In Canada, Greyhound Bus is usually the only bus line that connects small towns to larger cities. Greyhound plays a big role in offering the service of transportation in many rural areas, yet they are not responding to customers needs. Especially when one makes travel plans and then when the day to travel arrives and one is sick with the flu or anything, well customer service does not exist at Greyhound Canada. 

My spouse and I were to travel to Kelowna to visit my sister and her family December 27 to January 1. I fell sick with the flu on December 20. I got it really bad. I couldn't get out of bed, so we had to cancel the trip. Trying to get an exchange or refund has been impossible because there is no access to customer service and the exchange/refund policies are archaic.

The exchange policy requires that one goes to the terminal where you are leaving from to change the date. Well in Vancouver, which is a large city, to expect someone who is sick to get to the terminal, when the roads are full of ice and snow, to change their ticket is not an option or good customer service. 

The refund policy requires the following:  Send a letter to the following address: Greyhound Refund Department - 1111 International Boulevard, Suite 700, Burlington Ontario, L7L 6W1 including:
1. A letter requesting a refund and explaining that for reasons beyond your control that affected your health you will be unable to take your bus.
2. Any medical proof, such as a hospital certificate or a doctor's letter showing what you stated on the previous point.
3. The ticket you are requesting they refund you. 

This process is too laborious and taxes the medical system. Why do we have to go to the doctor when we have a cold or flu when they are viruses and there is nothing that can be done except rest and drink fluids? It also costs to get a doctor to write a letter. This is not customer friendly at all.

To top off the poor customer service- there is no phone number to call to speak to a human being in CANADA. Greyhound has outsourced their customer service to the Phillippines, where the agents are very courteous but have no idea of Canada and have no authority to make a decisions or problem solve. They also have no phone numbers to give so that one can speak with a real person in Canada! They are only allowed to parrot the poor exchange policy and they have no idea about the refund policy at all!  (I spoke to 3 of them!)

The website provides no email option and there is no place for feedback.  

At this point, I have to just let go of my 2 tickets worth CDN$216.00 and pay for a new ticket. This is just plain wrong. If you live in a small town or even in a city and use the bus to travel from one city to another or on rural routes, please sign this petition to ensure that Greyhound Canada changes their exchange and refund policies and incorporate the following to serve CUSTOMERS who have to change their travel plans due to unforeseen circumstances:

• Ticket exchanges and refunds be done over the phone or online
• Customer Service phone numbers are provided for agents in Canada and easily accessible. These agents be permitted to problem solve and make decisions that help the customer.
• A place for customers to provide Greyhound Canada feedback or positive customer reviews on their website so that Greyhound is aware of customer service issues, as well as the good things about Greyhound.