Friday, May 9, 2014

Refund in Waiting

March 20. 2014

Refund Department
Greyhound Lines, Inc.
P.O. Box 660691, MS 470
Dallas, TX 75266-0691

To Whom it May Concern:

This is my request for a refund on the tickets enclosed. The tickets had the incorrect passenger name on the tickets, which couldn’t be used.

I have a few suggestions for your online process and customer service. 
  • Have at least a 2 hour cancellation option if the tickets are purchased online.
  • Upgrade your website so that refund requests can be made through the site instead of through the United States Postal Service. Most longstanding travel corporations that are online have this options.
  • As an alternative, consider updating your system so that the travel documents, which has the barcodes, can show CANCELLED once scanned if a disloyal person tries to use the ticket after canceling through the website.
  • You may also consider giving customers the option to go to the Greyhound ticket counter, in person, in order to receive their refund immediately. 
  • Have an alert that reads: “If you are purchasing this ticket for someone other than your self there will be an additional $18 charge.” This is not seen until you get to a certain step further in the ticket purchasing process. This should be noted every where on the site, especially in STEP ONE from the time the buyer starts to search for tickets.
  • It would also be nice to explain why the company is charging $18.
  • Have an alert that reads: “Name on the tickets must match I.D. You will not be able to board the bus under any conditions.” Again, this needs to be mentioned throughout the site
  • In this age of technology I am 100 percent sure that Greyhound Lines Inc. can make a better effort to help customers.
  • Please train your supervisors to be nicer and more patient with paying and non paying customers, especially if they were on hold for 45 minutes and then being told nothing can be done to help them. It’s a shame that your employees are not able to change a name in the system; cancel a ticket and send a new e-mail with a new confirmation code. A 20% fee for refundable tickets purchased online is ridiculous, especially if the customer immediately caught the mistake right after the ticket was purchased.  

Thanks for your time and your services and I look forward to your upgrades on your website.

*Letter sent...still waiting on refund


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