ComplaintsforMegabus.com

• Initial Complaint

  07/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I would like to file a complaint with the company Megabus where the bus station in ******** was impossible to find. There was no signs anywhere indicating how to get to the bus station from the metro.The signs should be large and have the same font style as the company logo so it's easy for anyone (nurotypical or atypical) can find the location.I almost missed the bus due to the fact that I had a difficult time finding the bus station.

  Business response

  07/25/2022

  Hello *******, 

   

  We have reviewed your feedback and would like to advise our conclusions. 

   

  We appreciate your feedback and have forwarded this information to the appropriate Operations Manager for review. 

   

  We sincerely appreciate your feedback regarding sign placement at the ******** stop location as it will assist us in efforts to improve our services for our valued customers. 

   

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

   

  Kind regards, 

   

  Customer Service Escalations Team

  https://www.megabus.com 

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hesitant to write a complaint but I didnt expect Megabus to be this crappy over a simple refund. I visited a friend in DC and decided to buy round trip tickets from *** to DC for 4th of July weekend. The trip from *** to DC was routine as I expected where I show up at the bus stop on *********** and leave at the time the bus said it would leave, that my ticket indicated. UNFORTUNATELY, this was not the case when I left DC to come back to **. I went to Union station at the bus stop at 5:45 for the bus that was supposed to leave at 6:20. 6:20 comes and not a single bus shows up to pick people up to ***. 30 minutes pass and still no bus to **. I give the benefit of the doubt thinking its traffic. I ask Megabus staff around where the bus could be and they tell me they have little to on buses in general. An hour passes by and they tell me the 6:20 bus might not have existed to begin with and I was pretty ****** at that point. It was not until 7:30 that a bus to ** shows up (for the 7:50 leave time) unfortunately for me the bus was sold out so there was no space for people on the standbye line. I had to wait for the 9:50 bus. While I was able to get on a bus, I had to pay for a ticket and I got home at 3am with work in the morning. But what makes me upset the most was customer service. They told me they tracked my bus at the bus left a few minutes early which is a complete lie. Then told be they would investigate and I would get a refund in 3-5 business days. They then had the nerve to email me again and tell me they are investigating further and would take 5-7 business days. After I emailed them back stating I need a more prompt refund, they pushed my refund back FURTHER to **** business days. If they had resolved this from the first time I called them I would not be writing this. P.S.Still waiting for my refund.

  Business response

  07/18/2022

  Hello Hakeem, 

   

  We have reviewed your concern and would like to advise our conclusions. 

   

  As per our investigation, we have confirmed that your service on 7-03-2022 Washington to ******** departed early at 6:16pm. 

   

  We apologize regarding any inconvenience this has caused you, and we have initiated a refund of the reservation: 11-1875-070322-M21R-1820-WAS-NEW in the amount of $42.50USD. 

   

  Please allow up to 5-7 business days for processing of these funds back to the account associated with the payment method used to purchase. 

   

  We further apologize regarding any delay for resolution to your concern. 

   

  We appreciate your patience and we hope that you can allow us another opportunity to better serve your future travel needs. 

   

  Thank you for choosing megabus.com, we appreciate your business!

   

  Kind regards, 

   

  ******

  Customer Service Escalation Lead

  https://www.megabus.com 

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For the second time in two weeks, we purchased a ticket for Megabus and the bus never arrived at the stop. Because Megabus does not provide timely and appropriate customer service--complainants are told by an online bot or a human rep. that someone will reach out in 3-5 business days, but no one ever contacts you back--I have found that the only way to resolve issues with them is to file a complaint with BBB.My daughter had a ticket on the 8:20 p.m Megabus from *****************************. in ************ to ******** last night, July 13. The bus never showed. The bus tracker seemed to show the bus stuck in **************, ********** en route to ************, for at least an hour after the scheduled arrival time. My daughter had to take the train to ******** instead, incurring inconvenience and expense. The worst part of the Megabus system is that no contact is ever received by passengers about a late Megabus. You can wait on the corner for hours having no clue what is happening, or give up and leave, which we did.We seek a full refund and, this time, additional compensation for the inconvenience. It is unacceptable for a business to be run this poorly without any consequences. Ticket info. below:Reservation summary for order AJJDYIQ Reservation Number 21-9046-071322-M23R-2020-PHI-NEW Date: July 13, 2022 From: ************, **, ************* at ********** (8:20 PM)To: ********, **, ********************************* (10:20 PM)Seat(s): 16 Passengers: 1 Price: $31.99 (inclusive of reserved seat price: $2.00)Cost and Payment Summary Ticket Price: $31.99 Booking Fee: $3.99Total Paid: $35.98 Powered by Worldpay Worldpay's merchant reference: 116144110-1657755214126 Method of payment: ECMC_CREDIT-SSL Card Ending in: **** Authorisation Code: ******

  Business response

  07/18/2022

  Hello,
  

  I apologize for the frustration you are experiencing. Our customers matter to us,and we 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, I see that our bus arrived in ************, ** (************* at **********) at 20:20 and departed at 20:22 on July 13, 2022. The bus departed two minutes after the scheduled departure time.
  

  Unfortunately,I cannot provide your daughter with any compensation due to a missed bus. I apologize for any inconvenience we may have caused you.
  

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

  Customer response

  07/18/2022

  
  Complaint: 17565806
  
  I am rejecting this response because:
  

  If the bus did in fact arrive, that was not reflected by the Megabus tracker.  We checked the tracker numerous times in the ***** minutes before the scheduled arrival time, and it repeatedly placed the bus near **************, **, 20 miles from ************.  My daughter relied on the representation of the tracker that the bus was many miles away, and would be very late, or not arrive at all, and she made other travel arrangements.  Seems to me that if Megabus provides a tracker service that shows the bus is going to be very late or not arrive at all, customers should be able to rely on it.  Would appreciate Megabus feedback and explanation of why the customer should be held responsible if the tracker system is malfunctioning.  
  
  
  Regards,
  
  *********************

  Business response

  07/25/2022

  Hello Adena, 

  We are sorry to hear about your daughter's most recent experience with us

  I have reviewed your account and see that we have successfully refunded you in the amount of $35.98USD on 7/25/2022.
  
  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 retuned to your account, please contact your bank and advise of the date we provided the refund.   

  Unfortunately, we are unable to honor your request for reimbursement regarding any other travel expenses. 

  We have provided you a refund as a courtesy as our terms and conditions state that megabus.com reservations are non-refundable after purchase.

  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 business!
  
  Kind regards, 
  
  ****************
  

  Customer Service Escalation Lead

  https://www.megabus.com 

  Customer response

  07/26/2022

  [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

  07/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a ticket for a Megabus ride from *****************. in ************ to ******** for 12:20 p.m on July 4, 2022. We were only able to get within a block of the bus stop, as the road the bus was supposed to stop at was closed for a parade. We went to the stop anyway, even though there was no way a bus could get to the stop due to the road closure, and of course the bus never arrived.We called Megabus before the scheduled departure time and asked what we should do, as the road where pick up was supposed to happen was closed to vehicle traffic. Waited for 20 minutes on hold, then was put on hold for another 15 minutes, and then the call was disconnected.We tried again to call Megabus from home--the trip had to be cancelled as we could not catch a bus or contact Megabus. We reached a customer service rep after a long wait, and were told we would be contacted in 3-5 days. This is unacceptable--it should not take a week to discuss and resolve this complaint. We paid for a ride we never got. We should have received, at a minimum, a prompt refund.Our reservation number is 61-8038-070422-M23R-1220-PHI-NEW

  Business response

  07/05/2022

  Hello Nina, 
  
  Were sorry there was a change to our bus stop location.  
  
  Sometimes due to street closures in the area, we are required to move our location.
  
  We make every effort to alert our customers by email, text, and advisories on our website.

  As an apology for the change, we have processed a refund worth the full value of your reservation ($25.98USD).
  
  Please allow at least 5-7 business days for this refund to reflect on your account. (Could be sooner depending on your financial institution)
  
  Thank you for choosing megabus.com, we hope to see you soon!
  
  Sincerely,

  ******
  
  Customer Service Escalation Lead

  https://www.megabus.com 

  Customer response

  07/06/2022

  [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

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was returning back from *******, ** on May 9th on my way back to **************. The bus was frigid cold and I stepped off the bus to warm up when we arrived in *********, **. The driver never did a head count and ultimately left 5 of us in *********,. I called **************** and was informed that ********************** has no way of communicating with the driver thus leaving us stranded without our luggage. There are no checks and balances with this company. No way of even knowing where my luggage is or where to go get it. My medicine is in my luggage. I have ridden Megabus for over 10 years and this has never happened. I want a refund on my ticket along with them finding my luggage! This is a travesty!!

  Business response

  05/14/2022

  Hello *****, 

   

  We have reviewed your concern and would like to advise our conclusions. 

   

  We are very sorry to hear that you were left behind at the *********, ** stop during your travel on May 09, 2022. 

   

  According to your account history, we are happy to know that your left behind luggage has been found. 

   

  We see that you were assisted by our agent *****, who helped you have your items located.

   

  Please be advised that megabus.com passengers are not to de-board the bus at any bus stop locations along their route, as they may be identified as persons with that specific stop location as their final destination. 

   

  Again we sincerely, apologize regarding your recent experience with us. 

   

  Unfortunately, based on our terms and conditions we are not able to honor your request for a refund. 

   

  However, as a courtesy we have provided you with redemption codes worth the 100% value of your reservation. 

   

  Please be advised that redemption codes are valid for one year after the date issued and can be used towards future travel with us. 

   

  We look forward to having you travel with us again very soon. 

   

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

   

  Kind regards, 

   

  ******

   

  Customer Support Team

  https://************************ 

   

   

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Megabus scheduled from ***************, ** to ****** Airport was over two hours late. I had to share an Uber with two other passengers to make our flights.

  Business response

  05/01/2022

  Hello *******,
  
  Were very sorry for the long delay you experienced on your trip from *************** to ***************** Airport and for any inconvenience that this has caused you.
  
  We have reviewed your account and see that we have successfully refunded you in the amount of 34.99USD on 4/30/2022.  
  
  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. 
  
  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 business!
  
  Kind regards, 
  
  Lamont 
  **************** Team Lead
  https://************************  

  Customer response

  05/02/2022

  
  Complaint: 17124170
  
  I am rejecting this response because:

  Thank you for the update. In addition to the refund of my bus ticket fare, I would also like refunded to me the amount I had to pay to share an Uber ride with two other stranded passengers. My portion was $58. 

  
  

  The hours long delay of the bus and having to urgently find alternate transportation to make our flights was very stressful. Megabus needs to compensate me for this extremely unprofessional service.

  
  

  Thank you,

  *****************************

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

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On march 26th I made a purchases for a megabus ticket from ******** to ********* at 11:30pm. I arrive at the location at 11:32 to find that the bus has left without me so I then purchase a ticket for 3:30 am hoping to catch the next bus but I mistakenly purchase it for a later date on March 29th and not the 27th. I hastily purchase then correct ticket for 5:00am for the same night and board the bus and arrive back to my place in *********. This incorrect purchase had me have to wait at the bus stop for a whole hour in the freezing cold in ************* and was just a horrible night. I called Megabus customer service two days later because I had work all day the previous day to see if I can get a refund for the 3:30am ticket at least since I will not be using it since I already arrived back to *********. They said it was against policy and I asked to speak to their supervisor but even they would not pick up. I kept this up for an hour then sent a message to [email protected] explaining my situation but was told by a virtual assistant that I will not receive a refund. I was satisfied with my trip to ******** but am left with a bad taste of how I was treated afterwards and find it very unfair that I cant get this ticket refunded that I will not be even using at all. Id like to be given a full refund for this ticket for this extraneous circumstance please. My ticket number for the March 29th 3:30am is 16-8201-032922-M21R-0330-NEW-BAL

  Business response

  03/30/2022

  Hello,
  
  We're sorry to hear about the inconvenience you described.
  
  I apologize for the frustration you are experiencing. Our customers matter to us and we 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.   
  
  As per our terms and conditions, all tickets are final sale. As a result, a refund in the amount of $31.49 was processed on 3/30/2022, please allow 3-5 days for the credit to appear.
  
  Thanks for choosing Megabus.com!

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our bus trip to ******** was late arriving because of a bus breakdown. When we switched buses, we list our reserved seats that we paid extra for; therefore, asking for a refund of the extra amount we paid since we didnt get the take or similar seats on the replacement bus. On our return, the driver pulled off a few minutes early causing people to miss the bus. They tried to waive him down as he was pulling off and they were literally at the door but he ignored them. He was at a point where he could have opened the door safely!Also, this day in ******** was extremely rainy and beyond wet. Coming back, every passenger was wet to extremely wet. The driver had the air conditioner blasting. A LOT of customers were complaining. It was extremely uncomfortable. One customer asked the driver to turn off the air. In a very rude and unprofessional tone, he told her to put on a coat refusing to turn off the air. That bus was literally a freezer box. When they switched bus drivers, my cousin asked the new driver if he could turn off the air. He did for just a couple of minutes then turned it back on. This then forced us to take newly bought items out of our shopping bags to get warn; however, it still remained extremely cold. The other issue on the bus is that the driver then blasted his personal music extremely loud! Making the bus ride even more uncomfortable. And, at every stop, not sure if it was the driver but some e kept getting off to smoke marijuana. I have taken the MegaBus before to ******** and this by far was the absolute worst. I had two visitors from ******* visiting me and this was their first experience. What a disappointment!Because of this bad experience, we are not only asking for a refund of the reserved seating but of the entire fair that was paid. I tried reaching them several times regarding this; most recently October 23, 2021, where I sent an email again!Our Trips was August 22, 2021; Order #AJBWEAI; ************** to ********; Round Trip

  Business response

  02/05/2022

  Hello,
  

  Were sorry to hear about the inconvenience you described.
  

  We appreciate you for informing us of this matter and we apologize for the inconvenience you have experienced. We greatly appreciate customer feedback as this aids us in continuously improving the services we provide for our customers.
  
  We have raised this matter to our Hub to obtain specific details for this route. 
  
  As a result, a $169.99 refund was processed on 2/5/2022, please allow 3-5 days for the credit to appear. We have refunded your reserved seats from the first trip and refunded you for the second trip.
  
  Thanks for choosing Megabus.com!
  

  
  

  Customer response

  02/06/2022

  [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.
  

  and a message to the business as I mentioned, I always use mega bus if I do not feel like driving to ********. I have always had a wonderful experience! It was just beyond disappointing its not had that same experience with out-of-state guest. I am extremely happy with the resolution and will be using you all again. Hopefully this matter does not take place again.
  
  Regards,
  
  ***************************

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took mega bus from ****** ** to ******* **. There web site said that everyone must wear a face mask, I got on the bus and the driver didn't have a mask on and alot of the passengers on the bus didn't have none on the bus driver was collecting $20.00 from us if we wanted a better seat in the front of the bus. I called mega bus and was telling them and customer service said if they are seating and there seats they don't have to wear their mask your website say one thing and you say another. And when we got to ******* one lady had COVID-19 and had to got to the hospital so how many more of us have it thanks to Megabus.

  Business response

  01/10/2022

  Hello ******, 

   

  We have received your concern via our **************** Inquiry intake on 1/02/2022. (Ticket Reference #******)

   

  We are very sorry to hear about the experience you described regarding your service from ****** to ******* on 1-01-2022.

   

  We investigate all complaints which can take **** business days to complete. 
  
  
  
  Your complaint was sent to our ********************* less than 10 days ago and is still under review with our escalation team.

   

  Please allow time for completion of this investigation and response regarding your concerns. 

   

  We thank you for your patience regarding this matter and will reply to you directly via ticket#****** by sending a response email to ********************.

   

  Be well and thank you for choosing megabus.com!

   

  Kind regards, 

  ******

  **************** Team Lead

  ********************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/11-21 I purchased 4 round-trip tickets through Megabus.com from ************, ** to ********, **. The trip was to leave *** at 7:10 am on 11/18/21 and return at 9:25 pm the same day. My order number is AJDWGFQ. The reservation number for the trip to *** is 5/8-9708-****21-M23R-0710-***-NEW; the cost was $67.96.The return trip reservation is 8/11-4094-****21-M23R-1915-NEW-***; cost was $90.47.On 11/18, my group arrived 15 min before the scheduled departure time. After waiting an hour outside, the bus had still not arrived and the bus tracker was showing the bus as being on-time. I didnt get a text message about the canceled bus until about 90 minutes after the bus was scheduled to arrive. When I finally got an email about the cancellation, I tried to use the reschedule link to book the next available bus for no charge, but the next busarriving at 8:10 amwas not listed. In order to book the next bus, I went back to Megabus.com and purchased 4 new one-way tickets, which cost $127.96. The order number for these tickets is AJD3XGA; reservation number 26/29-9941-11821-M23R-0810-***-NEW. This bus was also an hour late and by this time my group had been standing outside waiting for two hours. My friend from ******* was visiting the **** for the first time and because of the cancellation and delays, we had to cancel a few of the activities we had planned to see in ********. I contacted Megabus on 11/19/21 to request a refund for the 4 one-way tickets ($127.96) because I should have been able to rebook those at no charge. Instead, Megabus has refunded me the cost of the original trip to ********, $67.96.I am requesting an additional refund of $60 because the cancellation was due to Megabus operational issues and not my fault. So far, Megabus has refused this refund because I did not cancel the second trip at least 3 hours before its departure. This was not possible given the short time I had to rebook the trip before the next bus.

  Business response

  12/07/2021

  Hello,
  
  
  
  We're sorry to hear about this situation and the inconvenience that we have caused you.
  
  
  
  As a result, a refund was processed in the amount of $90.47 on 12/7/2021. 
  
  
  
  You should receive this refund within 3-5 business days.
  
  
  
  Thank you for choosing megabus.com. 
  
  
  
  Sincerely, 
  
  

  *****
  Megabus **************** Specialist  

*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. ↩