G/
Greyhound / Citiliner Coach Lines
Unclaimed Business
G/
Greyhound / Citiliner Coach Lines
Unclaimed Business
176 Reviews (last 12 months)
Does not respond to reviews
Rated in:
Scores reflect the Overall AI Score for each category
Greyhound / Citiliner Coach Lines
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Greyhound / Citiliner Coach Lines is facing severe service quality issues across every measured theme. Customers consistently report rude staff, chronic delays, unhygienic buses, lost luggage, and an unresponsive refunds department. Communication failures and unresolved complaints dominate the feedback. The few positive experiences are overwhelmed by widespread frustration about reliability, value, and accountability throughout the booking and travel lifecycle.
TrustIndex
1.6
Jul '25 - Jun '26
Based on recent customer reviews, Greyhound / Citiliner Coach Lines is facing severe service quality issues across every measured theme. Customers consistently report rude staff, chronic delays, unhygienic buses, lost luggage, and an unresponsive refunds department. Communication failures and unresolved complaints dominate the feedback. The few positive experiences are overwhelmed by widespread frustration about reliability, value, and accountability throughout the booking and travel lifecycle.
The most common complaint about Greyhound / Citiliner Coach Lines, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Pricing & Value. Customers describe refunds as the single biggest failure point. Requests submitted months ago remain unpaid, named staff like Kuveshni and Myron ignore emails, and the refunds line is unreachable. Many feel financially trapped after cancellations.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
On the Quberha to JHB route they lost my sons luggage. The ticket was paid to Vereniging but they want to offload him at Parys OneStop. When searching for the luggage they could not find it.
1 reviews | Active since Jan 2020
On the Quberha to JHB route they lost my sons luggage. The ticket was paid to Vereniging but they want to offload him at Parys OneStop. When searching for the luggage they could not find it.
1 reviews | Active since Jan 2020
Ugh, I wish I could make a voice note, I called them to let them know I am gonna be 5 minutes late they should wait for me and they said it’s fine they will let the driver know,only for me to find it gone, my complaint is that at least I called to let them know that I am on my way they shouldn’t leave, what is the point of the number on their website for customers to use if they won’t even take my request, useless!!they didn’t even give me a freaking refund!
1 reviews | Active since Jan 2020
Ugh, I wish I could make a voice note, I called them to let them know I am gonna be 5 minutes late they should wait for me and they said it’s fine they will let the driver know,only for me to find it gone, my complaint is that at least I called to let them know that I am on my way they shouldn’t leave, what is the point of the number on their website for customers to use if they won’t even take my request, useless!!they didn’t even give me a freaking refund!
1 reviews | Active since Jan 2020
Absolutely no customer service, cancelled a ticket and got an immediate response. Though great, this is going to be nice dealing with greyhound. LOL, send the documents they needed to process the refund, no reply. Send another email 3 work days later to ask for more communication regarding the refund, no reply. Nothing. Will never use this bus service again. This is how they treat customers? I may have cancelled the ticket, but it was temporary, I would have booked it again in a few weeks. All I needed was a reply, instead I have been absolutely ignored for the last 7 days. Also, please note that their refund department does not seem to work on Fridays, I had to call in to find that out, they will be happy to ignore you from Mondays to Thursdays.
1 reviews | Active since Jan 2020
Absolutely no customer service, cancelled a ticket and got an immediate response. Though great, this is going to be nice dealing with greyhound. LOL, send the documents they needed to process the refund, no reply. Send another email 3 work days later to ask for more communication regarding the refund, no reply. Nothing. Will never use this bus service again. This is how they treat customers? I may have cancelled the ticket, but it was temporary, I would have booked it again in a few weeks. All I needed was a reply, instead I have been absolutely ignored for the last 7 days. Also, please note that their refund department does not seem to work on Fridays, I had to call in to find that out, they will be happy to ignore you from Mondays to Thursdays.
1 reviews | Active since Jan 2020
Terrible customer service from person named PAPI We were left stranded at Midrand Big Bird Engen on the 26 April 2026. We arrived at 20:30 to catch the 21:20 bus, but it never showed up. After waiting past the scheduled time, we called the 011 number for assistance. The consultant, who identified himself as Papi but refused to provide his surname, was extremely unhelpful and rude. When we explained that the bus had not arrived, he sarcastically responded that it was “clearly invisible.” And that we decided to be at the wrong 1stop. We told him that we are not fami**** with Johannesburg and in the ticket it did not specify where we should wait for the pick up. We informed him that we were stranded and asked if he could contact the driver to arrange for us to be picked up at another stop, but he refused. We also requested to speak directly with the driver, which he declined. The service we received from this consultant was unacceptable, and his refusal to provide his surname only added to our frustration
1 reviews | Active since Jan 2020
Terrible customer service from person named PAPI We were left stranded at Midrand Big Bird Engen on the 26 April 2026. We arrived at 20:30 to catch the 21:20 bus, but it never showed up. After waiting past the scheduled time, we called the 011 number for assistance. The consultant, who identified himself as Papi but refused to provide his surname, was extremely unhelpful and rude. When we explained that the bus had not arrived, he sarcastically responded that it was “clearly invisible.” And that we decided to be at the wrong 1stop. We told him that we are not fami**** with Johannesburg and in the ticket it did not specify where we should wait for the pick up. We informed him that we were stranded and asked if he could contact the driver to arrange for us to be picked up at another stop, but he refused. We also requested to speak directly with the driver, which he declined. The service we received from this consultant was unacceptable, and his refusal to provide his surname only added to our frustration
1 reviews | Active since Jan 2020
I am extremely disappointed with my recent experiences travelling with Greyhound and the way my complaints have been handled afterwards. My first trip was from Johannesburg to Durban on 7 April 2026 (Ref: 121108 / Service Refs: GHBHJV8 & GHBHJV801). I was travelling with my two toddlers and the experience was honestly unacceptable from start to finish. The bus arrived approximately an hour late with very little communication. When the bus finally arrived, there was complete chaos at the terminal. There was absolutely no crowd control or boarding system in place. Passengers pushed from all directions trying to force their way onto the bus while Greyhound staff and drivers stood by without intervening. My toddlers were pushed, frightened, and distressed during the boarding process to the point where I personally had to shout at grown adults to behave appropriately around children. This was not only stressful but also a serious safety concern. Once onboard, the conditions did not improve: * The air conditioning was switched off for a large portion of the trip because one passenger was cold, leaving around 50–60 passengers in a hot, stuffy bus; * The bus eventually arrived in Durban around 20:00 instead of the scheduled 17:25; * There was a loud whining/mechanical sound coming from the rear of the bus throughout the journey; * Luggage procedures also appeared disorganised, with tags simply handed to passengers to attach themselves. I have video evidence of the loud whining noise from the bus and was willing to provide it to Greyhound to assist with their investigation. However, the file was too large to send via email, so I requested an alternative method such as a WhatsApp number or another upload option. This request was not taken seriously and I was effectively told that it was “email or nothing,” despite my attempts to cooperate and provide supporting evidence. After I formally complained, Greyhound acknowledged the issues and offered me a 10% discount on my next trip as a gesture of goodwill. I accepted this in good faith and emailed them requesting the voucher code/instructions needed to redeem the discount. They never responded. Because of their lack of response, I was forced to proceed with my next booking at full price. Unfortunately, my second trip (Ref: 130042 / Service Ref: GHBIQ9O) once again involved unacceptable conditions: * A strong urine smell near the toilet area; * Poor/inadequate air conditioning resulting in another hot and uncomfortable journey. What is most disappointing is not only the repeated poor travel experience, but the lack of accountability afterwards. Greyhound acknowledged that it was unacceptable that the discount was never honoured and again apologised yet after further follow-up emails requesting resolution, they once again stopped responding. At this point, it feels like customer concerns are acknowledged temporarily and then ignored once the company believes the matter will go away if ignored. I have kept all correspondence and supporting evidence relating to these incidents. I genuinely hoped Greyhound would make things right, especially after travelling under these conditions with young children, but the continued lack of follow-through and communication has been extremely disappointing.
1 reviews | Active since Jan 2020
I am extremely disappointed with my recent experiences travelling with Greyhound and the way my complaints have been handled afterwards. My first trip was from Johannesburg to Durban on 7 April 2026 (Ref: 121108 / Service Refs: GHBHJV8 & GHBHJV801). I was travelling with my two toddlers and the experience was honestly unacceptable from start to finish. The bus arrived approximately an hour late with very little communication. When the bus finally arrived, there was complete chaos at the terminal. There was absolutely no crowd control or boarding system in place. Passengers pushed from all directions trying to force their way onto the bus while Greyhound staff and drivers stood by without intervening. My toddlers were pushed, frightened, and distressed during the boarding process to the point where I personally had to shout at grown adults to behave appropriately around children. This was not only stressful but also a serious safety concern. Once onboard, the conditions did not improve: * The air conditioning was switched off for a large portion of the trip because one passenger was cold, leaving around 50–60 passengers in a hot, stuffy bus; * The bus eventually arrived in Durban around 20:00 instead of the scheduled 17:25; * There was a loud whining/mechanical sound coming from the rear of the bus throughout the journey; * Luggage procedures also appeared disorganised, with tags simply handed to passengers to attach themselves. I have video evidence of the loud whining noise from the bus and was willing to provide it to Greyhound to assist with their investigation. However, the file was too large to send via email, so I requested an alternative method such as a WhatsApp number or another upload option. This request was not taken seriously and I was effectively told that it was “email or nothing,” despite my attempts to cooperate and provide supporting evidence. After I formally complained, Greyhound acknowledged the issues and offered me a 10% discount on my next trip as a gesture of goodwill. I accepted this in good faith and emailed them requesting the voucher code/instructions needed to redeem the discount. They never responded. Because of their lack of response, I was forced to proceed with my next booking at full price. Unfortunately, my second trip (Ref: 130042 / Service Ref: GHBIQ9O) once again involved unacceptable conditions: * A strong urine smell near the toilet area; * Poor/inadequate air conditioning resulting in another hot and uncomfortable journey. What is most disappointing is not only the repeated poor travel experience, but the lack of accountability afterwards. Greyhound acknowledged that it was unacceptable that the discount was never honoured and again apologised yet after further follow-up emails requesting resolution, they once again stopped responding. At this point, it feels like customer concerns are acknowledged temporarily and then ignored once the company believes the matter will go away if ignored. I have kept all correspondence and supporting evidence relating to these incidents. I genuinely hoped Greyhound would make things right, especially after travelling under these conditions with young children, but the continued lack of follow-through and communication has been extremely disappointing.
1 reviews | Active since Jan 2020
Good day, i request refund 7 April for 2 tickets GHBG9SE. I call everyday and email everyday for an update. Was told it takes 21 working days and im stll waiting. I call and they transfer to refund and phone is cut off Please advise status
1 reviews | Active since Jan 2020
Good day, i request refund 7 April for 2 tickets GHBG9SE. I call everyday and email everyday for an update. Was told it takes 21 working days and im stll waiting. I call and they transfer to refund and phone is cut off Please advise status
1 reviews | Active since Jan 2020
Very bad experience greyhound from Johannesburg to Durban bus stinks and is smelling plus dont even arrive on time to your destination as the ticket indicates even tho the road was clear. Very bad never again!
1 reviews | Active since Jan 2020
Very bad experience greyhound from Johannesburg to Durban bus stinks and is smelling plus dont even arrive on time to your destination as the ticket indicates even tho the road was clear. Very bad never again!
Greyhound / Citiliner Coach Lines has a TrustIndex of 1.6 out of 10 on Hellopeter, based on 176 reviews in the last 12 months. Hellopeter has tracked Greyhound / Citiliner Coach Lines across 2,205 total reviews. How is the TrustIndex calculated? →