Kitchener-Toronto Greyhound commuter unhappy with consistent delays

A passenger who regularly commutes between Kitchener and Toronto on the Greyhound Bus says buses often depart and arrive much later than advertised.

Passenger says buses often leave much later than advertised

The indoor area of the Charles Street Transit Terminal has been closed since the summer. (Matthew Pierce / CBC)

A passenger who commutes regularly between Kitchener and Toronto on the Greyhound Bus says there is a significant difference between the times that buses are scheduled to leave and arrive, and when they actually do.

According to Greyhound's website, there are two buses that are scheduled to leave the Charles St. W. bus terminal in Kitchener at 5:30 p.m. 

One is an express, arriving in Toronto at 7:30 p.m.

The other makes a few stops in Guelph before a scheduled arrival at 8:05 p.m.

If these buses leave at 6:00 p.m., a half hour after they are scheduled to,  "that's a best case scenario," said commuter Dasarathi Rajagopalan.

"The prior week it was actually at 7:30, so that's a two hour delay just for the bus to leave," said Rajagopalan.

Rajagopalan found work in Waterloo and lives here during the week, but commutes back and forth to be with his family. He has been commuting between Kitchener and Toronto for the last four weeks and says each time the Friday bus has left much later than the time printed on his ticket. 

In a written statement to CBC, Greyhound said that "Greyhound works diligently to improve its on time performance rate which currently operates at 80+% across our network."

"In cases where there is a delay, it is largely due to the heavy amount of traffic flowing in and out of Toronto where both schedules pass through daily, weather, construction and other factors that impact ground transportation," the statement said.

Winter wait time

Rajagopalan said he expects the long wait times will become more taxing during the winter months.

"I am okay, I am 28 years old [but] imagine a situation where you are not physically blessed as I am," he said. 

There are similar problems with his bus from Toronto to Kitchener on Monday mornings, he said.

The bus is scheduled to leave Toronto at 6:45 a.m. and arrive in Kitchener at 9:00 a.m. 

"Not one time has the bus reached [Kitchener] at 9 a.m.," he said. 

Rajagopalan said that he is usually about 30 minutes late to work and makes up the time by staying later in the evening.

Thanksgiving weekend delays

Overselling tickets on the bus is also an issue, according to Rajagopalan.

On Oct. 11, he said there were approximately 80 people in line for the bus, which has a capacity of about 50. He was one of the lucky people that got on the bus, he said, so he is unsure how long those after him had to wait for another to come. 

In a statement, Greyhound said the bus was not oversold. 

"The bus was not oversold, and the second bus was already planned to support additional demand. Unfortunately, the second bus was delayed," Greyhound's statement said. 

When asked about overselling, Greyhound said it does not oversell tickets. 

About the Author

Matt is a reporter at CBC. You can reach him at