ComplaintsforMegabus.com

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of dispute: 6/23/24 Amount paid: $43. 98 I purchased a ticket from megabus Com for transportation from Houston to Austin at 1p.m today. I went to the metro park and ride in time to wait for the bus. This is my first time doing business with them and I thought their bus would have their business name on it clearly stating Megabus, just like the ********* and ******* buses. While I waited at the metro park and ride I saw several buses come and go which were white metro buses. I did not realize that their bus looks just like the metro buses. At 12.55 pm. I called their customer Service to ask for assistance since I was not seeing any megabus coming through. The representative told me that their bus is also white and that it already left. When I asked her for a refund so I can purchase another ticket for the next bus at 4.30p.m. she started yelling at me, belittling me and gaslighting me. Essentialy telling me it was my fault that the bus left me! When I asked to speak to a manager she told me there is no manager or supervisor available. So they have taken my $43.98 and failed to provide me with the promised service due to their bus not having their business name on it. I am therefore requesting a full refund of my money that I paid to them. I'm a graduate student without a job so every penny counts at this time. Thank you.

  Business response

  06/25/2024

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you. I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  I apologize for any inconvenience we may have caused you.

  We have researched this incident and our records show that your bus left at the time it was scheduled to depart.
  
  We are so sorry, but we cannot give refunds to customers who have missed their bus.

  As a courtesy, we will only be able to offer you a Redemption Code to be used for future travel. 

  Please forward your request to *********************, along with this information provided, so that you may be provided a Redemption code.

  While we understand that this may not be the preferred resolution that you requested, please note that redemption code(s) remain valid for 365 days from the date issued and can be used towards any future travel with us. 

  Thank you for choosing Megabus.com. We appreciate your business.

  Kind regards,

  Megabus Customer Support Team  
  
  *************** 

  Customer response

  06/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 3,2024 Booking # AJ4V42Q-Purchased two tickets; $69.98- 3-9149-0602244-M862-1040-0RL-MAP $49.98; 9149-06224-M86R-1040-ORL-MAP On the date above I purchased two two tickets from ***** to *******. The customer service representative told us the terms and conditions BUT the customer service representative DID NOT SAY THERE WAS NO REFUND if we wanted to cancel she said that if we cancel we will get at least 50% of the refund returned and the customer also said we can cancel up to 15 min. if we had to. On Wednesday May 29,@5:54 p.m. first I spoke with the customer service representative for the cancellation she said there was no refund so i ask for a supervisor and she transferred me to a manager named Alien. The manager ask me for documentation on why I was cancelling my reservation and I said to him that its a personal reason and its NOT in your policy requiring a customer to provide documentation. The manager Alien was very disrespectful, rude and condescending with his responses. Hoping that this problem can be resolved I would like part of my refund returned to me because that is in their policy and that's what was told to us by the customer service representative.Sincerely,***********************

  Business response

  06/06/2024

   

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you.

  I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  I am sorry to hear about this situation, however as outlined and stated in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

  We do allow our customers to change their reservation for a fee up to 3 hours before the time you are scheduled to leave.  However, if your trip was executed and successful, we are unable to issue a refund. 

  After a review of your original complaint, Ticket # ******,you were offered a Redemption Code, as you stated you were unable to travel. 

  You can use the redemption codes when you are ready to reschedule your journey for a time when you are able to travel again. 
  
  While we understand that this may not be the preferred resolution that you requested, please note that redemption code(s) remain valid for 365 days from the date issued and can be used towards any future travel with us. 
  

  I apologize for any inconvenience we may have caused you.

  Thank you for bringing this to our attention and for being a valued customer! 
  
  Kind regards,

  Megabus Support Team Escalations
  
  www.megabus.com
  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I hope this finds you well. I am reaching out about my two recent trips on Megabus. I have been told that Megabus is punctual and when I called prior to making the reservation I was informed that Megabus is going back and forth daily and has the schedule down really well. I travelled between ************* and *** and BOTH buses were OVER an hour late. Date: April 27, 2024 From: **********, **, ************* (1:20 PM)To: ************************************ Bus Stop - *********/*********************** (5:55 PM)Operated by: Megabus NE 34-7164-042724-M21R-1320-WAS-NEW Date: April 28, 2024 From: ************************************ Bus Stop - 34th St b/*********************** (3:00 PM)To: ***************************** (7:35 PM)Operated by: Megabus NE 76-4540-042824-M21R-1500-NEW-WAS After the first bus was late... I thought it must have just been an outlier, however, the next bus was late. The bus didn't even arrive at the pick-up location until 30 minutes past departure time. Then we also stopped at a gas station on the highway for another 30 minutes with no explanation. Also, the charger did NOT work on the trip back from *** to ***. Considering this is the only perk on this bus... it was extremely frustrating and of course the bus was packed. This is not acceptable. I missed trains and subways because the buses were so late and this cost me additional expenses. You need to be more transparent on length of trips. They also want to blame the delays on traffic. But in one weekend I was late on both trips and one of my friends took a trip yesterday and they were LATE. They are never on time. Thanks,***** .

  Business response

  05/12/2024

  Hello and thank you for contacting Megabus Customer Service.
  
  We understand our bus was delayed due to unforeseen circumstances and we apologize for any inconvenience this may have caused you.  

  Our buses are inspected by our drivers every day, but unforeseen issues can still occur on the road.

  We make every effort to stick to our schedule, but delays can be caused by things outside of our control like traffic, road conditions, or weather.
  
  Unfortunately, we don't give compensation for these delays.

  The details you shared about this route will be sent to our Scheduling Dept.
  
  They will review the recent activity on this route and determine if they need to adjust the schedule.
  
  We appreciate your feedback.
  
  Thank you for choosing Megabus.

  Sincerely,
  
  Megabus Customer Support Team
  ************************ 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I had a round trip purchased for October of 2023. Via email Megabus notified me that the return trip was cancelled and said the trip would be refunded. They only refunded the return trip. When I contacted them about why my full trip wasn't refunded, I was told because I made a change to the first part of my trip prior to their cancellation, which I had to pay a fee in order to change it, that I could only get a credit for the trip. I want a full refund. If any portion of my round trip was cancelled due to Megabus, obviously I should've been given the option to receive a full refund. I would like the monies for the first part of the trip that I didn't and couldn't take returned immediately. I have no desire to use the services of Megabus any further.

  Business response

  03/28/2024

  Hello and thank you for contacting Megabus Customer Service.

  We apologize for the inconvenience. 

  After researching the bus cancellation issue, we notified you on 10/2/2023, prior to your ******** Services that your Return trip was being cancelled. 

  Due to the Return portion of the trip being Cancelled, we processed a Refund, as you took no action . 

  There was no notification or a request from you to cancel the ******** services as this Service was not Canceled by Megabus.

  Your request for the Refund was not received until 3/27/2024, and the date of your trip has already passed so your ticket is no longer valid. 

  I am sorry to hear about this situation, however as outlined and stated in in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

  We do allow our customers to change their reservation for a fee up to 3 hours before the time you are scheduled to leave.  However, if your trip was executed and successful, we are unable to issue a refund.  

  We are only able to offer you a Redemption Codeas we are unable to issue a refund due to the mitigating circumstances. 
  
  You can use the redemption codes when you are ready to reschedule your journey for a time when you are able to travel again. 

  While we understand that this may not be the preferred resolution that you requested, please note that redemption code(s) remain valid for 365 days from the date issued and can be used towards any future travel with us. 

  Please confirm the email address you would like the redemption code(s) sent to. 
  
  Should you require additional assistance in this matter, please respond via email to ************************************.
  
  Thank you for choosing Megabus, we appreciate your business.
  
  Kind regards,
  
  Megabus Customer Support Escalation Team  
  

   

  
  
  
  

  Customer response

  03/28/2024

  
  Complaint: 21493203
  
  I am rejecting this response because:
  I was notified that I would receive a refund for the trip. I assumed that I would be refunded the entire round-trip funds. I purchased the trip at one time. Morally it doesn't make sense. If any portion of the trip is cancelled without my consent the entire cost should be refunded. I do not want a credit due to I will never ride a Megabus. It's a small about to a ************* Simply the things and refund the proper amounts.
  
  
  Regards,
  
  ***************************

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My first time taking Megabus and it was less than pleasant. I took the bus from ************* March 20th for 7:20. The bus was late causing a delay. I didnt arrive in ******** until about ***** after the scheduled time causing me to change my plans. Not to mention it was super cold. I attempted to exchange my departure ticket. At the end of the transaction it said that I had a $29.99 credit. That credit was not received and it looked like I had abandoned the trip. I called customer service and the agent was beyond rude and inconsiderate. My problem never got resolved. Although the cost is cheaper I will not recommend using this service. I would like to be fully refunded for my purchase.

  Business response

  03/24/2024

  Hello and thank you for contacting Megabus Customer Service.
  
  After reviewing your account, we see that your trip has passed from your contact on 3/24/2024..
  
  As a general rule of thumb, emails take about 3-5 business days for a response.
  
  In the future, if you need immediate assistance, we advise you to contact our customer service at ************, 8AM - 8PM EST, or you can send us a message on ******** (Megabus) or ******* (@megabushelp).

  Our records show that our call center was contacted on 3/24/2024. for your travel dates: 38-8164-032124-M21R-0720-WAS-NEW and 34-3254-032224-M21R-1400-NEW-WAS.

  We are eager to address your concern, but we can't find your account for your travels on 3/20/2024.
  
  Please resend your information along with your reservation number to ************************************, so we can investigate and respond to you.
  
  If you do not have your reservation number, please respond with your trip details (origin, destination, date and time of travel) and the email address used to make this purchase.
  
  Thanks for choosing Megabus.
  
  Sincerely,
  

  *****

  Customer Support Team 
  **************************************
  
  

  Customer response

  03/24/2024

  
  Complaint: 21478878
  
  I am rejecting this response because:

  I have reached out to the customer service via email and I am awaiting further response. The reservation number is 34-3254-032224-M21R-1400-NEW-WAS. In an attempt to exchange my ticket for credit it didnt process.

  
  
  Regards,
  ***************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bus from ** to *** was supposed to depart on 12/31/2023 at ****. I arrived around **** per the guidelines to ensure Megabus had ample time to check tickets and load luggage before departure. It was 37 degrees outside. Our bus did not arrive in the station until ****. People were standing out in almost freezing temperatures for over an hour with few updates and no options for keeping warm. This is beyond unacceptable. Megabus should issue refunds/ credits to every ticket holder and have an overhaul of operations management as this is not an isolated incident.

  Business response

  01/10/2024

  Hello and thank you for contacting Megabus ****************.
  
  Were sorry to hear that your trip was delayed and we understand how much of an inconvenience this can cause you.
  
  As an apology, we will send you a redemption code worth 100% of the price of your original ticket. It will arrive in a separate email and can be used towards a future purchase.
  
  To receive your discount, simply enter your code in the area provided before making your final payment. 
  
  Thank you for choosing Megabus and we hope to serve you again soon.
  
  Sincerely,

  *****

  Megabus **************** Escalation Team

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter was stuck in ******* at the hillcroft location in *******, 1st bus broke down and it was hours before another bus came. Daughter was outside waiting for over 4 1/2 hours . *************** closed at 8pm but calls were made before that. No response

  Business response

  11/23/2023

  Hello and thank you for contacting Megabus Customer Service.

  We are eager to address your concern, but we can't find your account.

  Please resend your information along with your reservation number so we can investigate and respond to you.
  
  If you do not have your reservation number, please respond with your trip details (origin, destination, date and time of travel) and the email address used to make this purchase.

  You may forward your complaint with the information directly to ************************************.
  
  Thanks for choosing Megabus.

  Sincerely,

  Megabus Escalation Team

   

• Initial Complaint

  11/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  reservation 5/9-1384-111823-M23R-0930-PHI-NEW I purchased 4 tickets going from a location in ************ to ***, round trip for 18Nov23. First, the return tickets (***-***) were cancelled, and a refund was given for that portion of the trip only. I was left with tickets that were no longer a round trip. A refund was requested for the first portion (***-***) and that was denied. So now I am going to *** with no return trip. Then, the location as to where the bus was leaving from *** was changed. So now, I am leaving from a new location that I did not originally select and cannot get home. The company refused a refund for the remaining one-way tickets. When I purchased the tickets, there is a reasonable expectation that they would not continue to change the locations, departure times, or trip in general. All these changes made the trip useless as I had an itinerary to follow that required the specific times and locations that I booked.

  Business response

  11/17/2023

  Hello ***,

  I will be happy to assist you today!

  I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.  

  I have reviewed your account and see that we have successfully refunded you in the amount of $58.94 on November 16, 2023.  I also see you have been refunded in the amount of $44.95 on September 19, 2023.
  
  Please allow 3-5 business days for the funds to show in your account.
  
  Thank you for choosing Megabus. We appreciate your business.
  
  Kind regards, 
  *******  
  

  
  

  Customer response

  11/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ticket for a bus from ************ to ** in April 2022. The bus never showed up. I was issued a code for the value of the bus which I am now being told has expired. The value of money does not expire and this is fraud.

  Business response

  10/11/2023

  Hello ******,
  
  I am eager to address your concern, but I can't find your account.
  
  Please resend your information along with your reservation number so we can investigate and respond to you.
  
  If you do not have your reservation number,please respond with your trip details (origin, destination, date, and time of travel) and the email address used to make this purchase.
  
  Thanks for choosing Megabus.com. We appreciate your business.
  
  Kind regards,
  
  *******

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Megabus cancelled my trip from *******, ** to **********, ** on 9-30-23 due to inclement weather. I contacted them numerous times by both phone an email to issue a refund, They assured me on all occasions that they would issue a refund, but it never showed up. Booking number 2-7434-093023-M94R-1100-ATL-MON. They refused to send an email confirmation of any refund.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩