Greyhound Bus Line
Unacceptable Customer Service
- 03-25-2026
- 8
**Complaint Letter**
On March 25, 2026, my mother, Shirley Newell, had a reservation to travel on Greyhound Bus Lines to Jackson, Mississippi. Her booking number is 3339005215, scheduled to depart from Atlanta at 5:40 a.m. and arrive in Jackson at 12:20 p.m. We arrived at the bus station at approximately 5:31 a.m., at which time the final boarding call was being announced.
I accompanied my mother—who uses a walker for support and balance—to the bus depot as directed. When we reached the bus, the driver had already closed the baggage compartment and was inside preparing to leave. I signaled to him to let him know we still needed to board. He exited the bus and immediately began lecturing us on the importance of being on time, insisting that we were late. I explained that we had arrived at 5:31 a.m., well before the scheduled 5:40 a.m. departure.
As he loaded my mother’s walker and luggage under the bus, he continued to emphasize his point about punctuality. Once finished, he began to escort her toward the bus but abruptly stopped and asked for her seat number. I repeated the question to my mother and said, “Wait, let me check that for her.” The driver appeared irritated by this brief exchange. Without offering any explanation, he removed my mother’s luggage and walker from the bus and refused to allow her to board.
My mother tried to ask him, “Sir, excuse me,” but he ignored her completely. We were left stunned, embarrassed, and humiliated. Our family has used Greyhound Bus Lines for as long as I can remember. Never have we experienced anything as disrespectful or degrading as what took place that morning. This incident has deeply shaken our trust in Greyhound’s customer service. As a result, we will not be using Greyhound again.
We returned inside the station seeking an explanation, but none was offered.
Thank you for taking the time to listen.
A long-time customer.
Company: Greyhound Bus Line
Country: USA
State: Georgia
City: Atlanta
ZIP: 30303
Address: 232 Forsyth street
Phone: 1-800-231-2222