking a bus from a different company instead, which was a block away from the Greyhound station, but this resulted in me losing many hours and causing a lot of aggravation.
The way Greyhound seems to be operating these days is extremely disorganized, the staff is extremely rude, the customers are treated like cattle, and even when one has a ticket and gets there early, it's questionable whether you will get on the bus or not. Considering that there are other options for customers, this is no way to run a business. I wrote to Greyhound corporate office right after this happened describing the incident, and today received a response: a canned email telling me to contact customer service for refund. Obviously I do not ever plan to use Greyhound after this experience and I will tell everyone I know about what happened.
In fact, I plan on contacting Better Business Bureau and even the media. I still cannot even believe what happened, it was literally like being in some Third world country trying to get on a bus. The Greyhound corporate office needs to take a good hard look at the way they are operating, because people will not be using Greyhound much longer if this type of thing continues, as there are other options which are run much better and are in fact cheaper.
BTW, I was not the only one who ended up not being able to get on that bus with a ticket, there were several other people who were in the same situation. It was truly unbelievable, and everyone needs to know about this lest they end up in the same situation.
Product or Service Mentioned: Greyhound Bus Service.