Megabus Customer Service Issues

Subject: Formal Complaint Regarding Megabus Service on July 30 I am writing to express my dissatisfaction with the service I received from Megabus on Monday, July 30. My reservation number is 61-3[redacted]18-M24R-[redacted]-BUF-TO. I had booked a trip from Florida to Canada to attend a wedding and mistakenly arrived at the wrong stop at Buffalo Niagara Falls airport instead of Buffalo Airport. Despite the confusion, the driver allowed me and other passengers to board. However, at a later stop, four passengers couldn't find seats, and the driver asked us to disembark late at night at a deserted location near St. Catherine's travel stop. I ended up stranded without transportation and had to rely on a family member for a two-hour drive. I tried contacting Megabus customer service, but the call was disconnected. I felt intimidated and unsafe due to the driver's behavior. I hope this incident was an exception, and I urge Megabus to address this issue promptly. Thank you for your attention to this matter. Sincerely, Albertha F.

I had a booking for the 4:15 Megabus from Burlington VT to Boston MA on 8/26, but it was a frustrating experience when the bus didn't show up. Instead, a Datco bus arrived around 6:15 after waiting since 3:45. I received an apology email mentioning an investigation and potential compensation. After completing a survey, I realized I forgot to mention my expectations moving forward: 1. I am seeking reimbursement for my fare given the lengthy delay (3:45-10:00). 2. I want a clear explanation of why the Megabus didn't arrive as scheduled and why various responses were given to callers between 4:15-6:15, including being hung up on. The inconsistency is concerning. This kind of service is unacceptable, and I hope for a resolution soon. -Jessica W.

Dear Concerned Party, On June 12, [redacted], I made a booking for 3 tickets (Booking#AHC3TDA) with reservation number 29/31-2[redacted]18-M24R-[redacted]-ROC-NEW for our journey on August 2, [redacted] from Rochester, NY at 4:35 am to arrive in New York, NY at 11:25 am. Unfortunately, we arrived in New York at 4 pm, causing us to miss our international flight to Ukraine. The bus was 1.5 hours late to Rochester, NY, and there were issues with passenger count leading to delays and confusion. The delays and missteps made us miss our flight, resulting in unexpected expenses of $4,[redacted].43 for new tickets. This trip was planned in advance for medical reasons, and the additional costs have caused significant inconvenience. We kindly request compensation for the incurred expenses. Should you require further details, please let me know. Thank you, H.H. [redacted] email redacted

I made a roundtrip reservation with Megabus from Memphis to St. Louis for October 27, [redacted], with the 10 pm bus arriving at 3:30 am in St. Louis. I also had a connecting Amtrak train at 4 am to Springfield, IL, arriving at 7 am. Unfortunately, the Megabus arrived late at 10:39 pm, causing me to miss my Amtrak connection. I had to arrange for alternative transportation at additional cost. When I contacted Megabus, Latoya, the supervisor, informed me they could not refund my ticket. The lack of customer service and accountability from Megabus is disappointing, especially since they were at fault for the delay. The behavior of the security guard was also unprofessional. Contrastingly, when I contacted Amtrak, they handled the situation with understanding and promptly issued a refund. I believe Megabus should show compassion to customers affected by their errors and provide refunds when necessary.

To the concerned party, I recently spoke with Mark from customer service who directed me to contact you via email. A group of about 10 customers, including myself, were supposed to board a bus from Philadelphia's 30th Street Station to Washington Union Station at 3:20 am. However, we were not informed about the bus's arrival or departure time. We arrived before 3 am, but there was confusion as an agent claimed our bus arrived at 3:03 and departed at 3:20, which contradicts the bus actually being for New York, not Washington. The driver did not make any effort to clarify, and despite our efforts, multiple agents insisted it was our bus. This caused significant inconvenience, especially for a broke international college student like myself who had a 9 am lab. I'm also disappointed as this was my most expensive ticket to date. I am requesting a refund and will provide my reservation details upon your response. Thank you for your attention to this matter.

To the Customer Service Team, I recently spoke with Mark about my issues over the phone, and now I am reaching out via email per his recommendation. A group of approximately 10 customers, including myself, were scheduled to depart from Philadelphia's 30th St to Washington Union Station at 3:20 am. Unfortunately, we did not receive any notification regarding the arrival or departure of our bus. Despite being present before 3 am, we faced confusion as multiple agents claimed our bus had arrived at 3:03 and left at 3:20. However, the only bus that arrived around that time was headed to NY. Even when queried, the confirmation given to customers ahead of us indicated it was the NY bus. The bus drove past our line to where the NY passengers were waiting, although the usual spot for the Washington DC bus is where we were positioned. Additionally, the driver did not confirm with us which bus we were waiting for. Despite our efforts to clarify, multiple agents insisted it was our bus, although all 10 of us were certain it was not. As a financially strapped international college student, missing this trip caused significant inconvenience, as I had a mandatory 9 am lab to attend. This led me to email my professors explaining the situation. The ticket purchased for this journey was the most expensive one I have bought, and I am seeking a refund. I will provide a screenshot of my reservation details once I receive further instructions, as attachments cannot be uploaded here. Thank you for your assistance.

Hello, my name is Alex Shaw. I bought a ticket online on 08/30/[redacted] for a trip from St. Louis to Dallas, TX. The trip was scheduled to start at 2:45 pm and end on 08/31/[redacted] at 6:05 a.m. The reservation number for the ticket was #52-1[redacted]18-CM7R-[redacted]-STL-DAL, and the cost was $99. I wasn't aware of Megabus's policy that tickets become void if not changed 3 hours prior to the bus's arrival. I purchased another ticket with Greyhound to reach St. Louis in time to transfer to the Megabus at 2:45 pm, but the Greyhound bus broke down, causing me to miss the Megabus. I had to buy another ticket for a 2:00 am trip. I kindly request a refund for the missed Megabus due to the unforeseen circumstances with the Greyhound bus. Thank you for your understanding and support in improving customer service.

I was unfortunately left at a rest stop by Megabus, and my luggage was still onboard. Despite being promised a callback for a solution that never came, I found myself stranded. After hours of trying to reach Megabus to no avail, I was informed that my luggage was headed to Toronto. However, I've yet to hear from the lost and found department even after almost a full day. Since the solution Megabus suggested would have taken an additional 15 hours and cost me another $[redacted], I opted to take a cab to my destination. I now seek communication from Megabus regarding my luggage and hope for a refund. Attempting to contact their lost and found department has been challenging, with continuous ringing for almost an hour. I request my luggage be returned to me upon recovery and a reimbursement for the distress caused by the abandonment at the rest stop. A kind worker at the rest stop assisted me in finally reaching Megabus after hours of waiting. I feel this was the most efficient solution to reach my destination promptly. Megabus, please get in touch with me as soon as possible.

Hello, I wanted to share my recent experience traveling from NYC to Boston on September 6 at 9:40AM. Unfortunately, when I arrived at the bus stop, I missed the bus and had to wait for the next one, which cost me an extra $29. Interestingly, another passenger who missed the same bus only had to pay a $5 difference for the next one. I wish I had known about this option as it would have saved me money. This incident, coupled with a past negative experience with MegaBus to Albany, has left me feeling dissatisfied with the customer service. I kindly request a refund for the overcharged amount so that my fare aligns with the gentleman who paid only the difference. Thank you.

Dear Sir/Madam, My name is A.S. My first time riding the Megabus was on Thursday, August 9th from Jacksonville, FL to Atlanta, GA with Reservation #67-2[redacted]18-M96R-[redacted]-JAC-ATL. However, when I attempted to board the Megabus two weeks later to Detroit from Atlanta, I was unaware that the Jacksonville station had been relocated. Despite booking my ticket on my phone, I did not receive any notification regarding this change. Consequently, I missed the bus and had to incur additional costs to reach my destination. I have since learned that others were alerted about the change via email, of which I never received one. The lack of communication and inconvenience has left me deeply dissatisfied. I am seeking a full refund for my ticket with Reservation number 25-3[redacted]18-M96R-[redacted]-JAC-ATL. Going forward, I recommend implementing a more prominent notice system on your website to prevent similar incidents. Thank you, A.S.

I was a passenger on the Mega Bus from New York City to State College on September 7 at 8:40 AM. Unfortunately, I left behind my Michael Kors brown sling bag with gold trim on the bus. The bag contained money, credit cards, and a bank card. I am feeling very anxious about this situation and would be extremely grateful for any help in locating it. If someone could check with the bus driver or on the bus for my lost bag, it would be greatly appreciated. I was seated in the last seat on the left side of the lower level and I believe I left my bag in the lace pocket attached to the back of the seat. Thank you for your assistance. - Nikki R.

On September 7, [redacted], at 11:00 PM, an unexpected family matter arose before my scheduled bus departure at 10:05 PM from Philadelphia, PA to Buffalo, NY. Due to not notifying Megabus three hours prior, I was informed I couldn't reschedule or receive a refund for my $[redacted] ticket for two passengers. It seems unfair not to allow rescheduling with the same deposit or paying the difference. This disappointing incident has made me hesitant to use their service again unless better options are provided for loyal customers like my family and me. Update: On September 8, [redacted], at 2:00 AM, after resolving the family matter, I departed at 10:05 PM, but the bus arrived at 12:22 AM due to mechanical issues. The delay led to a three-hour wait until we finally departed at 1:00 AM. Despite this and the previous night's issue, Megabus offered no discounts, free trips, credits, or refunds. I have evidence to support my experience if needed. Disappointed and frustrated with the lack of customer consideration.

I am currently eight months pregnant and had a challenging experience on a bus trip from Chicago to Minneapolis. Upon reaching Milwaukee around 12 am, I encountered a seating issue with another passenger and the assistant driver, Lisa. Despite explaining my situation of being on the bus since 9:45 pm, I felt disrespected by Lisa's rude behavior in asking me to move. It would be beneficial for the company to provide better training to their assistants on how to communicate respectfully with passengers. The incident could have escalated, so improving communication skills is essential for avoiding such conflicts in the future.

I was traveling on a bus from DC to Boston on Monday, September 10th. We departed DC at 10:15am and arrived at Secaucus Station in NJ around 3:50pm. During our unexpected stop, I wanted to use the facilities, grab food, and buy some items. The bus driver initially indicated we'd only be there briefly, allowing me to step out. However, after waiting for about 10 minutes, I discovered we were actually scheduled to leave at 4:25pm, giving me ample time to go inside. I decided to walk towards the station. As I did, the bus driver loudly insisted I return, claiming it wasn't a designated stop. Feeling uneasy, I went back on the bus. I believe a 35-minute unnecessary delay is unreasonable, and the bus driver's handling of the situation was unacceptable. I am requesting a full refund of my fare and that the driver gets feedback on his behavior.

I used Megabus from Las Vegas to Anaheim and had an awful experience. The air conditioning was broken, and the bus stopped in San Bernardino due to a breakdown, leaving us stranded for 3-4 hours. We were uncomfortable in the extreme heat, with no nearby stores to buy water. I had to pay $[redacted] for an Uber to get home safely, spending more money than planned. I'm requesting a full refund with reservation number AHLEBFA for a round trip for two people. I do not wish to receive a free ride for next time as I won't be using your service again.

On April 21, I made a reservation with booking number 2-4[redacted]18-M6R-[redacted]-CIN-CHI for a trip on August 25 costing $63.50. Despite a service alert changing the pick up location from Gest Street to Jefferson Street on August 23, the bus did not stop at the new site causing us to miss it. After contacting customer service and receiving unsatisfactory responses, I had to be picked up by my son for a [redacted]-mile round trip to Chicago, missing out on hotel accommodations and my Amtrak Vacations by Rail tour. I am disappointed by this experience and believe some form of compensation should be provided for the inconvenience and expense endured. This was my first time using Megabus and it left me highly dissatisfied. I await a response regarding this matter.

I purchased 2 tickets for the 12:30 am bus from Roc to NYC. The confirmation numbers are 20/21-1[redacted]18-M24R-[redacted]-ROC-NEW. I reserved seats 9 and 10 for my daughter and myself. Since I needed space to sleep due to a upcoming car trip to Atlantic City, I bought an extra ticket with reservation number 54-6[redacted]18-M24R-[redacted]-ROC-NEW for an additional seat. However, I encountered a problem because a lady refused to vacate the seats when I boarded the bus at 4 a.m. despite showing her my booking. I did not wish to disturb the driver, fearing he would not intervene. I have evidence of my car and hotel reservations if needed to clarify my urgency. I paid $45 plus taxes for the extra seat, and I request a refund promptly. I am currently on the bus and can provide further updates upon arrival in NYC at 8:10 a.m. Email: [redacted]

I am still on the bus from ROC to NEW. Earlier, we showed our three tickets to the driver requesting a lady to move from our paid seats (9-10) as I needed two seats to sleep. The driver moved the lady, but she took the seat I was using. Now, my daughter and I are in seats 9 & 10, and everyone around us is sleeping. Tomorrow's drive will be tough. Buying the extra seat did not solve the problem. Reservation Number: 54-6[redacted]18-M24R-[redacted]-ROC-NEW Please refund the $45 for the third seat plus taxes and the $10 charged for seat reservations. Regards, Marianela Gómez

I am extremely disappointed with the customer service provided by your company. On two occasions in one day, I experienced letdowns. Firstly, there was a last-minute station change less than 30 minutes before departure, leading my colleague and me to incur additional costs using Uber to get to and from the new locations, which ended up being more expensive than the Megabus tickets. Secondly, when booking my return trip, an error on the website resulted in me accidentally purchasing two tickets instead of one. Despite informing the bus driver and speaking with two different customer service representatives, my issue has not been resolved to my satisfaction. As a frequent Megabus traveler, I may need to consider seeking alternative transportation options if my money is not refunded promptly.

The driver's behavior was unprofessional and concerning. At first, she requested passengers to keep noise levels down for safety, which is understandable. However, as the trip progressed, she became irate over minor noises, making everyone uncomfortable. Her sudden braking on the highway caused fear among passengers, leading to a disruptive confrontation with a passenger for speaking softly on the phone. The driver's actions and statements, including a threat not to report her, raised suspicions of possible drug use. She seemed to wield her authority abusively, creating an unsafe and uncomfortable environment. Allowing her teenage son to move freely on the bus and assist with announcements added to the unprofessionalism. The overall experience left me in a state of anxiety, and I believe the driver's conduct needs to be addressed to ensure the safety and well-being of passengers.