Greyhound's customer service veers off course at San Francisco terminal
Posted Sun May 13, 2012 2:37 am, by Jason M. written to Greyhound Lines, Inc.
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Greyhound has been my first choice for traveling between Los Angeles and San Francisco along the I-5 corridor. The drivers are friendly, the service on time, and the terminals are generally clean and safe. Recently, though, I experienced unusually poor customer service at your San Francisco terminal.
On May 7th, I reserved a round-trip ticket from Los Angeles to San Francisco on greyhound.com. My trip left Los Angeles on May 10th at around 11 PM and arrived in San Francisco before 7 AM. The return trip was scheduled to leave at 10 PM the evening I arrived. The reservation process was easy and my tickets were ready for advance pick-up in Los Angeles.
I was originally scheduled to conduct business in San Francisco much of the day, but a few of my appointments ended early and I was left with 8 hours of idle time. I called the Greyhound station in SF and asked if I could take an earlier bus to Los Angeles. The representative told me to come by in person, and so I took public transit to the terminal.
I went to the counter and was told a bus leaving at 5:15 PM had space. This bus would take almost 9 hours and stop several times on its way to Los Angeles, but it was the only option that would allow me to make a 2 AM transit connection (through a dangerous part of the city).
The agent, Reyna, wanted 15 dollars for me to make this change--outrageous, considering the bus was only half full at the time I called. I asked her to waive the fee because of this reason and my frequent ridership with greyhound, but she would not do so. In addition, she started laughing at me from behind the counter while dismissing my concerns.
The operation manager, Jason, would not waive the fee either, and wanted me to call the terminal manager, but Jason wanted me to do the negotiations without him apprising the terminal manager of the situation.
Jason referred me to Ryan, who was supposedly Jason's manager. Ryan would not waive the fee either, and said that I had to pay the fee in CASH and use an ATM that charged $2.95 in fees to withdraw the money! I complained to Ryan about what I believed was a major customer service failure and reluctance to go the "extra mile" for a regular Greyhound rider. He gave me a complaint form, but it bore the terminal address, and so I felt it would be discarded by the same management chain.
The MUNI operators were much more courteous than your San Francisco terminal staff, and I am surprised a public transit agency would trump Greyhound in customer service.
Please refund the 15-dollar fee, along with the $2.95 ATM charge, and consider issuing me a free round-trip ticket to San Francisco in light of what was an unusually bad experience.
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