Greyhound Bus lines and Frank Bruce Evicted from bus subsequent to making complaint about vending machine and handling of lady in wheelchair Cinncinatti, Ohio Nationwide

 While traveling from Birmingham, Alabama to Detroit on 1/2/16 I encountered a problem with service delivery at the Greyhound Bus Station in Cinncinatti, Ohio when I asked Frank Bruce, Customer Service Supervisor to assist to get my money or my item from a malfunctioning vending machine. He told me the refund could not be given until 10am when the cafeteria opened. My bus was scheduled to leave before that time and since Frank Bruce had abruptly walked off without further information, I went to the ticket desk and asked for complaint forms. I completed two forms.One for myself concerning the loss of my money in the vending machine and the other for the wheelchair bound lady who was experiencing difficulty deboarding and getting to the restroom. I was the one who assisted in transport of the lady ( Amy Smart (((REDACTED)))) to the bathroom, assisted with the management of her pulling up of her clothes and the washing of her hands.Staff appeared ambivalent and malingering in their response to her. Upon completion of the complaint forms I asked to do copies and was sent back to the Customer Service office where Frank Bruce agreed to copy the forms and then refused to give me the copies. He stated he did not have to.  He raised the copies above my head and I reached for them. He claimed I assaulted him. Please note that Frank Bruce is larger and heavier than myself. I told him he was being unfair and that I was his customer. He and I were talking loudly. Two other staff persons were there, Tomas Vegas and a Black female who got between myself and Frank Bruce and then tried to convince me to give her the originals of my complaints. I did not trust anyone enough to cooperate. Frank Bruce stated that I would not be leaving Cinncinatti today. Then I walked directly to the bus and boarded. As I was going up the steps Frank Bruce grabbed my coat, but released it when I said he was trying to assault me. I stayed on the bus until the police arrived to monitor the situation. Upon their arrival I deboarded, explained my side of the situation, showed evidence of the item in the vending machine which was still stuck and was given a refund of  $74.38 and was given the potato chips from the vending machine. I got a cab to the airport ($36.00), rented a car ($173.00) and drove myself back to Detroit.I am requesting that Greyhound Bus lines investigate this incident and refund the $134.00 of additional expenses I incurred by this incident. I also request that all Customer Service staff receive training in conflict resolution and de-escalation to avoid rapid developing intense dangerous situations. I am hoping we could all do better.

Carolyn Akpe

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