Don't leave the driving to Greyhound!

Monday, May 12, 2008

The story of how Greyhound Lines, Inc. ruined my 7 month backpacking trip and the hell I went through because of Greyhound corporate policies.

After booking my ticket online, I arrived at the Shreveport Bus station where I at the misfortune of having Gloria, an older lady who apparently has been working at this bus station for a number of years and has gained the reputation of “she’s just mean.” Usually I write down my confirmation numbers for things, however, I didn’t find the Greyhound ticket confirmation number among all the other numbers I wrote down for my trip to Panama. Gloria, who apparently didn’t want to provide any assistance which would take her away from being able to watch her Television show or do anything that required thought wasn’t able to find my ticket information. I’m sure it’s because she didn’t know how to utilize the computer system. Then it was a 15-minute wait on the Greyhound 800 number before I was able to reach a live person to provide assistance. I was finally able to obtain my confirmation number (2969150101) and returned to the then extremely long waiting line at the ticket counter. It seems that Dorothy and Gloria were more involved in having a conversation about personal things and watching the television then assisting customers, and Dorothy kept going back to the other office and didn’t help with the long line of customers. Almost everyone in line was complaining about the bad service. I was finally able to reach the counter after a 20-minute wait and obtain my ticket. I’m not sure what the form was that I signed, but I believed it was the confirmation signature for my ticket purchase.

The time came to board the bus, so again I waited in line. I set my large backpack in the line for the baggage handler to load it on the bus. I waited to watch to make sure it was actually loaded on the bus, which it was along with a number of other bags. Thirteen hours later I arrived in Atlanta, the first stop that required a change of buses and where I was to claim my large backpack so I could check it on the next bus. However, my backpack had been taken off the bus that I was on some where along the trip. I complained at the ticket counter, they sent me to a man in customer service and he sent me to check with a man in the baggage department. My backpack wasn’t to be found. Not one of the employees of Greyhound were concerned that my backpack had been taken off the bus and informed me that I couldn’t file a complaint until I reached my destination. While I was complaining to the baggage handler he proceeded to inform me of Greyhound’s policy about baggage, that they would often remove bags from a bus to make room for their express package deliveries, or other bags and then put the removed bags on another bus which would arrive at a different time than the bus I was on.

On Tuesday, May 13^th, I arrived in Orlando, Florida, and wasn’t surprised that my backpack wasn’t there. I complained at the ticket counter and was finally able to get a complaint form, but according to the form it was to be completed by a Greyhound employee and not the customer. I completed the form and handed it to the lady at the ticket counter who just threw it on the counter. The only employee that even tried to provide service was George in Orlando. No one at Greyhound was able to inform me when my backpack would arrive and because I was supposed to be catching a flight early the next morning for Panama I couldn’t wait. Well, this and the fact that while on the bus someone stole my wallet and the bus driver (Cleveland Brown) wouldn’t stop to allow me to file a police report and if he would have stopped then I would have been able to recover my wallet from one of the three people who stole it on the bus. Thus I had to call my family collect to get them to buy a return ticket (Conf. # 3009511701to Shreveport while I awaited my lost backpack and reorder all of the missing items from my wallet. I left Orlando on Greyhound at 8:50 pm that same evening very frustrated, upset, and distraught over the lack of customer service by Greyhound. I could have continued with my trip had my backpack arrived with me, but since I didn’t know when it would arrive I had to return to Louisiana. I arrived Wednesday, May 14^th, in Shreveport over an hour late.

Thursday was spent filing a complaint online through the Greyhound online system and trying to reach a live person with Greyhound to find my lost backpack. After a 30-minute wait on the Greyhound 800 number I was given another number to call (214-849-6246 the Package Department). I called and spoke with a woman who provided me a Customer ID number (1377828) so I could always use that number to talk to anyone at Greyhound. She wasn’t able to inform me where my backpack was located so I insisted upon her providing me a number to talk to a supervisor. She gave me 214-849-8218, which is only a recorded message where you can leave a voice message. I left a message and waited for a return phone call. Friday I was even more upset so my sister suggested I call one number up or down from the other number, which I did and was able to reach an operator (she refused to give me her name and said that her name didn’t matter, but I spoke to her at 4:42 pm) and she, like all the other employees of Greyhound, didn’t know what customer service was and refused to help me. She just transferred me back to the voice message system. I called back and asked her to connect with me a live person, I didn’t care whom, but someone who could help me. I finally reached Mrs. Jimmerson in the Executive Offices. Mrs. Jimmerson was reluctant to provide me with her name. I gave her my customer ID number, she looked it up and said that my backpack had arrived in Orlando on May 15^th (that’s one whole day after I had arrived and it arrived after I would have caught my flight, the same flight I had to cancel because Greyhound lost my backpack.). I informed her that there was no legitimate reason that my backpack should have been taken off of the bus that I was traveling upon and that my luggage should always be on the same bus I was on. She then stated that it was Greyhound’s policy not to consider luggage lost for 24 to 48 hours after it was reported missing. According to the official Greyhound Package department after they receive a complaint they have 30 days to send you a letter in the mail with your Customer ID number before you would be allowed to contact Greyhound, and I informed Mrs. Jimmerson that that time frame was unacceptable. She said that she would have my bag put on the next bus to Shreveport, but that they would not deliver it to the address where I was waiting. I requested a refund of the two tickets and she told me that Greyhound would not refund for lost baggage. I informed her that if Greyhound was responsible for me not being able to take my 7 month backpacking trip then they were responsible for refunding the ticket prices.

Thus, after several days of calling the Shreveport bus station my backpack arrived today, Thursday, May 22, 2008. Upon my arrival at the Shreveport bus station I didn’t find anyone at the ticket counter. I called out for someone and Dorothy peeked her head around a door and said that I would have to wait 30 minutes because she was on her lunch break. I told her that was unacceptable, especially after everything else I had been through with Greyhound. I could see my backpack sitting just past the counter. I walked around the building looking for a door to go get my backpack, but they were all locked. I returned to the ticket counter and told Dorothy that I supposed I would have to crawl over the counter to get my backpack, and she said she would call the police and have me arrested, I told her to go ahead that I was sure that the media would just love to hear all of this horrible tale, which she was now making worse by refusing to provide any level of service. Angrily she approached the counter and took my baggage claim ticket (DM869597), returned through a side door and threw my backpack on the floor some ways away from where I was standing and then disappeared again. I checked the backpack to make sure everything was still in it and left.

To date I am out the following funds because of Greyhound’s baggage policies, the fact that they lost my backpack, and were responsible for me not being able to make my flight connections:

First Bus Ticket: $68.00

Second Bus Ticket: $168.00

Airline Ticket: $405.00

Change of Airline Ticket: $75.00

It seems that any company that isn’t capable of responsibly handling people’s baggage, and from my research there are many such stories, then they shouldn’t be allowed to operate. It is time that Greyhound was held accountable for the number of people’s lives they have hurt because of their corporate policies.

Therefore I hope you will consider assisting me in a Call to Action against Greyhound. You can read more on the website I’ve created to bring together all of the people affected by Greyhound. Part of the website is to provide a comprehensive listing of other bus services that people can take so no one ever has to take a Greyhound bus again. Either we get Greyhound to change their policies or we run them out of business.

Visit http://greyhoundbus.spruz.com/ to learn more about how you can help hold Greyhound accountable for the numerous lives they have harmed.

Don't leave the driving to Greyhound!

After a 4 day horrible experience, lost luggage, stolen wallet, and a week of frustrating dealings with Greyhound, I'm putting out a Call to Action against Greyhound. Please read below for more information:

It's time Greyhound was held accountable, so I'm putting this action together to get everyone who has ever had trouble with Greyhound's bus system to call and complain about their operating procedures, lack of customer service, amount of lost baggage, and anything else you can think of that you, or anyone you may know, want to address with Greyhound Lines, Inc.

Action Dates: June 23 through 27, 2008
Action Time: 8:00 am to 5:00 pm Central Standard Time (so adjust the times for your time zone.)

I believe if you can post this information in your Blog, on Message Boards, on Forums, or email it to your friends. If everyone then calls, sends letters, creates picket lines outside your local Greyhound station, faxes Greyhound and Laidlaw on June 23 through the 27th, perhaps they will understand just how unhappy everyone is with their bus service. Also, please consider finding and taking another bus service. If you know of a bus service, please list it so others can learn about them. I've listed one below, after all the other information.

Unpublished location of Greyhound's Corporate Offices:
Greyhound Lines, Inc.
Criag Lentzsch, CEO
15110 Dallas Pkwy
Dallas, TX 75248-4635
U.S.A.

Do NOT call the listed phone numbers for Greyhound (214-849-8218 is given but only reaches a voice system and it's almost impossible to reach a live person on the 800-231-2222 official Greyhound number.), instead reach a live person by calling any of these unpublished numbers:

Operator with Executive Office: 214-849-8219
Bryan: 214-849-8217
Ursala: 214-849-8215
Safety Dept: 214-849-8214
Claudette: 214-849-8213
Jennell: 214-849-8211

These are the numbers that I was able to reach people, however, you can try to reach other live people by dialing 214-849-82XX (put any number in for the XX)

The Parent Company (the company that owns Greyhound) for Greyhound is:
Laidlaw Inc.
55 Shulman Boulevard, Suite 400
Naperville, IL 60563
U.S.A.
Phone: 630-848-3000
Fax: 630-579-6438

Other Bus Services:
Trailways services some areas, so please see this website to see if they service the areas you are traveling: http://www.trailways.com/schedules.asp

Another great website to find bus services: http://www.apta.com/links/transit_by_mode/bus.cfm

Going with the Flow

When the signs said for me not to stay in Austin then I proceeded to check out other options. The Universe provided a cheap flight to Panama from Orlando, Florida, so I booked it. The Greyhound bus ticket was also amazingly inexpensive, thus I’m here in Shreveport, Louisiana, awaiting my bus to Orlando. It seems that the adventure resumes, but this time I’m a bit more educated about traveling in foreign countries, have an awesome new backpack set, and for some reason I’m nervous, probably because so far this morning everything seems to go wrong. First it was the fact that I didn’t sleep well for having diarrhea, then the auto-stop for the fuel pump didn’t work and caused a huge gas overflow, then when arriving at the bus station the attendant couldn’t find my reservation. After a 15 minute wait I finally reached a live person at the Greyhound’s toll free number to obtain my confirmation number. Gloria, the employee of Greyhound, wasn’t helpful, attentive, or even able to accomplish simple customer service aspects. Even now, while I sit here typing she is chatting and laughing with a co-worker about personal issues while the line of people waiting for tickets continues to grow. Why they only have one person capable of handling customers is unknown. I heard from another lady in line that Gloria has been working in this station for many years and as she said, “she’s just mean.”

I heard a song this morning and one of the lines was “this world is going crazy and I’m not sure if tomorrow is really going to be any better.” That’s the way I’ve been feeling since I’ve been back in the states. Companies don’t seem to care about providing even the slightest level of customer service, employees don’t seem to care about working, managers don’t seem to care much about ensuring their employees work, and the world is going crazy. Is it time for a revolt against the status quo? It seems that most people these days just accept the mistreatment of the various companies that they have to do business with to survive. Perhaps if we all could say NO to this mistreatment then maybe these big companies will have to take notice, but this would require a national boycott.

I’m sure that the day will end well and my traveling adventures will be good, but at the moment I’m just trying to overcome these feelings of angst about this trip. I arrive in Panama City, Panama, Wednesday afternoon and will be staying at Zuly’s Backpackers. I hope to be able to spend about a week exploring Panama before venturing south to South America. The current intentions are to work my passage through the Panama Canal as a line handler so I can get to Columbia. From there I will go as the wind blows to discover the various countries.

My feelings have lightened up some while typing, as people are coming over, sitting down and chat. I’m amazed by the friendliness of poorer people. It’s time to start getting ready to board the bus and I’ve already met several people who will be traveling with me. Even though it may have started off with stress, it’s going to end with the excitement of an adventure.

Tuesday and Wednesday

Adventure was an understatement. First, Greyhound lost my brand new large backpack, which was loaded with new clothes and items for the trip. Second, someone stole my wallet on the bus and the Greyhound driver wouldn’t stop to allow me to call the police and file a report. Thus, I ended up in Orlando, Florida, without any money, no luggage, and distraught over what had happened over the last two days. It didn’t seem to matter to the various Greyhound employees that my backpack was missing, even though I complained to all the people they told me to and even filled out a lost luggage form.

After a collect call to my sister’s home, I was wired some money and they bought a return ticket on Greyhound for me to get back to Louisiana so I could sort everything out. I’m sure I don’t need to mention this, however, I couldn’t make my flight to Panama. Thankfully, Spirit Airlines worked with my sister when she told them about the situation and I have the ticket on hold for a future date of travel.

Now, I’m in Louisiana waiting on new credit cards, going to get a new Social Security card, Medicare card, and driver’s license. It seems I’ll be here a minimum of 10 days while I wait for everything to arrive. There was only one agency, Bank of the Internet USA, that wouldn’t work with my sister, who had power of attorney, or myself when I made requests of them to cancel the current card, replace it and send it to the address where I was located. Instead, Bank of the Internet USA, decided that my “account needed special handling” and decided to close my account instead of providing any level of customer service. Thus, if anyone reads this when you search for Bank of the Internet USA, then I hope you will reconsider opening an account with them, as they are not capable of simple customer service let alone providing any level of regular support for your account.

On the other hand, Washington Mutual Bank has been extremely helpful and has worked hard to provide the help needed during a difficult situation, thus if you are looking for a great bank, please consider WAMU.

My father sent me an email with this message in it and it seems that I needed the reminder to go with the flow:

"GO GENTLY WITH THE FLOW"

If the sky above seems cloudy,

And you are left out in the rain,

If you are searching for a rainbow,

But the colors bring you pain,

If your world is not revolving,

And there is no end in sight,

If you are looking for the sunshine,

But all you see is night,

If all around are smiling,

But all you can do is frown,

If you are tired of all this living,

When life just brings you down,

Then look beyond your teardrops,

At the wonders of this land,

The beauty of a flower,

Like velvet in your hand.

Feel the air around you,

The smell of new mown hay,

Laughing children in the park,

The innocence there at play,

Imagine floating with a butterfly,

As she flutters between the trees,

Or the whispers of the ocean,

On warm hot summer's breeze,

Think of the taste of candy floss,

As it melts upon your tongue,

Or the melody of morning birds,

As they greet each day with song,

Remember words of beauty,

Told in your mother's embrace,

Feel the gentleness of her touch,

As she softly kissed your face,

Seek the good within you,

Cast the clouds from your sky,

Don't look toward the pavement,

But hold your head up high,

Think not what life owes you,

But of all you have to give,

Forget about tomorrow,

Then you can start to live.

So bless this age you are living in,

With the gifts you can bestow,

Don't disregard the stream of life,

Go gently with the flow.

Author Unknown

So, go with the flow I shall. I have no idea of what the next step shall be; however, I am open to whatever the Universe brings. 10 days I shall have while I wait on things to come back together, so I know within that time something shall present itself and then I will know how to proceed further.