Since we normally fly or take road trips in our own vehicle, taking a Greyhound on a 26 hour ride to get from Denver to San Diego for a semi-emergency seemed like a smart thing to do and an adventure besides. My friend came up to the service desk with me at 10:30 A.M. That Friday morning, as I had no clue what to do and already had my ticket via the Internet. I told the lady this was a completely new experience for me and I didn't know what I needed to know or what to do next. *She was wonderful!!! * She was also one of the few who were polite and decent.
*Also in the terminal was a man with a wheeled cart making luggage security checks. I positioned myself at the end of the line forming there. When it was my turn, I showed the gentleman my ticket. He took a look at it and told me I needed to go to door six. I asked for clarification, "You don't need to check my bags?" He asked me if he needed to write it down for me. At this point, I explained I had never done this before and wanted to be sure I was doing everything correctly, where-upon he made a light apology and further enforced door six,
*When it was time to board the bus, a woman came up outside the doors to the female employee who was going to take our tickets. The Greyhound employee spoke giving directions to her. It appeared the customer did not understand. The employee needed to tell her twice more, shaking her head and rubbing her face as if the customer was stupid and this was just so hard. Since I had been unable to hear her directions to the lady, I strained to hear the directions she gave the next person, immediately in front of me. Fortunately I did hear some of that. As I came to her, I stated I have some problems hearing, so please have patience with me. When she looked at my ticket and gave my directions it was said in a extremely low voice I could not hear. I just followed what the gentleman in front of me did.
*Our first driver was AWESOME! Gary Donovant welcomed his passengers, introducing himself in the process. Rules regarding technology with sound and courtesy to other passengers were discussed. At each stop, he would tell us why we were pulling off the main road, where we were, how long the stop was and if we should take our things or leave them. As I watched, he assisted customers with their bags. After a slight vocal altercation with a "station manager" in Grand Junction, CO, Mr. Donovant welcomed me back onto the bus with a smile. At one stop, after we all got back onto the bus, he picked up the microphone and in a very nice but firm way, strongly suggested there would be no more profanity. He stated not only do women and children not desire or need to hear it, but there were also some males, himself included, who did not. This man received a tip from me when the time came to change drivers. Mr. G. Donovant, the lady behind the counter at 10:30 A.M., and our last driver were the only three decent Greyhound employees I had the opportunity to meet!
*Grand Junction, Colorado - All the customers disembarked from the bus, many heading to the washrooms. As the females went to use the facilities, we all, in time, become aware there was no necessary paper in three out of the four stalls and not much in that one. There was no soap at all, for any of us.
Upon coming out, the line for food was growing. The food counter was well stocked and one lady (Erika) was running the cash register. After standing for several minutes at the ticket counter, she asked if she could help me. When she finally came closer, I told her the condition of the ladies restroom. "Oh, but I'm here by myself. I'm doing the best I can, " she said. I asked her for the manager's name and how to reach him. She told me his name was Jerry and gave me a phone number.
Several minutes later, two men came in to the counter area. One took over cashiering while the other sat at the ticket counter with the lady who had been at the register. Treating myself, I bought an ice cream sandwich. Then I asked this person when the best time to catch Jerry on shift would be. I was told he was sitting right there as this man pointed to the other male and the lady sitting at the ticket counter.
I proceeded to the side of the counter and asked the male if he was indeed Jerry. He stated he was. I asked if the buses run on a regular schedule. He said they did, but sometimes not to the minute. I told him that was understood. I was concerned this bus was expected and the restroom facilities were not stocked appropriately. He stated, quite firmly, "They are now!" I replied it was a little late. The food was well stocked and someone was available to take the customer's money, but the restroom facilities weren't serviced even knowing a bus was due to come in. I then asked for his supervisor's name. Jerry stated he could not give me that (I find this a little strange...).
Then I proceeded to the front of the counter and nicely (check the video) suggested to the lady the next time a customer asks for a manager who was currently on site, she might give out that information. As I walked away, Jerry shouted out, for the current occupants of the bus station to hear, I wasn't going to get back on the bus. I turned back towards him and said, "Excuse me?" He then stated, "with an attitude" such as I had I didn't need to re-board.
Needless to say, I was a little frightened at this point. It's after 6 P.M. I'm traveling alone. Jerry is threatening I will not be allowed back onto the transportation I have paid for.in my head, I'm going back over my behavior... I was firm, but professional and businesslike. There was no profanity or raising of my voice. I did not intimidate physically or verbally other than asking for a supervisor, which is standard.By what right did he have to detain me? I made the decision to wait until I needed to show my ticket. Jerry and the other man came out and stood beside the bus driver. Jerry stated I shouldn't be allowed to get back on the bus. Mr. Donovant lifted a thumb with a smile and motioned to me to board. Jerry stood yelling after me, "Yep, I'm the manager of this station. At your service."
*Next Driver - Mr. Donovant told us we would have a new driver at this stop. He stated the driver was there and ready. We waited for a while (didn't realize documentation might be necessary to include time frames). When this man arrived, he took the cigarette out of his mouth and threw it before boarding the bus. Not a word was spoken by him... No introductions, etc.
Communication was minimal to nil. We weren't told on several stops why we were stopping, for how long, or when the next stop would be. Nothing was actually said until the bus was stopped. This doesn't allow for customers to get ready to get out to make the most of the short stop times we had. The one stop where several customers were actually yelled at by this man was an unscheduled stop. It appeared he needed the restroom facilities and a smoke break. Smokers were told they could get out and stay by the side of the bus (Mr. Donovant had requested anyone smoking stand away from the bus). When several customers attempted to follow the path of the driver, he was on his way back and raised his voice at them. Telling the passengers who were standing by the bus to get back on consisted of his waving his arms as one might do to cattle.
*He did not communicate a different driver was taking over. She came on the bus and gave her name and a short statement about technology with noise.
*The bus station in Las Vegas was very scary with both various people who were not customers inside and the trash and other non-customers outside the front doors.
*The gentleman who drove from L.A. To Oceanside was nice and seemed personable. I'm not able to comment further due to the short two hour time frame spent.
*Is this normal behavior for Greyhound personnel? Are customer service skills taught during or post the hiring process? Does Greyhound have secret shoppers who report back to management? Does the CEO ever take a bus trip longer than an hour or two on the service being managed? Does Greyhound management care?
I'm sorry I chose to "leave the driving to..." as the motto used to be. My perceptions of this service would have stayed much higher than they currently are. Let it be known, Greyhound will never again be my choice for travel!
A Very Dissatisfied Custome
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