Greyhound

“What are these people going to do when the Olympics arrive?” asked the bewildered American gentleman (from New York) with a hint of humour.

The American was behind me in a line-up waiting to buy a ticket for a bus trip. We were two of the twenty or so people lined up at the Greyhound desk at the Vancouver Bus Terminus. There were two agents selling tickets and each ticket sale took anywhere from a couple of minutes to sometimes ten minutes, depending upon the customer’s command of the English language and the complexity of the journey being undertaken, re: connections, etc. Seeing my frustration, my daughter-in-law offered to take my place at the end of the line up, while I enjoyed time with my granddaughter.

Just before she and I changed places, one of the two agents put the ‘ closed’ announcement in front of his wicket and disappeared. After watching this scenario from a distance I couldn’t stand it any longer and went to speak to the remaining ticket agent after one passenger had finished at the wicket. I asked why there was only one person to serve 20 + people who it appeared may, or may not, catch their respective buses given the snail’s pace processing of the passengers. The agent was obviously a junior and had little experience in dealing with this old battleaxe who bore down on him to question Greyhound’s agent efficacy.

I won’t go into the details of my conversation with him especially after I was told that agents were entitled to their breaks!
“What breaks?” I demanded, “when 20+ people are waiting to buy tickets, hoping to catch their bus?”

Returning to my American friend just behind me, he asked what I recognized as a realistic question. He assured me that the attitude in the bus station was indicative of the attitude throughout British Columbia. Customer care and satisfaction by most businesses, especially Greyhound, was laid back and casual.

He noted that there were no express ticket machines where people could insert a credit card, select their destination and buy a ticket. This is unbelievable when you can go to a hugely busy international airport like Vancouver and purchase a ticket from a machine to practically anywhere in the world. You can even shop by machine in a grocery store, but certainly not with Greyhound – no way!

The one group of people I exclude from any criticism of Greyhound, is their drivers. They are excellent. However, there are many things Greyhound can do to improve their customer service in the terminus. Leaving the unions and their coffee breaks out of it would be a good start.

What, I ask, are the paying customers going to do when they want to go to Whistler by bus in 2010? I think Greyhound and the B.C. Olympic Games Organizers, need to take this kind of ‘outstanding lack of service’ by a national carrier, into account.

If this happens in Vancouver, how are customers going to cope with other bus services in British Columbia who plan to serve the Olympics?

P.S. Quite a part from alternative methods of staffing which would solve customer problems, there is a small matter of common sense. Of course people deserve their breaks, but can’t common sense prevail with these individuals? Can’t they plan their breaks after the line-ups diminish? Or does Greyhound not have a Common Sense 101 course?


.