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Business Profile

Bus Lines

Greyhound Lines, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bus Lines.

Complaints

This profile includes complaints for Greyhound Lines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Greyhound Lines, Inc. has 183 locations, listed below.

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    Customer Complaints Summary

    • 2,229 total complaints in the last 3 years.
    • 665 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/10/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a trip with Greyhound to leave on June 30, 2025. I wasn't able to take the trip because I received news of death in the family hours before the trip. I contacted Greyhound and they *** said to fill out a refund requrst form since the unexpected happen. The only contact I received was to cancel my ticket with I would of loss over 75% of the value. I asked could I use it for another day and he said that wasn't an option. I spoke to different **** about this matter and nothing has happen. I paid for a ticket that wasn't used. I want a credit or full refund because it's not right the seat was paid for but the trip didn't happen. I even paid a seat fee but I promise somebody else sat in it on my dime.

      Business Response

      Date: 07/14/2025

      Thank you for contacting our office with this matter.

      We truly understand your circumstances, however, in accordance to our Terms & Conditions, no refund is possible. Unless one of the two cases below applies:

      1. Cancellation on our side.

      2. Delay of more than two hours, and the passenger does not take the trip.

      As a goodwill gesture, we would like to extend you a Promo Code valued at $64.53. This voucher will remain valid for three months from the date of issuance and can be redeemed at any time within this period. Please note that the voucher expires after a single use. You may utilize it to purchase tickets either by calling ************** or by visiting our website at ******************************.

      Thank you for your interest in Greyhound Lines.

       


      Customer Answer

      Date: 07/14/2025

      I have reviewed the business response and accept this resolution. Thank you for considering the circumstances and I will accept the promo code. Can you email the code to me so I'm able to use it within the time frame? Thanks **********************

    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello how is everyone? I had a situation with Greyhound and through you Greyhound had gave me a proposal of a credit of $194. I've been trying desperately to use the money on Greyhound for a trip that I have scheduled October 12th coming back to ******** October 14th. However every time when I call Greyhound they say they don't know anything about the $194 and they don't see it on my account. I took it up on myself to go to the Greyhound office in ***************** at the ********************** and the young lady was really trying to help me she was very polite very professional but she says she doesn't see any $194 attached to my account. Can ******************** be so kind to book me three tickets to ************* ********** leaving on Sunday October 12th at 1225 p.m. bus going to **************************** and returning Tuesday October 14 leaving ************* and casino at 1105 a.m. arriving back to ******** at 1:40. The ticket has a 90-day guideline to book that's why I've been trying the book for the last 7 days. I have attached the the screenshot of the proposal I accepted. Would you be so kind to help me And lastly thank you Greyhound.

      Business Response

      Date: 07/11/2025

      Thank you for taking time out of your busy schedule to share your thoughts regarding our services. We sincerely apologize for the delay in responding to your e-mail.

      We have issued a Voucher so you can purchase a new ticket.  

      Voucher Code: CUSKUT3GRALNR

      Amount: $194.40

      We appreciate your business and hope that we can serve you again soon.  

      Thank you for your interest in Greyhound Lines.

      Customer Answer

      Date: 07/14/2025

      I have reviewed the business response and accept this resolution.    Thank you so much for taking the time to reach out. I will book in 72 hours.  

    • Initial Complaint

      Date:06/12/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I boarded a bus (Greyhound #*****) in ************ on 6/11/2025 and a person was in my seat.I asked them to move and they refused.I found another seat and sat down.We approached ******* NC at 6:15am on 6/11/2025 and was told that we had a 45 min ********** we boarded the bus again the sa.e person was in my seat.I asked them to move and they refused again.I told the bus driver and he removed the guy off of the bus but he left his girlfriend.The girlfriend then slid in my seat and said she is not moving.The driver came back on the bus and told us both to get off.I stated that I did nothing wrong and I came to get him to resolve the problem.He ignored me was dismissive and disrespectful.I was then delayed by the staff that was told by the manager to reschedule .y ticket.She responded that I should call and schedule my own because technically it's not her job.The staff seemed to think it was funny.I was scheduled for the next bus at 12:30 am from 6:15 am.Ithink it was careless and intentional what they did and I want to be compensated for my lost time and missed events that I was scheduled to attend.I lost money and my trip was a horrible experience.Please contact me when you can about what is being done or will be done to correct the problem.Thank you sincerely Mr.**** *********

    • Initial Complaint

      Date:06/11/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On may 21, I booked a ticket to **********, **. I arrived on the bus with a red roller suitcase, a leather burgundy duffle bag and 2 other bags as part of my luggage. My luggage was left on the Flix bus in *******, ****** due to a misunderstanding of how luggage is handled. I immediately started the due process in trying to retrieve my luggage through a baggage form online. That form was unprocessable. The last name field was missing from the form preventing submission of it. When trying to call Flix customer ********************** on line and by phone, all theose numbers lead to greyhound customer **********************. Customer ********************** is so little informed nothing could be handled. I was told the form was filed for me and I would recieve a comformation email within ***** hours. I never recieved that email or any email for that fact. Ive called 4 times. To this day theres no feed back. I've tried to call the headquarters in ******* , but I don't speak German. Either way, mistakes happen but, they are supposed to be rectified. My mother's ashes is in that luggage, my sensitive information and everything else I own. Please rectify this.

      Business Response

      Date: 07/15/2025

      Thank you for contacting our office with your concerns. We sincerely apologize for the delay responding to your email.

      Regarding your concern, please visit our website ***************************************************************, you can submit a lost item request and be further assisted.

      We hope this incident won't deter you from using our services again. We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs.


    • Initial Complaint

      Date:06/11/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a ticket to travel from ************ to *********** for $423.97 on June 1st. When the bus made it to **************, the transfer bus was 3 hours late from ************** to the end destination of ***********, by this delay alone I shouldn't have had a problem getting a refund for my ticket. However it got worse...A party of about four men and two women were on the bus to ************** and I didn't think anything of it at the time, but when we made it to ********** I started to get threatened and harassed by the guys over a sports related baseball cap because they were apparently gang members and I am not a part of that culture. They threatened to have someone at the ************** bus stop to kill me affiliated with their gang. I contacted my wife. She contacted highway patrol and Greyhound customer **********************. The bus was pulled over and even though I was the victim I was removed from the bus to ensure and incident didn't occur instead of the threatening parties. People who were a part of their party were witnesses saying they did nothing because they were also part of the problem and instigated the situation. The driver would not allow me to take my belongings below the bus. So then when the bus made it to ***********, my luggage was either stolen or lost containing a portable oxygen machine I need for medical reasons worth thousands of dollars. Not to mention my clothing, shoes, undergarments and toiletries. It never made any sense why the person who was in fear for their life and involved law enforcement was removed from the bus. Although Greyhound has a policy for no weapons, there aren't measures in place to ensure that travelers are not carrying weapons like the airport has with ***. The driver committed to taking the luggage to baggage claim area. ******* is lost. I need a refund for my ticket and my luggage returned. This is all in the police report taken by highway patrol. I am requesting Greyhound settle this matter or I will pursue this matter in court

    • Initial Complaint

      Date:06/07/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a ticket for my son to visit. Today which is a week a way from him arriving, they cancelled the trip. Ok, then I just need a refund as I cannot book another bus for that day as they were not available. Nope, they told me they would give me a voucher for substantially less than what I paid and not even a refund to my checking account so I could look elsewhere for other accomodations. Took my money, I will not use that voucher as it doesn't cover cost of another ticket, and also how can they just cancel and do that at a whim? ******!

      Business Response

      Date: 07/09/2025

      Thank you for sharing your concerns regarding the inconvenience you experienced while using our services. We apologize for the delay in responding to your e-mail.

      In response to your concern, our records shows that a refund in the amount of $83.95 for booking number ********** was processed on June 18, 2025 back to the purchasing account. Please be advised that the process takes 7-14 business days. However, the credit can take 1 to 2 billing cycles before appearing on your statement.

      We look forward to another opportunity to demonstrate that we can be the most reliable and cost-effective choice for your travel needs.

      Customer Answer

      Date: 07/10/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took a greyhound bus from *** to ************* on June 4, 2025. It was late and I forgot to pick up my suitcase when I got off the bus. I immediately contacted Greyhound but they have been very unhelpful. No one will talk with me. I filed a claim 3 days ago but no one will talk with me about it. The bus was bound for *******. My suitcase is a silver hardcase carry on with my name and info attached to it. I want them to follow up with me, find my suitcase, and return it to me. I have valuable clothes and other personal items in the suitcase. I have attached my Greyhound ticket with all the bus information. I want my suitcase and I want Greyhound to find it, contact me and return it to me. They have refused to do anything and no contact has been made from them.

      Business Response

      Date: 07/09/2025

      Thank you for contacting our office with your concerns. 

      We sincerely apologize for any inconvenience this may have caused.
      Regarding your concern, please note that Greyhound Bus Lines is not liable for misplaced items or carry-on belongings. However, you can visit the terminal for more information. Passengers are responsible for promptly picking up their property upon arrival and for transferring their belongings from one bus to another during transfers.

      Please visit our website ***************************************************************, you can submit a lost item request and be further assisted.

      Thank you for your interest in Greyhound Lines.

      Customer Answer

      Date: 07/10/2025

      I am rejecting this response because:   

      1. I filed a claim immediately with Greyhound and provided a detailed description of my bag, which was under the bus in a secure location and labeled with all my information. 

      2. Greyhound refused to help me and after numerous phone calls and attempts to get my bag, they simply said they did not have it, giving me absolutely zero help.

      3. I believe they could have easily located my bag. I gave them all the information within minutes of leaving the bus. My bag was locked and labeled with my name and address and in a secure location under the bus. 

      4. I believe they simply kept my bag. 

      5. I and my family will never use Greyhound again and we have previously used them literally hundreds of times. We were loyal customers. 

      I am deeply angry and disappointed by their lack of service and help. I hold them FULLY responsible for the loss of my bag and the contents. Never greyhound again! They lost a whole family of customers forever. 

      Business Response

      Date: 07/14/2025

      Thank you for contacting us regarding your experience. We are never satisfied when a customer ************************* a complaint or displeasure, and we regret you had an unpleasant experience.

      Regarding your concern, please visit our website ***************************************************************, for further assistance.

      Thank you again for bringing these matters to our attention.

      Customer Answer

      Date: 07/14/2025

      I am rejecting this response because:   

      You have failed to provide any evidence of efforts to assist me or to locate my luggage, which was locked and under the bus. I informed you minutes after it happened and your staff and your company did absolutely zero to help me. They only wasted my time and made me  and my large extended family swear off every using your services again. I am also telling all of my friend and people I know about it. You have the worst customer ********************** of any company I have every dealt with in 50 years. NEVER AGAIN. 

    • Initial Complaint

      Date:06/05/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 7, 2024 I cancelled a trip for my mom and brother that my husband booked for them to visit me in ****** **** . I got the voucher and said it wasnt supposed to expire til December 7th of 2025 . Today I tried booking a trip using my voucher which should have been 755$ for two people round trip. The voucher was only applying 170$ when trying to rebook the trip for my mom . Upon that issue we called costumer service and was told on December 30th of 2024 someone named **** ***** basically stole and used our voucher and we have no idea how because we dont anyone with that name . Both me and my husband are veterans and live by honor and courage and have no reason to lie about the voucher being used without or knowledge. After going back and fourth we would either life a full refund or a free round trip for my mom because that trip was paid for 1600$ originally and we only got half of that through the voucher . Im highly disappointed and in utter disbelief that happened because that means who ever allowed this person to even travel and etc was not checking IDs or verifying anything . So please be considerate and work with us in anyway possible to make this work , my birthday is coming up and Id really love to see my mom . I provide images of the dates it was booked and canceled and the voucher . The email you are seeing is my olders brother email and he as well does not know anyone with the name **** ***** . So please help us in the best way you can . Id prefer to have my money back truthfully because this is just to much .

    • Initial Complaint

      Date:06/04/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Transaction May 29, 2025 $227.06 Purchased a round trip ticket and requested a refund 2 days before the trip and was sent an email stating it was nonrefundable after I responded and requested more information and details of how to receive a credit for another trip at a later date and time I have yet to hear back. I called the customer ********************** line and was told that since the trip had passed that I could not receive any assistance and to send a feedback message for the issue.

    • Initial Complaint

      Date:06/04/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am currently in the hospital with a sudden sinus infection I tried to cancel the trip for a refund but they only offered vouchers but i dont normally ride the bus and will not be able to use it again the bus hasnt left yet and is still available to take seats on the website i dont understand why i wouldnt be able to cancel mines I cant help that i got sick and this is a major inconvenience that will make me never use greyhound again

    Greyhound Lines, Inc. is NOT a BBB Accredited Business.

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