Internal process centric and NOT Customer Centric

Booking online should be such that, customers are guided through the process. with this fast moving environment, we process flights booking, car rental bookings with ease but not at Greyhound...

At this stage as a customer I feel ****** by this company as they have displayed absolute disregard for my experience. Booking online this morning with the aim of getting a relaxed night trip turns out to be horror.

1. booked a ticked this morning with the aim of traveling this evening 2. Booking comes back stating the bus leaves in 2 hours 3. I call the customer line, to rectify this and request a different time slot as I intend traveling in the evening. 4. Call center agent reply: Sorry there is only one time slot and this is from 08:00 am none other. 5. I ask: how come the online process/system doesn't reflect this as I make the booking? I only can travel in the evening? 6. Can I please get the refund? 7. Call center agent: sorry you can only get your refund 72 hours before the trip, anything less than 72 hours will not qualify for a refund. 8. Horror sets in at this time: feeling - ******* taking place and they have a policy and a process in place to justify their view and no empathy whatsoever!

Principle to note: Most reputable brands that use online platforms to manage bookings have a time slot feature as a matter of principle. This to ensure : there is little room for human error and all booking details including selecting time is facilitated by the customer and also to ensure that the customer is guided and protected should there be any issues. If a customer makes an error, they have a process in place to help them rectify or reverse the error. This is what understanding the customer means. Helping them achieve their desired objective.

Greyhound just captures departure area and destination; you would expect that there will be some process to guide you in the vent you make an error, none, you would then expect that there is a process to help you remediate your error, all you get is punitive tone is essence saying you made the error ...sorry your loss!!!

No intention to even understand your circumstances and make things right -- "Make things right" no effort whatsoever.

Utter disappointment and complete disregard for customers.