Greyhound are *******

I booked my mother a Greyhound Dreamliner which was supposed to have picked her up from Pietermaritzburg. When I called my mum when she was at Montrose (halfway) she advised me that another bus picked them up (not the Dreamliner bus). The passengers where given some **** story about the bus not being serviced on time. When I called Customer Services to find out what was going on, the agent advised me that what I had heard about the bus was correct and that the Business Class passengers should send an email to Customer for a price difference refund. When asked why they weren't refunding people automatically - the agent told me that when you return items at a store you have to go back to the store. What ****. I booked and paid for this bus ticket over the phone. This then means that if a Business Class passengers forgets to ask for a refund, Greyhound will pocket the price difference. Greyhound stop thieving and find better ways to mage your incompetence's without making it the passengers problems.