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From their drivers to their station staff. It's unbelievable to me that Greyhound is in the business of moving people! There is something seriously wrong there. Their drivers are paid around $25-30 an hour. They are not underpaid, yet a lot of them seem to hate their jobs. I almost took a driver position there, but turned it down.
You have to take into consideration the demographics of the people who use Greyhound services. It isn't a customer-service oriented demographic. People in these demographics are not top quality customers that you would get on Virgin airlines or similar. So the expenditure in customer service training and investment in smiles is going to be minimal.
Walk into a Ritz and then walk into a Holiday Inn. It's the same concept.
The drivers I can somewhat understand as they often work very long shifts with unruly and rude customers on the bus (seriously, I've vowed to never ride Greyhound again due to the foolishness I've had to put up with). Of course, this doesn't excuse poor customer service, but I can at least understand it.
Interestingly... Bolt Bus is part of (owned by) Greyhound.....
Not quite. Bolt is a partnership between Peter Pan and Greyhound on the east coast. It was begun to counter competition from Mega. Bolt has a very strong safety record, the majority of the management including staffing and maintenance is handled by Peter Pan on the east coast.
On the west coast Greyhound was unable to find a strong regional carrier to partner with, so they went solo.
It is cheap. What "service" do you expect? You sit in the bus and get out when you arrive.
That's the thing. Greyhound isn't exactly "cheap," especially when you compare prices with its competition. It may be more convenient from a staging/loading/transfer perspective, but that's about it in my view.
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