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To the Greyhound Management,<br /> <br /> I think I had the worse experience with your company while traveling from Washington DC to NY city during this Winter of 2022. I was advised to not consider your company due to several reports of delays, but I trusted your rating (maybe from your previous customers' satisfaction).<br /> <br /> While I managed to be there at the station on time after my very nice stay in Washington DC, I had to wait for 2 hours beyond the departure time without the bus arriving, and no communication. That was very frustrating, and not professional. I called the customer care lines, which was not helpful, and suggested I consider other options since there was a warning of a snow storm on the North East coast around New York, and they cannot guarantee the arrival time of the bus of that 28 January 2021 in the evening. <br /> <br /> I asked for the refund possibility but he could not guarantee again that possibility and seems the T&amp;Cs do not apply if the bus comes late (even after 2 hours??? really). <br /> <br /> So I was left with the option of buying a ticket for another company to get my way back home to NYC. <br /> <br /> I think you need to improve on your service and revise your refund policies that are just unfair.<br /> <br /> I hope this situation is just a temporary fact during Winter, not a recurrent one.<br /> <br /> Thanks