Picking up a dropped ball

The booking agent made a huge mistake which left my 77 year old father stranded at Durban Station at 5h30 and caused enormous stress and expense to rebook his trip to Grahamstown via air. Team Leader Bridget and her manager JP were unbelievably sympathetic and helpful when I contacted them to complain about the booking mess up. Frequent phone calls, an immediate investigation, acknowledgement of the company's error and sparing no effort to apologise was impressive. Refunding us for the costs - single trip on the bus, taxi, lost night's accommodation and airfare was the least they could do, but it was quickly offered and sorted out immediately. To be fair to Greyhound, my son has made 27 trips on their buses with no problems, and while making such a disastrous mistake with my father's travel date was a huge problem, it was the way they sorted it out, sympathized, understood and made every effort to find out what went wrong and compensate us was great customer care. Thanks Greyhound, and by the way, Dad says that bus seat was the most comfortable seat he's ever sat on!