Greyhound - Greyhound not worth the money

Good day

I’m wanting to raise my deep disappointment and dissatisfactory experience with my recent trio (Family of 3) booked via Greyhound to Johannesburg from Cape Town (Included is the return from Johannesburg), booking on the Dreamliner noting that this is the highest coach class and will accommodate for my length and make provision for my wife’s height fears (staying in the lower cabin area).

I booked the tickets on the 14th September for Depart Cape Town (Bellville pick-up - 21 Sept-23 @ 19:30) for arrival in Johannesburg (22 Sept-23 @ 13:00)
• Booking Refs:
o GHAFDE801
o GHAFDE802
o GHAFDE803
Experience of trip:
• Drivers were unfortunately very short and to an extend almost rude with passengers (This is not what one expects from a premium service)
• During the night drive we were freezing and when asked about the heat, we were told that the heater only works in front by the drivers
• The stops at the respective places did not take into consideration of delays from food/retail outlet venues
o Everyone was always chased on with a threat of departure if not on the bus
• The Bus was like a sauna and when asked to turn down the heat we were blatantly told that they cannot otherwise they will freeze in front (the drivers).
o Does these luxury buses not come with split systems (1 for passengers and the other for the driver/driving crew?
• The heat on the bus, especially the morning/late morning period through Potchefstroom area was so unbearable and only to be told that the aircon is faulty and does not work
• Even though the arrival only happened around 3:30-4:00pm this would not have been an issue of the conditions on the bus was bearable (intolerable heat and inconsiderate drivers)

For the return was booked for the 25th Sept-2023 @ 18:22 to arrive in Cape Town (Bellville drop-off 26 Sept-2023 @ 11:45)
Experience of trip:
• Drivers were fortunately more accommodating that the up-trip driver and with this being said:
• The bus itself was not a Dreamliner but a Citiliner Plus, which presented me with a challenge of Space for my legs let alone the comfort (space around one) is less resulting in extreme discomfort for me and my whole family.
• Yes, we had more time at some of the stops for meal breaks and meal purchases and this did ease the inconvenience a bit
• The Bus was like a Sauna during the night drive and was told that they cannot turn down the heat otherwise they will freeze in front (the drivers) – I do have understanding of this, but it was extremely uncomfortable for passengers.
o Dreamliner with a working Aircon/heat system, one would not have this problem (provided that everything was in working order
• The heat on the bus, especially the late morning period and noting that we had a major detour due to road closure on the N1 before Worcester would not have been an issue but once again no working aircon on bus.
• Noting the challenges with the very late arrival time in Bellville (I totally understand that this was because of the weather and the major damage it caused) I feel that this is an experience I do not want to have again.

In short, I’m extremely disappointed in the quality and overall experienced with Greyhound as my expectation was much higher (referencing my previous experience with Greyhound a few years ago) I feel that the trip and experience of the given does not do justice to the premium experience (expecting a level of experience) for the relevant tickets, as this same experience, if not better could have been obtained through an Intercape Sleepliner booking.

So in short:
1. Your busses is not what has been Booked (Return trip on a Citiliner Plus and not a Dreamliner)
2. Your Buss fleet needs major repairs to ensure proper workings to ensure client comfort
3. Some of your Driver needs to be trained on Customer Management (They should realise we are paying their salaries ultimately and customer should be treated with respect and dignity – Reference to drivers on the up trip to Johannesburg)
4. If I’d know this would have been my experience before hand – I would then have never booked this Greyhound tickets and gone with an alternative (Intercape)
5. The moneys paid for these tickets is not worth it as the experience is not what one expects from a Premium Bus service

Even though I feel that there is a potential case for the partial refund, this I will leave up to the Greyhound team to decide. All I will say is that in future trips (via Buss) I think Greyhound will be put as a last resort operator until such time I’m of the view that the quality expected is what will be provided.