Greyhound is facing service complaints after bus delays left holiday travellers stranded.

Vancouver student Carson Loveday says he got stuck not once but twice.

His bus was so late when Loveday was going to Banff for Christmas, he and other travellers took an $800 taxi from Kamloops, B.C..

Then on Thursday night, on his way back to Vancouver, his bus was more than five hours late — leaving a group of stranded passengers outside the closed office in Banff with no staff to take questions and no information.

He ended up buying a plane ticket out of Calgary for the next day.

"I mean it's bad, but it's understandable with weather conditions and things like that, but not having staff or an office open to me is pretty ludicrous because people don't know when they will leave. They could be standing outside for another four to five hours, even longer."

Greyhound told CBC News that the wintery roads combined with a high volume of holiday travellers has created the "perfect storm".

"I would encourage our customers to phone in to Greyhound, even to the ticketing line. They would be able to make recommendations as far as what would occur," said spokesperson Maureen Richmond.

"The Banff station in particular does close at a specific time and we did have a delay actually, one of the main thoroughfares between those two points was closed down."

The bus company is asking passengers to be patient.

"I know that's very disappointing for passengers and I do apologize for that, but we are really focused on getting the passengers where they want to go, and more importantly, getting them there safely," she said.