Megabus Customer Service Issues

I had booked a bus trip from Indianapolis to Chicago for August 9th, returning on August 11th. I have been using Megabus regularly for over two years, and the bus stop has always been at the same spot. However, when I arrived at the usual location ten minutes early, the bus never showed up. Despite trying to get assistance from customer service, I was told the bus had left. Megabus had relocated the stop without notifying me, even though it had been in the same spot for over two years. I believe I deserve a refund for both tickets due to the inconvenience of having to drive instead, wasting time waiting, and encountering unhelpful customer service. The bus departed without me and other waiting passengers because of this sudden change without prior notice.

I recently took a Megabus from Dallas to Austin. Our departure was supposed to be at 3:25, but we didn't leave until 3:50. Shortly after we started, the driver stopped the bus without explanation, causing some confusion. The delays led to us hitting heavy traffic. The bus has been uncomfortably warm despite the AC running. Looking at the GPS, it seems we won't reach Austin until at least 8:50, and the estimated time of arrival keeps getting pushed back. I fear we may not arrive until after nine, which is disappointing. I am hopeful for a resolution and believe Megabus should address these ongoing issues and consider compensating passengers for the inconvenience.

I am seeking a full refund of $26.99 for my trip on August 17th, [redacted], from Chicago to Indianapolis. Despite being informed the bus would be delayed by 60 to 90 minutes, it arrived much later than anticipated at 2:26 a.m. We were not informed in advance that the bus was delayed due to issues from earlier that day in Cincinnati. I request a refund due to the lack of timely notification and inconvenience caused. It was disappointing to experience such delays without valid reasons of traffic or weather conditions. I would appreciate your review of this matter for my full compensation. I had a similar unsatisfactory experience on my previous trip with Megabus and would prefer not to book with them again. Thank you for your attention to this issue.

During my recent Megabus trip from NYC to Boston, we arrived at Boston South Station two hours later than scheduled, causing me to miss my connection to Concord, NH. In my rush to inquire about alternatives, I left my maroon duffle bag in the cargo hold of the bus. When I realized my mistake and returned, the bus had already departed. Despite my attempts to contact Megabus for assistance in locating my bag, I have had no luck. The duffle bag contains labeled prescription medication. Megabus was unhelpful and did not take a detailed description of the bag. I am seeking help to track down my lost bag. My reservation number is 34-9[redacted]19-M22R-[redacted]-NEW-BOS. Thank you, Aurora P.

This morning, I booked a trip from Huddersfield, but I received a confirmation email showing only one passenger. I visited the website to correct this, and then spoke to one of your team members to include my husband. After providing my banking details again, I assumed the issue was resolved. However, upon checking my emails, I only found the second booking confirmation. The staff member assured me she would locate the initial email and forward it to me, but I have yet to receive it. The journey I booked is for travel from Huddersfield to London on August 28, [redacted], with a return journey on September 3, [redacted], departing from St. Pancras at 2:34 and arriving in Huddersfield at 5:55 for two passengers.

On 8/11/19, during a bus trip from Dallas to San Antonio, my 22-year-old daughter and 9-year-old granddaughter, both asthma sufferers, experienced discomfort due to non-functional AC. This posed a potential medical emergency for passengers, especially the elderly and children. I spoke to Lorina to request compensation for the tickets to be used later. Although my previous trip from San Antonio to Dallas was pleasant, this situation was poorly managed. As a nurse, I stress the severity of endangering passengers' health with heat-related issues. The bus staff should have arranged an alternative bus for safety, even if delayed. Neglecting the health risks, including potential heat strokes, was irresponsible. The company must establish better protocols for such incidents promptly. As an advocate for safety, this concern is not only for my family but for all passengers and staff. It is crucial to address this matter seriously and ensure passengers' well-being is a priority. Looking forward to a management response to prevent such risks in the future. Thank you, Anna Marie Hernandez.

On August 10, [redacted], I made a reservation for a trip via phone number [redacted], traveling from Austin to Houston in a wheelchair. Upon boarding, I overheard the driver mention calling the police on a passenger already on the bus. Two hours in, that same passenger assaulted me. The driver stopped abruptly at an IHOP where two other passengers intervened to stop the assault. After a 30-minute pause, the driver mistakenly drove onto a steep sidewalk, causing me to stay on the bus for an hour while others disembarked and took Ubers. The assaultive passenger was later arrested in Houston. I believe he should not have been allowed to continue the journey after the incident. I would like a refund for the $30 trip fare due to the distressing experience.

I tried to purchase two Megabus tickets today. After entering my credit card details and attempting to buy the tickets, the website showed nothing in my cart when I hit "submit." Assuming the purchase did not go through, I repeated the process and submitted again. Later, I realized Megabus.ca had charged me for the first set of tickets that supposedly weren't in my cart, resulting in four tickets instead of the intended two. Since this was the website's error, not mine, I request a full refund for ticket reservations 78/79-4[redacted]19-2720R-[redacted]-TOR-KNG. I will contact my bank to reverse the transaction. Since the website incorrectly stated the tickets were not purchased, I am expecting a full refund.

I am extremely disappointed with Megabus. I have been using their services for 6 years but after my recent experience, I will not be using them again. Yesterday, I arrived at 6:45 pm in Milwaukee to catch my bus to Chicago. However, by 7:35 pm, there was no sign of the bus and all my attempts to reach them by phone were unsuccessful. I had to take an Amtrak train at the last minute, costing me extra money due to the lack of communication from Megabus. Today, when I called customer service, I received terrible assistance from two employees, one being the supervisor. They informed me that the bus actually arrived at 7:40 pm, leaving us waiting for almost an hour. I needed to be in Chicago by 9 pm and this delay affected my schedule greatly. Despite my wait, I was denied a refund as their policy does not cover delays. I am eager to speak with someone from corporate to express my dissatisfaction with this entire ordeal. Thank you.

UNRESOLVED Mark as resolved Great job! Review Strength: 66% Megabus - Poor customer service 2 minutes ago #[redacted] 0 views 0 comments Improve your chances of being contacted by the company +15% Add contact information 1.0 Details Change Rating Review of Megabus Bus Service. Liked: None. Easy for criminals to make unauthorized charges. Disliked: Difficult for theft victims to receive refunds from Megabus. Did you consider other companies? +5% Add competitors Reason for review: Subpar customer service. Desired solution: Full refund. Monetary Loss: $61. UNPROFESSIONAL MEGABUS COMPLAINT - NO REFUND Include more review details My debit card was stolen and used to buy a bus ticket from Megabus for $60.50. The initial agent I spoke to repeatedly asked, "What do you want me to do for you?" after I explained the situation. I requested to speak with a supervisor five times before being transferred. The supervisor provided an email address for me to send my claim, only to receive a different address on my next call. Another supervisor abruptly ended the call. Three individuals informed me a refund was not possible. Extremely disappointing customer service.

I am currently stranded on a MegaBus from Atlanta, GA in Winfield, AL since 5:30 PM. The driver initially called for assistance in Birmingham, Alabama, where he unloaded the bus. After an hour, he reloaded the bus, which was inoperable, following instructions from MegaBus. This situation is life-threatening in this temperature for all passengers. The bus stopped on the side of the road, but the driver was told to drive to the nearest exit. The driver did his best to ensure our safety, but MegaBus's directive was not a safe decision. We are not getting home until after midnight and have not received adequate information or timelines as promised in your email sent at 7:39 PM, two hours after the initial breakdown. This lack of communication is very inhumane and disrespectful to both customers and employees. I boarded the bus at 1 PM Central Time, and it's now 8:14 PM, and I have yet to arrive home safely.

Dear all, I wanted to give you a heads up that the bus scheduled to depart from Oakland, CA, Front of W Oakland BART Station to Burbank, CA, Downtown Burbank Metrolink Stn is running late due to operational issues. The delay is expected to be around 60-90 minutes. We suggest staying close to the bus stop and keep an eye on your email or texts for updates. Sorry for the inconvenience caused. Best, [Redacted]

I was in Augusta on a car trip and intended to be home by Tuesday, September 3rd. Due to a mandatory evacuation, I had to alter my plans to catch a bus back to attend a funeral in Atlanta. Despite attempting to reserve a ticket, I did not receive the usual confirmation email. Instead, I kept getting emails prompting me to confirm my reservation. Assuming I had no reservation, I later discovered that I had been charged for a ticket when I checked my statement. Upon contacting customer service, I was instructed to send an email to address the issue. After the call, I finally received a copy of my reservation around 11 am. I am now seeking a full refund for the charged ticket. - M. Edwards

Hello, I recently made a reservation for a roundtrip Megabus journey through Wanderu.com from Bloomington, Indiana (Stop: Bloomington Transit Centre) to Chicago, Illinois (Stop: W Polk St.). Unfortunately, upon receiving my email confirmation, I noticed that my departing location was listed as Bloomington, IL instead of Bloomington, IN. Upon contacting Megabus customer service, I was told that there are no bus services available for Bloomington, IN. I can provide screenshots of my booking from the website which clearly shows my intended departure from Bloomington, IN. I believe I am owed a refund for this error as it was not my mistake. The misleading information on the website could cause issues for customers, particularly those who are not familiar with bus services. I hope to resolve this matter promptly.

Hello, I am Malcom Charles. My reservation number is [redacted]. I booked a bus from Ft. Lauderdale, FL to Orlando, FL at 12:40 AM this morning. Upon arriving at the Sheraton bus station at 11:45 PM, the Megabus did not show as scheduled. Only Empire Coach buses arrived but none were my bus. The driver of the white Empire Coach bus confirmed he was not my driver and left. Despite contacting customer service twice, I received no assistance and was stranded until 2:00 AM when I realized my bus wasn't coming. I am still in Fort Lauderdale and would appreciate another trip arrangement. Thank you.

Yesterday, on September 18, I made a booking to travel from Miami to Tampa for a journey scheduled from 9:00 am to 2:30 pm. I arrived at the station at 7:00 am anticipating the bus's arrival. At 8:50 am, a large red bus with the EMPIRE logo took the place of the usual big blue bus. The driver didn't inform us that this was a substitute vehicle. Finding out later from customer service, who I contacted after the red bus had departed, that it was a replacement bus was frustrating, especially since no email notification was sent. The driver failed to announce the change to passengers. Due to missing the bus as a result of not recognizing your brand colors and lacking notification, I had to book the 4:30 pm trip for an additional $35. This later trip departed at 7:45 pm and arrived in Tampa at 1:30 am on September 19. I would appreciate a refund of the extra $35 paid due to the unexpected carrier change, which inconvenienced me greatly. My original reservation number was [redacted] for the 9:00 am trip, and the subsequent booking with the extra charge was [redacted] for the 4:30 pm trip. As a loyal customer since [redacted], I typically look out for your distinctive blue buses and was not accustomed to this new procedure of using different carriers without sufficient forewarning.

I have been using your buses for approximately 2 years and have had a few concerns in the past. However, I would like to commend one of your representatives, Ladeerah. When I had an issue with a redemption code, I called in and Ladeerah promptly returned my call. I explained the problem, and she immediately started looking for ways to assist me. She was very kind and helpful throughout the process. Unlike other representatives at your company, she took the time to address my concerns fully. Ladeerah issued me a new code and didn't just provide it and hang up; she stayed on the phone with me to ensure I entered it correctly. This level of patience and care was a refreshing change from the usual short and unkind interactions I've had with other Megabus representatives. I have hesitated to report issues in the past because of these negative experiences, but Ladeerah truly stands out as an exceptional employee who deserves recognition for her outstanding customer service skills.

I would like to share my experience on a recent trip to Miami with the Megabus operated by Empire Coach Line using reservation number 18/19-4[redacted]19-M86R-[redacted]-MAP-ORL. The bus's air conditioning was not working, causing discomfort for all passengers for the entire 4-hour journey. Despite contacting customer service and the driver making reports, no action was taken to address the issue or improve the situation. I believe that a bus in this condition should not be in service for long trips. Had I known about the lack of air conditioning beforehand, I would not have chosen to travel in such uncomfortable conditions. I am requesting a refund for this reservation and hope that this feedback will lead to better services in the future. Regards, Johan

I had a terrible experience on the Megabus this past Sunday, 9/22/[redacted], when traveling from Washington DC to New York. The air conditioner was not working, making it feel like [redacted] degrees on the bus. The driver got lost, made unnecessary stops, and we arrived two hours late. The replacement driver was rude when I asked for the door to be opened due to my asthma, he ignored me and refused to provide his name. The overall customer service was awful. My booking number is 19/20-7[redacted]19-M21R-[redacted]-WAS-NEW. I am requesting a refund for this unpleasant ride where the bus conditioners were poor and the bathroom smelled terrible due to many stops.

I had a reservation for a Megabus from Pittsburgh, Pennsylvania, to Washington, D. C. on September 30th. The bus was scheduled to leave at 10:35 a. m. from 10th St. and Penn Ave. Despite being informed the bus would depart from that location, the bus never arrived. After calling Customer Service twice, we were given conflicting information about the bus's status. As a result, myself and five others missed our trip. I have since purchased a new ticket and request a full refund of $42.74 for the original booking. My new reservation number is 15-8[redacted]19-M36=[redacted]-PIT-WAS. Please address this promptly. Dr. Paula Ackerman