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Bus service fails customer

On Nov. 12, I purchased a round trip Greyhound ticket for Dec. 7, from Red Deer to Calgary.

On Nov. 12, I purchased a round trip Greyhound ticket for Dec. 7, from Red Deer to Calgary.

Then on the morning of Dec. 7, I stood and waited in -20C temperature for an hour. The terminal was closed and there was no place to go to warm up. Finally a van pulled up but he was picking up parcels. I showed a man at the bus depot my ticket and he said there is no bus at that time.

I paid another $12 for a cab to go home. I called the customer service line and a recorded message says they open at 7 o’clock. At 7:10 a.m., I called the number again and Porter from the U.S. answered. He told me he could indeed see my ticket information and did not know why the bus did not arrive. He was unable to help me and told me to call another number, so much for customer service. I called that number and they too could see no reason for the bus not showing up.

I was told to call the local Greyhound terminal after 7, which I did. I was told they do not deal with online inquiries, so to phone customer service.

I called customer service and got a terrible line on which I could not make out anything audible so pressed 1 and reached Ranika in the U.S., who I could not understand and was transferred to Miss Jackson, also in the U.S. She was no help either.

Once again, where is customer service?

After more phone calls I learned the 4:45 a.m. time is in fact a truck run and not a bus service.

So I incurred $168 for the conference that I registered for and missed because of Greyhound’s error, plus $24 for cabs, as well as bus fare, which I want to be reimbursed for.

I have since learned this is a common occurrence and wonder why this continues to happen. Where is customer service?

On Jan. 28, I called customer service (Greyhound Canada), located in Dallas, Texas, and they are unable to refund any of the costs except the bus fare. I talked to two people both in Dallas, neither helpful. Their excuse was that the trip, according to the computer, does exist despite my complaint it does not. I have had no response to my letter dated Dec. 7, 2012, from Burlington, Ont.

For health reasons, I am a regular user of Greyhound. I had been very happy with the service but this has forced me to look elsewhere for transportation.

Once again I ask where is the customer service?

Dallas Jones

Red Deer