I have been taking a bus from CT to Boston once a week for the past 7 years. There was a time (prior to Fall 2017) that Peter Pan Bus and Greyhound were merged. During that time I never had an issue with riding on Greyhound. Since the split Greyhound has been awful. I take a 10pm bus out of Boston. Greyhound is the only option for this travel time, they have no competitor and therefore no reason to try to do better. They are routinely late without an explanation often leaving the station up to an hour late. I can understand when a bus arrives late in the city during rush hour but not at 10pm. I witness all the other bus lines in the station arriving and departing on time, not Greyhound. Sometimes the bus drivers randomly stop on the route home. Once we stopped without explanation at a Burger King making the bus that had left the station late even later getting to its destination.
The free onboard wifi is unreliable and when it does work there is a regular pop-up ad for discounts on hotels. The outlets often don't work or when they do they are loose, plugs fall out of them. The buses are old and creaky, the bathroom smell wafts through the aisles everytime someone opens the restroom door.
I also use Peter Pan bus whenever it is an option. They have improved since the separation from Greyhound. Great customer service. In general newer buses. Much more reliable wifi and, with the exception of high traffic times of day, Peter Pan is always punctual and has great communication with their customers. Greyhound should take some cues from Peter Pan.
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