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Greyhound Lines, Inc. complaints

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PO Box 660362
Dallas, TX 75266 | Get Directions

(214) 849-8000

http://www.greyhound.com

Monday - Friday 7:00 AM - 7:00 PM CST

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Total Amount in Dispute:
$23,381.00

Total Amount Settled:
$129.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

65 complaints against Greyhound Lines, Inc. closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
1	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
3	Refuse to adjust, relying on terms of agreement
58	Unanswered

65 complaints against Greyhound Lines, Inc.

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9/15/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $236.75 Amount Settled: $0.00

Customer Complaint

8/18/2026

I have a very serious complaint. I am a minister and I booked a trip on your Greyhound website in May 2026, roundtrip from Newark to Fayetteville, NC. My original ticket # 3367293791 was reserved to leave on June 26, 2026 and return on June 29, 2026 with a total amount of $236.75 that included my preferred seating that I paid for. The reason for the trip was due to a speaking engagement at a Woman's Day Conference. The Pastor from the church I was going to got in touch with me to say that one of his members grandmother died and the funeral was going to be on the day of the conference and said that it had to be pushed back to August 28, 2026, and so I went back on your website to change the dates to August 28, 2026 to August 31, 2026, with the new ticket #3360359706, but their system didn't honor the seating that I paid for and had me sitting in the last row of the bus. I called Greyhound at 800-231-2222 and spoke with a rep, I explained my situation and let him know that there was no way that I can sit in the back of the bus due to my knees, that's why I paid for special seating for the leg room. He said that he understood and was willing to help me fill out the refund form and so I did he than told me that it takes about 24hrs to get a response back from the refund dept. I waited for 3 days and decided to call back and when I did I asked for a manager but was transferred to a supervisor. He was so unprofessional and very Resolution Sought I would like to be compensated for all the inconvenience I experienced as well as getting fully refunded for the bus ticket and the additional train ticket that I had to purchase for travel on 8/28/26. I wasn't able to upload the full complaint due to no characters remaining, and so I will put it in the email address that was provided.

Company Response

9/2/2026

Thank you for taking time out of your busy schedule to share your thoughts. Unfortunately, we will be unable to process your request since a chargeback was made for this order. You must contact your card company with any concerns you might have about your account. We appreciate your business, and hope that we can serve you again soon. Should you have any additional questions or concerns, please do not hesitate to contact us. Thank you for your understanding.

8/10/2026

RESPONSE: Complaint was not answered Amount in Dispute: $180.00 Amount Settled: $0.00

Customer Complaint

7/15/2026

They took my money twice they wouldn't refund me or change my ticket to another time. I missed my bus by 30 minutes that's not to long to change my ticket for the next bus it's high way robbery Resolution Sought Refund

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