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Greyhound Refuses Refund After Cancelled Trip... Then Gives a Refund

June 08, 2010|Doug Magditch

(Springfield, MO) -- She don't "got a ticket to ride." Springfieldian Jennifer Meyers says Greyhound cancelled her ticket twice, kicked her off the property, and refused her a refund.

We contacted Greyhound this morning. The company says what happened is not proper procedure, and the incident is being looked in to.

But, because of our call, Meyers is now getting a refund.

Meyers and her family are looking for a home in southwest Missouri. They moved here just over a week ago, but they've still got a car down in Huntsville (AL).

She and her husband were planning to take a Greyhound bus to get it.

"We were unable to take it with us, so we thought Greyhound would be a cheaper option to get us there quickly and get that back there," says Meyers.

They had a ticket to leave Friday, June 4th.

"About 15 minutes prior to the schedule, they announced over the P.A. that the bus driver had an emergency. They were deadheading him back to St. Louis, and none of us would be getting on the bus that evening," says Meyers.

Greyhound re-issued the couple tickets for Saturday.

Meyers says, when she showed up on Saturday, that trip was sold out. She says she was asked to leave.

Greyhound says, that isn't what happened. Company spokesman Timothy Stokes says if a trip is ever cancelled, it re-issues a ticket or offers a refund.

"They called my husband a liar and told him none of this ever took place, when he called corporate. I mean, I just can't imagine being treated so badly and them thinking it's okay," says Meyers.

After we contacted Greyhound, the company apologized for Meyer's inconvenience. It says it is not company policy to cancel a ticket without a refund.

Standard procedure is to reissue the ticket and put the passenger on the next bus.

"They very much made it seem like, this is what we do it all the time, and that [I] have no right to be upset," says Meyers.

Stokes says management at the station is now going over proper procedure with ticket agents, and refunded Meyer's tickets.

She's happy for the refund, but says she'll never buy another Greyhound ticket.

"If you are looking to get someplace, this is not a viable means of transportation. You could be stranded anywhere at a moment's notice," says Meyers.

Greyhound has a first-come, first-served policy. Because the stations are not all on an electronic database, station managers don't know how many tickets will be available until the bus gets to the station. The company recommends passengers get there an hour before the bus departs.

Still, nothing's certain. Meyers says she did get there an hour early on Friday and Saturday.

Meyers plans to go with her husband get their car this weekend. They plan to drive.

Contact: dmagditch@kspr.com

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