My friend who works for Greyhound Windsor sent me a package on June 1st 2019 and I only just got it June 12th 2019!! I tried tracking the package but it just kept saying the request to send the package was made on June 1st. I tried calling the number provided 1 877 643 6446 but they just had a recording saying there was no one to take my call. Finally my friend who works for Greyhound Windsor had to call the big guy in the Toronto Greyhound station and the next day I received a call from someone in the Toronto station to tell me my package had arrived and was ready for pick up and when I asked what happened they had no response. Worst service ever! I would not recommend or use there package or bus service again. read more

Internet Wifi didnt work even if its included in the trip description , and customer service never respond about this issue , they just dont care once they get your money. read more

Dear Greyhound, Not just once, but I have been dissapointed 2nd time, since I started using your service 5 years ago. I purchased a ticket on phone & got a confirmation no: saying that I will get receipt & copy of my ticket in email. But there was no email, trying to search for it I got late for the bus too. Driver refused to accept my screenshot of confirmation no. & terminal person refused to print ticket at that time. Called customer care, they refused to refund my ticket, accepting that there's something wrong going on with their mobile app. Well thank you very much for your awesome service, I'm never ever going to use greyhound service again. Your sincerely, not anymore Loyal customer read more

When buying a Greyhound ticket you have to read the fine print. That means that you are not guaranteed an available seat to your destination at the time the bus is scheduled to leave. At the Port Authority bus terminal, the line-up was totally insane. By the time we were there the bus had no available seats, and it seemed we would have to wait for four buses and be stranded there for the whole night in a line-up waiting for a bus to get to our destination with available seats. This is for a 12 hour trip heading to Toronto. The people in control of the lines were rude and did not explain properly their procedures. Thankfully, my mother explained that she was a senior and was able to get us a seat on the second bus. Apart from that, the bus was overbooked big time, and the line-up for the same bus looked like it needed four full buses rather than one. The place itself (Port Authority) was run-down and looked ghetto. The deal I got was $ 50.00 one way between New York to Toronto and I thought, I got what I paid for (along with my senior folks). The internet service was broadband speed and extremely slow. It was so bad that I had to take out a roger's rocket mobile stick for decent speed. Unfortunately, I didn't know roaming fees was $ 6.00 per megabit of usage, and I used 5 MB's by the time I found out about that. When it looked like I could potentially pay hundreds of dollars for looking at video streams on mobile internet, I put the rocket back in it's pouch and closed the laptop computer and just looked out the window. So here is advice....if you plan to use the "internet service" in a Greyhound bus in the States, make sure you buy $ 100.00 pre-paid 250 MB's of roaming because their broadband internet service sucks so much that you'll find yourself using a mobile internet and pay an extra few bucks it if you want to use quality high-speed internet. Also, forget about streaming videos, better to download them at home off your high-speed and replay them on the laptop when you are on the bus. All in all, there is not much redeeming about the quality of service at Port Authority, the Internet service inside the bus, and what this is really a second-rate service that would only be good if you really, really can't afford a better mode of transit, whether it is a train or airplane to your destination and have to eat humble pie. DO NOT USE THIS SERVICE DURING HOLIDAYS WHEN THERE IS LOTS OF PEOPLE, STAY AWAY AROUND CHRISTMAS, NEW YEARS OR THE SUMMER -- I hear it may be better at other times. I will qualify my negative review since I used the service during one of the most busiest times of the year and if other people paid $ 50.00 per ticket from New York to Toronto, then it's no wonder it is overbooked like crazy. read more

I missed my bus to Toronto and had to spend an extra night in because the driver would not stop at Greyhound's new stop in Ann Arbor, MI. I had a ticket booked for a bus from Ann Arbor, MI, to Toronto on July 11th. Upon arriving to their station, it turned out to be boarded up and a small official sign on the fence said "Greyhound Ann Arbor has moved", with a map indicating how to get to the new location from the defunct one - a couple of blocks away. Seems reasonable enough, so I followed suit and went to the new station. Unfortunately, the bus driver had a different idea, and instead of arriving in the new location - advertised by Greyhound itself - chose to stop at the closed station instead, causing me to miss the bus and look for accommodation for an extra night in Ann Arbor in the middle of the night. Despite not personally seeing the bus driver pulling over in the old station, I know this was the way things transpired because with me at the new station was a couple waiting to pick up someone who was getting off of the same bus, and he called them from the old station to say that he was dropped off there and that the bus driver refused to go to the new stop despite his pleads (after getting off the bus he saw the sign and advised the driver), with the driver responding that he'd "never heard of this and does not care". By the way, independently of pulling up to the wrong station, the bus was one hour and 30 minutes late. So this whole thing had happened at around 1am. Bottom line - I missed my night bus to Toronto because of an apathetic / uninformed Greyhound bus driver and a company that is being run in a way that ends up with them sending passengers to wait for a bus in one place in Ann Arbor and have the bus driver stop someplace else, without any notice. Thanks for screwing up my night and my ride, Greyhound. Never travelling with you in the US again. read more

Greyhound? More like snail. Their buses are hardly ever on time (not just 5min late, it's usually closer to 30min late) and their service is terrible. Have run into ticketing staff and bus drivers with nasty attitudes. Do yourself a favour and ride with a different company. I would recommend taking the GO bus or megabus over them anyday. read more

The only downside is that they close at 1am and they kick you out even if it's in the cold winter and you have a baby..but ither than that stay in all the creeps are outside. Platform 3 goes to Ottawa and the last bus that goes to Pearson Airport leaves at 9:35pm..so is it worth paying for an hotel room (at 160$ for a few hours) no! read more

After an incident on one of their buses last night, I can safely say I will never travel with them again. We were delayed an hour without explanation at a truck stop (told it was a 15 min break). A new driver boarded the bus and an elderly passenger asked why there had been such a long delay. The driver rudely told him that passengers do not set the change over times for drivers. When the same passenger politely asked why we had been told to reboard in 15 minutes, this new driver raised his voice and threatened to kick him off the bus and leave this elderly man stranded in the middle of nowhere at 4 AM. Another passenger kindly tried to clarify that the query was not said or meant rudely but this only made the driver more visibly upset and irate. Not that Greyhound is known for their service, but this was way too far. read more

Honestly i had the worst experience EVER with greyhound. I bought a ticket that needs to be printed in the greyhound station in Canmore as we were tourist i booked the last bus and the woman did not tell me the bus terminal closes at 5:30 pm. So i wasn't able to print my ticket out when i called customer service she said it was going to be OKAY and the bus driver will allow me to print the ticket out in my destination terminal which was in calgary. So then i went back outside and waited for my bus boarding time was at 9:40 PM and it was 10:15 PM and still NO bus. It was rainy, cold and dark and I had no phone service as we were in a different province and I hate to use the woman card but it was scary being the only one waiting at that bus stop. I went into the ART PLACE which had WONDERful staff who let me use their phones and when i called my hotel to see if anyone called for me she said greyhound driver called and said the bus was cancelled. YOU'D THINK THE CUSTOMER SERVICE WOMAN WOULD HAVE TOLD ME THE BUS WAS CANCELLED. I was so frustrated and i looked out the window and i see the greyhound bus didn't stop at the terminal just continued driving fast by the stop at 10:30. IF the bus was cancelled one i should have been notified even by email or for God's sake the bus driver should have gave us the curtesy of waiting at the bus stop for us. I had to catch a cab in Canmore to get to the airport which costed me 175 dollars and all customer service can do is refund me my ticket. The worst company ever! Horrible experience i will never ride with greyhound again. I've been told that this wasn't the last time this had happened. Thank Goodness for the Arts place and their staff they were so wonderful and assisted me in every way. read more

I've taken the Greyhound many times since its pretty much the fastest way for a student like me to travel back and forth from University of Waterloo to downtown Toronto. I do admit that the bus is decently comfortable but I would definitely NOT take the Greyhound if there was any other options. I have taken the GO buses and find them much more efficient. But the travel time by GO between waterloo and toronto is just so much longer. I just feel like if you take the Greyhound, be prepared to wait out in the cold for a long time. Not only do they insist you arrive an hour early to start the line-up or risk not getting a seat, nevermind the fact that you've already paid for a ticket, the buses are OFTEN in fact ALMOST GUARANTEED to be late. I have once waited 2 hours for the bus to arrive then had the bus driver drive in the slowest manner I've ever experienced and ended up late for the event I was travelling to toronto for. TAKE THE GREYHOUND ONLY IF YOU DON'T HAVE ANY OTHER OPTIONS. AND BE SURE TO BUS A TICKET FOR AN ARRIVE TIME HOURS BEFORE YOU ACTUALLY HAVE TO ARRIVE TO ENSURE THAT YOU ACTUALLY GET THERE ON TIME. read more

TERRIBLE CUSTOMER SERVICE! SOME DRIVERS ARE TERRIBLE! I bought a ticket for Brantford to Toronto and the seller gave me a ticket for Brantford to London for 2:35pm! When I called Greyhound about the mistake, it took forever to get to talk to a person and she was nothing but rude. She told me that I had to go back to the kiosk where I bought the ticket, and even after I told her it was closed for a holiday she told me I was wrong and that it was. It was obvious she had no idea what she was doing and just looked up the hours on the online website! The kiosk WAS closed and after calling and trying to talk to a customer service agent again to tell them they had to do something about a ticket the WRONGLY sold me and was given a big 'Well too bad' response. TERRIBLE service! They need to get like the rest of the modern world and stop with those ridiculous printed ticket rules! My boyfriend tried to get on the bus and couldn't find his printed ticket. He feared it fell out of his pocket and even after trying to explain to the driver and having the whole ticket email on his phone, SHE REFUSED TO LET HIM ON! This screwed up his entire travel, he missed his $80 transfer bus because of her and STILL NO REFUND! Some of the drivers are very honest, hard working people, but the most of them are just miserable people! I took the bus once and the driver took the tickets from International students that are new to Canada and don't speak English very well and forced them to stand in the AISLE because the bus was so crammed full! Not only was this EXTREMELY DANGEROUS, but the driver was fully taking advantage of people! What is there was an accident?! Terrible practices, laziness, recklessness, bitchy and rude drivers, just the worst! Just take the train! Spare yourself! read more

If I could give this station a 0, I would. I took the Greyhound at least once a month for a year when I was a student (~3 years ago) and my boyfriend moved to Toronto for work. I had many annoyances, like when they set up the ridiculous "Express Lounge" and the whole Express procedure that went along with it, but never anything quite as awful as my latest experience. I bought a car to avoid having to take the bus anymore, but it was in the shop when I needed to take a trip this past weekend. They had a discounted rate online for buying early... great! I looked at the schedule the night before, everything was still good to go. I had an Express bus at 8:30am. Got to the station at 7:45am, looked at the departures, and it gave me the same info, 8:30, Express. Instead of a gate #, it stated "Red Express Lounge", so I went and sat in the familiar seats, and waited. No one was lining up at 8:20, so I went to check the screen again, and by the time it got back around to the beginning of the schedule, it told me my bus was boarding at whatever platform, let's just say #8. So off I go to #8, which has a HUGE lineup. Everyone around was boarding for a different destination, so I just waited. And waited. I even called some friends to see if the website listed a delay or something, since I didn't want to leave the line to go back inside. No information. Finally a bus shows up, and the line starts moving. A woman is asking everyone their destination, and when she gets to me, I tell her. She looks at me like I'm insane and says "That bus left at 8:30, go get your ticket reassigned" and walks away from me. Totally rude and unhelpful. So I am feeling kind of sick at this point from lack of sleep and not eating, so I grab a juice and sit for a while. I get in the line, and when I get to the counter, I tell the girl that my bus that was Express changed and I wasn't notified and missed it. She also looks at me like I'm an incompetent idiot and says "The 8:30am bus isn't always Express, you have to ask" WTF? Why would I wait in line to ask someone about a bus that's listed as Express on the screen? And it's not like an employee is easy to find anyways, I saw none except the ones behind the glass. Just stupid! I argue with her, because I am NOT paying to have my ticket reassigned, and she finally agrees to do it free of charge. She gives me a form to fill out and says "Under 'Reason" just put that you were confused" Screw you lady, I wrote what actually happened, I was not confused, you guys changed the schedule and didn't notify anyone. The stupid Express seats are turned away from the screens, and it's not like I thought I needed to sit and stare at it for half an hour in case something changed. Long story, I know, but it just goes to show you how terribly they run this station. The whole Express service is crap, it should never have been implemented. And the employees need to be trained in customer service, because all I got was bad attitudes and rudeness. SO GLAD I have my car, and I hope to NEVER take a bus again. If I can't drive, I'll pay more to take a train to avoid this place. read more

Completely inefficient organization Last thanksgiving not enough buses for students leaving yorkdale heading to london By the time my daughter got on the bus, it was 90 minutes late! This year my daughter had a 5pm ticket for london from yorkdale and the bus was over 2 hours late, no explaination no reason given Definitely a monopoly in dire head of some competition! read more

I have never in my life received as horrible a service as lamehound in my life. The employees are extremely rude and they treat you worse than cattle. Plan to have your day ruined by not getting to places on time as scheduled and this happens everytime I choose lamehound. I would pay the extra $10 with VIARAIL to get to places on time and treated with respect by real human beings and not farmers trying to gather the herd to be loaded onto buses. By far the worst experience dealing with employees from this terminal specifically. I won't mention names but the female immigrants that work there represent your company in the worst way possible. I will make lamehound my last choice. read more

Can this be less than one star? So many bad experiences with Greyhound over the years. Only take it if you have to. There is always a service fee and taxes, whereas GO lists the full prices outright so keep that in mind when price comparing. read more

Worst bus service, terrible policies. They don't even allow you to give your ticket to someone else. Money grabbing bus company

I would give zero stars if I could..... I booked a trip back in April - my only option was Greyhound because it was to get to a small town in the middle of nowhere. 2 days before my trip Greyhound called me to let me know my trip had been cancelled - No further information on how to obtain a refund or even if I could. I've now called them on 4 different occasions and have been fighting about getting a refund on my ticket. Now let's be clear THEY CANCELLED THE TRIP ON ME so I should be entitled to a refund. Every time I call its the same circus... on hold forever then the person on the other line comes on and gives me a reason why the refund hasn't been processed. I want my refund back and I don't want to have to keep calling them and wasting my time to find out that it hasn't been processed... and "Sorry ma'am we will have to escalate this" Who are they escalating it to? It's never been escalated as I still haven't gotten any type of resolution. I've hit a wall of who I can talk to to get answers. No social media presence, no corporate office contact information... email address bounces back every email I send. Awful experience. Awful customer service and business practices. Avoid booking with Greyhound at all costs. read more

Route Toronto -Ottawa Friday dec 2, 2016 Amazing customer service. It was my 9yr old son's first trip alone. He was well taken care of. Big thanks especially to the driver Mr. Big Bob. THANK YOU kindly!!! read more

This review is for Buffalo Airport to Toronto. I usually use Megabus but they were sold out of my time slot so i opted for this service with the 2pm pick up there. It was $16USD for the one way trip. Please note there is no signage of where they pick up so just wait around the Megabus area. The bus came 2 hours late with it being partially full. I made it on. The seats and such were very uncomfortable to sit on the bus driver was subpar not awful, not amazing either. The Greyhound bus stops everywhere!! There was too many stops. The one stop in Niagara Falls i felt bad for the customers waiting. The bus was already full and people were already pushing to be in front to be notified they had to wait another 1-3 hours on top of the already 2 hours from waiting. I gave an extra star because they had a stop at Yorkdale Mall which was ideal for me but the total trip was 8 hours. Wasted half a day here. Do yourself a favor book MegaBus only. You will regret GreyHound! read more

I had ride by greyhound from Ottawa to Toronto, at actinolite stop driver should be Chang and the second driver be late one hour, he was very rude, he didn't explain about his delay and never apologize, I don't recommend this line to anybody, read more

Out of all the transit systems greyhound is by far the worst. From rude bus drivers to no accommodations to buses breaking down I have had one too many terrible experiences with this company. Will not be using ever again. read more

This greyhound is ridiculous I purchase a round trip ticket from Las Vegas to LA and I decide to chance the time of my return ticket and this stupid stuff from Toronto station with the Merchant ID #210671 cancel everything without my knowledge I double check with her before I left the station and she said everything is ok just show your paper with them once you get there,so the time I was boarding in Las Vegas station I found out that she cancel the ticket , So my whole trip was ruined for her stupidity , all I can say this greyhound cannot be trusted and very poor customer service. I will never used greyhound anymore for this experience to them read more

Absolutely disgusting experience from New York to Montreal. Bus was filthy and not serviced in Albany. Got off the bus to a luggage person swearing at the driver and customers under his breath. Inside, the place stank and the toilets looked like they hadn't been cleaned in weeks. The restaurant needs major overhaul, despite staff being polite, they are understaffed and made to serve cheap junk food which is an affront to the persons travelling. With such great food options available everywhere there is no excuse. Greyhound is ripping off its customers and treating them like third rate citizens. If you want to attract new clientele or retain old ones, this isn't the way to do it. No more! read more

I encountered a very rude ticketing agent. They must have a very strong union at Greyhound. I wish I had got his name or asked for the manager. However, the way he was talking, he clearly couldn't care less. read more

I took the greyhound bus from Toronto to New York. My bus was supposed to leave Toronto at 10:30 pm, but the greyhound service is so unorganized that I had to wait for almost 2 hours and my bus left around 12:30 am. The staffs here just lack proper time sense and they are extremely rude when asked a question! The staffs at the station in Toronto and Buffalo are extremely non cooperative and they keep yelling for no reason which is extremely shocking to see! Even the representative at the Toronto Pearson airport that booked our tickets was inefficient and impolite. The service has become absolutely terrible with no sense of time and the staff and supervisors around look like they don't care. The service has been deteriorating continuously day by day! Terrible service! read more

HORRIBLE! On June 30th I decided to go on a trip to New York from Toronto with my family. We bought four tickets to New York, with our bus departing from downtown Toronto, Canada at 9:15 pm. When we came to the station, we were greeted by an approximately 400 people line waiting for the same bus, scheduled to leave at the same time. Needless to say we weren't happy, but they ran buses fairly quickly and we got onto the bus (number 1330) at around 10 pm. Fast forward past the 3 hour long border crossing process we stopped at a gas station in Gouldsboro, PA at approximately 9:30 am. The driver told us the stop will last for 10-15 minutes, after which we would continue busing to New York. During the stop our driver hopped onto another bus and drove away, leaving 48 passengers stranded with no information as to what happens next. Fortunately there was another Greyhound employee in the area who refused driving the bus, but stated that the other driver is just around the block, and will be here any minute. After waiting around for two hours we asked the Greyhound employee her employee number, which she refused to provide along with any other information such as her name. She then restated that the driver is just 2 miles away. Two hours later (total of 4 hour waiting at the gas station) the same driver came back, again refusing to provide any kind of information such as his employee number which we needed to report him to his superiors. The driver sat us on the bus, hopped off and drove off on now ANOTHER bus once again, leaving us. 10 to 20 minutes later the new driver comes up and we arrive in New York 2 hours after that crap. For the whole time all three employees acted like they are doing US a favour by actually taking us to our destination. Due to their negligence we arrived to New York at around 3:30 pm instead of 7 AM as planned, and thus were late for events we bought tickets for. Of course the employees responsible for this won't be punished because they flat out refused providing any sort of identifying information. As an insult to injury, the manager of Greyhound at the New York station did not answer any questions as to what happened, and refused giving numbers of any of the employees involved (even though drivers stated that we will receive their numbers if we inquire at the station) Clearly everyone on the bus was infuriated by their actions, but we were unable to do anything on the spot, and Greyhound people working there simply laughed at us. I will NEVER, EVER use Greyhound again. I'd rather drive for 10 hours than go through that bullshit again. read more

I took the Greyhound round trip from Toronto to NYC and back, and believe me, their service is terrible. I had printed my tickets out at home and went to the station. I sat in the station then 10 minutes later, realized that everybody who was supposed to be on my bus was already starting to line up for the bus... doesn't anyone put up somewhere that its time for boarding? The screen showing the times for the busses was no help at all. And then it gets worse; I line up for about 15 minutes, finally get to the front of the line and I give the driver my ticket. He said he was going to take it and I said 'wait... I printed my tickets double sided to save paper at home' so I needed it back to board at the next transfer... and he just said again 'well I need to take the ticket to let you on the bus' excuse me? There is a barcode on the printed ticket so I assumed they would scan the ticket... I didn't know they were going to just take the ticket without checking if its a real ticket or not, what if I just photocopied a random ticket with a random barcode on it to get on the bus? So this happened to a couple of other people as well so we all stood at the side waiting for someone to go photocopy our tickets for us, and by the time they were done, there was barely a seat left on the bus as they allowed everyone else to go on while we had to wait. The site should have said 'please do not print your tickets double sided or else we will make you wait 10 minutes while the rest of the line up goes onto the bus leaving you at risk of having no seat and wait for the next bus to your destination' They had completely overbooked this bus as there were some people sitting on their bags or backpacks in the aisle of the bus... On the way back, it was just as horrible. I went to the station in NYC and saw the longest line up ever for the bus I had to take, just my luck. All the other busses had about 10 people waiting for it... Many people in the line up were complaining as the bus would have a stop over in Syracuse and many other places before finally reaching Toronto; this was the reason for the crowding as they had ONE route for 8 different stops in between. Many were not going to Toronto at all and only had to go about 3 hours north of NYC but they would have to crowd with everyone else nevertheless. I was, to my surprise, lucky as I was the last person to get onto the first bus that came leaving what seems to be a line up to fill the next 2 busses groaning and complaining. I was 2 hours late from the scheduled arrival time in Toronto. read more

Worst unreliable service ever.... Bus to niagara from toronto was supposed to be at 9:15 but the bus arrived only at 10:20. There was no intimation no information provided absolutely nothing . The agents on duty says we never know how many people have booked and jow many buses ate needed , based on turnout we have ordered for the bus to arrive from garage. Can you believe such an excuse ? How can a bus company not know how mny tickets they have sold online .... First and last experience with them ..... If you would like to wait around in bus stands, then Greyhound is the bus line for you. If not never ever book you trip through these guys .... read more

It's so depressing that Greyhound is the only bus service allowed to operate on popular routes (like Kitchener to Toronto) and they do SUCH a bad job of it. Rude drivers, terrible service, unexpected extra charges. Bad, bad, bad. I really wish there was some alternative. read more

For some reason they have a government-protected monopoly on many routes; this apparently lets them get away with lying about prices. For a ticket from Toronto to Guelph, for example, on the web site, a "service fee" is added to the price after you've entered your personal information and credit card data, several steps after the "price per person". (The company absurdly argues that they need to lie to you about the price because this separate "fee" is for offering not only a bus, but a bus station!) This false advertising about prices is unacceptable and presumably illegal. Not to mention the insane 18-dollar "gift ticket fee", specially designed to exploit the poor and vulnerable who need help from family or friends to buy their tickets. If you don't buy your ticket from Toronto to Guelph at least two hours in advance online, you pay 30 dollars for a non-refundable, non-changeable ticket to ride less than 100 km. Enough of this abusive private monopoly! It's time for public service, market competition, or both. read more

Greyhound is the worst bus service ever. The amount of times they have screwed me over is countless. Their customer service is extremely awful. It sucks that they are so widespread and are known as one of the most preferred bus services because they are completely unorganized. For whatever reason I keep going back to them and every time I leave extremely DISAPPOINTED. For the love of God stay away from Greyhound as much as you can. read more

Have not used greyhound for 20 years, but thought I would treat myself,and save driving between London and Windsor. What a mistake!! When do your busses ever get cleaned? Could not see out any window because they were caked with dirt. Inside the bus there were no garbage bags and garbage and dirty tissues were stuffed in every crevice. Went to use the washroom and turned around and went back to my seat. Absolutely filthy, not fit to be used, appeared to not have been cleaned for a year. What an embarrassment for Canada, and for visitors to Canada. Never again will I use greyhound. This company should be shut down by health Canada. I will be using via rail Canada from now on. read more

I had a reservation from Philadelphia (December 23, 2017 4pm) to Toronto (December 24, 2017 6AM). I checked-in my two luggages (paid the 15$ extra luggage). In New York, I did shift my luggage to the new bus when I switched the buses. However, Greyhound lost my one luggage. At canadian boarder, I saw only one of my two luggages and the driver said me that he DROPPED my luggage in Buffalo (I do not know WHY). I complaint at the Greyhound customer service that one of my luggage is lost (I filled the complaint form and the form for boarder security); however, I heard nothing from your team yet. I also called Greyhound customer service but of no avail. Please update! ------------------------ MY TICKET BOOKING CONFIRMATION NUMBER: 61687953 CHECKED-IN NUMBER ON MY LOST BAGGAGE: FO488945 BAGGAGE DETAIL: A LIGHT BROWN CARD BOX HAVING A CLOCK IN IT AS A GIFT FOR RELATIVES (to be given on New Year!!!) ------------------------ UPDATE 1 dated Dec 24, 2017: I registered complaint at the terminal in Toronto. The staff gave me no complaint registration, no feedback, nothing. I have no proof that I registered a complaint. When I asked for a proof, they said "It's in our records. It will take 4 days." UPDATE 2 dated Dec 29, 2017: I called Greyhound customer service and they gave me a complaint registration number 29039266 UPDATE 3 dated Dec 31, 2017: I called Greyhound customer service again and they said it will take 90 days to search for the package. This information contradicts with 15 day information written on their website and their customer service at Toronto who said that it will take 4 days. read more

Do NOT travel on Greyhound if you have any other choice. The information you get online is apt to be wrong, the "customer service representatives" on the phone seem under-trained, not all of them are getting the same (or accurate) information and you wind up spending a lot of time and energy on what ought to be a simple straightforward process. Here are two examples. The first from September 2017 when my wife and I wanted to travel from Toronto to Kingston, Ontario. The information I got, both from the website and from the agent on the phone, had us taking the bus for 8-12 hours - It SHOULD take about 3.5 hours! - and costing, unbelievably, hundreds of dollars!!! ... My wife and I wound up driving. And just last weekend my daughter was visiting us for her baby shower in Toronto. On Saturday November 11th she made an online booking with Greyhound for travel back to Ottawa. Everything seemed to go through, but the email confirmation she was promised didn't show up. Early Sunday morning she got on the phone to confirm that all was well. It wasn't. Her bank confirmed that the credit card charges had been sent to Greyhound, but Greyhound couldn't find any record. Over at least three long phone-calls with Greyhound, this nerve-shredding comedy went on all morning -- 2.5 or 3 hours in total! At one point she had to repeat the spelling of her name for the agent on the phone 3 or 4 times! Agents seemed to have different information, or none at all. They seemed to have no protocol for fixing the problem. Finally, one of the "superiors" she had asked to talk with promised a free trip for all the trouble my daughter had gone through. Great! Unfortunately, this hypothetical "free ticket" couldn't be released for 48 hours and, meanwhile, my daughter had to be at work 9 AM on Monday - the next day Do I need to say this was all very stressful for my daughter who is 7.5 months pregnant? She and I were looking forward to breakfast and some relaxed visiting before having to get to the bus station. This plan got highjacked because of bad internal record-keeping and communications at Greyhound. There seemed to be no other reason. Finally, we threw up our hands and bought a more expensive -but easy to book! - seat on a VIA train. Greyhound once provided reliable service for decades: Certainly my children and I travelled between Toronto and Ottawa without any trouble many times in the 1990s. But my daughter and I won't be going Greyhound again. The communication with customers, and between Greyhound staff and websites, is terrible and gives me the strong sense that the company is failing. (This MAY change, but as of Sunday November 19th, the money released to Greyhound by my daughter's credit card company has still not been returned to her.) read more

Drivers and staff can be really rude and callous. Strict policies on tickets (non-transferable, no exchange, etc) contrast with buses that run late, break down, overbook, etc. I try never to use Greyhound unless it's the absolute only option. Go Transit is so much better, and often cheaper - 9/10 times I take the Go bus, even if it takes longer, just for the better care and customer service. read more

My mom was supposed to travel from Scarborough, ON to Ottawa, On on Sunday, April 15. As some may know, most of the province was under special weather conditions. GTA had snow and freezing rain. I called Greyhound customer service on April 14 asking if any trip cancellations expected. They told me that I could only know that next day and suggested to talk with Scarborough station. I tried to reach Scarboto and Toronto stations on Sunday morning. When in Toronto I got to "speak" to an answering machine and no respond in Scarboro. I called Customer service to ask how I can exchange the ticket as my mom was not able to get to the station due to the bad weather. I called 5 times and every time the respond was different. Last call just before the bus was planned to leave the respond of customer service representative was, that I can exchange the ticket with no additional charge because Scarboro station is closed due to the weather conditions. The representative said that the manager will talk to me. I was patiently waiting on the phone but the call interrupted (well that was expected..). Unfortunately, at the moment of this last call I didn't know when is my mom's next available time to travel. The representative said that the ticket can be exchanged by midnight April 15. I call customer service center once again later that day. BUT I have been told that this is not possible. The bus left the station with slight delay and I can't exchange my ticket without penalty. I mentioned that this is what I have been promised. The lady said that they can listen to the recording but they won't be able to exchange the ticket without additional fees. She asked me to call in 3 hours. And I called. And they said that they were not able to find the recordings of the calls I made earlier that day. It turned out that there is several Customer service centers all outsourced and all are not in Canada. And anytime you call you basically get to the different center. My ticket hasn't been exchanged. I spent at least 4 hours in total with Greyhound. I NEVER HAD SUCH A BAD SERVICE BEFORE. read more

We were booked on a bus from Toronto to Niagara Falls but due to technical issues at the airport we missed the bus by 5 mins. When I asked the lady at the desk all she said was that we would have to pay a charge to change the ticket to the next day as this was the last bus that day and find somewhere to stay in the airport. I was shocked at how poor the customer service adviser was. I then tried to obtain a refund but they have refused. I am aware it wasn't the fault of the bus company but feel let down as it was also not our fault. I would never use greyhound again and would not recommend them to anyone else. read more

I bought a ticket using not personal credit card, and got billed extra 18$! This didn't show this up at the online website. They need to fix their website. What a ripoff! read more

I purchased a ticket online for travel from Mississauga, ON to New York in November of 2013. My bus never showed up so I had to get taxi urgently till the airport and buy tickets to fly to New Yourk to get another flight. Greyhound refused to refund tickets($156).I spent additionally $192($42-taxi and $150 air fare). Don't ride Greyhound. read more

The last Greyhound bus trip I took was the return leg from Mexico to Vancouver, BC, around 2007 during the takeover of Greyhound by a Scottish company. The new owner was improving the line, but from the east coast to the west, so unfortunately service in the west was horrible. I met a line-up of would-be riders who had waited for 12 hours for a bus. First, a bus came, but no driver. Then a driver arrived, but the bus had been taken away. Our bus driver was late and told us that he did not have time to make the scheduled rest stops, so we were trapped in our seats for many long hours. After I got home, I noticed that my toes were numb, whereas they had not been at the beginning of that leg of my journey. My toes are still numb from that bus driver's unwillingness to stop as scheduled, and it's 2016. Greyhound created a major health issue for me. Apart from that, there was a 2-inch gap between the edge of the door and its frame. It would not close. People could, if they wanted to, see you when you were on the toilet. Thankfully, everyone was respectful of what little privacy there was. read more