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I bought a ticket from Springfield to Richmond for 8:20pm. I arrive plenty early only to find out that the bus had already left. I repeatedly called customer service only to get passed off from representative to representative. Finally they tell me that the ticket is non refundable AND I can't use that money to buy another ticket. Apparently there's some policy I have to be at the bus station incredibly early to ensure I make the bus. But I don't see any such policy on the website or on my ticket OR on my confirmation email. If there actually is such a policy they definitely should make it more accessible. I think it's incredibly disengenuous for them to use this policy on me when I complain but not make it known to me BEFORE my trip. I've had some bad experiences with Greyhound before but I thought I'd give it one more chance. I am certain I will not be using greyhound again and I will make sure none of my friends or family does either. I'll also make sure none of my social media followers make the same mistakes I made.