Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Greyhound / Citiliner Coach Lines is described as a once-trusted coach brand now failing on its basics. A recurring theme is refund requests that run for months without payment or reply, alongside late buses, unhygienic coaches and downgraded premium bookings. Refunds, Pricing & Value (0.7) and Communication & Complaint Resolution (0.8) attract the harshest criticism, with occasional praise for individual drivers and the Dreamliner.
Top Strengths:
- •Customer Service & Travel Expertise: A small number of customers single out individuals by name, including booking consultant Refilwe, call centre agent Confidance and one double decker crew who checked the upper deck before departing, showing pockets of genuine care.
TrustIndex
1.7
NPS Score
-94
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Greyhound / Citiliner Coach Lines
What do customers say about Greyhound / Citiliner Coach Lines?
Based on recent customer reviews, Greyhound / Citiliner Coach Lines is described as a once-trusted coach brand now failing on its basics. A recurring theme is refund requests that run for months without payment or reply, alongside late buses, unhygienic coaches and downgraded premium bookings. Refunds, Pricing & Value (0.7) and Communication & Complaint Resolution (0.8) attract the harshest criticism, with occasional praise for individual drivers and the Dreamliner.
What is Greyhound / Citiliner Coach Lines's biggest strength?
Greyhound / Citiliner Coach Lines's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Travel Expertise. A small number of customers single out individuals by name, including booking consultant Refilwe, call centre agent Confidance and one double decker crew who checked the upper deck before departing, showing pockets of genuine care.
What are the most common complaints about Greyhound / Citiliner Coach Lines?
The most common complaint about Greyhound / Citiliner Coach Lines, based on Hellopeter's AI analysis of recent customer reviews, is Booking, Changes & Cancellations. Customers repeatedly report paid bookings not appearing on driver lists, Greyhound Premium and Dreamliner tickets served by cramped single deckers, Citiliner substituted for Greyhound without explanation, and missed buses treated as full ticket forfeiture.
Is Greyhound / Citiliner Coach Lines trustworthy?
Greyhound / Citiliner Coach Lines has a TrustIndex of 1.7 out of 10 on Hellopeter, based on 178 reviews in the last 12 months. Hellopeter has tracked Greyhound / Citiliner Coach Lines across 2,250 total reviews. How is the TrustIndex calculated? →
Recent reviews (178)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2021
Bad service of Greyhound South Africa
Just on a bad service of Greyhound from East London to Joburg as of now. We waited for the bus since 17h00 yesterday, we were arranged for taxis this early morning after long exchanges of words between service provider and passengers. Their drivers have attitude and no communication, handling is like parcels in a courier van. Since 17h00 yesterday, we are at Smithfield. I give up.
1 reviews | Active since Oct 2021
Bad service of Greyhound South Africa
Just on a bad service of Greyhound from East London to Joburg as of now. We waited for the bus since 17h00 yesterday, we were arranged for taxis this early morning after long exchanges of words between service provider and passengers. Their drivers have attitude and no communication, handling is like parcels in a courier van. Since 17h00 yesterday, we are at Smithfield. I give up.
1 reviews | Active since May 2018
Terrible 18 hours !!!
I booked a greyhound bus from cape town to vanderbijlpark, they were supposed to give us a dreamliner instead they sent us a single decker bus that was so uncomfortable. The seats cant even recline. We had to sit so uncomfortable for 18hours!!!!!! Never ever will i use the greyhound bus services
1 reviews | Active since May 2018
Terrible 18 hours !!!
I booked a greyhound bus from cape town to vanderbijlpark, they were supposed to give us a dreamliner instead they sent us a single decker bus that was so uncomfortable. The seats cant even recline. We had to sit so uncomfortable for 18hours!!!!!! Never ever will i use the greyhound bus services
1 reviews | Active since Mar 2019
Horrible bus service.
Yesterday I was left at Kokstad by Greyhound,had to pay again cause they told me they are not liable,had to more money to get to JHB,using a different transport,this morning was told my parcels which were remaining in the bus will get them at 12:30.now have to wait 3 more hours for my parcel,greyhound has changed,their service is horrible,not customer friendly,I regret using greyhound,I will never again use it,It was horrible.
1 reviews | Active since Mar 2019
Horrible bus service.
Yesterday I was left at Kokstad by Greyhound,had to pay again cause they told me they are not liable,had to more money to get to JHB,using a different transport,this morning was told my parcels which were remaining in the bus will get them at 12:30.now have to wait 3 more hours for my parcel,greyhound has changed,their service is horrible,not customer friendly,I regret using greyhound,I will never again use it,It was horrible.
1 reviews | Active since Aug 2019
Nadine and Ntombi
⭐ Appreciation for Nadine and Ntombi – Greyhound Cape Town I would like to take a moment to recognize and sincerely thank Nadine and Ntombi at Greyhound Cape Town for the exceptional kindness and compassion they showed toward my nine-year-old daughter. There was a situation where we were extremely worried about her safety and wellbeing. Nadine and Ntombi went above and beyond to assist us. They showed genuine concern, patience, and what I can only describe as motherly warmth toward my daughter. They helped make sure we were able to get onto the 1:30 p.m. bus, and they stayed involved until we were safely taken care of and on our way. In a stressful situation, their actions made a huge difference to our family. It is easy to complain when something goes wrong, but I believe it is equally important to recognize people who genuinely care and do more than what is expected of them. Thank you, Nadine and Ntombi. Your kindness did not go unnoticed, and I truly appreciate what you did for my daughter and our family. Greyhound is fortunate to have people like you. ❤️
1 reviews | Active since Aug 2019
Nadine and Ntombi
⭐ Appreciation for Nadine and Ntombi – Greyhound Cape Town I would like to take a moment to recognize and sincerely thank Nadine and Ntombi at Greyhound Cape Town for the exceptional kindness and compassion they showed toward my nine-year-old daughter. There was a situation where we were extremely worried about her safety and wellbeing. Nadine and Ntombi went above and beyond to assist us. They showed genuine concern, patience, and what I can only describe as motherly warmth toward my daughter. They helped make sure we were able to get onto the 1:30 p.m. bus, and they stayed involved until we were safely taken care of and on our way. In a stressful situation, their actions made a huge difference to our family. It is easy to complain when something goes wrong, but I believe it is equally important to recognize people who genuinely care and do more than what is expected of them. Thank you, Nadine and Ntombi. Your kindness did not go unnoticed, and I truly appreciate what you did for my daughter and our family. Greyhound is fortunate to have people like you. ❤️
1 reviews | Active since Jul 2025
Terrible service and time keeping
I booked a bus for my brother from Johannesburg to Cape Town for the 26 of September. The bus was very late and with no communication whatsoever to inform us on what is ETA for the bus.
1 reviews | Active since Jul 2025
Terrible service and time keeping
I booked a bus for my brother from Johannesburg to Cape Town for the 26 of September. The bus was very late and with no communication whatsoever to inform us on what is ETA for the bus.
1 reviews | Active since Nov 2019
No seat available on a bus - worst experience
Paid for a seat but my son didn't have a seat on a bus from Vereeniging to Durban. The worst service from Greyhound. I believe only a max number of tickets are sold to accommodate everyone.
1 reviews | Active since Nov 2019
No seat available on a bus - worst experience
Paid for a seat but my son didn't have a seat on a bus from Vereeniging to Durban. The worst service from Greyhound. I believe only a max number of tickets are sold to accommodate everyone.
1 reviews | Active since Nov 2012
Cancellation of Greyhound tickets
I bought a return ticket on 28th July 2026, from Pretoria to Mossel Bay, which I had to cancel as my husband fell critically ill and I couldn't use the tickets. I emailed Greyhound on 7th August, requesting a refund. I sent in the forms they requested. I emailed again on 12th August, no reply. Emailed again 21st August, and on 12th September, still no reply. I phoned 3 times, only getting promises. They owe me R1,100.00. I am furious and disgusted at the poor service.
1 reviews | Active since Nov 2012
Cancellation of Greyhound tickets
I bought a return ticket on 28th July 2026, from Pretoria to Mossel Bay, which I had to cancel as my husband fell critically ill and I couldn't use the tickets. I emailed Greyhound on 7th August, requesting a refund. I sent in the forms they requested. I emailed again on 12th August, no reply. Emailed again 21st August, and on 12th September, still no reply. I phoned 3 times, only getting promises. They owe me R1,100.00. I am furious and disgusted at the poor service.
1 reviews | Active since Sept 2026
On going unsettled refund
I submitted a refund on trip that i canceled on time on the 08/06/2026 their policy says they will pay after 21 days. Today is the 15/09/2026 still no luck i sent all the documents i called finally spoke to Myron Chetty that now i cannot reach on email. Its so frustrating sometimes they are offline and iam about to loose hope.
1 reviews | Active since Sept 2026
On going unsettled refund
I submitted a refund on trip that i canceled on time on the 08/06/2026 their policy says they will pay after 21 days. Today is the 15/09/2026 still no luck i sent all the documents i called finally spoke to Myron Chetty that now i cannot reach on email. Its so frustrating sometimes they are offline and iam about to loose hope.