Greyhound Has Blocked Me From Their Twitter Site.

Well, that didn't take long...

Greyhound has blocked me from their Twitter wall. Wonder what upset them:

a. My post indicating that it has been 44 days since Dave Leach, Greyhound CEO, has received my letter asking to end the "Gift Ticket Fee" and I'm still waiting for a response.

b. My reply to a Twitter Post saying that Megabus wasn't an option in Fort Wayne, IN.

So add Greyhound's Twitter Wall to the banned list (I'm already banned from posting on Greyhound's Facebook Wall).

My questions to Greyhound are:

1. Do you think I'm going to go away because I can't post on your social media walls?

2. Is it too much to ask for a response to a letter I mailed over six weeks ago?

3. In your response to Patrick Svitek's article in the Fort Wayne Journal Gazette on 12/24, Tim Stokes said that the Gift Ticket Fee is being evaluated. What is the progress of the evaluation?

As of 5 p.m. January 4, 2012, over 8200 people have signed the petition to end the Gift Ticket Fee. Maybe, just maybe, your company ought to respond - rather than banning me from your social media, or by replies such as:

" (Name of poster) the petition has been sent to the appropriate executives. We cannot manage these types of requests via Facebook. Continual posting of this message is a violation of our Communications Disclosure (http://www.facebook.com/GreyhoundBus?sk=app_6009294086) and may be deleted. Thank you."

After all, it's been 45 days since Greyhound received my letter, 13 days since the Petition Delivery in Fort Wayne, IN, and senior management has not returned my phone calls. This leads to  my second point...

It seems to me that Greyhound has a corporate culture issue.  An indifference to the customer is, IMHO, is part of the accepted norm at Greyhound. Here's my evidence:


1. See how Greyhound has handled my petition. The petition is almost 3 months old and Greyhound received a letter from me 45 days ago...no response.


2. Go to Greyhound's Facebook or Twitter Walls. When customers post on Facebook or Twitter, it's usually because they have tried the normal routes to have their issue resolved, and it didn't work.Almost always, the response has been, (even if the poster has said "I have tried calling for weeks, and I haven't received a response"...), call this number or fill out this form. 


3. On Tuesday night, I drove my daughter to Indianapolis for her return to college for Spring Semester. We arrived at the terminal around 6 p.m. for her 7:30 p.m. scheduled departure. Her bus didn't leave until 8:30 p.m. Was there any type of announcement made in the terminal about the late departure? No. In fact, in speaking to people lined up at the departure door, the late departure and lack of communication were seemed as "normal." I know when I fly and my plane is leaving late, there is always an announcement and posting to that effect.


Corporate cultures are shaped by leadership. If senior management portrays by their actions that they are indifferent to customer concerns, so will the employees. When  Greyhound employes do not address a customer concern, IMHO, they are taking their cues from senior management.


OK Greyhound. It's 45 days, 8,230 signatures, two petition deliveries, banishment from your Facebook and Twitter Walls, and several phone calls. When will I receive a response?

I'm sending a link to this blog to Dave Leach on Thursday - we'll see if there is a response.