Megabus Customer Service Issues

My recent megabus journeys to and from NYC were extremely unpleasant. The trip to NYC was delayed by 3 hours due to a tardy driver. Our scheduled arrival time of 5:15 pm turned into 8:00 pm, which was frustrating and unacceptable. On the return journey, I had paid for a reserved seat only to discover it was double-booked. Additionally, the bus had mechanical problems, causing us to stop for repairs. The bus was uncomfortably hot, making me sweat throughout the trip. I am requesting a partial or preferably full refund due to the multiple issues faced during both trips. While I understand that mechanical difficulties can occur, being 3 hours late is beyond reasonable.

Last Saturday, I had a trip booked from DC to NYC, with a bus scheduled to leave at 12pm. I arrived at 11:30 to secure a good seat. However, as the line grew longer, there was a lack of communication from the staff regarding the delayed boarding process. Customers had to inquire themselves, only to find out the bus would depart at 12:15. Ultimately, the bus left at 12:25. During departure, the driver provided basic information but failed to mention important details such as wifi access and cell phone etiquette in such close quarters, which I believe should be standard. Although a rest stop was mentioned, the bus only stopped near NYC to switch drivers, resulting in customers being onboard for 5 and a half hours continuously. Looking forward to hearing your feedback.

Dear Megabus, I am writing to provide feedback regarding my recent journey on Megabus M24 (New York to Toronto) on May 19, [redacted], with a scheduled departure time at 7:45 PM. Unfortunately, despite leaving on time around 8:00 PM, the trip took close to 14 hours, making our estimated arrival time of 7:30 AM inaccurate. Throughout the journey, there were multiple unexpected stops that significantly extended the travel time. These stops included driver changes, rest breaks, and passenger drop-offs, each lasting longer than initially announced. The additional stops have become a frequent issue since the schedule was changed from 6:20 PM to 7:45 PM in early [redacted], causing delays and impacting the overall quality of service. I hope that Megabus can address these concerns by either reverting to the previous schedule or reducing the number and duration of unnecessary stops to ensure timely arrivals. This feedback comes from a place of loyalty and a desire to see improvements in the service for all customers. Best regards, Masoud S.

Good morning, I recently encountered an issue with the Megabus website; I lost the credit that was meant for changing my trip. The original round trip to San Francisco cost $[redacted].48 departing on May 25th. I anticipated losing a small portion to modify the trip. Last night, about two and a half days before departure, I adjusted the trip assuming the change fee would be around $5.50, inclusive of the booking and trade-in fees. Surprisingly, the new trip cost $[redacted].98, but my trade-in credit was only $76.00, missing $48.48. I managed everything within the 10-minute grace period, yet the lost credit was not received. Despite multiple calls to customer service, they claim there is nothing they can do, which seems unreasonable. I hope you can swiftly address and resolve this matter. Attached are images displaying the actual lost trade-in credit. Please contact me promptly; you can reach me at [redacted]. My name is Robbie. I have additional screenshots to share once I receive a reply email. Best regards, Robert Alfaro

On May 24, [redacted], my eight-year-old son and I were traveling from Fort Lauderdale, Florida, to Atlanta for my youngest daughter's high school graduation. We switched buses in Orlando before encountering issues. After a rest stop in Tifton, Georgia, the bus broke down in Macon. Despite restart attempts, the bus broke down multiple times due to overheating. The bus was delayed, making us arrive in Jackson, Georgia, at 4:30 instead of the scheduled 3:10 in Atlanta for the graduation at 6. Missing this event was upsetting, and I am requesting a full refund for the disrupted trip. It's disheartening to have missed such a significant moment due to the bus's repeated malfunctions. I hope for a prompt resolution from Megabus regarding this matter. Mr. Earl J Walker

On May 27th, I took a bus from Chicago, Illinois on West Polk Street to Cincinnati, Ohio, University of Cincinnati Commons. My scheduled departure time was 12:50, but the bus was over an hour late due to mechanical issues. It was pouring rain and cold, but the bus driver did not allow passengers to board to seek shelter or use the restroom. Even when a second bus arrived, passengers were left out in the rain without any assistance. The Bolt Bus driver stayed on board without providing any help. It was a frustrating experience compared to my usual rides with Greyhound. I decided to give Mega Bus a try, but unfortunately, this incident was quite unpleasant.

I boarded the morning Megabus from Philadelphia to NYC at 5:20 AM along with 2 other passengers, assuming I could pay inside before departure. The driver closed the door on me, causing injury to my shoulder and arm. Despite my attempt to pay my fare, he refused cash and was uncooperative when I offered to pay through the app on my phone. Even though the bus was still there 20 minutes before departure, he insisted on leaving. When I explained my situation and urgent need to get home due to an emergency, he callously dismissed me. This experience left me feeling violated and embarrassed. This incident, where the driver prevented me from boarding and then shut the door on me, has never happened in all my rides on this bus. As a result, I have to wait for the next bus.

The bus driver was extremely unprofessional. I have taken the Megabus many times without issue until today. My reservation number is W 3/4-2[redacted]19-M85R-[redacted] from Fort Lauderdale to Tampa. This was by far my worst trip with Megabus. I am a wheelchair user, and the driver completely disregarded my disability, which I had noted in my reservation. He failed to introduce himself or communicate any rules over the intercom. He did not offer me the option to stop for food or restroom, as I had wanted. There was no ramp provided, forcing me to step onto the bus. Normally, I sit in the back in the designated handicapped area, but the driver refused to adjust the seats. At the rest stop, he only mentioned the time limit and left me unattended on the bus. I had to rely on my granddaughter to ask a stranger to get me food. This trip was highly disappointing and unsatisfactory.

I have always chosen to travel with Megabus, but my recent experience was disappointing. The bus departure was scheduled for 11:30, but the driver arrived at that exact time, causing a rushed boarding in Atlanta. Upon reaching Evergreen, our driver unexpectedly left the bus without providing information on the return time. At 3:30, the driver abruptly started driving off, leaving five passengers trying to catch up. This lack of communication happened a second time in Mobile, where passengers who stepped off were left behind without a warning. The driver claimed they do not announce the departure time, giving passengers 25-30 minutes to return. This experience left me unsatisfied with today's ride.

I have been waiting for over 2 hours for a resolution regarding my bus trip scheduled to depart at 2pm from Fayetteville, NC to Atlanta, GA. I am pregnant and not a resident of NC, so I expected my trip to go smoothly. Despite my calls to customer service and explaining their policy, I have been hung up on multiple times, which I find unprofessional. The customer service team has only mentioned they are working on a solution, while the bus driver informed me that it could be 4-5 hours before the vehicle is fixed. As I cannot wait in the heat for that long, especially being pregnant, I am requesting a refund. I am already missing important plans. Please contact me at [redacted] or via email at [redacted] I am deeply disappointed with the customer service provided by Megabus and due to this experience, I will not be using their services in the future.

I have been waiting for over 2 hours for a resolution regarding my bus scheduled to depart from Fayetteville, NC at 2pm heading to Atlanta, GA. I am currently pregnant and not a resident of North Carolina. Therefore, when booking my trip, I expected it to proceed as planned. Despite contacting customer service multiple times and even referencing their policy to them, I have been hung up on repeatedly, which I find unprofessional and frustrating. The staff stated they are working on finding a solution, but the bus driver mentioned it would take more than 4-5 hours for a repair. Being pregnant and traveling, I request a refund as I cannot endure waiting in the 80-degree heat for another 4-5 hours after already waiting for 2 hours. I am missing scheduled plans and feel disregarded by Megabus for not providing timely information or assistance, especially considering my condition. Please refund me promptly, as I do not intend to use Megabus in the future due to this poor experience. Contact me at [redacted] or via email at [redacted] If this matter is not resolved, I will take legal action for failure to adhere to company policies and customer care. Megabus should prioritize customer communication, offer alternative solutions promptly, and ensure reliable services rather than disconnecting calls or lacking preparedness for such incidents.

On June 2, [redacted], I purchased two Mega Bus tickets, including an extra seat for my luggage. Unfortunately, when I boarded, the bus was full, and my paid extra seat was taken by another passenger. Despite me explaining the situation, I was charged an additional $40 for extra luggage. This seems unfair, and I would like a refund for the extra ticket since I couldn't use the second seat I paid for. The reservation number is [redacted]. Date: June 1, [redacted] From: Atlanta, GA, MARTA Civic Center - [redacted] W Peachtree St NW (11:50 PM) To: Memphis, TN, MATA Airways Transit Center - Bays 16 and 17 (6:15 AM) Seat(s): 2 x General Seating Passengers: 2 Price: $70.00

The driver was an hour late for our pick up to the 34th & 12th Ave New York Mega bus stop, causing us to miss our 1:30pm bus to Annapolis, MD. Our rescheduled appointment is now two weeks away due to this delay. Despite speaking with a Mega customer service supervisor, the only option given was to purchase new tickets, forfeiting the cost of the original ones. I offered to pay a $5 change fee, but was told it only applies for same-day changes. Compared to other travel companies, this policy seems inflexible considering unexpected situations like ours. I kindly request to reschedule the unused tickets rather than lose their value. I must say, aside from this incident, I appreciate Mega's schedule reliability. Thank you for your understanding. - Ron P.

I purchased a bus ticket but missed the bus by a few minutes. The fare was not used to reschedule, so I booked another ticket but mistakenly entered the wrong departure date and location. When I realized the error, I was already heading to the bus station. I tried to change the details by calling customer service, but encountered unprofessional and unhelpful staff. I am currently in another state due to my mom's passing, paid for two tickets, but haven't been able to make the trip. I requested the corporate contact but was informed there isn't one. I am reaching out for assistance as I am grieving and stranded away from home with my children. I believe I should at least be able to use one of the tickets I paid for, as I am not seeking a refund.

I am a visitor from Kenya who traveled with my husband and 1-year-old daughter from Baltimore to Philadelphia on Friday, June 7, [redacted], afternoon. Our reservation (Booking AIDQMGA -[redacted]/[redacted]-[redacted]-M31R-[redacted]-BAL-PHI) for 1:15pm resulted in confusion at the White Marsh Park when the driver directed us to the wrong bus. Despite efforts to find the correct bus, we missed it. Unfortunately, Customer Service suggested buying new tickets for the 2:30pm bus (Booking AIDSLSY 56/58-4[redacted]19-M31R-[redacted]-BAL-PHI) instead of accommodating our situation with updated tickets, requiring additional payment. With limited internet access, a Good Samaritan assisted in securing the new reservation using their email ([redacted]). We hope for more flexibility in handling such situations on an individual basis to avoid unnecessary costs and inconveniences for customers.

I had a bus ride booked from Miami to Orlando on June 10th departing at 6:00 pm. Despite arriving at the station at 5:30 pm, the bus did not show up until 8:30 pm. I had to secure alternate transportation to catch my connecting flight. Although customer service informed me of a 60-90 minute delay, it ended up being [redacted] minutes or longer. As a loyal MegaBus customer counting on the company's reliability, this experience was disappointing. I am hoping for a refund for the missed bus. My reservation number is 13-9[redacted]19-M86R-[redacted]-MAP-ORL.

To whom it may concern, On 6/15/19, I had a scheduled trip departing at 1:50pm from JAX to ATL. Unfortunately, an unexpected incident occurred as my 11-year-old son got stuck in the washing machine while playing hide and seek. It took some time to free him, causing me to miss the bus by 20 minutes. I humbly request Megabus to kindly consider changing my reservation for the JAX-ATL trip to 2am-8:20am on 6/17/19 and to refund my ATL-JAX reservation. Your prompt assistance would be greatly appreciated. If I do not receive a response within 24 hours, I may have to purchase a new ticket. If that becomes necessary, I kindly ask for a refund for my reservation number (65/66-8[redacted]19-M96R-[redacted]-JAC-ATL). Thank you for your understanding and support.

My son missed the bus because it arrived late and the location details were unclear. I don't believe it's our responsibility to locate the bus. The bus was supposed to be there by 10:55 a.m., but I was informed it arrived around 11:15 a.m., causing me to miss it despite being on time. Customer service was unable to assist me. I think a refund is necessary. I then purchased another ticket for today and discovered he can't travel alone. The website needs clearer instructions. Please respond promptly, as I cannot afford to lose $60. My child was looking forward to reuniting with his father after six years. Kindly refund my money. Thank you.

I boarded the 3:05 bus from Binghamton, NY to New York City, NY on 8 June [redacted]. I encountered a delay caused by partying people in the streets near the parking garage, making me run to catch the bus. The driver kindly waited for me, showing patience as I struggled to climb aboard due to being out of breath. At the first stop, he even bought me a water bottle, which I appreciated, but in my early morning fog, I forgot to pay him. I regret not properly thanking him for his exceptional kindness. This driver truly went above and beyond, demonstrating compassion and excellent service. I would like to give him praise, thanks, and consider reimbursing him for the water. My trip to NYC was made enjoyable thanks to his caring nature. Highly recommend this service!

To Whom It May Concern, I am requesting a refund for booking number 29-7[redacted]18-M23R-[redacted]-NEW-PHI. Following a weekend trip to New York City with my sister, we were scheduled to take a 12:20 bus back to Philadelphia to celebrate Father's Day. While waiting in line, reserved seat ticket holders were pulled out without any explanation, and our bus left without us. After a 2-hour delay was revealed, we endured an uncomfortable wait with no access to restrooms. The bus we eventually boarded was unclean, and the bathroom emitted a strong fish odor, a first for us as long-time satisfied customers of Mega Bus. We spent nearly an hour on the bus before departing for Philadelphia. This experience was highly inconvenient, and we are requesting a refund. Thank you.