Bus Tickets from Times Square to Springfield

Every single person I encountered was rude. I missed my bus and went to Info booth in Port Authority once I realized it. Woman asked me why did I do that (with attitude). Info I got about next bus came from another person standing nearby but his info was wrong. Went to ticketing. First I went to Peter Pan to see if they had a bus before the next bus on Greyhound. They did not. Went to purchase new ticket at kiosk. It did not list the next bus to springfield. Went to ask the person assisting people at kiosk. I waited while she helped another customer. She indicated she was ready to hear what I needed, then told me bus was sold out and if I wanted to change it I had to get in the very long line (over 10 people) at ticketing. There were 4 computers, 5 people behind the counter but only 1 person actually helping customers. Eventually there were 2 and after 15 min I got my turn. I was told in a harsh tone that to change bus was $20 cash. which I paid, then she walked away without saying anything. 5 min later it was clear she was looking for a stamper as I gleaned from interaction with clerk at next computer. Then came the bus ride. Driver made it clear she had a retired as a corrections officer and was now driving this bus. She had rules she would tell us when we were on the road. Fine. A customer in the back went up to her while she was in the middle lane on 95. She pulled onto shoulder of road and said she didn't appreciate his attitude. He might have been rude to her but I did not hear the exchange. He was claiming that everyone in the back was nauseous because it smelled like gas. Additionally,another rider had vomited in the bathroom. Driver got out of bus and check for leaking gas. claims none. Still man and driver are exchanging words. one passenger got off the bus and started walking to Exit 2 sign nearby. Not clear how far the exit. Driver is on the phone with corporate and handing out customer service cards to cover her that she was not rude and trying to figure out what to do. She appeared more worried about losing her job than solving the problem. Eventually, she was told to go to rest stop where either bus would be cleaned or new bus would come. At rest stop she just let everyone off the bus with no plan about when to return to the bus for an update. That's when I made a plan with two other passengers, my seat mate and another person. we got uber from rest stop to Darien Metro North - took to New Haven and had my ride pick up there. One person took train to Northampton and I gave other person a ride to Otis on our way to Becket. I was originally due in to Springfield at 3:10 - I have no idea what happened with bus but I arrived at my destination around 8:30pm

Not clear why driver went from Port Authority to midtown tunnel, rather than just using West Side Highway. Took over an hour to get out of the city.

The Bus was delayed for about 2 hours and I couldn't wait to go with it. So disappointed. I hope I am refunded my ticket fair.