False Advertising & Terrible Experience

The worst bus experience I have had yet! I purchased 3 Greyhound Premium seats, using their Double Decker Dreamliner link, advertised as providing more comfort and legroom, as I have 2 very tall teen boys that need the leg room. Unfortunately, what I experienced was completely the opposite, and I am extremely disappointed.

The bus that arrived to collect us was a single-decker, and was considerably late, with no proper communication about any delays.

We were told vaguely and dismissively that there was “an issue” with no proper explanation, and instructed to travel to the Johannesburg Bus Station to wait for the “correct” bus.

At the JHB station, we were left waiting, in the drop off zone for busses, without proper communication or assistance, or basic guidance on when the "correct" bus will arrive.

Roughly an hour after being dropped at JHB bus station... I received an sms stating there would be delays with the bus, yet no indication on how long to wait or when to expect the "right bus".

Please also take into consideration that we had no where to sit, and had to keep standing, in the middle of the bus arrival area, with no idea if we in the right place, no idea what time the bus will come, in the middle of JHB CBD! Clearly passenger safety is not a concern to Greyhound either?

Eventually a single-decker bus arrived again, and after being ignored by the bus driver, and reaching out to his colleague who happened to be walking past at the time, he informed me that this single decker was the bus to Mossel Bay — not the Dreamliner we had paid for.

This is unacceptable. The entire reason I purchase Dreamliner tickets is for the advertised space and comfort. Instead, I was crammed into a crowded single-decker bus with no legroom, feeling like a sardine, and having to endour the long trip with a disgusting urine / public toilet smell through the entire bus! (the toilet on the bus is beyond disgusting)

Furthermore:

The bus drivers were rude and dismissive, refusing to provide clear information when asked.

The toilet was in a disgusting state and smelled terrible throughout the journey.

Overall, this was the worst travel experience I have ever had and not at all what Greyhound promises its customers.

I feel misled, disrespected, and shortchanged. This was false advertising, as I did not receive the service I paid for.

I sent an email to their Customer Complaints email (Date: 3 October 2025) I have yet to receive any feedback!?

I've tried calling to get answers but I just get told to send an email, they recon someone will eventually get back to me!?

Im shocked at the lack of customer care, the blatant false advertising (paying for bus tickets for Dreamliner, and being put on a single regular Greyhound bus!)

I therefore request the following:

1. A formal apology from Greyhound for the experience.

2. A refund or suitable compensation for not being provided with the Dreamliner service as advertised.

3. Confirmation of how Greyhound will ensure this does not happen again to other paying customers.

Unless this matter is resolved promptly, I will have no choice but to escalate this complaint to the National Consumer Commission and other relevant regulatory bodies.

I trust that Greyhound values its customers and will take this matter seriously.