Greyhound Bus Lines violation of ticket terms and rude behavior San Antonio Texas

My girlfriend was traveling from San Antonio, TX to Sanford, NC. We purchased the tickets on Greyhound to save money over airline tickets. We had no idea what we were getting into.

She departed San Antonio early in the morning headed toward Dallas, her single connection on the journey. When she arrived in Dallas, she was told that her connection had been oversold to the extent that twho additional buses would be needed. I wasn't aware that this was even legal. Occassionally an airline oversells by one or two tickets, but they always rectify the situation.

She didn't make her connection because the seats on the original bus were sold to walk-ins, despite her advance purchase and connection status. She was told that she could not have her luggage, that it would go forward on the initial bus and be waiting in Sanford for her.

This delayed start continued to a nightmarish scenario where she was bumped from a straight shot to NC to a bunch of hops, city to city. She waited hours in stations that had neither air conditioning nor toilet paper. Her daughter became ill and started vommitting.

At some point in her journey, she was told that they would not be able to take her to her initial destination. Despite a ticket in her hand to go to Sanford, she was now told that due to Greyhound's own error they would not be providing service to her.

At no point did a Greyhound employee show any sign of remorse. In fact, many were rude and dismissive of her problems. During one of her excessive delays a fellow passenger plainly asked when the next bus would arrive. She was told by the attendant, "The bus will arrive when it f***ing gets here."

There were many other horror stories that she heard from fellow passengers. In retrospect, I would have liked to have contact numbers for each of them to coordinate a response.

She was eventually dumped on the side of the road in a city near her destination. After several tense hours, her sister found her and she was finally safe. Currently we cannot find her luggage and the Greyhound employees seem totally incompetent to find them. She has learned that the Sanford stop is not a real station so their initial pledge to take the luggage there was never even an option. She should have gotten the luggage in Dallas as she requested. They stole her luggage.

Calls to Greyhound are not answered. I am trying to reach customer service for a refund, but I end up sitting 20-30 minutes waiting for an agent. I also experience long delays to reach baggage claims, only to be brushed off.

I have contacted an attorney, but what I would really like to see is a coordinated effort to seek damages.

Justin
San Antonio, Texas
U.S.A.