I had a terrible experience with this company. I followed the booking instructions and arrived at the destination 40 minutes before the 9:10 pm departure time. When I called customer service 16 minutes before the departure time, they informed me that the bus was two states away and advised me to call back after 120 minutes for a refund. Despite waiting until 9:30 pm, the bus never arrived.. The following day, when I called again, I was told that the bus had departed on time and that I would not receive a refund despite being there for an hour. I had to find another transportation company, and thankfully, TUFESA was available and half the price. Even though I arrived on time, the bus never showed up. The company has given me the runaround and refused to issue a refund. This experience has been a headache and has cost me extra money. I will never use this company again for my travel needs and do not recommend them. They are unreliable and evasive.

We could have just walked from LA to Las Vegas and back!
That's how EXTREMELY DISAPPOINTING Greyhound is.
First and foremost, their supposed "customer service " agents have no idea what customer service means. I booked a trip going to Vegas and paid extra for front seats but when I printed the tickets, our assigned seats were not what I reserved. I travelled with family, and the seats assigned to us were all over the place. Called their customer service line only to get FRUSTRATED. Apparently, these agents cannot change what seats were assigned on the tickets, not even their supervisor (who by the way took forever to take the call because the agents didn't want to pass the phone to him for who knows what reason). So I thought of cancelling and asked them to just give me a refund. Only to realized that Greyhound DOES NOT GIVE a refund... what??? First time I heard of such. According to the agent, they can only give me a voucher that is good for a year. The agent also told me that it's not a guarantee I can use that voucher in making future trips - my blood was boiling at that point, because I paid for 6 tickets only to hear that there's no guarantee I can use what I paid for. Plus in the process of making things work because I don't want to waste my money, I have to call their customer service 4 times. The first agent pretended not to hear me. Second agent blamed me for "not checking" the seats before paying (YES! she blamed the customer for "not checking", when I know what I did and it's definitely reserving the front seats and 6 seats close together). Third agent pretended to help me then hung up. Fourth agent finally gave me her supervisor - Hurray!
Because the seat mistake couldn't be fix and there was no other choice, we went ahead with the trip. Going to Las Vegas, the bus driver stopped at all the possible stations along the way to drop off and pick up passengers. But did not stop for a typical "restroom/ leg stretch break". Not too bad but I would prefer the typical 15 minute stop at Barstow.
Going back to LA, the bus driver was the worst of the worst experience! I asked him a simple question
- if he's going to stop at Long Beach station, since the driver to Las Vegas stopped at all the bus stations when it was supposed to be straight trip from LA station to Las Vegas Boulevard. The question was answerable with a yes or no, instead he replied with not just another question but an insult. This is exactly what he replied "are you crazy?" I thought I heard him wrong, but he said it three times if " I'm crazy", where did these Greyhound employees came from?
What qualifications does Greyhound look for in hiring their employees? This was my first and DEFINITELY MY LAST Greyhound bus trip. I WILL NEVER USE THEIR SERVICE EVER, EVEN IF THEY'RE THE LAST BUS COMPANY RUNNING IN THE PLANET!!! And I mean NEVER AGAIN, so be warned if you're planning to use Greyhound bus. Believe the reviews, I didn't and turned to be the biggest mistake of my life!