Megabus Customer Service Issues

This was my inaugural Megabus trip. Previously, I've used Boltbus. My spouse and I had tickets for the 8:10 am ride on Saturday, July 28, from NYC to Boston. Although we arrived early, we were informed that our bus was delayed by 30 minutes. Shortly after, at 8:10, the bus arrived, and we departed at 8:45. We made an unscheduled stop in Harlem after 20 minutes, and later stopped near a mall upstate due to a wrong exit. The driver needed to turn around, and despite some risky advice from dispatch, I suggested a safer option by the mall. We arrived in Boston at 3 pm instead of the expected 12:15 due to avoidable delays. The experience was disappointing and unsafe, considering the number of passengers on board. My reservation number is [redacted] for your attention. Contact me at [redacted] if necessary. -S.G.

I recently made a reservation on Megabus from Buffalo Airport to Toronto, Canada for a wedding, with reservation number 61-3[redacted]18-M24R-[redacted]-BUF-TOR. Upon arrival, I was told I was at the wrong stop but allowed to board along with two other passengers. When we reached St. Catherine’s bus terminal, there was only one seat available despite four of us having reservations. The driver then asked us to disembark at 11:37 pm. The stop was deserted, and I had to rely on a friend as I couldn't book an Uber or pay for a taxi. The two Canadian passengers managed to get an Uber at a cost of $[redacted]. I reached my final destination around 2:25 am after a long wait. The lack of assistance from the driver and customer service was disappointing, and the experience left me feeling scared and stranded. It would be best if Megabus drivers refrain from allowing passengers on board if they cannot reach their destination.

I had a scheduled 10:00 p.m. bus from Washington, DC to New York City. The bus was delayed by an hour, which I can understand due to the weather and it being a Friday night. However, the lack of organization and communication during the wait was disappointing. There was only one staff member providing vague information while constantly on their phone. They made just one announcement, informing us of the delay after we were already waiting. The lack of clear instructions on lining up and what to expect made the situation needlessly frustrating. I hope this feedback can be shared with the team for improvement. Best regards, CJ

I had an awful experience on MegaBus trip Reservation Number 33-5[redacted]18-M96R-[redacted]-ATL-JAC. Despite paying extra for a top front seat, the bus did not meet my expectations. Upon arrival, my seat was wet, food crumbs littered around, and the floor sticky, indicating poor cleaning. There was a trash bag next to me filled with fast-food waste. Water leaked from the roof, damaging my laptop. The WiFi didn't work, essential for my trip. The worst was the air conditioning failing halfway through the 6-hour journey. The driver attempted fixes without success, leaving me, as a breastfeeding mom carrying breast milk, feeling unwell. I request a full reimbursement for this dreadful experience.

Dear Sir/Madam, I have utilized Megabus for trips between Washington DC and NYC about 6 to 7 times since spring. Unfortunately, on each occasion traveling to NYC, the bus has been consistently over an hour late. This delay is not typically caused by traffic but by a lengthy stop made for driver changes, often exceeding 30 minutes, with today's being 45 minutes. It is perplexing to me how buses scheduled for a 4-hour journey frequently require driver switches. The only punctual trip I experienced was last Monday morning when arriving in DC. I am not seeking any specific resolution from you but felt compelled to share my frustration regarding the unreliable arrival times, especially considering it is not due to traffic. Thank you.

Hello, I wanted to share my recent experience with Mega Bus. Last Friday, I took a bus from Indianapolis to Chicago at 6:05pm. Unfortunately, the bus was delayed by one and a half hours, causing me to arrive very late in Chicago. Upon my return trip from Chicago to Indianapolis at 3:40pm on Sunday, the bus was again over an hour late. To make matters worse, the bus broke down during the journey, resulting in more than an hour of waiting for a replacement bus. I arrived back in Indianapolis around 11:30pm and had to walk home. As someone who regularly commutes between Chicago and Indy for work, I rely on Mega Bus frequently. However, the service I received last week was below par. I am requesting either a refund or credit for these two problematic trips. Thank you for your attention to this matter. Sincerely, Decheng Ren

I traveled on the 3:05 p.m. Megabus from NYC to Philadelphia, PA, and I encountered some concerns that I need to address. Upon boarding, there was a noticeable strong urine smell on the bus, not only near the bathroom but throughout. Additionally, there was a lack of proper air conditioning, making the journey extremely hot and uncomfortable. I hope to receive a prompt response regarding this issue. Thank you, Jerome A. Hicks.

Dear Megabus Corporation, I wish to file a complaint regarding my trip to and from Niagara Falls, Ontario from Toronto on August 5th, [redacted]. I have traveled with Megabus in the past, but this experience left me extremely dissatisfied. Upon arrival at the bus terminal, my friends and I were directed to an older Coach Canada bus instead of a Megabus as expected. The substitute bus lacked the amenities I paid for, such as free wifi and outlet plugs. On the return trip, the same bus was delayed by about 30 minutes. I am disappointed with the service and would like a refund. Thank you.

I have a concern about the bus boarding process. Recently, I witnessed two people skipping the line without consequences. Despite informing the ticket checker, they were allowed to board before me and others who were waiting. It seems unfair that some individuals are granted special treatment while others must abide by the rules. The ticket checker's inconsistent enforcement of boarding policies is frustrating. During my commute last week, I requested early boarding but was denied, yet I observed someone with a later ticket being allowed to board ahead of schedule. This preferential treatment raises questions of fairness and equity in the boarding process. I believe all passengers should be treated equally and the boarding procedures should be consistently applied to everyone for a fair and orderly experience.

On August 6, your system was down all day. The message on your website indicated a service alert regarding website issues preventing ticket sales. Despite the attempt to make a purchase over the phone, there was never a message informing customers that orders couldn't be placed via phone due to the system outage. A 47-minute and 23-second wait was ultimately a waste of time. It would have been helpful for the message board to communicate that the system was down from their end as well. Thank you, Luz Ayende

Hello, I recently tried to book a bus trip with Megabus from Toronto to Montreal for the 7th to the 11th of August. Despite multiple attempts, the payment was not going through, and no confirmation email was received. It was only after booking with another company that I realized I had been double charged for the tickets without any successful booking confirmation. My mom also encountered the same issue on two different credit cards. The pending charges have been reported to the bank, and a dispute will be filed if necessary. I hope this situation gets resolved promptly. Thank you.

I have contacted Megabus multiple times to resolve this issue. On Sunday, August 29, while traveling from Cincinnati to Chicago, I was left at a truck stop in the middle of the night. This was unacceptable compared to my past trips with the company. There was no intercom announcement, and I returned within the 15-minute window provided for our spot. After being stranded, I spent hours on hold to reach someone and inform them that I was left behind with my luggage on board. Despite assurances to call back with retrieval instructions, I never received a call. I had to find my way to Chicago in the middle of the night. I have since spent a total of 6 hours on hold trying to contact the company and only received two responses on Facebook, with the last one claiming an email was sent but I did not receive it. I am requesting 1) to pick up or have my belongings shipped to me and 2) a full refund for the trip due to the extreme inconvenience and lack of customer service. This incident should be brought to Megabus management's attention for accountability. A customer should not be stranded and left unaddressed for over a week.

I was charged $92.46 on my debit card at 11:26pm for Las Vegas to Los Angeles tickets on 8/6/[redacted]. The website experienced issues around 6pm Pacific Time. I did not authorize this charge and never received an email or text notification. When I called customer service, they mentioned there was no account linked to my email or phone number. I do not recall giving full permission for this transaction. Additionally, a Customer Service Supervisor hung up on me, which is unacceptable. I demand a refund as I will not be utilizing your bus service. Please credit my debit card accordingly.

I am seeking a refund for my booking AHIFA7I. I ran into some issues after purchasing two tickets on August 6th due to website difficulties. I received a confirmation email with reservation number AHICNIQ. On the day of my trip, August 7th, I received an email stating my booking did not go through, despite the payment being processed, due to website problems. Consequently, I repurchased two tickets at a $10 higher price. I discovered that the tickets from the initial reservation AHIFA7I, which I used to check their validity, were actually usable. I was wrongly advised to buy a new set of tickets, resulting in unnecessary additional costs. As a result, I am requesting a refund for the unused tickets from booking AHIFA7I.

Reservation #:33-6[redacted]18-M86R-[redacted]-ORL-FOR Good afternoon, I wanted to share my experience from my bus trip on Tuesday, August 7, scheduled for 5:00 pm from Orlando to Fort Lauderdale. The journey encountered some delays due to a disruptive passenger, and then a change in drivers due to the original driver feeling stressed. Despite these setbacks, we eventually departed, but were further delayed when the replacement driver arrived late, making us 2 hours behind schedule. To add to the inconvenience, my power outlet was not functional, and the Wi-Fi was inaccessible despite my attempts to connect through the app. I chose Megabus for its reputed reliability and comfort, but this experience fell short of my expectations. While I recognize unexpected incidents can occur, I am hopeful for a partial refund of 25-40% to reflect the challenges faced during this trip.

I purchased a Megabus ticket for what I mistakenly thought was Friday, the 9th, at 2:30 PM. After confirming, I realized my error, as the 9th is actually on a Thursday. I promptly contacted Megabus to change the date to Friday, the 10th, but found out the last available bus that day departs at 12:30 PM. I have an important job interview scheduled for 1:30 PM that cannot be missed. As there are no suitable bus options, I requested a refund. Megabus is unable to fulfill my travel needs, and therefore, a refund is necessary. Despite the no refund policy checkbox, circumstances warrant an exception, considering the significant cost of the ticket and the human error involved.

I am differently-abled and experienced a challenging bus ride from Atlanta at 4:50 pm. Due to rain, my luggage and I got wet, causing discomfort as there were no seats available for me to rest while waiting since 3:10 pm for the bus to depart. I had to ask my daughter to come pick me up and then drop me off at the bus. However, we had to make an unexpected stop for gas at a station that couldn't accept the driver's card. We then had to stop at another gas station after exiting at [redacted], further delaying our journey. This has caused a lot of inconvenience as my ride in Indianapolis has to go to work upon my arrival, leaving me unsure about what to do. Previously, I had to pay a $50 fee for being late to the bus in Atlanta, and I would appreciate a refund for that amount. My name is Naeema Tamara, and you can reach me at [redacted]. My ticket number is [redacted].

Last night, I arrived at the Megabus station only to be informed by the staff that overnight parking was not allowed. With 30 minutes to spare before the bus departure, I quickly arranged for my car to be parked remotely and returned via Uber. After informing some fellow passengers, I rushed back to the station around 11:50, only to see the bus being loaded and the driver pulling away despite my efforts. I've experienced delays with Megabus before but never such treatment. I'm not looking for a refund, just hoping to catch the next morning bus as a resolution to this mishap.

I recently booked three return tickets from New York to Washington and Washington to New York for August 6, [redacted]. Unfortunately, I received an email on August 5th informing me that the trip from Washington to New York was canceled by Megabus. As I did not have the opportunity to make alternative plans due to our impending departure back to France on August 8th, I requested a refund. However, I only received a refund of 29.65€ out of the 81.01€ I paid, indicating that the refund may only cover the tickets for the Washington to New York trip. This unexpected cancellation greatly disappointed my friends and me as we were unable to visit Washington as originally planned. We believe Megabus should take responsibility for the canceled trip and are requesting a full refund for the entire journey. I have included my reservation numbers for your reference. Thank you. Best regards, F. GUETARNI

My brother bought a ticket to travel from New York to Cleveland on August 11 at 10:15. Upon reaching the supposed departure point at 34th between 11th and 12th Ave., we were informed by a luggage staff member that the gate had been relocated to Port Authority without any prior email notification. We rushed to Port Authority only to find no bus at 10:15. Customer service was unhelpful when we called, unsure of the bus's status. Supervisor Marie's behavior was notably unpleasant and she directed me to call back in 10-15 minutes to check on the bus, then abruptly hung up. When I questioned being hung up on, she dismissed me rudely. Despite being a frequent MegaBus traveler, the lack of communication about the gate change and the rude treatment from a supervisor like Marie was disappointing. If this is now the standard of service, I will look elsewhere for travel and advise others to do the same. I request a review of the recorded conversation with the supervisor and suggest comprehensive training for all staff to uphold your company values.