HORRIBLE HORRIBLE SERVICE FROM GREYHOUND

The below email was sent on the 6th of September, up until today Greyhound has not corresponded with me in any way other then the investigation will take place. I'm not going to forget about this unpleasant incident. It still haunts me! Horrible Horrible service ___________________________________________________________

From: Rochelle Carolus ********** Sent: Thursday, 06 September 2018 1:05 PM To: Angie Methebula ********** Subject: Formal Complaint - *** Good day Mz Methebula It is with great disappointment that I have to write this email. Greyhound has always given us great service and I’ve never had to get to this point. But I am appalled by the behaviour of your hostess on bus number 2808 - Registration number CM86ZN GP, travelling from Port Elizabeth - Cape Town. Under no circumstances should a passenger feel threatened, unsafe or neglected by *********** staff members. I have always felt that Greyhound gives excellent service but after the experience with your staff, I will rather fly to PE or better yet not board the bus if this hostess is on board. Disgusting service, acting as if the passengers are beneath her the way she treats them. The heating system was faulty, my friend complaint because it was extremely hot and asked if the heater can be switched off, it affected our breathing, the hostess confirmed the heater was faulty and there was nothing that she could do at that stage (the feedback wasn’t the problem the attitude was), the second time I reported the extreme heat wave was when the passenger had an asthmatic attack. To my dismay I was greeted by an already irritable hostess as she was busy with a personal call, she asked what the hell was she supposed to do with the heating system, I screamed back that she should do her job! At this point, the passenger peed all over the bathroom floor into the entrance hall (this was only cleared 1hour later as I watched her – mean whilst a female passenger was forced to use the toilet as is). The passenger could not breathe and asked the hostess to open the door for him, at this point we were stationed. Never did she come to check up on the passenger, nor assist the passenger, neither did she have empathy towards the situation. Instead, she was disruptive, threatened to kick me off the bus because I was in panic mode, which escalated because she was unhelpful. Later on, I was asked if I wanted a coffee in an aggressive tone, where is this woman from, where did she get her training from, who is she talking to better yet why is she behaving in this manner? If I recall my training in the customer service industry, my first response to a frantic situation would be to 1. calm the passenger down, 2. reassure the passenger that you will do everything in your capacity to assist with the problem, 3. Analyse the situation, 4. Find a solution for the situation, 5. Show compassion and empathy towards the situation, 6. Reassure NOTHING of the above was done, I was sworn at, screamed at to shut up. Never once did she assist the passenger who was wheezing and short of breath. Never once did she come to check up on the passenger. Never have a felt so unsafe with a bus travelling over the speed limit, an overheated panel, and a rude, obnoxious, arrogant hostess. I am disgusted. Never ever again will I travel with her as the hostess even if that was my only option to get home. I want a formal apology from this hostess via a phone call. I also want this hostess to be desk bound and not be able to work as a hostess ever again. Under NO circumstances should this EVER happen again, EVER! Kind Regards Rochelle Carolus ______________________________________________________________________ From: Angie Methebula ********** Sent: 6 September 2018 1:14 pm To: Rochelle Carolus ********** Cc: Thulile Makhanya ********** Joyce Stevens ********** Subject: RE: Formal Complaint - ***

Good day Rochelle Thank you for taking the time to writing to me regarding the unpleasant trip you had in one of our services. The allegations brought to my attention will be investigated and we will revert back to you soonest. Kind Regards Angie Methebula Greyhound & Citiliner Reservations +27 (11) ********** +27 (11) ********** +27 (87) **********