My wife recently took the Greyhound bus to Fargo, ND from Kansas City, MO. The whole trip was a nightmare. Her bus was scheduled to leave at 11:50pm, but because the drivers and personnel were sitting in the office chatting, it was after 12:30am before the bus finally pulled out.
I received periodic updates from my wife during her trip. Not only did the driver never make up the lost time from the start, but they seemed to lose more time as the night progressed. Eventually, the bus arrived in Minneapolis, MN over an hour late. Because of the late arrival, the connecting bus my wife was supposed to catch was released to go before she arrived. The next available bus on that route was scheduled to leave 12 hours later. The connecting bus wasn't held.
After having to spend the entire day sitting in the Minneapolis terminal station with nothing to do and almost no money to do it with. Finally, when the next bus was scheduled to leave, passengers were boarded. It was only AFTER the bus was loaded that the passengers were informed they had to wait for a connecting bus coming in from St. Paul. The passengers sat on the bus waiting for over an hour... OVER AN HOUR... before the connecting bus arrived and they could be on their way.
I wrote a complaint to Greyhound about this. The only response I received was that they need to receive any complaints from the passenger directly. I bought the ticket with a credit card in my name. I gave all the passenger information. Yet the only response I received was that Greyhound must hear any complaints from the passenger involved, otherwise no action would be taken.
Greyhound is advertising their wonderful new buses. The problem is, these buses are only available on the routes with the highest traffic. Here in the Midwest, the buses used are old, worn out, cramped. Most bus stops are at convenience stores. Where there are terminals, they're dirty, cramped, crowded, little or no services and little or no customer service.
Once my wife told me what happened, I checked into airline tickets for her return trip. I figured an extra hundred dollars would be a small price to pay for less complications. As it turns out, the cost of a return flight was a mere $30 more than the bus ticket up, and is scheduled for only 4 hours, instead of the 12 1/2 scheduled and actual 27 hours the trip up took.
As you might imagine, from now on, she'll be flying up to visit her family instead of taking the bus. The services might only be marginally better, but for almost the same price and less than half the time, it's worth it.