Sorry for the delay with this week’s post – I needed some time to gather my thoughts, along with enjoying my reunion weekend. The job hunt goes as ever, but I feel the need to vent about a customer service issue I had to deal with this week.
I’m attending a special college reunion this weekend that is celebrating the retirement of one of my favorite professors. The event is taking place in a state other than where I live, so I went to the Greyhound Bus Lines website almost three weeks ago to make travel reservations. Come this Tuesday, my tickets had not arrived despite the fact that Greyhound promises a delivery time of “eight to eleven business days” via First Class Mail. I called the customer service hotline to ask about my tickets, and I was told that a Supervisor would be calling me within twenty-four hours with a confirmation number so I could pick up replacement tickets at my local bus station. No phone call had come the following afternoon, so I called again and was given the same spiel as the day before. I called back and asked to speak to a supervisor because I was unhappy with having been given the runaround, especially so close to my date of departure. I was put transferred to the management’s phone number, which rang through to voice mail. I left a message detailing my problem and including my telephone number and the Customer ID/Reference Number that I had been issued. Still no reply. I wound up having to purchase a new set of tickets at a higher price in order to make sure I would be able to reach and return from my destination. I began the processes to request a refund for my original tickets that same day.
Something is fishy when a reputable national transit company like Greyhound is giving its customers this sort of runaround and not replying to ticketing inquiries that close to a customer’s travel dates. It has now been five days since my first call to their customer service, and I have yet to receive a phone call in return. The only responses I have gotten were to my emails, and even those were under par. I explained my issues more than once, and they kept assuring me that I would receive a phone call as soon as the proper information had been generated and suggested that I try calling the service number again. In their last email, I was informed that while they will be happy to give me a refund, I will have to wait until the lost tickets return to the Greyhound offices in the mail. I wonder how long that would take since they were unable to make it to my home address within the suggested reasonable time frame.
I am extremely dissatisfied with the quality of customer service provided by Greyhound. If they truly have a “commitment to provide quality customer service” and aspire to “be the most reliable and economical form of transportation to meet your needs” (both direct quotes from their emails), I would like to think their service agents and management could be more helpful and on the ball when folks such as myself want to take a simple and hassle-free trip. Hopefully they will process my refund as soon as possible. In parting, I would like to congratulate Greyhound Bus Lines for successfully alienating me as a paying customer – I will be perfectly happy if I never have to deal with their corporate strategies and policies again after this incident.