ComplaintsforMegabus.com

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Megabus (not I) canceled a trip I purchased in 10/22 and did not inform me. I did not find out about the cancellation until I got to the bus terminal on the departure date of 11/25/22.Without my asking, Megabus refunded a portion of the ticket cost($42.99) but not the $3.99 booking fee. I have asked numerous times for the booking fee of $3.99 to be refunded but each time, Megabus has declined stating that tickets cannot be refunded. (See 12/22/22 response from Megabus)Ticketing information is below.Reservation summary for order AJLTSEI Reservation Number 2-8999-112522-M74R-1615-***-BAT Ticket Date: November 25, 2022 From: *******, **, ********* ******************* at *************************************** (4:15 PM)To: ***********, **, NE Corner of ************* and ********* (*************) (9:15 PM)Seat(s): 9 Passengers: 1 Price: $42.99 (inclusive of reserved seat price: $3.00) Cost and Payment Summary Ticket Price: $42.99 Booking Fee: $3.99 Total Paid: $46.98 I have been refunded $42.99. I have Not received the additional refund of $3.99. Again, Megabus canceled the trip. I did not cancel it. Response fromMegabus on 12/22/22: Unfortunately, your reservation can't be canceled or refunded after it's been purchased but you can change your reservation as long as it's more than three hours before your scheduled departure time.Check out this link ********************************************************** for more information on how to change your reservation.

  Business response

  01/03/2023

  Hello ********,
  

  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 I 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.   
  

  After investigating this matter, I see we have refunded you in the amount of $42.99 on November 7, 2022, at 6:33 a.m. We also refunded your $3.99 on December 29,2022, at 7:31 a.m.
  

  If the refund is not yet reflected in your bank account, please note, some institutions can take between **** business days. If you do not see the funds returned to your account, please contact your bank, and advise of the date we provided the refund.   
  

  I apologize for any inconvenience we have caused you.
  

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

  Kind regards,
  *******

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a college student at ****** ************** I purchased a ticket to get home from school and The bus was canceled leaving me and ********************************************************************************************************* ******* who refused to return my money in form I paid with and I was told to just deal with the situation. I am from a single parents house hold were funds limited to be told dealing with it . We were notified late and had less than 24 hrs to get off campus when explaining that to call center I was told that I can rebooked 14 days and all wants is my money back

  Business response

  12/20/2022

  Hello *******,
  

  I hope all is well.
  

  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.   
  

  After investigating this matter, your trip on November 27, 2022, was not canceled.
  

  I see that our driver bypassed **************** stop. I have honored your request for a refund. You have been refunded $78.99. Please allow 3-5 business days for your funds to be refunded to the original payment method.

  I apologize for any inconvenience we have caused you.
  

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

  Kind regards,
  *******

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/23 and 10/24/2022 I was having trouble booking my Megabus ticket from ****** to ******* for 11/4/2022 funeral trip. I sent an email and they reached out to me and then confirmed my ticket with an email. I also could ask for a text and I requested that as well. I do not have emails on my phone. I did receive a text with my reservation. When I went to board on Nov 4th, at 7 am, I showed my text to the clerk at the bus. She said it was for the night trip and she could not let me on the 7:30 am bus as I must NOT have paid for the morning trip. The night before the trip Megabus had cancelled my return trip from *******,however they said they would refund that trip. I tried calling the office to speak to someone but it stated they would not open till 8 am. Since I had to be at a funeral that day, I returned home and drove myself to *******. I assumed that my payment for Megabus had not gone through for the morning trip since I was not on the clerk's list. I was going through my statements and saw that I had indeed been charged for the whole trip on 10/24/2022 for $86.98. I had a credit for $3.01 on 10/25/2022. I also saw a refund for $39.99 on 11/5/2022 for the evening trip. I feel I am owed a refund of $43.98 for the morning trip. I was sent a text for the trip but not the entire trip, also there was no way to reach customer service when I attempted to board that morning in order to receive help. Please resolve this and refund me my $43.98 that I had indeed paid. Also if you are going to run buses at 7:30 am, then have customer service available by 7 am. That would be true customer service.

  Business response

  12/20/2022

  Hello *************************,
  
  We have reviewed your concern and would like to advise our conclusions.
  
  We're sorry that we had to cancel your trip.
  
  Since you were unable to travel, we have refunded your outbound trip in the amount of $43.98USD.
  
  Please allow 3-5 business days for the return to process.
  
  Please be advised that megabus.com Customer Support line is open from 8am EST to 8pm EST. The customer support line would have been open during the time of you trip (7:30am CST) as it was 8:30am EST at that time.
  
  We sincerely apologize regarding any inconvenience this matter has caused you.
  
  We send you our sincerest condolences regarding the passing of your loved one.
  
  We hope that you can allow us another opportunity to better serve your future travel needs.
  
  Thanks for choosing megabus.com!
  
  Sincerely,
  
  ******
  Customer Service Escalation Lead
  https://www.megabus.com

  Customer response

  12/26/2022

  [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

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered trip to ********, ******** from **********, ******** set for 11/22/2022 and because I had to change my plans, I cancelled my trip. Turns out, I didn't actually cancel because Megabus doesn't allow refunds and Megabus charged me for a trip I didn't take. That's ridiculous and unacceptable. Especially because someone also only has 10 minutes to book another trip that might not happen in months. How is anyone supposed to plan another trip months ahead in 10 minutes? They should at least return it for credit in the future, not 10 minutes! I will not be recommending this bus company to other people. Looking to get full refund or a redemption code for the entire amount that will last more than 10 minutes.

  Business response

  11/28/2022

  ****************,
  

  I hope all is well. 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.   
  
  Due to our terms and conditions, our tickets are nonrefundable. Once completed, megabus reservations cannot be canceled or refunded, but they can be traded in for another journey up to 3 hours before your original scheduled departure.
  

  Megabus is not responsible for delays or cancellations caused by traffic, road conditions, weather or other causes over which it has no control.
  

  Alternatively where megabus fails to provide on time-reliable service for reasons wholly within our control refunds, or alternative travel arrangements, may be offered.
  
  As a courtesy, I have provided you with a redemption code. Your redemption code was sent to your email address ******************** on November 28, 2022. Your redemption code is valid for 365 days from issue date.
  
  I apologize for the inconvenience we have caused you.
  
  Thank you for choosing Megabus.com. We appreciate your business.
  
  Kind regards,
  *******

  Customer response

  11/28/2022

  [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

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi there,I have been traveling to and from ************* from ********* via Megabus for years and have never experienced the negligent service that I did on this last round trip service that I was subjected to.My trip up to ******** on October 13 was extremely bumpy, causing me to become nauseated the entire drive, defeating the purpose of the table seat to work. The driver was so erratic that we were weaving in and out of lanes, including off of the highway while in ********** at one point. Additionally, the air conditioning did not work. The driver was constantly coughing and sniffling, as were the passengers.My trip back to ********* on October 17 started with a seat, again at the table, that was sticky, that was not a full table. The charging ports did not work, the cup holders did not accommodate a normal size water bottle, the lights above the seat did not work, and neither did the air. The driver was nastyas was the odor emanating from the bus as soon as we entered across from the ************** Trapped for over three hours, everyone was forced to wear a mask for the entirety of the trip or breathe in unsanitary air.One of the selling points to Megabus is the free WiFi. However, neither trip had any WiFi at all. I was forced to use the hotspot on my phone to work, draining my phone battery to get work done.Needless to say, I demand a full refund for the amount I paid to my BANK ACCOUNT, not a CREDIT to use for your service again, as I will never be utilizing Megabus again.I booked this round trip journey on July 30 for $83.48 on my **** card. This was for two reserved seats on the October 13 bus from ********* to ******** at 2:35pm and for two reserved seats on the October 17 bus from ******** to ********* at 12:00pm. I am asking for the full refund back. That is the only acceptable resolution.

  Business response

  11/09/2022

  Hello *******,
  

  We have reviewed your concern related to your complaint ticket #****** and would like to advise our conclusions.
  

  We have reported your feedback directly to the hub manager to review and further investigate your claims of the drivers erratic driving on 10-13-2022. As per GPS tracking and bus performance reports, no erratic driving could be confirmed as the trip indicates to have been operated within the appropriate safety parameters set forth for all our drivers.
  

  As per your travel on October 13,2022 from ******** to *********, there were no issues with the ** during the precheck before the bus departed the yard. As per weather reports for October 13, 2022 the temperature reached a high of 67 degrees.
  

  We're sorry to hear that the temperature of the bus was uncomfortable during your trip. 
  

  We make every effort to ensure the inside of the bus is set to an ideal temperature, but it is difficult to suit the preference of each passenger.
  

  Unfortunately, the temperature on the bus is pre-set and the bus driver cannot make any changes, however we have forwarded your feedback regarding the temperature to the hub manager for review. 
  

  Additionally, your report regarding the status of the cleanliness of the bus on 10-17-2022 was also reported to the Operations Manager for review. The service you took was a turn around service meaning that the bus would not have been able to access cleaning facilities before returning to the yard. We sincerely regret any inconvenience this caused you.
  

  Please be advised that at this time, we are unfortunately unable to offer Wifi in order to continue to provide service across ******* and ****** to all our valued customers.
  

  While we are unable to honor your request for a refund (as per our terms and conditions) since both of your trips operated on or close to schedule and successfully got you between ******** and *********, we have provided you with redemption codes worth the 100%value of your booking as a courtesy in the total amount of $83.48USD.
  

  Redemption codes are valid for one year after the date issued and can be used towards any future megabus.com travel in *******.
  

  In order to use the codes simply input them into the field indicating (+Add Redemption Code) at the bottom of the checkout screen.
  

  The codes were sent to the email address ******************** on 11-09-2022, please advise if you have not received them so that we can have them resent to you promptly.
  

  We sincerely hope that you can allow us another opportunity to better serve your future travel needs.
  

  Thank you for choosing megabus.com, we appreciate your patronage.
  

  Kind regards,
  Customer Support Team
  https://************************

  Customer response

  11/09/2022

  [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 ********. This resolution addresses some of the points made within my initial complaint, although not all. However, to save the hassle of continuous emails and no further resolution by the business, I will accept their resolution with no plans to redeem their redemption codes prior to their expiration date.
  
  Regards,
  
  *************************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been waiting in a rest stop area for three hours our bus broke down around 2 PM they told us we would have to wait about 60 to 90 minutes for a repairman. The repair man came and could not fix the bus, now megabus the company is telling us that we have to wait for another megabus to be sent from **, that is three hours away. We are on the border of ************** and coming from ** in rush-hour we will have to wait 4 plus hours. Customers have requested that they call a charter bus that is closer by and they are refusing to do so. I have called to ask for a refund and theyre telling me I cant even get my refund until the trip is done, which requires me to wait 4+ hours to get that refund. This the second time this is happened to me, they dont have any type of set up that will make sure that customers dont have to wait hours for repairs or rescheduling they have no support systems, no headquarters, nothing, this is a bad business and I want my money back. I will never ride megabus again. They need a better infrastructure this is ridiculous.

  Business response

  10/31/2022

  Hello Saada and thank you for contacting Customer Service.
  
  Were very sorry for the long delay you experienced on your trip and for any inconvenience that this has caused you.
  
  We have refunded you in the amount of $74.99USD on 10-26-2022.
  
  As per our payment systems, it appears that the funds have been successfully returned to the account associated with the payment method used to book on 10-31-2022 at approximately 7am EST.   
  
  If the refund is not yet reflecting on your bank account, please note, some institutions can take between **** business days.  If you do not see the funds returned to your account, please contact your bank and advise of the date we provided the refund.   
  
  Thank you for choosing megabus.com, we hope that you can allow us another opportunity to better serve your future travel needs.
  
  Kind regards, 
  
  megabus.com Customer Support

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Friday, 21, 2022 I decided to ride the Megabus from *******, ** to ***********, **. The driver was discourteous and entertain road rage with an 18 ******* as we approached *********, **. I told him that I prefer him not to do road rage with me on the bus and that he can wait until I reach my destination. He immediately got upset and said that he was gonna pull the bus off and drop me off on the side on the road. Then he proceeded to say "let me hurry up and get this bus to *********** so I can get this lady off my bus. My reason for saying what I say is that he claim the truck got in front of him and hit his brakes That is not so. I was sitting the first seat facing the highway. Our entire trip he made remarks or honked his horn if someone was going too slow in front of him. This is not called for. Yes I was scared. The bus is a big vehicle and he had all our lives in his hand. He then proceeded to say how mad I had made him. When he pulled up on the side of the 18 ******* he pointed his finger at the drive and then took off his glasses to ride on the side of the 18 ******* to let him see he was mad. This is not good practice driving a bus with people on it.

  Business response

  10/25/2022

  Hello ***** and thank you for contacting Customer Service.
  
  I am happy to assist you today and very sorry to hear that you felt your safety was at risk on your recent trip.  
  
  Safety is a top priority, and we take these concerns extremely seriously and greatly appreciate you bringing this matter to our attention. 
  
  We will review all mitigating factors and take the necessary actions required to ensure this matter is remedied with the utmost urgency.  
  
  I apologize for any inconvenience we have caused you.
  
  Thank you for choosing Megabus.com. We appreciate your business.
  
  Kind regards,
  
  *******

  Customer response

  10/26/2022

  [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

  10/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a ticket October 6th for 11:50pm bus. The bus never arrived and no notice was given. I asked for a refund since their website states if the bus gets cancelled or delayed on the companies end a refund would be issued. Once I contacted the company, I was told even though their website states that no refund could be issued because all sales were final, and I could get a redemption code instead. That is not a reasonable solution to me. The bus not arriving cost me an additional $155. I had to purchase a last-minute ticket from another bus company to ensure I arrived on time for my engagement on Friday October 7th. The company collects data such as phone numbers and emails and nothing was sent even stating the bus would be delayed. Just poor customer service all the way around. I want my money back not a redemption code. For all I know the exact same thing will happen next time as well.

  Business response

  10/25/2022

  Hello ***** and thank you for contacting Megabus Customer Support.
  
  Were sorry to hear that your trip was delayed on October 6, 2022, 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.
  
  Can you please provide us with the email address you will like your redemption code sent?
  
  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 and we hope to serve you again soon.
  
  Sincerely,
  
  *******
  
  

  Customer response

  10/25/2022

  [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

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Megabus ticket and waited for 40 minutes after schedule time, decided to call customer service to check the whereabouts of the bus (the bus tracker incorrectly placed it almost to ********). The agent disclosed because of a road blockage of some sort the bus will no longer be servicing at that stop. I told him other buses were arriving from other companies and he reiterated I would have to make my way to the other stop 15 min away. I would not have made it in time. The bus never arrived to scheduled stop and if it did, the agent gave me incorrect information leaving me to purchase a ticket with another bus.

  Business response

  10/17/2022

   

  Hello ******,
  

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

  After investigating this matter, I see you were not alerted about the bus stop change.
  

  For the inconvenience, I have gone ahead and provided you with a refund of $22.50.Please allow 3-5 business days for the funds to be returned to the original payment method.
  

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

  Kind regards,
  *******

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday, October 8th at 7:50 am, I rode the ************-******** bus (AJLKA2Q). While I had bought a reserved ticket in advance, it was over-sold, and the driver forced 3 people, including me, to stand/sit on the rear stairwell. Uncomfortable and unsafe! I've already asked Megabus for a refund, but Megabus is refusing because the camera footage, which almost certainly does not cover the rear stairwell, does not show this incident. I don't have a photo, unfortunately. Please process my refund ASAP. Thank you.

  Business response

  10/17/2022

  Hello *******,
  

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

  Currently this incident is still under investigation. We are trying to retrieve the cameras in the back of the bus.
  

  Please allow 3-5 business days. I apologize for any inconvenience we may have caused you.
  

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

  Kind regards,
  *******

  Customer response

  10/25/2022

  [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.

  Megabus has since sent me redemption codes for $24.50 that can be used for future travel. Thank you!
  
  

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

*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. ↩