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07/04/2013
By: anna.holloway2
Greyhound Bus Lines
On June 21st i boarded a Trailways in Moline ill. This bus was to take me to St Louis in order to continue my trip to the south, to Jacksonville Florida. The ride from Moline to St Louis. was very relaxing and awesome!. However, once reaching St. Louis, it was as if we went from heaven to hell. The Trailways arrived on time. Yet I stood in a line for two and one half hours waiting for greyhound to continue my trip. The customer service desk, failed to contact us and lets us know why the bus was late. The driver once he finally reached St. Louis appeared to be not in the least apologetic. The greyhound finally reached Knoxville Tennesee two and a half hours late. We rushed to get to the next city, which was Dalton Ga. There was maybe a twenty minute stop for refreshments. The next stop was to be Atlanta Georgia to make connections with the bus headed further South. This was not the case. The driver did not call ahead to inform the other bus driver that we was coming. To make matters worse when the driver finally got us to Atlanta, he informed us to contact the customer service staff to find out the connecting bus time schedule. We was surprised to find out that the bus we needed was already there, and by the time we got outside the bus had gone. We had not been in the stationed long. I wondered as with others, why they just did not call the bus back? The customer service staff offered us an unsympathetic apology. they reissued everyone a ticket for the next bus that would leave at 2:30 and it was about 9:00 in the morning, I along with other riders had already been on the bus for almost 20 hours or more. They wanted to give us tickets that would take us all the way back to Chicago, Then back down South, taking an additional 20 hours or more. The constellation for all of this was a meal voucher to eat in the deplorable restaurant that i would not feed an animal in. Myself and three other passengers decide to rent a car. Unfortunately, at that time in the morning, there was not a rental car place available. One of the passenger walked around this strange city and ultimately found a cab who agreed to take us to an airport, where we might find an open rental car service. Yet listening to us becoming more frantic, he offered to drive us four to Jacksonville. We all paid him $100 per person, plus we all provided him gas, breakfast, and dinner. We arrived in Jacksonville about an hour before the bus we missed got there. I talked to the supervisor in Jacksonville about my reissued ticket, that did not include my return fare back to the quad cities. Unlike all of the rest of your customer service team members, drivers included, this supervisor in Jacksonville florida was willing to help. I for the life of me have to wonder, if the people employed by your firm, actually understands what customer service really means. Your people are rude, obnoxious, uncaring, unconcern, and failed miserably at understanding the concept of great service. I originally purchased my ticket in Feb of 2013. I did not bargain for the additional cost i incurred, if only your drivers and customer service teams would have done there job. Does anyone in the upper offices have clue as to how badly customers are treated by your organization? Or do they not care as well? It seems that once you buy your ticket, that you are in their unwilling hands. Does your organization realize that with out riders, that your business will cease to exist? My return trip was Sunday June 30th. I had great fears of a repeat performance. Much to their undeserved credit the ride was decent. Yet all future trips home will be by flight. I hope to never have to take a greyhound for any reason. It will be Trailways or nothing. Yours truly a very unsatisfied and unhappy customer for life!!!

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