Megabus Customer Service Issues

Subject: Experience on Toronto to New York Trip Hello, I reserved 4 standard seats for the Toronto to New York bus trip departing at 11:59 pm. Unfortunately, we were significantly delayed without clear reasons. My mother has arthritis, and I was traveling with my 5-year-old daughter, so I bought 4 tickets to ensure a comfortable ride. Despite being third in line, we unintentionally sat in reserved seats and were abruptly moved. The driver, Michael Taylor, was unhelpful, and the situation was aggravated by the disorganization and lack of guidance. The journey was excessively late, departing after 2:30 am instead of the scheduled time, and arriving in New York around 5:00 pm. Although an email mentioned compensation, I believe a refund is warranted due to the experience of overbooking, inadequate seating arrangements, and poor customer service. Moving forward, I hope for improved customer care and clarity on seating policies for all passengers. I will be sharing my disappointing encounter and expect a prompt resolution for my return trip. Best regards, Renee A.

I had a very disappointing experience during my recent Megabus journey on 8/12/18 from Chicago to Detroit (departed at 2:30 pm). My reservation number was 59/60-7[redacted]18-M1R-[redacted]-CHI-DET. The bus encountered low tire pressure, and the driver was unsure of what to do. After a 45-minute delay, no assistance was provided by Megabus. Passengers tried in vain to contact Megabus and eventually had to call nearby gas stations to find help. Ultimately, we had to assist the driver in resolving the issue ourselves. I had to spend $40 on an Uber to reach my destination in Detroit promptly. This experience was frustrating, and I believe Megabus needs to improve driver training and have better roadside assistance in place. As a result, I do not plan to travel with Megabus in the future and will not recommend the company to others.

I purchased three tickets for my family members, ages 16, 15, and 15, not realizing the bus company's policy requiring passengers to be 17 years old. Despite the kids riding alone on Megabus recently, they were not allowed on this time. I tried to change the travel date and add an adult at a reduced rate, but my requests were denied. I need to find a solution as my kids still need to get from Minneapolis to Chicago before school starts. I've been a loyal customer for years, but the lack of assistance and poor customer service I've encountered has left me feeling disappointed. I hope to resolve this issue so I can continue using Mega Bus for future trips.

I, along with the other passengers on the 11:10 am Dallas to Houston route, found ourselves stranded outside of Corsicana due to the coach's AC failure. A replacement bus arrived an hour later, causing a one-hour delay as we transferred to the new bus. Throughout the two-hour ordeal, neither the driver nor the other staff members provided any instructions or updates, not even an apology. Some passengers even opted to return to Dallas. This lack of communication combined with the uncomfortable conditions made for an extremely unpleasant experience and the worst customer service I have ever encountered. The incident caused me to miss appointments in Houston, and I am requesting a refund of the Dallas to Houston fare, or a voucher for a future trip. Being stuck on the side of the road without air conditioning in the Texas heat was a travel nightmare, exacerbated by the staff's inadequate response and poor customer service. Sincerely, D.T.

On August 16, [redacted], at 2:20 p.m., I, Aaron M., boarded a Megabus in Houston, TX, headed to Baton Rouge, LA. My fiancee, Cepressia F., purchased the ticket. Despite being in reserved seat 67 with reservation number (46-7[redacted]18-M74R-[redacted]-HOU-BAT), the bus broke down just after leaving and again at an auto body shop, causing delays totaling 75 minutes. The high temperatures made the journey uncomfortable for both adults and children. Additionally, another customer's medical issue caused further delay near Lake Charles, resulting in me missing an important meeting. As a frequent Megabus rider, I believe some form of compensation is warranted for these inconveniences.

I made a reservation for a bus from Boston to New York for a Saturday but it ended up being for Sunday. An employee at Megabus said I could get a refund if I paid $45 in cash to get on the bus, but I later found out I wouldn't actually get a refund. When I tried to discuss this with the driver, he was unhelpful and rude. I asked other passengers about their experience and some had also paid cash to board. I felt disrespected and stranded. The second driver couldn't assist me either. This situation has been extremely stressful for me, as I needed to travel due to a family emergency. I am seeking a full refund and any help you can provide. Thank you for your assistance.

Dear Megabus Customer Service, I recently booked a trip from Buffalo to Kirkland through Toronto, but encountered an issue on the day of departure when I couldn't locate my current passport. I attempted to use my expired passport along with my driver's license but was informed by the driver that I couldn't travel to Canada with an expired passport over 6 months old. Sadly, I missed out on seeing a relative after 35 years due to this. Given the circumstances, I reached out to Megabus Customer Service for a refund as suggested by the driver. However, I was met with a less than accommodating response from the representative I spoke with. This differs from the positive experiences I've had with Megabus drivers in the past. Could you please clarify if I will receive a refund of $79.07 for the missed trip? If not, what options do I have to resolve this matter and avoid losing the amount paid? Thank you for your assistance. Best regards, Colette Z. Aug. 18, [redacted]

I am Officer Shawn Cook from the Indianapolis Metro Police Department. On 8/18/[redacted] at 3:16 AM, I responded to a distress call involving one of your drivers in case #PD[redacted]7. Driver Ronald Kincaid expressed discomfort with passenger Dominique Williams and requested her removal due to an altercation. Williams mentioned feeling humiliated by the driver's remarks about her intelligence in front of other passengers. She also made an inappropriate comment, leading to conflict. Williams was traveling to Chicago for her mother's funeral with her 16-month-old child and faced being stranded in Indy. Another passenger even remarked negatively about the driver's behavior. I facilitated their transport to the Amtrak station and purchased a train ticket for Williams to ensure she could continue her journey. The lack of compassion displayed by your driver was disheartening, and I, as a law enforcement officer, would never behave in such a manner. Thank you for your attention to this matter.

I traveled on the Megabus from South Station in Boston to 7th Ave and 27th St in New York City on August 17, [redacted], departing at 4:00 p.m. During the journey, the bus driver stopped on a highway ramp claiming to have exceeded working hours, leaving us stranded for two hours. This situation caused distress, especially when other passengers became upset. The driver seemed inexperienced in handling the issue. Additionally, we had no access to food or drinks, and I missed a vital meeting with my visiting family from Germany. I request a refund of $65.48 to cover the expenses and stress incurred during this journey. Best regards, Zelia V.

This was my inaugural Megabus trip. Departed from Toronto to New York on August 19th at 11:59 pm. The journey to the border was smooth. However, after the stop in Buffalo, we had a driver change. The new crew appeared upset from the beginning, arguing with the previous Canadian driver and reorganizing luggage without any explanation to passengers, which I found unprofessional. The most frustrating part was enduring a 13+ hour ride without wifi. The replacement drivers couldn't justify why the wifi ceased to work in Buffalo. I specifically chose Megabus for the wifi, and its absence was unacceptable. I would have opted for Greyhound if I knew there would be no wifi. The lack of this essential amenity was disappointing, and the staff didn't seem bothered by it at all.

Subject: Issue with Changing Scheduled Bus Trip Hi there, I am currently in a bit of a bind. I was scheduled to take the 11:00 am bus from Orlando, Florida, back to Atlanta, Georgia today. I contacted Mega Bus within the required timeframe to change my booking, but I was informed that it's not possible to do so in Orlando. This information was not clearly stated in the booking options. I am in a difficult situation as I am out of town with my two small children – a 2-year-old and a 5-month-old. I must return to Georgia for work at 7:00 am tomorrow, and my only choice seems to be taking the next bus available. I urgently need to use the tickets I have already purchased for the next bus back to Atlanta. If there is any assistance you can provide, please reach out to me at [redacted]. Thank you, Dorothy W. & Joenecia G.

I was on a bus from Memphis to Chicago on August 6th, [redacted]. Unfortunately, when we arrived, I realized my suitcase was left behind as everyone else retrieved their belongings. The new bus had cameras, and I am certain that my dark green/black suitcase with gray tape, easily identifiable with tape on the front, was missing. The contents were in white plastic bags for protection. I'm missing clothes, shoes, personal items, and baby supplies. I reported it through the online lost and found form and called, but no one has contacted me back despite leaving several messages. I'm hoping to find assistance in locating my lost belongings. Thank you. Dawnicia B. [redacted] [redacted] [redacted]

Hello, my name is Tadasha Cannon. I had booked a bus ticket from Chicago, Illinois to Minneapolis, Minnesota for today, August 21st, [redacted]. Unfortunately, there is currently an accident on the freeway in Chicago, causing a delay. My bus was scheduled to depart at 7am, but due to the delay, it seems like we won't arrive downtown Chicago until 7:15. My sister, Endashia, booked tickets for 10 people, while I booked only one. We are concerned about being stranded in Chicago as it is costing us a lot of money. The reservation number for the group of 10 travelers is [redacted] and my individual ticket reservation is [redacted]. I have tried contacting Megabus via phone and spoke with two representatives and two supervisors who advised me to send an email. I would appreciate it if someone could reach out to me regarding our situation. My email address is [redacted] and phone number is [redacted]. Thank you, Tadasha.

Dear MegaBus, I traveled from Las Vegas to Los Angeles on August 17th, using the bus service. My reservation number was 8/9-8[redacted]18-M10R-[redacted]-LAS-LOS. Upon arrival in Los Angeles, I noticed that one wheel was missing from my baggage. When I informed the driver, I was told it was likely already damaged. However, my baggage was in good condition, resembling new. As a result, I had to take a taxi since I couldn't pull the baggage without a wheel. I tried to email photos but the email bounced back. I have another reservation for a trip from Los Angeles to San Francisco, with reservation number 6/7-4[redacted]18-M11R-[redacted]-LOS-SFR. Due to this incident, I would like to cancel my booking and request a refund. Best regards, Judyta K.

On 8/21/[redacted], I took the Megabus from NYC to Washington, DC. The departure time was scheduled for 2:30 PM. Unfortunately, there was an incident with a passenger causing a delay. A woman was disputing being asked to leave the bus, leading to a 20-minute delay while she was on the phone with Megabus. The bus remained without air conditioning on a hot day, making the situation uncomfortable for everyone on board. Megabus could have handled the situation better by either removing the passenger promptly or resolving the issue more efficiently for the comfort of other passengers. Despite this, I have generally been satisfied with Megabus in the past and hope they take steps to address this incident. I value their service and look forward to continued patronage. Thank you. - B.P.

I traveled on two reservation numbers, both between Atlanta and New Orleans. The first trip had a very crowded bus, with some seats blocked off in the left lower section, causing inconvenience. During the journey towards New Orleans, the bus stalled frequently on I-10. On the return trip, the bus driver was extremely rude, making threats about the bathroom cleanliness and passenger behavior. In Alabama, the driver left a mentally disabled man behind, which was unacceptable. Additionally, the bus lost power after the last stop, leaving us without electricity or air conditioning. This made it impossible to charge phones and made the trip uncomfortably hot. I overheard another passenger saying she experienced the same issue on a previous trip. Due to these incidents, and as a frequent Megabus traveler, I have decided to book a flight for my upcoming trip to Louisiana in September to avoid riding the Megabus again.

I am reaching out regarding my daughter's missed Megabus on August 23 from Buffalo, New York. Despite the scheduled 4:15 departure, when I called at 5:18, I was informed it had left at 5:24. This discrepancy caused my daughter extreme stress, resulting in panic attacks and vomiting, causing her to miss the bus. Upon contacting Megabus and speaking with eight different supervisors, I was given conflicting departure times ranging from 5:00 to 5:49. I am deeply dissatisfied with the lack of consistent information provided and the insensitivity shown by the supervisors. I am requesting a refund of $80 for the disrupted journey or a credit for future travel. The handling of this situation has been unacceptable, and I expect prompt resolution and communication from Megabus without further reference to terms and conditions. A response outlining the resolution is requested promptly to restore my faith in Megabus's service.

Good evening, I experienced an incident on August 24, [redacted], at 5:00 AM at South Station in Boston, MA. My reservation number is 36/38-3[redacted]18-M22R-[redacted]-BOS-NEW. Upon booking three tickets for a Megabus trip to New York departing at 5:00 AM, the bus did not leave until 6:00 AM due to a last-minute booking caused by a family emergency. The passengers were informed at 4:58 AM that there was a broken bus door, which upset me as I could have made alternative arrangements if we were informed earlier. The driver was unhelpful and rude in explaining the situation. I am requesting a full refund for the inconvenience and lack of communication. Kindly advise promptly. We were delayed and arrived in New York at 11:30 AM instead of the expected 9:15 AM. Thank you.

I am writing because I had a bus reservation for 6 p.m. on August 3, [redacted]. Just before departure, I was informed via email that Community Coach would be the service provider instead of Megabus. The issue arose when Community Coach, a single-decker bus, could not accommodate all the original ticket holders, myself included. Megabus offered no solution, suggesting I wait three hours for the next bus at 9 p.m. Unacceptable, as I preferred to reach New York before midnight for safety reasons. Therefore, I purchased a $46 Peter Pan bus ticket departing at 8 p.m. I am disappointed with Megabus's lack of apology or attempt to address the situation, despite being a loyal customer for nearly a decade. I am seeking a refund for both my Megabus and Peter Pan tickets, as well as $[redacted] in compensation for the stress, lost time, and disrupted plans caused by Megabus's failure to fulfill its promise.

I bought 2 Megabus tickets but haven't received them. After contacting customer service, I was directed to Wanderu, where I encountered issues. I'm reaching out because I was charged for both tickets and had to purchase a third due to ticket non-delivery. The initial ticket was for a 3:30 bus from Secaucus, NJ to Baltimore. Following customer service's advice, I contacted Wanderu but got disconnected. The second ticket, from NY to Baltimore, never arrived despite seeking help again from Megabus. I had to buy a third ticket as my fiancee got stuck in NY. The lack of assistance is concerning; nobody seemed to care about my financial constraints or our situation. Please contact me urgently at [redacted]. Wanderu explained that they don't have access to Megabus transactions since they redirect customers to Megabus' website for ticketing. For further assistance, they advised contacting Megabus at 1 [redacted]. Wanderu clarified that as an online search platform, they don't handle payments or ticketing, and all transactions are handled directly with the chosen bus or train company. They have no authority over refunds, cancellations, or itinerary changes. Feel free to reach out if you have more questions.