Megabus.com

I planned a trip with megabus/worldpay and was expected to be at a certain place at a certain time.I arrived at the expectaed location 2 1/2 hours late. I'm in the process of considering relocation and missed a very important meeting and could have possibly missed an opportunity due to Megabus and its driver.I have been lied to about recieveing a refund. I was told that once a bus is 1 hour behind that a refund would automatically be funded and that it would take 3-5 business days to post to my account,then I was told if a bus is 2 hours behind then a refund would automatically be funded.I was told this by several employees and now I have been back and fourth with a specialist by email telling me that I am not granted a refund under their policy.This specialist that I am speaking with by email has not even attempted to offer anything but an apology (AN APOLOGY IS UNACCEPTABLE) in this case.I am very upset and Megabus and WORLDPAY does not sit well with me.They are quick to take your money but not return it, I have rode with megabus many times before and they have been late before by maybe 45 minutes or so and I haven't complained about it but 2 1/2 hours late is unacceptable.This company should RETRAIN ALL its employees to be truthful with the people who proviides them with business.If it weren't for people booking trips they wouldnt be employed the least they can do is BE HONEST.If you have any another means of transporatation please do that.

Review: I purchased a round trip ticket from mega bus to travel from the Washington DC Union Station stop to New York City on Oct. 11, 2013 at 8pm and return on Sunday the 15th. At the stop at 8:15pm I was informed by a mega bus employee that our bus was not coming. He said they would try to put us on the next bus if it had gas/ space and did not indicate when this would be. I waited a little while (maybe 10 min) then decided to leave. The next morning I called mega bus customer service to request a refund. I was informed that I would need to email any request for refunds. I have since been in email contact with mega bus and they say that the bus did come and that it was just late and they don't give refunds for late buses. This is most likely true however it was indicated to me that my bus was not coming so I feel I am still entitled to a refund. The reservation order number was [redacted]Desired Settlement: I would like to be refunded in full for the ticket to New York and back to DC

Business

Response:

Client was refunded.

Review: On Wednesday July 2nd I left DC to go to NY and I returned on Saturday July 5th on the Megabus. I was delayed twice with a combined delay of over an hr each way from DC to NY and back. The AC broke on both buses, and we had to wait for a different bus both times. Half of my money was refunded after trying to contact customer support on Twitter, but I was told the 2nd half didn't warrant a refund via Twitter after being ignored on their customer support for 3 days. I had 1 nice driver (who said compliments from riders warrant a bonus) and 3 jerks (guess these guys hate bonuses). They tossed everyone's luggage like garbage. Those 3 drivers were rude to passengers who inquired about delays, and even locked a passenger outside the bus while she did a head count because he was one minute late arriving back to the bus on an impromptu stop by the driver in Jersey. Additionally, the wifi does not work as advertised for passengers on all 4 buses. A 2.6 google rating explains everything, and after 3 negative experiences including a drunk passenger in 2007, I will never use this service again. The lack of professionalism, promptness, and advertised services should warrant improvement and attention. Thank you for your time.Desired Settlement: I expect a full refund and apology for the rudeness of the drivers and customer service.

Business

Response:

The complaint was sent to our escalation department for investigation. Once the investigation is complete a representative will contact the client.

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and I am in communication with the business thanks to your department. My most recent e-mail reads as follows. I am still seeking a full refund in regards to my experience with Megabus:

I have received half of my refund for my journey, and I made a case to customer service to have my whole trip refunded as we were delayed over an hour on our return trip because our bus broke down on that portion of the trip as well. We had no A/C on both journeys before bus switches. In addition, the wifi on the buses never worked, and I am well versed in technology, so it wasn't mine or my devices in error. The drivers and handlers were rude to myself and other customers going as far as locking the door during a head count and making that passenger wait outside and tossing bags into the compartment facetiously saying that they hoped nothing valuable was inside. I had only one positive experience with a driver that moved our seats because an unruly passenger wanted to fight my off duty police officer girlfriend because her bag touched the ladies foot. I know you are not responsible for the actions of others, but we were put on that bus with that passenger after our bus had broken down. Overall, my experience was a nightmare, and I have been using your buses since they started their DC to Knoxville routes in 2011. On top of all this, your social media (twitter/facebook) customer service has ignored me and I had to file a complaint with the Revdex.com just to get a response. I would appreciate a full refund and better buses in the future.

Regards,

Review: On the weekend of May 18th I was headed to Charlotte to go to my very own bridal shower, that I could not afford to miss. I purchased my tickets in advance and when I arrived downtown I did have my confirmation email to board the bus. So at that time I had to pay an additional 25.00 to board the bus. When I was in Charlotte I was able to get the Mega Bus company to locate my original purchase. Shortly there after when I arrived home I reviewed my bank statement and forwarded Mega Bus a copy so I could receive a refund. I was told via email (after I requested that someone give me a call) that because I did provide the correct email that I was not due a refund. Now, I am very frequent customer and was very disheartened when I received this information. I would also like to add that when I was at the terminal getting ready to board I called the company to verify my payment and the young l lady that I spoke was suppose to send me a confirmation for this trip but sent me a confirmation from a trip I took back in March. I was very upset [redacted], the person who was emailing me, informed me that I was not getting a refund because of an email error after she received proof that I was billed twice. My records will show that I am a very loyal customer to Mega Bus and a refund is more than fair especially since I still use their service.Desired Settlement: I would like a full refund of the 25.00 or a complimentary trip to Charlotte, NC (It is usually around 19.00). This is only fair and I would like this matter resolved as quickly as possible.

Business

Response:

Asked client for a copy of the reciept for the transaction made at the stop in order to receive further assistance with this matter.

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] I have already completed this action with Mega Bus directly. Thanks.

Review: On Thursday, August 7, 2014, I was scheduled on a Megabus ride from Orlando to Atlanta. Once we arrived, we were directed by a Megabus employee to park in the lot. We inquired as to whether we could park in the specific space and, after looking at our vehicle, the employee stated that as long as we had the permit placed in the window we would be ok. Despite the reassurance from the Megabus employee, we arrived to find that our vehicle had in fact been towed. However, this was not a unique occurrence, as there were several other passengers who had also been told they were in the correct spaces, with permits visible, that had also had their vehicles towed. Despite consulting several porters and drivers, we were told that this has never happened before and they had no idea what any of the growing crowd should do. Furthermore, one driver stated it was not his vehicle that was towed, so it was not of a concern to him, as he was just a bus driver. Slowly, the crowd grew, accompanied by numerous cab drivers who, apparently well aware that this occurs on a regular basis, continuously asked us if they could drive us to the impound lot. After locating the number for the towing company who had taken our vehicles, many of us consulted the Megabus website in order to contact customer service. However, the only means that was located to do so was via email and we were in desperate need of consulting a human representative. The following morning, we contacted Megabus prior to retrieving our vehicle on a phone number we were able to locate on an auxiliary site. However, I was told that the line was specifically for making reservations and no one dealt with complaints over the phone. When the employee was asked if we could speak with a supervisor, we were told there was no one to talk to, but she could get us scheduled for our next Megabus trip. With no other options open at that time, we went ahead and retrieved our vehicle from the impound for $245.Desired Settlement: I would like a refund of the $245 that I spent retrieving my car from the impound as I was told by Megabus that since I was parked in the right lot with a permit in my window that it would be ok and would not be towed. Additionally, I would like a refund of my Megabus ticket of $157.50 due to the poor customer service and lack of guidance, assistance and empathy by all encountered employees. There are further problems with this trip, but there is not enough room to include it in the "Problem" section; I can relay the further information or details in a new form or upon request.

Business

Response:

On August 14th a notation was made on the client's account they were sending the receipts for the tow fee. In order for us to assist with this matter we will need the receipts faxed to [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was never contacted by Megabus and told to forward the towing receipt to them, but I will do so as soon as I am able.

Regards,

Review: In keeping in line with their luggage weight limit, they weighed my duffle bag when boarding the bus. I believe there must be a problem with their scale, especially considering to the excess it claimed my bag weighed. The representative offered for me to toss some weight out but they were specifying too much weight. I had been on another bus line recently with the same bag and weight range, with no problem. There seems to be something wrong here. I was not permitted to board.Desired Settlement: I have contacted their customer service department via email as they specified and am still waiting to hear back a couple days later. I appreciate their pricing, but certainly have some practical suggestions for their customer service and delivery. Either way, I understand they have a no refund policy. At least, I would like a replacement ticket as soon as reasonably possible.

Business

Response:

Requested client's reservation number for better assistance.

Review: I bought round-trip tickets for $47. Order number is: [redacted]. I emailed Megabus 2 hours prior to my departure when an emergency came up and I could not take the trip: I needed to re-book my trip for another date. I realize the normal timeline to amend a trip is 24 hours, but I had a dire emergency. I received no email response. So today (2 days later), I called Megabus and received the answer "I cannot help you." Both emailing and calling Megabus didn't lead to anyone actually helping me; rather they proved to be unsatisfactory services during a time when I just needed a result and was already very distressed. This is the initial email I sent to Megabus: "Hi, I bought these tickets to travel, but I was just informed have to go to a gathering that is following a funeral for our cousin who passed away suddenly yesterday. please is there any way for me to re-schedule: cancel the ticket and get a credit to buy a different trip in thefuture? Sorry for the inconvenience and thank you,"Desired Settlement: Please credit $47 (how much I paid) back to my Megabus account so I can buy tickets for a different date please. Order number is: [redacted]

Business

Response:

Client was refunded already on 9/27/13

Review: I attempted to board Megabus in Chicago for a return trip to Iowa City at 11:15 PM on Sunday, June 9. When I tried to check my luggage, an employee, [redacted], told me that they would not take it. On my trip from Iowa City to Chicago, my luggage was fine, and not a word was said about it. However, [redacted] told me that he would not take it due to it being "freight" and not "luggage." The item in question is a guitar case. He then told me that it was too big, and refused to measure more than just the longest side, which he measured at 39 inches. He was incredibly rude and unhelpful.

When I double checked Megabus's luggage policy after I got home, it states nothing about "freight," and only says that the item should be no more than 62 inches (width + length + height), and 50 pounds. I measured my guitar case, and it is 40 x 15 x 5 (60 inches).

I was forced to walk around an unfamiliar city at midnight, and purchase a new ticket for the next morning without any guarantee of refund.

When I called customer service, they referred me to an e-mail address. When I asked to speak with a supervisor, I was hung up on.Desired Settlement: I expect the $30 for my original trip refunded, and an additional $100 to make up for the added travel, overnight stay, and inconvenience of delaying a medical appointment. An apology would be nice too.

Business

Response:

refunded

Review: On January 31 2014 I received a notice of trip cancellation from megabus.com for trip reservations made for 2/1/2014 and 2/3/2014 round trip from Grand Rapids, MI to Detroit, MI. The cancellation of the trip was performed by megabus.com due to inclement weather warnings. I was given an option to reschedule or receive a refund. I selected the refund option, because it was only a two-day trip. By selecting the refund option I assumed I would receive the entire trip cost of $40.50; I only received $20.00. I was informed on 2/1/2014 that a manual request was made for a refund of 20.50 in addition to the $20.00 refund that was automatically dispersed on 2/1/2014. I was also informed by four reps that the return trip would have to be manually submitted in order to receive the other $20.50 refund charged to my checking account. I was told it would take 5-10 business days to receive the refund. I have ben waiting since February 3, 2014 with no resolution. I even sent a form to the inquiries department as instructed on 2/2/2014 to request a complete refund. I was told today (2/17/2014) another request will be made to the "inquiries department" and must wait another 7-10 business days. I have been waiting since 2/3/2014. I have been refused a conversation with management and I feel like megabus.com has stolen my money for a reservation I could not salvage. I believe their claims policy is insufficient and unprofessional toward me, a paying customer.Desired Settlement: I would like to receive a full refund.

Business

Response:

Passenger was given the remaining of the refund on 2/20/2014. Total $40.00 was refunded.

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 purchased a ticket from Megabus to travel from [redacted] to [redacted] on Saturday April 11th at 6:15 pm.

About about 6:45 pm the bus driver pulled off onto the side of the highway and screamed that there was a fire and everybody had to get off the bus. This inspired panic among passengers and caused me to be trampled on while making my way down the steps. I then ran along the side of the highway along with about 100 other passengers.

As it turns out there was no fire, but the bus was broken down and we were to wait over 2 hours for a replacement bus to complete the trip. Because I was on a time constraint I was forced to take an Uber from the site of the breakdown back to my house so I could then drive up to [redacted].

I have tried to contact Megabus regarding this issue so that I could be given a refund for my ticket and for the price of my Uber ride back home. I have been hung up on by two customer service representatives and I have sent three emails to the company. No one has personally responded- all I have received is an automated email offering me a free one way ticket for my next trip.Desired Settlement: I would like to be refunded $27.50 for the Megabus ticket I purchased and $53.44 for the Uber ride I was forced to take because Megabus failed to get me to [redacted] in an acceptable, timely manner.

Business

Response:

We do apologize for the inconvenience. You are entitled to 1 One Way Complimentary Ticket. You have one calender year to redeem you One Way Ticket starting 4.20.15. When you are ready to redeem your ticket please contact our corporate office [redacted] and provide them with reservation number [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is not addressing my initial complaint. I will not be using mega bus in the future because of the horrific experience and I am demanding a full refund plus reimbursement for the Uber ride I was forced to take from the scene of their failed attempt to get me to [redacted].

Regards,

Business

Response:

You were refunded in the amount of $20.00. Our booking fees are non-refundable. Please allow 3-5 business days before the funds are available. In reference to the Uber ride please provide us with a receipt before we can consider you for compensation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am still waiting to be refunded for the Uber ride I was forced to take from the scene of the breakdown back to my house so I could then drive to [redacted]. I have attached my receipt in this response, as well as in two previous emails that Megabus never responded to.

Regards,

Business

Response:

We will issue you a check in the amount of $33.44 deducting the refund for $20.00. Please provide us with you information name, address, phone number, Etc... The sooner you provide the information we can get the check out to you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I paid $21.50 for the ticket that did not get me to [redacted]. I then paid $53.44 to get me back to my house so I could drive up to [redacted] myself. I want to be refunded the entire $74.94 because I paid for services that were not carried out. A refund of only $53.44 is not appropriate.

Regards,

Business

Response:

You were refunded in the amount of $20.00 due to our terms & conditions our fees are non-refundable. This is the only compensation we will be able to offer. We can issue you a check in the amount of $33.44 deducting the refund for $20.00. Please provide us with you information name, address, phone number, Etc... The sooner you provide the information we can get the check out to you.

Review: I purchased a ticket to return home from having a death in my family (my uncle). The ticket was purchased to return home on Tuesday 9/3 @ 1 am from Durham, NC to Washington, DC; however due to circumstances that arose, I missed the bus due to my friend having car trouble. I contacted Mega Bus customer service on Tuesday @ 11:29 am and the young lady who answered the phone started out with a bad attitude. She didn't attempt to assist me and when I asked for a manager, she placed me on a very brief hold then said her manager wouldn't be able to come to the phone because when I purchased my ticket, I couldn't be refunded but I didn't want a refund - I simply wanted to be able to get the ticket exchanged. I'd even told her I was stranded but it was like she didn't even care. She even said it was nothing more she could do and had to hang up so she can assist other customers and I told her I am a customer. I even told her that her treatment was unacceptable and unprofessional and when asked to speak to a manager again, she hung up the phone. I felt that this was totally unfair to me because this is my money and I've made several purchases with Mega Bus in the past; however, I will never make another purchase again due to their poor customer service.Desired Settlement: I would like a refund at this point because now I am having to purchase another ticket but through [redacted] to get home which is going to cost me more money. If I'm unable to get a refund, I'm willing to take a credit but I can't afford to just give Mega Bus $41.25.

Business

Response:

Asked the client for the reservation number for the trip she is referring too in order for us to better assist her.

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 booked a ticket from Dallas, Texas to Chicago, Illinois on Megabus two hours before it left on February 1, 2015. When the bus showed up, the bus driver said that the trip had been cancelled all day. The bus driver did not let me, or other passengers headed to Chicago on the bus. It was dangerously cold in Dallas, and I had no business being there. Megabus refunded other passengers and put them on the next bus. According to a customer service representative, Megabus put some passengers in hotels while they waited for the next available bus. For me, however, Megabus, only rescheduled me for the next available bus 24 hours later and left me homeless, in danger for 24 hours.Desired Settlement: The very least Mega bus could do is refund me the $80.50. Megabus should really give me that and hotel costs for a night.

Business

Response:

Refunded

Review: To whom this may concern,

I have traveled many times with MegaBus service and have been more than happy on my previous travels. This time I am more than angry but livid to say the least. The new drop off location for Cincinnati Oho, is unruly and absurd. The drop off location at [redacted] is vacant, there is no nearby entities to establish safety measures (if needed), and is unsafe for both children and parents.

I myself, as I have done in the past, have decided to travel with two young children. This location has made it unsafe for traveling with your service. The organization will be placing me and my young children in harms way and we will be isolated while being in this remote area. I am demanding that this trip be cancelled and a refund be given, unless given a safer place for a drop off location.

When contacting your service representative, I asked if we could wait on the bus for the 2 hours while we wait to depart. The agent only responded this is a drop off location. I am asking not only that your company take better measures in considering the safety of your passengers but also show a little courtesy for its passengers when establishing drop off locations. This is a demand that needs to be morally evaluated and changed today.Desired Settlement: I am asking not only that your company take better measures in considering the safety of your passengers but also show a little courtesy for its passengers when establishing drop off locations. I would like to request that either the passengers be allowed to wait on the bus for the 2 hour delay or be given a refund due to the unsafe conditions set forth.

Business

Response:

We do apologize for the inconvenience with our bus stop change. The complaint was sent to the proper department who are responsible for reviewing bus stop complaints.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Good afternoon,

Review: I purchased a ticket online with Mega bus because I had heard that it was an inexpensive and comfortable way to travel. Upon my arrival, the attendant was extremely rude; there was no power on the bus, and the seats where nasty and uncomfortable. Due to the trip information, I purchased the ticket, expecting one stop in Memphis. Nowhere on the site did it mention going through Alabama, and Mississippi to end up in Tennessee! I was extremely bamboozled by your site and I believe this is false advertisement. Also, nowhere on the purchase screen does it mention that passengers will be dropped off in the middle of a street to have a FOUR HOUR LAY OVER AT 11:00PM!!! How unsafe is that for a single lady traveling alone!!! I would like a refund in the amount of $62.25 returned to me as soon as possible and I will also be forwarding this complaint to the Revdex.com! My reservation summary for the order is: [redacted] Also, the website advertises power will be provided and it was not! "On megabus.com operated trips the motorcoaches are equipped with on board restrooms, power outlets, and free WiFi."Desired Settlement: Refund in the amount of $62.25.

Business

Response:

Please accept our apologies for the inconvenience you experienced with our service. Upon purchasing a reservation on our website it tells you when you are choosing your trip when you click the "view" option under schedule. Also, as per our terms and conditions Megabus.com operates motorcoaches equipped with on board restrooms, power outlets, and free WiFi. Rest stops will be provided on our longer trips. Megabus will make a reasonable effort to provide Wi-Fi services free of charge to every passenger. If the Wi-Fi service is unavailable no refund will be issued.Please note that at times of peak demand or for operational reasons megabus.com may need to substitute a replacement vehicle which may not have all regular amenities. Therefore, we are unable to honor your request for a refund however we are willing to offer you a one way complimentary ticket for future travel. To redeem this ticket please call ###-###-####, and provide the representative with your name and e-mail address and they will happily issue you the ticket. Please be advised this voucher will be valid for up until one year from today’s date.

Review: I purchased a ticket from [redacted] to ** on August 2, 2013 that was due to depart at 10:10 pm. I purchased this ticket knowing the bus would arrive at 2:25 am. Total trip time posted on their web site was 4 hrs 15 min. The Metro system in ** closed at 3 am so I would have had time to get the last train to reach my car. The bus left [redacted] at approximately 11:22 am (approximately 1 hour and 10 minutes late) and arrived in ** at nearly 4 am (approximately 1 hour and 20 minutes late). I sent a complaint to the company on August 4, 2013 and received a response today, August 13, 2013 indicating that according to the bus' GPS it arrived in ** at 2:43 am and that they could not compensate me for the extra expense I incurred. I confirmed with my phone records that this is not true as I called my husband as soon as I arrived in front of [redacted] at 4:12 am (having walked from the bus drop off to where taxis were picking up passengers). The total trip time was approximately 4 hrs and 25 minutes. It does not add up that according to the company, the bus only arrived 18 minutes late when it left 1 hour and 10 minutes late. Mind you that the driver made an unscheduled stop at a rest area for 5-7 minutes to deal with a problem in the bathroom. I believe the company falsified the arrival information to avoid having to reimburse/compensate passengers. The timing they claim does not add up, especially when you compare it to when the bus actually left and how long they advertised that the trip would take. The customer service was regrettable and their insinuation that I am incorrect about the time I arrived and departed is disrespectful. I arrived at the [redacted] terminal at 8:30 pm hoping to find a seat on an earlier bus. Every bus that was to depart - from 8:40 pm, 9:10 pm and 10:10 pm left an hour or more late but the company insists on quoting me times that parking brakes were released, allegedly indicating that none of those buses left more than 20 minutes late.Desired Settlement: The cost of the taxi I had to take because public transportation was no longer available, $52.95.

Business

Response:

We requested a copy of the receipt for the taxi fare in order to reimburse client. Awaiting the requested documentation.

Review: The bus was scheduled to leave at 2:30 PM on 12/21/13. I arrived at the bus stop PROMPTLY. When I arrived at the stop nobody was there aside for a woman who was waiting for a bus to Boston and said that she had been there for about 5 minutes and had not seen a bus. I proceeded to wait 5-10 minutes, but after no bus arrived I then called the Megabus Help Line to locate my bus. I initially spoke with a woman named [redacted] who insisted that she was unable to see a status on the 2:30 bus from Hartford to NYC, but she assured me that she would have an update for me if the bus already showed up and left. She said that the bus had not been at the stop yet and instructed me to wait at the stop and call again in thirty minutes if the bus still had not shown up. I did just that.

In the meanwhile, the 3:05 bus that was headed to Boston showed up. The bus driver got off the bus and asked me where I was headed. I told him that I was headed to NYC and that I already called the Megabus Help Line and they were not able to give me an update. He flipped open his phone and gave me the local dispatcher’s number: [redacted]. The dispatcher picked up immediately and instructed me that the bus REPORTED leaving the station at 2:30. How could this be the case if I was there at 2:30? This includes the woman at the bus stop and she did not see anything. Interestingly enough I noticed that the bus driver headed to Boston was supposed to leave at 3:05 and he pulled out at 3:01 (right as two women pulled up in a cab beeping the horn for him to wait), which was evidence that if one driver does it then it is possible that another would do it.

I proceeded to call the Help Line back and spoke to a woman named [redacted]. I told her about my instructions to call back in 30 mins and she said that she did not have any updates for me. I then told her about my experience with the local dispatcher and she was in disbelief that I would have access to information that she did not. She insisted on me providing her with that number, but when I gave it to her she said that she could not do anything with it since they were strictly an inbound Contact Center. I asked to speak with a supervisor. She said nobody else was available to speak with me. I was at a dead end with no certain answers from anyone. She told me to call back in thirty minutes, but urged me to wait at the stop still. I DID and spoke to a woman named [redacted]. [redacted] had no updates for me and told me that if I waited at the stop for 2 hours and no bus came that I would be entitled to a refund. She was certain that the bus had not already been there. I waited an additional 15 minutes or so and called back and reached the first representative that I spoke with, [redacted]. She had already forgotten about my situation and when I informed of the scenario that I was still in she insisted that I continue to wait since there was no word that the bus had left Hartford already. After told her that I spoke with a local dispatcher she said that she can’t verify that report so I should continue to wait. She rushed me off the phone and also told me that no supervisor was available to speak to me.

I waited at the stop for nearly two hours with no certain answers one way or the other. I understand you have a no refund policy, but that should not pertain to:

-buses that leave early

-Representatives that urge you to wait at the stop even though they cannot definitively say that the bus has or has not already been thereDesired Settlement: Reimbursement for my ticket

Business

Response:

Passenger was refunded

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This email is in regards to Complaint ID[redacted]

related to a transaction with Megabus.

Megasbus did reach out to me and assure me that I would be refunded within 5-7 days, but I still have not been refunded and the 5-7 days window has been well exceeded by now. I have reached out to Megabus via email and have not received a response. This complaint should not be classified as closed yet because it has not been resolved. Please advise.

Regards, [redacted]

Regards,

Business

Response:

Client will be contacted by phone to discuss the refund.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The business assured me that I would be refunded and I have not received the refund, although the window that they said the refund would post has passed weeks ago. I have since emailed the business twice and have not gotten a response.

Regards,

Review: I made a purchase early in the day for a bus ticket from Jacksonville Florida to Atlanta Georgia and with the bus have never showed up to the assigned location it was supposed to be in at the location was Forsyth Street by the convention center. they said that of course within 2 hours to be able to give us a refund after the bus has not shown up of course in 2 hours we have not seen it but they've had lied and said that the bus showed up on time with it did not show up on time with quickly did I get any type of refund nor an accomodation foranother bus that should be within the next day. the nutshell what they have committed with larceny which is wrongful.appropriation and stealing from their customers which is not to happened at all.Desired Settlement: to get a refund. in addition I would like a reprimand to the company operating this particular service this is supposed to be a service that is fairly new since 2006 and of course according to what I've seen so far its pretty much place me in a disarray of wanting to do business with these people as well as influence others not to do business with them especially if they are stealing from their customers

Business

Response:

Client was refunded.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have just

checked my account wwith on where the purchase was withdrawn from and the only thing showing in regards is the transaction of the purchase. I have not received any refund nor confirmation of a refund from the business. Therefore the response is a false response to me.

Regards,

Business

Response:

The refund was processed on November 6, 2013 and the amount was credited back to the account on November 11, 2013.

Consumer

Response:

I received the credit as indicated from the business. Thank you.

By way of background, I have traveled roundtrip to Cincinnati from Cleveland on Megabus several times over the past few years. Each time the trip was enjoyable, relaxing, and a very positive experience. All that changed yesterday on my return trip.
I traveled yesterday, April 19, 2015 from Cincinnati to Cleveland on the 6:00pm departure. What a horrible bus ride!!!!
We departed Cincinnati about 6:30pm, about 30 minutes late. I understand issues come up, traffic, accidents, refill of fuel, etc. that can delay a trip. While departing late was not ideal, I accepted it.
My issue comes with the driver. The trip from Cincinnati to Cleveland usually takes 4.5-5 hours, with a single stop in Columbus to pick up passengers. After making the Columbus stop we drove another 15-20 minutes before the driver stopped at a gas station where he said "we're gonna be here for a while, so you may want to get a coke and a bite to eat." It was a 30+ minute break that was not needed nor scheduled.
As bad as that was, the drive got worse. He decided to pull off in Medina, Oh (about 45 minutes south of Cleveland) to fill up on gas. After he got off Interstate 71 in Medina, he changed his mind, and got back on I-71. Not sure why he changed his mind, but the detour was unnecessary.
15 minutes later, he got off at state route 82 in Strongsville to get more gas. He pulled into a BP station, but then changed his mind and went to a Sheets deep in Strongsville, almost in Olmsted Falls! This gas detour added at least 25-30 minutes to the trip; again, totally unnecessary, especially after stopping 30 minutes just an hour earlier where he had plenty of time/opportunity to fill up then.
Once we got back on I-71 for the final leg of the trip (about 30 minutes to downtown Cleveland), he decided to take a detour over to I-77 and take that route into Cleveland instead! This round-about-way added another 20-30 minutes to the trip,,, absolutely unnecessary!!!!
Nearly everyone else on the bus was getting equally upset. Some had been on the bus all day, starting their day in Atlanta. These passengers were held hostage by a callous an uncaring driver who, for whatever reason, acted in a bizarre fashion with little or no care or compassion for his customers.
This trip should have been easy, simple, and enjoyable. I anticipated arriving to Cleveland shortly before 11pm; instead, I didn't get to the bus terminal until 12:15am.

Review: Ordered a ticket for a bus that never showed and and when I tried to contact customer services they could not see the available time for my bus kept saying call back or we don't see that time even though I had a reservation number. Then they said it left early and they would book me for a later bus that never came. When I asked for my money back I was told they don't do refund and I was hung up on.Desired Settlement: That I receive my money because I don't plan on using their service in the future.

Business

Response:

Please be advised we would need the reservation number or email address used to purchase the tickets in order to further look into this matter. Also, if the customer could provide the phone number used to call our customer service line so we can listen to the call.

Review: I made a purchase of a bus ticket. Due to weather it was cancelled. I then rebooked the ticket but was unable to travel. The website states I can travel as long as I schedule the trip 24hrs in advance when I called the young lady was unable and unwilling to help me. She told me I have to buy another ticket. So the question is, Megabus gets to keep my money and not let me exchange the ticket for later travel? Reservation number [redacted]Desired Settlement: I would like a refunf. My previous complaint was not resolved but slosed. complaint [redacted] I did not recive any notice on have any correspondences with the company.

Business

Response:

Reservations can be Traded In up to 24 hours before your scheduled departure. If you fail to trade in your ticket up to 24 hours before your scheduled departure you forfeit your ticket. Your ticket will no longer be valid and you would have to purchase another ticket.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I read your response and it's not clear. I tried to reschedule and was told that I couldn't because it was not the original travel day. The issue I have is you are not following common practice. If a million people brought tickets and couldn't travel and are not allowed an exchange or refund then megabus would have a million extra dollars with no service provided. I would like to be made whole even if I had to pay a change fee. If a ticket was brought in March of 2014 and travel was not completed is it fair megabus gets to keep the money if the costumer wants to travel at a later date? Fair practice is not being done at megabus. [redacted] allows an exchange with fee. I would rater pay an exchange fee than let my money go down the drain. Also, the policy is not clear and your response confirms that. 24 hours from when? The response is not what you practice

Regards,