• Report: #212677

Complaint Review: Greyhound Bus Lines

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  • Submitted: Mon, September 25, 2006
  • Updated: Sat, September 17, 2011

  • Reported By:Plano Texas
Greyhound Bus Lines
greyhound.com Dallas, Texas U.S.A.

Greyhound Bus Lines Baggage Loss & Theft, Inadequate Training, Lacking Compassion Dallas Texas

*Consumer Comment: Hukked Onn Fonikks werks Reely it duz

*Consumer Comment: It IS Accurate.............YOU & YOUR LUGGAGE ARE SAFER ON A PLANE....OR WALKING FOR THAT MATTER

*Consumer Comment: It IS Accurate.............YOU & YOUR LUGGAGE ARE SAFER ON A PLANE....OR WALKING FOR THAT MATTER

*Consumer Comment: It IS Accurate.............YOU & YOUR LUGGAGE ARE SAFER ON A PLANE....OR WALKING FOR THAT MATTER

*UPDATE Employee: Inaccurate

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Valentines Week in 2005, my fiance (Patrick) traveled from Buffalo NY to Dallas TX to visit me. He specifically requested that his luggage be kept under his wheelchair during the trip. They refused his request, tagged his luggage as "special handling" and took it from him, despite his protests (they had mis-filed his luggage before!).
The luggage never made it to the first stop. Greyhound officials assured Patrick that it was placed on the next bus and would make it just after his arrival. They lied.

When Patrick made it to Dallas, his luggage was gone (2 pieces). We filed a trace. Nothing. All he had for his week's visit was what he had on his person. We had our special Valentines Dinner with him in just his traveling duds.

After the week passed, we had to spend several dozen dollars to replace what he needed. All he owned were in those bags. After about 2 months or so, Patrick got a call from Rodgers State University in Oklahoma. They inquired about a checkbook of Patricks, if it was missing. Yes, it was amoung the stolen articles. The kid who had it did a minor traffic violation at the campus and had been pulled over and a sharp officer noticed the checkbook sitting on the front seat, and that it did not match the name to the driver. Because the checkbook had not been reported as stolen, the kid was released. He fled thereafter (had been visiting a girlfriend).

Apparently, he lived in Austin or San Antonio (forgot which) and had traveled by Greyhound to visit his current girlfriend. He had a layover at OKC, and had noticed Patrick's luggage moving about on the conveyor belt, with no one tending to it. He saw his opportunity and took the luggage.

He did try one of Patrick's checks, and it was recovered, but over $600 worth of new clothes & new luggage were gone. We submitted all documents of what was in the luggage, costs from receipts (almost all new articles), the police report, conversations with various parties, but Greyhound turned a deaf ear and would not recover Patrick's full loss. They did their standard "oh well, so sorry, here's $250" check & closed the incident.

Patrick is 100% disabled, on tightly fixed income, and did strongly request that his luggage (which was small & compact) to lay underneath his chair, which would not have been a safety issue. Greyhound is brutally unfair to the helpless, elderly, and the poor. Go to any of their bus terminals, and you will see very poor, crippled, people who have had a very hard life. The staff at Greyhound have become desensatized and uncaring due to many factors, but I don't think it's due to their customer, but it flows down from the upper management.

Patrick has finally moved to Texas to be by me (smart choice), and he decided to risk using Greyhound again. He was going from Dallas to Houston for a Baseball game. This time, he took one piece of luggage, a carry-on with him and held it tight. No, Greyhound didn't loose THIS luggage.

This time, they informed him that there was no wheelchair lift available on the bus for his trip back to Dallas. They told him that he would be stuck for two more days in Houston because the employee at Greyhound who took his info for the trip back failed to secure the right bus. Even though they dropped the ball, they did the "pass the buck" verbage and said that they could not help it if one of their staff messed up. They were going to make Patrick pay the price!

Phone call after phone call, hour after hour, calls to staff members & supervisors failed over again and again. I never felt so helpless. I had to contact a family member who was 2.5 hours away to go pick up Patrick, then I'd drive south for 2 hours and pick Patrick up half way.

Finally, Patrick was to his limit, and he threatend legal recourse if Greyhound did not get him a wheelchair lift bus by that night. His anger and comments woke up a couple of people who decided to get off their dead cans and do some work for a change and get Patrick on the right bus.

His 1:30 bus trip out ended up being a 6pm out. We did not have to do the car pickup, but it just further created frustration. Patrick had a stroke that got him into the wheelchair and I was fearing that he'd have another stroke due to dealing with the insensative, inadequately trained staff working at Greyhound.

Never again will Patrick use Greyhound. They don't give a damn about their customers, just the bottom line of moving cattle to and fro and collecting their paychecks. Patrick and I both pray that some major well-managed organization purchases Greyhound, fires ALL the upper management, fires 1/2 of the mid-management, re-trains the remaining staff with sensativity training - compassion! for their customers, and lots of new fresh faces, and bonus' for customer service ideas and other positive motivating things to make the company put customer service first.

I have often thought about what is the possibility that there is a group inside of Greyhound that targets luggage to forward to individuals within that group - as in a theft ring. When they brightly tag luggage for "Special Handling", it is like a "come & get it, I'm yours" sign for anyone to grab, since the individuals to whom the luggage belong to are often the elderly, children, or disabled. And how much power do those people have? NONE.

What does the American Indian proverb say "Do not judge a man unless you have walked a mile in his mocassins"? Unless you are an individual who is elderly, a child, or disabled, you do not know what being vulnerable is and be at the mercy of those who are well-bodied, strong, aggressive, and in power. Patrick and others like him have to count on the charity and compassion of others to be treated fairly and equally.

When a company like Greyhound Bus Lines does not implement into their policy strong customer service practices, then these things occur and go unchecked. How many times did the bus driver forget to check on Patrick during his 4 buses - 36 hour trips down from Buffalo NY to Dallas & vice-versa??? All of the time! NO bathroom relief; no food or drink picked up for him. They walk off the bus and leave him there alone to pee on himself or worse.

He was even mugged one time, while he was snoozing during a break. A man came on board and began trying to wrestle Patrick's bag from him; Patrick made so much ruckus that the guy fled. But what if the mugger had a knife and was more aggressive? No one was watching out for Patrick!

Am I angry at Greyhound Bus Lines?

What do you think?

K
Plano, Texas
U.S.A.

This report was posted on Ripoff Report on 09/25/2006 04:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/Greyhound-Bus-Lines/Dallas-Texas-75206/Greyhound-Bus-Lines-Baggage-Loss-Theft-Inadequate-Training-Lacking-Compassion-Dallas-T-212677. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Consumer Comment

Hukked Onn Fonikks werks Reely it duz

AUTHOR: Just Me - (USA)

It took me quite a while to decipher your post about Greyhound.  Having rode the bus several times, I understand you frustration and all I can say is... what exactly are you smoking?

As I have been to several "bus stations" throughout the country, I have NEVER seen a conveyor belt used to bring luggage into the terminal.  Usually you retrieve your baggage at the side of the bus.

Greyhound also emphasizes that you do not "valuable items" under the bus in your baggage just in case something like this happens, whoops, missed that one huh?

I wish you luck on catching the girl who is stealing everyone's valuables, although I don't really see Greyhound going out of their way to help anyone.
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#2 Consumer Comment

It IS Accurate.............YOU & YOUR LUGGAGE ARE SAFER ON A PLANE....OR WALKING FOR THAT MATTER

AUTHOR: Peggy - (U.S.A.)

YES, YOU DO HAVE A JOB TO DO, AND LAST TIME I CHECKED YOU AND EVERY OTHER GREYHOUND EMPLOYEE ALSO HAVE RULES TO FOLLOW JUST LIKE YOUR CUSTOMERS. JUST LAST NIGHT MY FIANCE WAS ON A BUS FROM DENVER TO DALLAS FOR WORK. HAD EVERYTHING IMPORTANT ON HIS CARRY ON (SSC, A VOIDED CHK, HIS PASSPORT, ECT AS NEEDED FOR HIS JOB WHEN HE GOT THERE). THEY GOT TO THE ALAMOSA STATION, AND AFTER TAKING A SHORT NAP, WOKE UP AND FORGOT TO GRAB HIS CARRY ON. HE QUICKLY REMEMBERED AND WAS REFUSED ACCESS TO HIS LUGGAGE BEING TOLD "IT WILL BE FINE".

LAST TIME I CHECKED YOU NOR ANYONE ELSE HAS THE RIGHT TO REFUSE SOMEONE ACCESS TO THEIR OWN PROPERTY !!!!!!!!! WHO ARE YOU ?!?!

AFTER BEING REFUSED ACCESS TO HIS OWN PROPERTY, AND BEING TOLD IT WOULD BE FINE.................HE GETS BACK ON THE BUS TO FIND $500.00+ WORTH OF PORTABLE PLAYSTATION GEAR GONE. THE CONSOLE, ABOUT 8 GAMES, MEMORY CHIPS, EVERYTHING BUT THE CHARGER GONE..................AND WHAT IS THEIR RESPONSE ???

I QUOTE "IT WILL BE CAUGHT ON CAMERA, WE WILL CHECK THE CAMERAS BECAUSE THERE IS A GIRL HERE THAT WE SUSPECT HAS BEEN STEALING PROPERTY BUT WE HAVE NOT BEEN ABLE TO CATCH HER YET, AND WE WILL HAVE YOU FILL OUT A POLICE REPORT WHEN YOU GET TO YOUR DESTINATION"

YOU HAVE TO WAIT TO CATCH HER BEFORE FIRING HER WHEN THIS IS OBVIOUSLY KNOWN AMONG OTHER EMPLOYEES ?!?! AND MAYBE YOU CAN ANSWER THIS, WHAT THE HELL DOES THE DALLAS POLICE WANT A REPORT FOR A THEFT IN ALAMOSA ?? ISN'T THAT THE JOB OF THE ALAMOSA POLICE ?? AND IF THAT IS WHO YOU ARE SUSPECTING, WHY IS THE BOSS NOT CHECKING HER RIGHT THAT SECOND FOR THE PROPERTY ?!? $500.00 THEFT IS A FELONY, AND YOU GUYS JUST BLOW IT OFF LIKE IT'S POCKET CHANGE..........GLAD US CUSTOMERS ARE PAYING SO WELL TO THINK SO.

DO NOT DO NOT DO NOT USE GREYHOUND EVER IF YOU WANT TO KEEP YOUR PROPERTY !!!!!!!! THIS WAS THE FIRST TIME AND WILL BE THE VERY LAST WE PAY A DIME TO A COMPANY FULL OF UNCARING THEIFS.
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#3 Consumer Comment

It IS Accurate.............YOU & YOUR LUGGAGE ARE SAFER ON A PLANE....OR WALKING FOR THAT MATTER

AUTHOR: Peggy - (U.S.A.)

YES, YOU DO HAVE A JOB TO DO, AND LAST TIME I CHECKED YOU AND EVERY OTHER GREYHOUND EMPLOYEE ALSO HAVE RULES TO FOLLOW JUST LIKE YOUR CUSTOMERS. JUST LAST NIGHT MY FIANCE WAS ON A BUS FROM DENVER TO DALLAS FOR WORK. HAD EVERYTHING IMPORTANT ON HIS CARRY ON (SSC, A VOIDED CHK, HIS PASSPORT, ECT AS NEEDED FOR HIS JOB WHEN HE GOT THERE). THEY GOT TO THE ALAMOSA STATION, AND AFTER TAKING A SHORT NAP, WOKE UP AND FORGOT TO GRAB HIS CARRY ON. HE QUICKLY REMEMBERED AND WAS REFUSED ACCESS TO HIS LUGGAGE BEING TOLD "IT WILL BE FINE".

LAST TIME I CHECKED YOU NOR ANYONE ELSE HAS THE RIGHT TO REFUSE SOMEONE ACCESS TO THEIR OWN PROPERTY !!!!!!!!! WHO ARE YOU ?!?!

AFTER BEING REFUSED ACCESS TO HIS OWN PROPERTY, AND BEING TOLD IT WOULD BE FINE.................HE GETS BACK ON THE BUS TO FIND $500.00+ WORTH OF PORTABLE PLAYSTATION GEAR GONE. THE CONSOLE, ABOUT 8 GAMES, MEMORY CHIPS, EVERYTHING BUT THE CHARGER GONE..................AND WHAT IS THEIR RESPONSE ???

I QUOTE "IT WILL BE CAUGHT ON CAMERA, WE WILL CHECK THE CAMERAS BECAUSE THERE IS A GIRL HERE THAT WE SUSPECT HAS BEEN STEALING PROPERTY BUT WE HAVE NOT BEEN ABLE TO CATCH HER YET, AND WE WILL HAVE YOU FILL OUT A POLICE REPORT WHEN YOU GET TO YOUR DESTINATION"

YOU HAVE TO WAIT TO CATCH HER BEFORE FIRING HER WHEN THIS IS OBVIOUSLY KNOWN AMONG OTHER EMPLOYEES ?!?! AND MAYBE YOU CAN ANSWER THIS, WHAT THE HELL DOES THE DALLAS POLICE WANT A REPORT FOR A THEFT IN ALAMOSA ?? ISN'T THAT THE JOB OF THE ALAMOSA POLICE ?? AND IF THAT IS WHO YOU ARE SUSPECTING, WHY IS THE BOSS NOT CHECKING HER RIGHT THAT SECOND FOR THE PROPERTY ?!? $500.00 THEFT IS A FELONY, AND YOU GUYS JUST BLOW IT OFF LIKE IT'S POCKET CHANGE..........GLAD US CUSTOMERS ARE PAYING SO WELL TO THINK SO.

DO NOT DO NOT DO NOT USE GREYHOUND EVER IF YOU WANT TO KEEP YOUR PROPERTY !!!!!!!! THIS WAS THE FIRST TIME AND WILL BE THE VERY LAST WE PAY A DIME TO A COMPANY FULL OF UNCARING THEIFS.
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#4 Consumer Comment

It IS Accurate.............YOU & YOUR LUGGAGE ARE SAFER ON A PLANE....OR WALKING FOR THAT MATTER

AUTHOR: Peggy - (U.S.A.)

YES, YOU DO HAVE A JOB TO DO, AND LAST TIME I CHECKED YOU AND EVERY OTHER GREYHOUND EMPLOYEE ALSO HAVE RULES TO FOLLOW JUST LIKE YOUR CUSTOMERS. JUST LAST NIGHT MY FIANCE WAS ON A BUS FROM DENVER TO DALLAS FOR WORK. HAD EVERYTHING IMPORTANT ON HIS CARRY ON (SSC, A VOIDED CHK, HIS PASSPORT, ECT AS NEEDED FOR HIS JOB WHEN HE GOT THERE). THEY GOT TO THE ALAMOSA STATION, AND AFTER TAKING A SHORT NAP, WOKE UP AND FORGOT TO GRAB HIS CARRY ON. HE QUICKLY REMEMBERED AND WAS REFUSED ACCESS TO HIS LUGGAGE BEING TOLD "IT WILL BE FINE".

LAST TIME I CHECKED YOU NOR ANYONE ELSE HAS THE RIGHT TO REFUSE SOMEONE ACCESS TO THEIR OWN PROPERTY !!!!!!!!! WHO ARE YOU ?!?!

AFTER BEING REFUSED ACCESS TO HIS OWN PROPERTY, AND BEING TOLD IT WOULD BE FINE.................HE GETS BACK ON THE BUS TO FIND $500.00+ WORTH OF PORTABLE PLAYSTATION GEAR GONE. THE CONSOLE, ABOUT 8 GAMES, MEMORY CHIPS, EVERYTHING BUT THE CHARGER GONE..................AND WHAT IS THEIR RESPONSE ???

I QUOTE "IT WILL BE CAUGHT ON CAMERA, WE WILL CHECK THE CAMERAS BECAUSE THERE IS A GIRL HERE THAT WE SUSPECT HAS BEEN STEALING PROPERTY BUT WE HAVE NOT BEEN ABLE TO CATCH HER YET, AND WE WILL HAVE YOU FILL OUT A POLICE REPORT WHEN YOU GET TO YOUR DESTINATION"

YOU HAVE TO WAIT TO CATCH HER BEFORE FIRING HER WHEN THIS IS OBVIOUSLY KNOWN AMONG OTHER EMPLOYEES ?!?! AND MAYBE YOU CAN ANSWER THIS, WHAT THE HELL DOES THE DALLAS POLICE WANT A REPORT FOR A THEFT IN ALAMOSA ?? ISN'T THAT THE JOB OF THE ALAMOSA POLICE ?? AND IF THAT IS WHO YOU ARE SUSPECTING, WHY IS THE BOSS NOT CHECKING HER RIGHT THAT SECOND FOR THE PROPERTY ?!? $500.00 THEFT IS A FELONY, AND YOU GUYS JUST BLOW IT OFF LIKE IT'S POCKET CHANGE..........GLAD US CUSTOMERS ARE PAYING SO WELL TO THINK SO.

DO NOT DO NOT DO NOT USE GREYHOUND EVER IF YOU WANT TO KEEP YOUR PROPERTY !!!!!!!! THIS WAS THE FIRST TIME AND WILL BE THE VERY LAST WE PAY A DIME TO A COMPANY FULL OF UNCARING THEIFS.
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#5 UPDATE Employee

Inaccurate

AUTHOR: Tricia - (U.S.A.)

Although I feel for your fiance for having had such a terrible time aboard Greyhound, it doesn't make sense to me that after losing $600 worth of new items, why he'd rebook right away. And yes, bags under a chair "is" dangerous. What about the other passengers on board...ever think of them? What if the bus had to make a sudden stop and that bag went flying? Should he have preferential treatment because he's disabled? I don't think so.

Drivers are not desensitized to caring for our passengers. We have a job to do, we take it very seriously, safety is always number one...not coddling passengers who cannot follow the rules like everyone else does.
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