My complaint:
I booked a greyhound bus ride for me and my husband from Toronto to New York Port authority for Nov 8th 2023. As I had a flight to catch from New York JFK airport. The greyhound sends emails about upcoming ride and welcome onboard for the same ride, upon us reaching the Go bus terminal at Union station at Toronto, we find out there is no bus scheduled for New York at 1.25pm and it has been discontinued. It was shocking and disappointing and had to make travel arrangements to reach New York by some other means as I didn’t want to miss our flight from JFK. After explaining the same issue to customer service by sending the email to provide refund for a booked ride that was cancelled by greyhound themself, the customer care responds saying they don’t see any cancellation and hence no refund. Upon giving them further details again, and asking them to check on their end if that bus operated.. they agreed for the inconvenience caused and offered a voucher!
I told them I cannot accept a voucher as I have already booked and paid my other travel arrangements so voucher won’t help plus in future I had booked a greyhound bus ride for returning back to Toronto when I’m back from overseas and that too was paid for so I cannot ask to compensate that cost. In addition to that, they said the voucher offered is valid only for 3 months.. I advised I won’t be in the country whether Us or Canada until after 4 months, so please kindly provide a refund for the bus tickets as it wasn’t our fault and greyhound is liable for informing its passengers if they are cancelling their scheduled bus. And not just that, there were 3 more greyhound buses scheduled that same date Nov 8, and all were cancelled without notice! So upon me requesting the employee and telling them even if I consider using the voucher I cannot as I’m not in the North America until 4 months..
So I requested to make an exception and instead provide a refund not voucher as it’s not even applicable but they didn’t accept my refund request rather responded by saying that my ticket had no options for refund, but that is not applicable as I wasn’t the one who made modifications or changes to ticket! It’s the liability of greyhound to provide its passengers who they caused inconvenience for not running the bus as per its schedule and entirely cancelling that schedule.
It faces even more liability for not informing its passengers about the discontinued service and leaving them stranded at the time of schedule for having a No Show! I took the risk and arranged with last minute booking for a transit to be able to catch my flight from New York! Imagine if I had missed my flight because of this worst experience I faced with Greyhound! So all I’m saying is to provide me the refund to my payment method for the bus that was cancelled by Greyhound.
Booking ation: 3100988538
Priyal Mistry
Amount paid: $205.93 USD ( charged $286.56 CAD)
Suggested solution:
By issuing a Refund for the No bus Show by Greyhound!
