COVID-19 Update: Group Sales and Commercial Sales

Keeping you and our associates safe and informed is our top priority. We want to share the steps we’re taking in Commercial Sales and Group Sales in response to coronavirus.

Most of the inquiries we have received are related to our operations, with concerns expressed about a disruption or discontinuation of service, facility questions, etc. Every question is relevant and crucial to your operation and ours. Unfortunately, providing accurate answers to simple questions is challenging due to the uncertainty surrounding this situation and the rapidly changing nature of it. Couple that with potential action that could be taken by local, state and federal agencies to address a local condition that arises, and you can see the challenge we face in providing precise updates.

FACE COVERINGS REQUIRED

Federal law requires all customers wear a mask covering the nose and mouth while at our facilities and onboard our buses. Masks must also be worn between sips and bites when customers are eating or drinking.  Refusal to wear a mask is a violation of Federal law and may result in denial of boarding or removal from our facilities or buses and passengers may also be subject to penalties 

In addition to the federal law which requires all customers and employees over 2 years old to wear a mask, face masks with values or vents, single-layer gaiters, bandanas and plastic shields (by themselves) are not accepted as approved face coverings under the same federal law.

  • If you don’t have an approved face covering of your own, see how to make one here
  • If you aren’t able to bring your own face covering or if yours is damaged in route, you can ask your driver or one of our other Greyhound team members for a mask and they will be glad to assist.
  • Our employees are wearing approved masks in our terminals and our drivers are wearing masks on board while scanning tickets and interacting with customers.

People with disabilities who cannot wear a mask, or cannot safely wear a mask, for reasons related to the disability as defined by the Americans with Disabilities Act (42 U.S.C. 12101 et seq.) may request an exception in advance and provide proof for the need for an exemption.

If you would like to claim an exemption to the Federal mask law you are required to contact the Greyhound ADA Compliance Department with the following documentation, at least 24 hours prior to travel, at ADA.Support@greyhound.com or 214-777-6050.

You will be required to provide:

  1. Current medical documentation from a qualified healthcare provider which identifies the disability and how the disability prevents you, the passenger, from wearing a mask and whether there is any action that can be taken which would allow you to wear a mask; and, 
  2. Evidence of a negative COVID-19 test taken no earlier than five days prior to planned travel. 

If you are planning to travel round trip, and the start date of your return trip falls outside the five days since taking your initial COVID-19 test, you will need to apply for a new certificate including producing a new negative COVID-19 test taken in the last 5 days.

You should allow at least 18 hours for your request to be processed. If you have not received a response from the ADA Compliance Department within 18 hours after submission, you may call or email to check on status. 

If the request is approved by the Greyhound ADA Compliance Department to travel without wearing a mask, a certificate will be issued which you must provide to Greyhound staff in any terminal and on any bus which you enter without a mask. 

Failure to present this certificate and not wearing a mask will result in being removed from the bus/terminal and denied travel. 

If you are issued a certificate and travel without wearing a mask you must sit in the front seat(s) designated for customers with disabilities, you also must socially distance in the terminal and on the bus and you may be required to travel on another schedule as designated by Greyhound to allow social distancing on the bus.

SAFE TOGETHER

Taking care of our customers and employees is our #1 priority. Our team continues to work hard to make sure we are all staying safe together.

To ensure your safety and the safety of those around you, we ask that you do not travel if you:

  • are sick
  • have recently tested positive for COVID-19 (even if you don’t have symptoms)
  • have been around someone in the past 14 days who tested positive for COVID-19 (even if they did not have symptoms).

Once you’re feeling better, we’ll be happy to welcome you onboard.

*COVID-19 ALERT* -  Fraudulent Face Mask Flyers, click here to find out more.

If you have questions, please email us at commercial.sales@greyhound.com.

IMPORTANT UPDATES

We wanted to make our Commercial Sales customers aware of some changes to our website that may affect schedules that are displayed.

A by-product of our schedule reductions combined with so many of our partner carriers temporarily suspending operations has been schedules with lengthy and unintended layovers. Safety is our primary concern and we do not want a passenger to arrive at a transfer point that is closed with an long wait for their next bus.

If you are looking for a specific origin and destination on greyhound.com and cannot find a schedule, please reach out to us. You can email us at commercial.sales@greyhound.com and include “Schedule Issue” in the subject line. That’s the most efficient way to get a response. If your need is immediate, you are welcome to call. We will respond to all inquiries and in many cases we can develop a solution.

Thank you for your patience. We appreciate your business.

NEW HOURS OF OPERATION

7 a.m. - 7 p.m. Central Time, Monday - Friday
9 a.m. - 5 p.m. Central Time, Saturday
9 a.m. - 5 p.m. Central Time, Sunday

 

Greyhound Group Sales Customers:

We’ve outlined our most current Group Sales policies related to COVID-19 here.  Please review the details and if you require further assistance, feel free to reach out to our Group Sales department at 1-844-GRPTRIP. However, we be are experiencing high call volumes and you may experience lengthy hold times. The best option for information and to have your additional questions answered is to email your specific questions to group.sales@greyhound.com.

You can access a list of closed stations by clicking the link that appears. This will be the most current list: https://www.greyhound.com/en/help-and-info/travel-info/station-updates.  Please save this link for future use and please understand that while a station may be temporarily closed, the bus will still pick up and drop off at that location.

Greyhound Commercial Sales Customers:

To reduce ticketing issues caused by schedule changes, please check, or have your traveler check, their schedule on Greyhound.com a day prior to travel to verify the schedule has not changed. With the service reductions, this is a possibility. The further away from the travel date the ticket was booked, the increased probability this could happen. If you notice any changes in departure or arrival time, anywhere along the route please contact our office to see if your ticket will need to be rebooked. 

To check on an existing confirmation number to see if there are any issues with the schedule please email commercial.sales@greyhound.com with SCHEDULE CHECK in the subject line. In the body of the email list passengers name(s) and confirmation number(s) inquiring if there have been any schedule changes.  Putting Schedule Check in the status line is crucial. Doing so will route the email to the proper folder and allow for a faster response. 

Several stations have closed temporarily, and we expect several more to close. Service into and out of those cities will continue, but the station will be closed and the ability to print tickets will no longer be an option. Our best suggestion is if you have a passenger originating travel from one of those locations, please call us to book the ticket and we can issue a PDF ticket which can be emailed to you or your traveler. Please note that this is a labor-intensive process and we cannot do it for every ticket. For now, we are limiting issuance of a PDF ticket for origins with closed stations, certain e-stops and other situations that are outside the norm.

You can access the list of closed stations by clicking the link that appears. This will be the most current list: https://www.greyhound.com/en/help-and-info/travel-info/station-updates.  Please save this link for future use.

Please note that the number of actual route cancellations is quite small. More prevalent is schedule reductions. Much like the airlines and Amtrak, we have seen a significant decrease in ridership and must adjust our schedule frequency accordingly. Due to the ever-evolving nature of this crisis, it is difficult to stay in front of what might happen and provide accurate information. We have developed a report that SHOULD catch a lot of the travel issues for tickets that have been booked but it wont catch them all. If during this process we discover an issue, we will reach out with options.

We suggest several things that should minimize issues:

  1. Book your tickets as close to the travel date as possible. Some of our customers book 10 days out and in this rapidly changing climate, the potential for travel issues increases. If you can make the reservation two or three days out, you decrease the chances of a travel issue due to a schedule reduction or cancellation.
  2. Have your passenger check his schedule on greyhound.com 24 hours prior to travel and again 8 hours prior to travel.
  3. Make sure that your passenger has our toll-free number, 800-440-7712 option 1 and instruct them to call us if they experience an issue while travelling.
  4. Your staff can email us as described above using Schedule Check in the subject line of the email and we can respond with the appropriate information.
  5. Your passenger is also welcome to email us as described above. Please ensure that they follow the steps outlined and please be sensitive to the fact that if all our customers had all their passengers email us, there will be a significant slowdown in response time. If they can self-check on greyhound.com before reaching out to us, that would be appreciated.

Last, our phones are extremely busy so be advised that you may experience extended hold times if you need to call. Emailing us at commercial.sales@greyhound.com is the best way to communicate.

We value your business and our partnership. Your patience is appreciated as we do our absolute best to provide information, limit mishaps and navigate the unprecedented and rapidly evolving nature of the crisis faced by us all.