This is an open letter of grievance directed at your organization.
A business as old as Greyhound who is devoted to customer service should strive towards maintaining a mutual trust and confidence between the company and its customers and not act in a manner which would likely destroy, or further seriously damage that trust and confidence.
On November, 23, 2016, I purchased a ticket in Boise, Idaho, traveling to Portland, Oregon, for the Thanksgiving holiday. In Baker City, Oregon, the bus driver allowed a woman and her animals, 2 dogs and a cat, TO BOARD WITHOUT A TICKET. These 3 animals were just pets, as noted below. During the trip, one of her animals urinated on my carry-on which contained some clothing and my cell phone and other electronics. Upon arriving in Portland, Oregon, I informed the Greyhound employee at the ticket counter. She stated she could do nothing and I would need to call Greyhound customer service at 1-800-231-2222.
On Monday, November 28, 2016, I called Greyhound customer service to inquire about a refund. After being insulted multiple times by the customer service representative who insisted on calling me “ma’am” despite knowing my name and my correcting her, I was finally put through to a supervisor. He too, insulted me multiple times by calling me “ma’am” and then proceeded to tell me there was nothing he could do.
I am a regular passenger on Greyhound and this is completely unacceptable.
Per your company policy, Greyhound doesn’t “let animals on board (not even Greyhound puppies). The only exception is legitimate service animals riding together with a disabled person.”
For your edification, the following is in regards to the regulations of service animals:
The ADA defines a service animal “as any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability. Some service animals wear special collars and harnesses. Some are licensed or certified and have identification papers. If you are not certain that an animal is a service animal, you may ask the person who has the animal if it is a service animal required because of a disability.”
I asked this passenger what qualified these 3 animals as service animals. She said they were not service animals. These animals were just pets. In closing, I am asking Greyhound for a complete refund of my ticket purchase. Nothing more, nothing less. It is the least you can do. I have been a satisfied customer of your company for many years and this is the first time I have encountered a problem.