According to its website, Greyhound views itself as an “icon of bus travel, providing safe, enjoyable, and affordable travel to 6.5 million passengers each year.” Count me as one of the 6.5 million who won’t be looking for the running dog next time I want to leave the driving to someone else. An annoying recent experience with the bus company has made the decision easy for me.
I was travelling from Jasper to Edmonton. The bus was waiting at the terminal when I arrived, one hour before the scheduled 1:00 p.m. departure time. The driver was there too, but clearly in no hurry to leave. He kept the passengers waiting more than 30 minutes before allowing us to board. He offered no explanation or apology for the delay. Nor did he tell us what time the bus would now be arriving in Edmonton. He just gave us the standard spiel about no liquor consumption or smoking allowed on the bus, the location of the washroom, and so on.
There were no weather or traffic issues to slow the bus down en route to Edmonton. The roads were bare and dry, and the weather was clear. I assumed the driver would be able to make up for the lost time on the five-hour trip, but no such luck. The bus was 35 minutes late when it left Jasper, and 45 minutes late when it arrived in Edmonton.
If the driver had given us a reason for the late departure, that would have been appreciated. If he had given an apology, that would have been appreciated even more. Where was the common courtesy? Where was the customer service? I wrote a polite letter to Greyhound’s senior vice-president for Canada asking for answers.
He did not bother to reply.
July 26 update: Greyhound’s senior vice-president for Canada – his name is Stuart Kendrick – still has not bothered to reply.