Megabus.com

Review: Scheduled TWO bus line tickets for Thanksgiving day event and the bus broke down in route to my destination around 3 am on 11/27/2014 along beside the interstate. My child and I was stranded for 4 additional hours in NC while awaiting for another bus arrive from the Washington, DC area. The temperature was freezing and cold with no heat on the bus. The conditions were disgusting. I called on Sunday night and filed a complain with MEGABUS prior to returning and the customer service representative assured by the customer service representative I would receive the cost of my travel in the amount of $70.00 with in 3 to 5 business days. I was also told the call was being recorded as part of training on Sunday 11/30/2014 between 9-11 pm this call was placed from my cell number [redacted]Desired Settlement: Both tickets as a result of the loss of my event

Business

Response:

The client's reservation were booked as complimentary tickets therefore the tickets have no value. We advised the client a refund is not possible due to no value and she was offered 2 one way tickets for future travel.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it was not two tickets the email stated 1 ticket only.Megabus.com strives to provide you with the best possibleservice, and when you feel that it fails to meet your expectations, it isimportant for us to know. We apologize that you received service that promptedyou to contact us with a complaint, and we regret any inconvenience orfrustration that your experience has caused you. As an apology we would like to offer you a1 one way complimentary ticket to be used for futuretravel. When you are ready to travel please call [redacted] and provide therepresentative with your order number [redacted] ) and they will book the ticketfor you.You have 1 year from today's date to have this ticketbooked for you. Your patronage isimportant to us, and we hope you will continue to give us the opportunity toserve you again. Thank you for using megabus.com we appreciate yourbusiness. Sincerely,[redacted]Megabus Customer Service Specialist

Regards,

Business

Response:

The reservation was for 2 passengeres therefore the client received 2 one way complimentary tickets for future travel and the proper notations are on the client's account.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I paid $39 for a 2:30pm bus on 11/15/15. Email said arrive 15 minutes early. I arrived 20 minutes early. Stood in line. The coordinator of the lines and buses tells me that the bus is full and I cannot get on it. And I have to pay an extra $5 to get on the 3pm bus. When I pay to reserve a seat on a bus I expect to have a seat. This greedy company oversold their bus and now want me to pay extra to get on another. Their mistake becomes my loss. There were about 10 of us in line that all had tickets for 2:30pm and had to pay extra to get on the 3pm bus instead.Desired Settlement: Megabus needs to at least refund my $44. I paid for s specific service and it was not delivered.

Business

Response:

Our dispatchers on site indicated that the passenger arrived late. They had persons wishing to travel on this service, so they allowed them to board in the passengers absence.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As I stated before. I was not only not late. But also 20 minutes early. With the bus scheduled to leave at 2:30, I arrived at 2:10 and got in line. The employee who was overseeing the passengers and tickets did this to about 8 to a dozen people who already had purchased tickets for the same bus and also in line with me. Directly next to the bus. He simply stopped our line, collected cash for those trying to get on standby, then turned to us and said you missed your bus and have to pay extra for the next one. Regardless of the fact that the bus was still there and we all had tickets and have been waiting to get on.

Regards,

Business

Response:

I will escalate this complaint and get statements from the workers. I will also see if there is a video available to assist the passenger.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:At this point it's not about the money. If it was it would surely have to be more than $40+ to get me to complain this long. It's about the principal and about the fact that this company allows this kind of business practice to continue rather than resolve it quickly. For example: I emialed this company's customer service department and they responded with an auto response saying it takes about 5 days to get a response to my email. This was last Sunday while I was on the bus. Strangely enough they responded to Revdex.com within hours to say that "I was late for the bus". Even responded through this website a second time. Yet still no response to customer service. If that's their idea of customer service then I shouldn't be surprised that rude and careless people like Ceasar work at their stations. It's been a week since my complaint and all they've done is try to drag it out until I give up.

Regards,

Review: My mother and I traveled round trip from Memphis, Tn to Atlanta, GA on 9/4/2015. My mother is disabled. Megabus was made aware of her disability prior to making reservations. They did not accommodate her properly on either trip. We left almost 2hours late both trips. We had to ride with no air conditioner in nearly 100 degree temperatures, and did not have access to a restroom. She was left in the air on the ramp and denied the right to get off the bus at a rest stop because of a bus malfunction.Desired Settlement: We deserve an apology on behalf of all of the rude staff we encountered, a full refund (including booking fees), plus a free round trip ticket to make up for the inconvenience of this trip.

Business

Response:

My sincere apologies for this issue. I will ensure that management reviews this matter and takes corrective action to prevent this from happening again. Please accept 1 round trip complimentary ticket for future use. To redeem this ticket call [redacted] when you are prepared to use this ticket. Make sure to mention that your ticket is refernced on account [redacted] This ticket is valid for one year.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My mother was publicly humiliated twice for lack of accessibility on both trips. I feel she is entitled to at least a minimum round trip accommodation for the inconvenience. She paid for a round trip and should get that in return. Megabus failed to accommodate her needs and disability on their end. They should be held accountable for it.

Review: [redacted] I PURCHASED THESE TICKETS ON 09182013 I THEN CALLED ON 09192013 TO CHANGE THE TIME OF THE BUS SCHEDULE DUE TO I WAS UNABLE TO GET A RIDE TO THE BUS AT 7:30 AM. I CALLED CUSTOMER SERVICE AT 7:20 PM ON 09192013 TO CHANGE THE TIME THAT THE BUS WAS GOING TO LEAVE FOR BOTH TICKETS. I CALLED REP NUM 1 AND HE SAID SORRY ITS NOT WITHIN 24 HOURS NOT EVEN ASKING FOR MY TICKET NUMBER. I CALLED BACK 5 MINUTES LATER AND I SPOKE TO REP NUMBER 2 WHO INFORMED THAT SHE COULDNT CHANGE MY TICKET. nOW MY FIRST TICKET WAS SCHEDLED TO LEAVE AT 7:30 AMD AND THE 2ND TICKET WAS SCHEDULED TO LEAVE AT 12:OO PM . NEITHER WAS EXCHANGED TO CHANGE TIME . I HAVE WROTE AN EMAIL TO [redacted]. NO ONE HAS TRIED TO CONTACT ME TO RECTIFY THE ISSUE. tHEY HAVENT EVEN LOOKED AT MY TICKETS TO SEE ABOUT THE TIMEFRAME. ALL I WANT IS AN EXCHANGE ON MY TICKETS AND THEY REFUSE TO LET ME CHANGE THE TIME. I HAVE BEEN USING MEGABUS SINCE THEY HAVE STARTED BUSINESS.Desired Settlement: I WOULD LIKE TO CHANGE MY TICKET DATE AND TIME NOW TO A NEW TICKET DUE TO THERE ERROR OF CUSTOMER SERVICE

Business

Response:

Client is allowed to reschedule her trip.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I recently purchased tickets for a trip from Columbus to Atlanta only to find out that they now have a bus leaving from Cleveland which was not available to me at the time of purchase. It is the EXACT same bus that is leaving from Columbus. When I called to see if they would switch the tickets I was treated as if it were an error on my part when several of my friends also checked. It makes no sense for me not to check to see if a bus leaves from Cleveland first when that is where I live. They did not offer a resolution to my problem other than to purchase new tickets and they do not give refunds so I would also be stuck with the old tickets. I think that their customer service skills are terrible and I will not be using the mega bus again after this trip. Our solution was to purchase tickets from Cleveland to Columbus which was an extra $20 that I don't feel as if we should have had to pay.Desired Settlement: I would like the extra $20 that we all paid to be refunded.

Business

Response:

We could not locate the new reservation client had to purchase. Request the reservation number awaiting the response.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: I was scheduled to leave Las Vegas on 25June 2013 ,which I thought was on Wednesday. I called from my cell phone ,when asked about where o take the bus in Vegas. I was asked my confirmation number. I told the employee that I needed assistance. Not once did she inform me that if I had plans to leave on Wed that my reservation was on Tuesday at 12:35 am. If, Megabus wold. Check their voice recorded phone calls. It wold show that I had inquired about my trip before 12 MN. I went to the RTC transit center waited 2 hrs to be told that. My bus was for the night before. Then, woman (black) walked away, only never to return shortly after the other patrons started to oars.Not only was she rude and unwilling to assist any further. Also,the white woman wearing glasses was insensitive to my needs. I was told, can you book another trip.? Then, walked away.Desired Settlement: Have the company issue a complimentary trip at no cost to me because I had to reschedule my trip on Amtrak because I had no other option.

Business

Response:

Megabus.com strives to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know. We apologize that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have forwarded your complaint to our Operations Manager who is responsible for investigating these types of issues. I can assure you that the appropriate measures will be taken to avoid a reoccurrence. Your patronage is important to us, and we hope you will continue to give us the opportunity to serve you again.

Review: The original reservation was made via conference call for brother on 09/12/13 for a 09/14/13 Baltimore Departure.to Washington DC then to Atlanta with final destination being New Orleans, LA. Megabus DID NOT comply with the reservation in Baltimore on 09/14/13 , There was not a 5:25 am Megabus pickup from White Marsh Mall as made on the reservation We dropped my brother off a white Marsh Mall across from The RED LOBSTER at 415 am and up to 5:35 am there was NO MEGABUS PICKUP at that departure point. IT wasnt until another megabus stopped around 6:30 pm , that he asked the question about the 5:25 bus and was told that perhaps there was a problem with that 525 bus. That driver for the later bus allowed him and others to board the bus to go DC.. By that time he had missed the 2nd leg of the reservation from DC to Atlanta and onto New Orleans. He called and asked that I also called Negabus to see if I could arrange a chang in scheduled through no fualt of his own. I did so and was told that he could be placed on standby for next legs of the trip and pay 5.oo per standby. I asked what Options were available to get him home to New Orleans. and I was told there were no other options besides standby or make another another reservation in order to get him to New Orleans from DC. to Charlotte , Atlanta and finally New Orleans. I made a second reservation and my brother called and said he was instructed to not make another reservation and that thev dispatchers would get him on the buses back to his fibal destination, and to just wait. I had already made another reservation to ensure he got back to New Orleans, since Megabus DID NOT comply with the original reservation at all. MEGABUS was at fault for the delay in departure and arrival at the final destination. I called Megabus and requested a refund and was told I must file a complaint or inquiry.Desired Settlement: I am requeting refund for the second reservation in the amount of $109.75 due to no fault of our but Megabus failed to comply with reservation.

Business

Response:

In order to further assist the client we have requested the reservation numbers.

Review: Confirmation numbers: [redacted] from [redacted] to [redacted] on July 31, 2013 at 11;48pm and [redacted] from [redacted] to [redacted] on August 1, 2013 at 16;30. The tickets were for three; myself and my two children.

The tickets were purchased the same of the trip so the 24 hour policy was void and null for my purchase. Unfortunately on the way to [redacted] to arrive for my 11:45pm departure, we had an blow out on the highway and AAA had to come out because of the unsafe conditions and the wait for the emergency roadside assistance caused me to miss the bus, so I called customer service and they advised me there was nothing that could be do because I would have had to make a change within 24 hours of the departure time, well that was not in effect for my purchase.

My tickets cost over $150 and frankly I feel that your company is stealing from customers when tickets are sold the same day knowing that if something happen you would quote the 24 hour policy. That policy is not valid on ticket purchases the same day and I will do everything in my power to shut your company down.

Me and my children were stranded because I did not have more money to purchase $150 worth of tickets again and frankly I am afraid to do business with your company because of the unethical practices. I did file a complaint with the [redacted] Attorney General and Revdex.com. I am contacting the local radio and television news station in order to put this company in the headlines of the stealing and robbery from customers.

Furthermore, I will be sending letters to the President of [redacted] and other black leaders in the community to put this out to the public.

Me and my children were hungry and afraid because I did not know how I was going to get home without any help from company after making the $150 purchase and missing the bus due to an emergency. The company should not sell tickets the same day of departure if knowing that your policy require a 24 hour notice; [redacted] HAPPENS and it did on my trip.

I am not willing to let the company steal my money, so I will do whatever is necessary to get my money back. My name is [redacted] and I live at [redacted] Please send me my money that you stole from me, I have two mouths to feed and can't afford to deal with your company.Desired Settlement: Please send a refund of the tickets as they were not used and by me making the purchase within hours of trip, I should have been informed of the 24 hour policy to change date. Furthermore, if a person is not able to make a change when purchasing tickets on the same day, then the company should not sell the tickets or allow a change if an emergency occurs, which sometimes is out of a person's control. The company should not be allowed to take people money without any resolution. My $150 is a lot of money to me and I can't afford to give it to a company.

Business

Response:

Client was refunded

Review: [redacted] res# [redacted] I made a reservation on 7/19/13 for 1:45am 7/20/13. I arrive at the supposely location at 12:15am [redacted] at 12:45am I called custermer service to confirm the correct location. the agent stated something simular to reclamation center. I walked across the street to look at the sign at and it said [redacted] I asked the agent was that it and she said yes, so stayed there and waited for the bus which never arrived. about 7am I called to re-schedule the reservation and was told that the conversation was reviewed and the agent stated [redacted] across from the parking lot. I could not discern the difference between recreation and reclamation this is the reason I walked across the street to look at the sign. I confirmed [redacted] and the agent said that is it, so I waited for the bus that never came. future research concludes that two sub bus station are on the [redacted] not within visibility of each other. when I called and requested a another reservation the man [redacted] lied didnt not state the actually facts of the conversation. im requesting a refund for current res #

[redacted]Desired Settlement: this is the second time I had a problem with this bus service. once I over slept and missed the bus and the company refused to comment even after emailing them. i've had no corperation with this service if your schedule is somehow interupted, they are not nice about refunds or rescheduling.

Business

Response:

Sent client an email requesting reservation number for further assistance.

Review: My wife and I traveled from Katy Texas on June 6, 2014. We got off in Baton Rouge LA. We put 2 suitcases underneath the buss. When we arrived we got 1 suitcase and the other one was misplaced. On Sunday I received a call from [redacted] from Sanantonio Lost and Found. He told me he has my suitcase. However, my wife and I are both totally blind and we cannot drive to Baton Rouge. [redacted] was willing to send the suitcase on a bus from Sanantonio but the times he mentioned were not convenient. They were 1:30 AM or 2:45 AM. My Reservation Number is [redacted]Desired Settlement: Since Megabus made the mistake, I feel that they should ship my suitcase to my home without charging me for their mistake.

Consumer

Response:

Complaint[redacted]

I am rejecting this response because: I still have not received my suitcase. Also the original tracking number [redacted] has been canceled by FedEx

Regards,

Consumer

Response:

Dear [redacted] Please close the following complaint #[redacted]. The suitcase has arrived at my home and is in my possession.

Thank you for your assistance. [redacted]

Review: I had a ticket to go from Atlanta to Nashville and when arrived at the stop there was only one bus there but it had a "NO SERVICE" sign on so I did not approach it or tried to board it, then when another bus arrived and I went to ask about mine they said the bus with a NO SERVICE sign was mine and it had left the station.

when I contacted the customer service I was informed I would have to pay an extra 5 dollars to get into another bus so I asked for a refund and they refused and never even asked for my reservation number.Desired Settlement: I only would like to get my money back for a trip I did not take

Business

Response:

we have offered the passenger a one way complimentary ticket

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I already emailed the business explaining that I would like a full refund instead as I am moving out of the country in 1 and a half weeks and wont be able to use their ticket.

Regards,

Business

Response:

The client's refund was processed on 09/29/15. Please allow 3-5 business days for this to process.

Review: I was unable to find information on contacting Megabus directly, so came here.

I took a bus from DC to NYC on 7/10/15, leaving at 10am and scheduled to arrive at 2:15pm. The bus driver began with a long speech filled with religious references that were completely inappropriate. The wifi did not work, even when I was the only passenger on the bus (and has never worked, and I feel this is flagrant false advertising). Halfway through the trip in NJ, the bus broke down and we were stranded at a rest stop for over an hour. On the replacement bus, not only did the wifi still not work, but the driver decided to blast the heat despite it being the middle of July. We did not arrive in NYC until nearly 6pm, causing me to miss the rehearsal dinner of the wedding I was in the city for. I understand bus travel carries risks of traffic and other delays, but I expect working transportation. This is the second time I have taken a Megabus and had it break down.Desired Settlement: Refund of $31.50 (transaction ID [redacted] and an apology.

Business

Response:

Megabus.com strives to provide you with the best possible service, and when you feel that it fails to meet your expectations, it is important for us to know. We apologize that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. I have forwarded your complaint to our Operations Manager who is responsible for investigating these types of issues. I can assure you that the appropriate measures will be taken to avoid a reoccurrence. Your patronage is important to us, and we hope you will continue to give us the opportunity to serve you again. Please allow 7-10 business days for an agent from the escalation department to contact you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The only response that the business has given me so far is to wait for further response. Please do not mark the complaint as resolved at this time.

Regards,

Business

Response:

The escalation department will contact you with a resolution once the investigation is complete since we have no information on this issue.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I continue to wait for an actual response, rather than nearly a month of being told to wait.

Regards,

Review: I booked two round trip bus tickets from [redacted] to [redacted]. However, because of the winter storm that just hit I am unable to travel an hour from [redacted] to catch my bus. According to their website, megabus has cancelled all morning bus routes in [redacted] however my bus is supposed to leave at 12:45 pm. I called customer service to ask for a refund and, after waiting over ten minutes with no indication of my wait time or how many callers ahead of me there were, they said all they could do was reschedule me another trip up until February. This was a day trip to [redacted] and I do not need a bus service any time in the near future. They didn't care about the fact that my car is snowed in under 10 inches of snow in my driveway and the roads where I live are nowhere near plowed yet, or more importantly the fact that ** is currently under a state of emergency. I would be risking my life if I attempted to drive an hour north to catch my train.Desired Settlement: I would like my full charge of $33.00 refunded back to me.

Business

Response:

Passenger was refunded

Review: I had a family emergency and called to cancell tickets. Customer service was rude and demanded medical documentation for an exchange of tickets. I believe this violates confidentiality. I didn't ask for a return of money. I simply asked for exchange for travel on another date. The return trip was within the 24 hour cancellation deadline but I am still being told about medical documentation. Reservation number is[redacted].Desired Settlement: I would like a credit for future travel and I would like this company to change it's policy on refunds/exchanges/cancellations of tickets. During emergencies nobody in their right mind is going to fax over medical documentation of a surgical procedure for a family member. Nobody in their right mind would blindly e-mail medical records to any [redacted] on the e-mail to look at. This is unacceptable and rude.

Business

Response:

Client is able to reschedule their trip.

Review: Where to begin? I had a trip scheduled on May 22, 2013 from Milwaukee to St. Louis, with a connection in Chicago. My first bus, from Milwaukee to Chicago, was scheduled to leave at 6:05 a.m. and arrive at around 8:15 a.m. My second bus, from Chicago to St. Louis was scheduled to leave at 8:40 a.m. As 6:05 rolls around, there's absolutely no sign of a bus arriving. It doesn't show up until about 9:15 a.m. During the waiting period of almost 3 hours, many calls were made by several different people trying to get answers and find out what's going on. At one point I talked to a customer service representative who said I would have to buy a ticket for a later bus to get to St. Louis since I would miss my original bus even though it was completely not my fault. Another lady I talked to eventually said I would be getting a full refund, and to this day I've only gotten the cheaper portion (the first trip) of the money back. I really needed to be in St. Louis by that night so I eventually figured I would need to buy a Greyhound ticket to get me there on time. When we leave Milwaukee, around 9:15 a.m. I asked the driver as I got on the bus what time she thought we would be making it in to Chicago to which she very rudely responded that she didn't know and that was the end of that. Long story short for this trip, I got to Chicago and had to buy a Greyhound ticket from Chicago to St. Louis for about 40 dollars or so. After my trip, when I'm back at home, I look in my bank account and realize that I only got the 12 or so dollars back out of the 50 or so that I was supposed to get. I call customer service once again and am told that they "REQUIRE YOU TO LEAVE AT LEAST 2 HOURS IN BETWEEN CONNECTIONS" etc etc. which I have never seen written ANYWHERE. However, even if I'd had two (or even three) hours between trips, I still would have missed my second bus, so I definitely still should have gotten a refund. It's been a few weeks since contacting them and no reply.Desired Settlement: I think it's only fair to get the rest of my money back since I was completely inconvenienced and had to pay out of pocket to get where I needed to be. I'll gladly talk to a reasonable Megabus representative (SOMEBODY HIGHER UP THAN SOMEBODY IN THEIR TERRIBLE CUSTOMER SERVICE DEPARTMENT) and work to get this settled.

Business

Response:

refunded Megabus ticket and asked for Greyhound receipt to refund

Review: I am in a wheel chair and these workers are rude. I was told by the driver the back door can't be opened once closed. I sent my caseworker up front to catch the bus, he called her out her name. The megabus worker put his hands on her. And disrespectful called her a man , an it, a thing.. Thats uncalled for. And the bus was still loading people. They said they didn't have time for tge wheelchair. I should have showed up earlier. I'm in a wheel chair, I can only move so fast. Every trip that I have booked with megabus has been ghetto.from workers to the ride.Desired Settlement: I will like a refund, this megabus is out of control over

Business

Response:

I have refunded the trip in question for $79.00 (see below) as a gesture of good will. Megabus passengers must arrive at the bus 15 minutes prior to departure, and for safety reasons once doors are closed they are prohibited from being reopened. 11-04-2015 10:30 EST





Reservation



[redacted]

[redacted] EST





Reservation



([redacted]

[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: Son had reservation with Megabus on January 24th for 2:00 pm. He was told at pickup site that it was cancelled. He left site to arrange other transportation. We received an email at 2:38 that it was delayed by 2 hours due to weather. He had made other arrangements for transportation. I was told by telephone operator we would receive a refund. Talked to an other operator a week later, said I would receive refund. I also emailed their inquiries line on the 24th and also 2 weeks later. No response, no refund. I received $26.00 refund for his return trip which was cancelled, but not the $31.00 to cover his departure trip from Mpls. to Madison. Terrible customer service.Desired Settlement: Refund and apology for terrible service.

Business

Response:

Client was already refunded on 2/25/2014

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Our son [redacted] took Megabus from Rochester to New York City on December 1st. [redacted] picked the wrong bag that was similar to his but left his luggage bag at Megabus. We had found the owner of the bag [redacted] took and traveled from new Haven, CT to NYC to return the bag to her since Megabus would not help but she had some medicine in the bag she needed urgently. She was not allowed to take [redacted] bag from Megabus. She told us that the Megabus driver said it was Megabus policy and he was taking it to Elizabeth NJ. We had called and emailed Megabus many timest to report the incident and request to be notified the process of obtain the bag back since Sunday, 12/1. It seems for every phone call they told us that they could not find previous record and promised to resubmit the request and asked us to wait for email from investigation which would take 5-7 days. Every email we got a standard reply to tell us that it would take 5 days. But now more than two weeks have passed and we did not hear any thing--like a rock into the sea without a ripple. We can not get another phone number to call, can not talk to supervisor or manager. [redacted] really needs the bag for the projects he is working to finish and would greatly appreciate that we get the bag returned as soon as possible. Here are some descriptions we submitted to Megabus to help locate the bag. The luggage is a grayish colored wheeled duffel bag, about 22-25 inches long. It has airline checked bag tag on the handle. Inside of it, there is a black draw string bag that has two Bibles in it: a Study Bible and a Chinese-English Bible. There are also a book called Mere Christianity, some Poland spring bottled water, a box of Lucky charms cereals and other snacks, and most importantly, an instrument for [redacted] research project. [redacted] can't finish my project without the instrument. Very frustrated. In case Megabus lost our submission, [redacted] Reservation Number is [redacted]ROC-NEW Thank you very much for your help.Desired Settlement: Contact us and return the bag. Or worst case, we can talk to someone and know the status and how to proceed.

Business

Response:

Client's complaint was sent to the lost and found department and a once the complaint is reviewed and investigated a representative will contact the client.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and will not pursue further. They said they could not find the bag and let us submit a claim. We could never understand the basic question: the driver had the bad to send to customer service but he never delivered it. Looked over website, probably no passenger ever got lost luggage back. I gave up here.

Thank you for your process and effort.

Regards,

Review: I have booked severa times with megabus never have I encoutered this. I had to cancel one of my reservations and no where did it disclose that I would lose my money if I did not make a new reservation. It did not tell either on the website where you cancel nor on my reservation that I made. I thought I had a credit and when I tried to book another trip I was looking for my credit and come to find out that I do not have one. I lost the $50.00 which for me as a working mom it's alot to lose out. I had no idea that I would lose the fair had I known that I would have booked with a made up fair to extend my time. All I want is to rebook a bus fair and and use what I already paid.Desired Settlement: I would like to rebook two tickets for the same value I paid. And I am willing to pay the difference if there is any.

Business

Response:

Client was already refunded on October 15, 2013.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

On 19 June, I opted to use the Megabus service in place of other available transporation and I would like to give you a detailed description of my experience.
My trip from Washing to Durham was scheduled to depart at 10:00 am on Friday 19 June. I received an email at 10:01 indicating that my bus would be "approximately 45 minutes behind schedule." I was slightly perturbed by the fact that I received the email only one minute after the bus was intended to leave. I figured that the driver or Megabus more largely would've known of the delay much earlier and could have informed the passengers.
The next encounter I had with Megabus will definitely go down as one of the worst customer service experiences I've seen.
Leaving Durham on time, we arrived in Richmond to drop some passengers off and pick others up. Once we were back on the road, but only a few minutes on the highway, the bus broke down (this is at approximately 6:45pm). Mind you, a bus full of passengers broke down on the highway and all passengers stood in a sliver of grass at the beginning of Exit 75 off of I-95. The temperature and humidity were excruciating.
Immediately we were told by the bus driver, who I believe to be as innocent in this scenario as possible, that there was a spare bus leaving Union Station in Washington to retrieve us. This meant that we would have to remain as-is for over 2 hours. To me, this seemed reasonable enough of a solution and, frankly, the only valid one other than chartering other buses, another option that was explored.
After about an hour and a half, the driver indicated the spare bus had just left DC.
At this point our arrival time has been shifted from 8:30 to 11:00 and now to 12:30am.
Throughout the experience, I phoned the customer service hotline. I spoke to two individuals about the scenario.
An initial problem with my customer service experience is that no one identified him or herself by name.
The first gentleman I spoke to was cordial and informative (8:52pm). After I indicated some worry about both the heat, lack of access to water, and the pending storm, he took my phone number and insisted he would return my call once he discovered more information. I never received a call from him. During this call he also suggested that a mechanic had been by the site and was unable to repair the bus. Later, I consulted the driver to confirm that a mechanic had, in fact, attempted to repair it. No mechanic had ever arrived.
Second, I called several hours later (11:49pm) when it felt as though information updates were coming at a much slower pace. I would refer to this as "getting the run around." I spoke with a woman this time. I expressed disappointment with the previous gentleman's lack of call, and reiterated my concern for safety. In discussion with me, the woman indicated, "We're doing the best we can do." Naturally, I wanted to explore the options that Megabus had taken but she refused to say anything else. Did Megabus call local churches and offer to rent vans? Did the company call other charter bus services? Were local city officials called to employ city or county buses? I was left in the dark on all these details. Eventually she indicated that to discuss any of this further, I'd need to speak to management. Conveniently, management was unavailable all evening.
So, after all of this back and forth, a bus finally arrives around 1:00am and there is late-night construction so we end up at Union Station at 4:00am. Because of the extended delay, I missed a full day of work.