South Gate, CA
Picked up curbside at night in L.V. for trip to L.A. Had 2 bags, 1 to check in & load in baggage bay, and 1 to carry on (which had valuable electronics obtained from the Consumer Electronics Show). An assistant to driver said the bus was full & to check both bags into baggage bay. He would not issue claim tag, saying unnecessary. In fact, bus was only about 1/3 full. (The bus normally only carries 1 driver, and the "assistant" later disappeared at another pickup stop before L.A.)
1 bag was missing (the one with expensive things) upon arrival at L.A. Bus company told me to check after noon time. Said they would not take a lost report/claim form until 30 days passed (contrary to federal regulations). Bag never showed up. Theft appears to be an inside job. They never made any effort to locate missing bag.
Their website says they are not responsible for lost baggage, which is illegal under federal Dept. of Transportation regulations. After being pressed after several visits, they told me they would pay $250 which, per federal law, is the minimal liability limit they can declare . (In fact their obligation is for the full loss because they illegally declared they had no liability for baggage loss on their website, instead of putting on a dollar amount). But each time I inquired, they made an excuse that they didn't have their checkbook handy, so couldn't even pay the $250. Never got anything from them.
DOT investigated, after my complaint, and found them in violation of numerous rules governing baggage handling and claims. They told DOT they would settle with me. But they continue to ignore me. DOT told company president to call me, which he did. He told me he would call me back, and to leave message for him. He never called back or returned my messages.
This is either a totally incompetent company when it comes to baggage handling and lost bag investigation. Or, as the circumstances suggest, this was an inside theft job and the company is covering. This may be because most of their riders are lower class, who would not follow through if they experience problems. The company is apparently in a fierce L.V.-L.A. price competition with other carriers, and are cutting corners. It is a pleasant ride, certainly better then Greyhound. But you take a chance with them, and one problem can cause a disaster, as in the case. There are other bus companies between L.V. and L.A. area for about same price, and I would check them out instead.