Greyhound refusing to honor their own Terms and Conditions – What can I do?

Hi everyone,

I’m dealing with a frustrating situation with Greyhound and could really use some advice. Here’s what’s happened so far:

I purchased a ticket from Greyhound, and unfortunately, my bus was delayed by more than 120 minutes. According to Greyhound’s terms and conditions (which you can find here), it clearly states that if there’s a departure delay greater than 120 minutes, customers are entitled to a Cancellation Voucher for the full ticket amount, including any service fees. The terms do not specify any exceptions for non-refundable tickets.

I reached out to Greyhound customer service, explaining that I believe I am entitled to a refund or a voucher based on their own terms and conditions. They responded by saying that my ticket was non-refundable and that they cannot honor my request, even though the service was provided (albeit significantly delayed).

I replied, pointing out the specific language in their terms and conditions and asked them to either honor the policy or direct me to the section where it explicitly states that non-refundable tickets are excluded. If they couldn't provide such clarification, I also mentioned the legal principle of contra proferentem, which generally favors the non-drafting party (me) when there’s ambiguity in a contract.

Their response? The same generic message, stating they can’t refund the ticket because it was non-refundable.

After another round of this back-and-forth where they again sent the identical reply, I’m now at a loss. This feels like a clear case of Greyhound not following their own stated policies.

Has anyone else dealt with this kind of issue? Where can I file a formal complaint that might actually get some traction? Is there anything else I can do to get Greyhound to follow their own terms and conditions? At this moment, it's more about the principle than the value of the Cancellation Voucher.

Thanks in advance for any advice!