Greyhound’s POOR customer service on their Coaches, and false advertising.

Travelling on a Greyhound bus right now after many years (over 15 years), and I am regretting every second…

I had gone onto their website to try and check what the best option would be, seeing as I’d be travelling with my 2 children. I am impressed by their Dreamliner Coach, so I call their customer care to get further clarity, book, and pay. No issues at all, until the day of travel.

Our first bad experience was the man loading people’s luggage… no customer service at all, just rude. At some point had my son climb into their trailer to take out our bags and transfer them to the luggage compartment under the bus, which was very questionable.

When you get onto the bus, there is no sign of what you saw on the website… The bus is not in good condition at all, and I don’t know why they make reference to Dreamliner and Mainliner, when there is no difference in terms of space and seat comfort.

At around 19:00, I was on a call to their customer care line to report that we were “suffocating” on the bus because the aircon had been switched off a while back. The air we were breathing was so thick and people were sweating. People were trying to press for assistance, but none of the buttons work.

I got through to them successfully, and they promised they’d call the driver and ask him to switch the aircon back on/ open up the air vents. And the reason why we had to call customer care is because the “crew” don’t check on us, at all. When I last used buses they used to have someone come around with a black bag for passengers to drop-in their garbage, ensuring the bus is kept neat… But not anymore.

Besides this being a terrible and most uncomfortable experience (imagine my kids who are t dad king a bus for the first time), but the biggest issue I have is with the false advertising… If you’re going to make people pay more for Dreamliner and advertise it differently to Mainliner, then stick to your promise of giving your customers a dreamy experience. Don’t give us nightmares instead.