ComplaintsforMegabus.com

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a bus trip booked at the beginning of covid that had to be cancelled. Was provided compensation in the form of five $20 redemption codes for what had been one $100 trip. When trying to redeem them now, found out that only one redemption code can be used per trip, meaning I would have to book 5 separate trips to use up my credit. Have submitted multiple customer service requests, all of which have been answered saying that a $20 redemption code is the maximum amount and only one can be used on a trip. No explanation or alternate recompense. I cant even book the same trip I was supposed to be refunded for, as the codes cant be used at the same time. Extremely shady business practice.

  Business response

  12/07/2021

  Hello,
  
  
  
  We have reviewed the details of your account and apologize for the inconvenience.
  
  
  
  As a one time courtesy, a replacement redemption code in the amount of $100.00 will arrive in a separate email and can be used to assist with your rescheduled trip.
  
  
  
  The discount will expire one year from the date issued.
  
  
  
  To receive your discount, simply click on the + Add Redemption Code prompt before checking out.
  
  
  
  Thank you for choosing megabus.com.
  
  
  
  Sincerely,
  

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

  Customer response

  12/08/2021

  [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. Thank you for your help
  
  Regards,
  
  *********************

• Initial Complaint

  11/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On my recent bus ride, I was put in a coach bus (not a typical double-decker Megabus) with no social distancing available. Megabus says they provide socially distanced seating for safety as it says on the website. Also on the bus there were passengers without any mask or face coverings, even in such close contact. It was a packed, small space. The driver made no announcement nor enforced masks being warn. These are violations of federal travel safety covid guidelines. I'm committed to a safe, healthy trip and being with my family for the holidays without worry. I'm extremely disappointed in this last trip. I've taken recent trips where social distancing was maintained, I don't know why it wasn't this time. Customer service declined to refund my ticket and did not address the severity of these violations. Here are my trip details: Reservation summary for order ******* Journey 1 Reservation Number **-****-******-***-****-***-*** Date: November 24, 2021 From: *** York, NY, 34th St b/t 11th Ave and 12th Ave (3:45 PM) To: ***ton, MA, South Station - Gate 13 (8:30 PM) Passengers: 1 Price: $49.99

  Business response

  12/02/2021

  Hello *******,
  
  

  You are correct, federal law requires masks to be worn in any terminal or station, while boarding the bus, while traveling on the bus and when departing the bus.
  

   

  *Please note that children under the age of two and people with disabilities who cannot safely wear a mask are exempted from this requirement.
  

   

  We apologize for any inconvenience you may have experienced and understand your concern for those who were not adhering to the federal facial mask requirement in light of COVID-19.    
  

   

  The safety of our customers and our staff is our top priority and with that in mind, unfortunately, our drivers are unable to enforce the mask requirement protocol while the bus is in motion. 
  

   

  As per the experience you described, we understand that the driver should have communicated to all passengers the importance of proper mask usage while traveling on the bus. 
  

   

  We strive to provide the best service to all of our valued customers, and it is especially disappointing when we fall short of that standard. 
  

   

  We appreciate the information that you have provided regarding your recent travel with us and will forward your feedback to the operations manager for review.
  

   

  That being said, we would greatly appreciate it if you allowed us another opportunity to better serve your future travel needs. 
  

   

  As an apology, we have provided you the 100% value of your reservation in the form of redemption codes. 
  

   

  Redemption codes are valid for one year after the date issued and can be used towards any future travel with us. 
  

   

  We have sent the redemption code(s) to the email address ********@*****.com on 12-2-2021.
  

   

  Please let us know if you have not received the codes. 
  

   

  We apologize again for any inconvenience that you experienced, and we look forward to having you travel with us again very soon. 
  

   

  Thank you for choosing megabus.com and safe travels!
  

   

  Sincerely,
  

  Lamont
  

  Customer Service Shift Lead

  Customer response

  12/06/2021

  [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

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a family emergency so I booked a last minute ticket I had to get home to my son so I booked a ticket and I called A lyft in the midst of trying to get to the bus station the lyft got into an u foreseen accident on the way to the bus station I tried everything to get to the bus station and it almost cost me my life I called megabus I requested for megabus to reschedule my buyers or provide a refund so that I am able to reschedule understanding the circumstances with no refine being that this was a last minute bus and I tried everything to get to the bus I figured that it shouldnt be a problem as a recurring customer of ********************** to obtain a refund or replacement The supervisor ****** was very rude he talked over me he put me on constant holes he would not listen to what I had going on he was not passionate about my situation and I dont understand how he became a customer service supervisor with his attitude he was disgusting in a poor excuse for a representation of the company

  Business response

  10/09/2021

  Hello Chatavia, 

   

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

   

  We apologize regarding your interaction with our **************** Line on the date of this incident. 

   

  We strive to maintain our high standards regarding customer interactions and it especially disappointing when we fall short of that standard. 

   

  We are sorry to hear about your experience when trying to make your 2:45pm bus from *********, ** to ******, ** on 10-05-2021. 

   

  Based upon the information you have provided, we have decided to provide you with redemption codes to be used towards a reschedule at your own convenience. 

   

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

   

  We sent the codes to the email address ************************ on 10-9-2021.

   

  Please let us know if you have not received them. 

   

  Unfortunately, we are unable to honor your request for a refund as our tickets are only able to be amended after purchase and cannot be canceled or refunded (as per our Terms and Conditions). 

   

  We hope that since this incident that you are in good health and that you were able to reach your son in a timely fashion. 

   

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

   

  Thank you for choosing megabus.com. 

   

  Sincerely, 

  ******

  **************** Shift Lead

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  money was taken from my account to pay for a ticket which I never received nor was it given the ability to confirm my reservation when called customer service department they I was informed that because the bus had already left that I would need to pay them an additional $72 to travel on the next bus leaving that day did not provide me with confirmation there was no one at said bus station that knew anything about where they were located nor was there an employee to talk to there I was on hold with the company for over 3 hours and continuously hung up on until I finally was able to get through to somebody which I was hung up on again I've called now that I've been able to make my travel plans elsewhere and travel to my destination the company three times all three times hung up on by initial phone call receivers and call center and the supervisor of the **** twice without letting me get a word in edgewise I do have a recording of the final conversation this company's practice is swindl

  Business response

  09/12/2021

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

   

  We see that you purchased your ticket on 09-02-2021 at 03:28AM. 

   

  After each successful transaction a confirmation email is sent to which ever email address was submitted during the transaction process. 

   

  This means that you would have received the email on or around 3:28AM-3:45AM on 9-02-2021. 

   

  Sometimes depending on the settings of a user's email inbox, messages from uncommon senders can be automatically be placed in the Junk/Spam folders of one's email. 

   

  We encourage passengers stating to have not received their confirmation to check these folders as well as to try searching their inbox for an email from [email protected] with the subject line [email protected]. 

   

  That being said, we realize that your trip has passed and that you were not able to use the reservation.

   

  Unfortunately, we are unable to provide a refund for the reservation (as per our terms and conditions) however we would like to offer you the value of the reservation in the form of redemption codes. 

   

  Redemption codes are valid for one year after the date issued and can be used towards any future travel with us. 

   

  Please respond to this message advising whether you will choose to opt-in to receiving the codes so that we can have them sent to you promptly.

   

  We sincerely apologize for the experience you described regarding your contact with out **************** line. 

   

  Please provide the number used to reach out and the approximate time of the call so that we can further investigate the matter. 

   

  We look forward to hearing back from you. 

   

  Thank you for choosing megabus.com. 

  
  Sincerely, 

  ******

  Megabus.com **************** Supervisor

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased ticket from ********** ******* to ******** ***********. After ticket is emailed to me I realize that it was to ******* *********. I called customer service and was told that they dont go to Mississippi or give refund. ******* was the closest destination according to the representative of Megabus in the system, therefore it ticket me to *******. Sounds shady,If they cant provide the service needed, clearly I should be refunded . I didnt travel and they should have informed or warned me of this policy.

  Business response

  09/07/2021

  Hello ****,
  
  

  Thank you for reaching out to us.
  

  
  We're sorry for the inconvenience you are experiencing regarding your tickets traveling from **********, ** to *******, **
  
  

  Our terms and conditions state tickets can not be refunded or canceled once the purchase is complete. 
  
  

  You have the option to change your ticket 3 hours before your trip is scheduled to depart. 
  
  

  Unfortunately, this option would not have applied to you because your ticket was purchased outside of the 3-hour window.
  
  

  While we understand how much of an inconvenience this may have caused you, we advise passengers to confirm their trip details before completing a purchase to avoid situations like this.
  
  

  Thank you for choosing Megabus.
  
  

  Sincerely,
  
  

  Ladeerah
  
  

  Escalations Team

  Customer response

  09/07/2021

  
  Complaint: 15827546
  
  I am rejecting this response because:
  
  I didn't at anytime purchase a ticket with the intent to travel to *******,*********. I purchased a ticket with the intention of traveling to ********, ***********. Once the information was entered into the system and it took the payment, the destination changed from ********,*********** to *******, *********. I immediately tried to correct the issue, after that failed I called to speak with a live person. Everyone must remember that there isn't anyone on site to deal with during the storm and everything is shutdown. This isn't fair Buisness nor is it reasonable. How would a person or Buisness operate fairly if they are not held accountable to operate in good faith. Simply, I purchased a ticket to travel to ********, *********** and the system changed it to *******, *********. Now you get to say we don't have to refund, if it is or not your responsibility to provide the service that you are paid. This is Bad Business and should be corrected.

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

  Business response

  09/12/2021

  Hello ****, 

   

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

   

  We believe that you may have booked the reservation in error, possibly without confirming all details before finalizing the purchase. 

   

  We do not offer services to or from ********, MS and when inputting this into the "TO" text field of our website it shows instead the closest location that we do offer. (either *******, ** or *******, **)

   

  We understand that this error has greatly inconvenienced you. 

   

  As a courtesy we have provided you a refund for the reservation in the amount of $39.99USD on 9-12-2021. 

   

  Please allow up to 3-5 business days for the funds to return to the payment method used for the transaction. 

   

  In the future it is most important that you confirm the details of any reservation before finalizing the transaction. 

   

  We appreciate your patience regarding your concern. 

  
  Thank you for choosing megabus.com!

  
  Sincerely, 

  ******

  Megabus.com **************** Supervisor

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On august 2, 2021 the 3:25 megabus from San Antonio go Dallas did not show up. When I called customer service I got an answering machine. I sat in the heat for an hour along with many others wondering if it would show up. Eventually I decided to buy a plane ticket back to Dallas and leave because I have work in the morning and an important appointment to get my marriage license with my fiancé tomorrow that I cannot miss. I reached out multiple times via email, Facebook Facebook messenger ad phone to no avail. This company took $43 dollars from me and so many others and did not provide a service. I demand my money back and I demand accountability from them. So many others were left stranded not knowing if they would get a ride with one other option. People spend their hard earned money on this and to not even have a customer service agent to keep people updated so they can change their plans us completely awful.

  Business response

  08/06/2021

  Hello *******
  
  We have reviewed your concern and would like to advise our findings.
  

  According to GPS tracking records, the service going San Antonio to Dallas on 8/2/2021 departed the San Antonio stop at 5:03pm.
  

  We apologize that your bus was delayed; an accident on I-38 caused severe delays due to road closures.
  

  We see that you were not alerted regarding this delay and we realize how much of an inconvenience this matter has been for you.
  

  We would like to offer you courtesy redemption codes worth the 100% value of the reservation.
  

  Redemption codes are valid for one year after the date issued and can be used towards any future travel with us.
  

  Please advise if you will choose to opt-in to receiving the codes so that we can have them sent to you promptly.
  

  We look forward to your response.
  

  Thank you for choosing megabus.com!
  

  Sincerely,
  Lamont
  Megabus.com CS Operations Supervisor

  Customer response

  08/06/2021

  [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

  08/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ticket from Megabus.com. The company website had a glitch and did not properly send my email confirmation for the reservation. Also, the date of travel was wrong. At this point, I reached out to Megabus customer service. No one was available until 7:30AM the next day, after my reservation. So Megabus is trying to tell me my reservation will not be changed or refunded when this was a Megabus issue. I would like my money refunded ASAP.

  Business response

  08/03/2021

  Hello ****,
  

   

  Thank you for reaching out to us.
  

   

  We're sorry for the inconvenience you are experiencing regarding your tickets.
  

   

  When purchasing tickets, passengers are prompted to review all purchase information before payment is submitted. 
  

   

  Unfortunately, once tickets are purchased, they are ineligible for a refund.
  

   

  You can change your reservation as long as it's more than three hours before your scheduled departure time.
  

   

  If it is less than three hours until your departure, then you will no longer be able to make changes.
  

   

  Thank you for contacting Megabus.
  

   

  Sincerely,
  

   

  Ladeerah
  

  
  Megabus Escalations Team 
  

  
  

• Initial Complaint

  07/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/9/21, I took a MegaBus trip from New York City to Washington, D.C. Although my EZ Pass was wrapped in foil and buried deep in one of my bags, it was somehow charged for three tolls- the Lincoln Tunnel, the entire NJ Turnpike trip, and the Delaware toll on I-95. I reached out to New Jersey EZ Pass via phone, where I was told they could only help me if I got verification of tolls from MegaBus. I reached out to MegaBus who said they don't help customers with toll violations. I was senselessly charged close to $40 for tolls I did not use. I have clear evidence I was on the bus at the time of tolls per the tickets and charge list below and don't know why it's so hard to help make something right for a customer.

  Business response

  07/24/2021

  Hello *****
  

  We investigate all complaints which can take 7-10 business days to complete. 
  

  Your complaint was sent to our Escalation Department less than 10 business days ago and is still under active review with our escalation team.
  

  Please expect to hear from us regarding this matter after the 10 business day period.
  

  Thank you for contacting megabus.com.
  

  Sincerely,
  Lamont
  Megabus.com CS Supervisor

*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. ↩