I bought a ticket for my mother-in-law, and had it sent by mail (3 weeks in advance), because she has no legal ID, and so would need a password if she had to pick up the ticket personally. After the 10 days allowed for it to arrive, it still had not, so I called their 'customer service' line to find out how to proceed. I created a password for her, and was assured that the superviser would call me back with a new ticket reference number shortly, or leave a message with it, because she would need it when she got to the bus depot. Needless to say, no one called with the ref. Number or left a message. So, (I first called on a Friday) on the following Monday, I called again, and politely explained and asked them for the new ticket's reference number. The man told me that his superviser would call me back within half an hour with the number. As one might guess according to the pattern of events, an hour passed as I waited patiently by the phone, and no one called. So I called the 'customer service' line again. This time I spoke to a woman who was unable to speak clearly or slowly, who said the same thing; her superviser would call me later today. I explained what had happened previously, and that I was concerned because the ticket was for the following morning, and if I couldn't get the confirmation number, She wouldn't be able to pick up her ticket. She repeated her previous statement, with no apology. So I asked to speak to her superviser. She asked me to hold the line to speak with the superviser. After holding for at least 5-10 more minutes an automated voice asked me to leave a message. I left a long and detailed message. No apologies have been made. They expect me to stand by the phone all day (while they proceed to NOT call) (I still at 5 hrs later have not received the promised call).
Furthermore, when my mother-in-law arrived via greyhound bus a couple months ago she had the following experiece:
Halfway through her trip she and some other passengers were 'bumped' from the bus they were on in favor of others who did not have pre-arranged tickets, leaving her luggage (most of all that she owns) on the bus. She was told that it would be waiting for her at her destination. It wasn't. And, it never showed up. She was not made aware that she would have only 30 days to make a formal claim. So, I guess its gone for good (?).
Also, when she was made to take a separate bus from her luggage, she was re-ticketed so that she would arrive at her destination 24 hrs later than the original ticket allowed (this meant she would have a 12 hr layover at a bus station. They did not even offer to pay for a room for her for the night, nor did they apologize for the inconvenience.
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