Megabus.com

Review: During a family vacation, I made arrangements for my 18-year-old step-son to take Megabus south to join us after his work week. The issue began in Chicago when he was scheduled to depart at 9am and the bus didn't leave until 10am. The bus was to take him to Nashville, TN, where he would catch a connection on a different bus line to Knoxville, where we would pick him up. When I called customer service, once I realized he wouldn't make his connection, I was told that the bus had to be more than 2 hours late, and the trip had to be completed, before they could issue a refund. He was scheduled to arrive in Nashville at 6:40pm, but the bus didn't arrive until 9:50pm. My family had to make a 6 hour drive to Nashville to pick him up since he couldn't make his connection. When I contacted Megabus after returning home from the trip, I was told in the autoreply that it would take 5 days to get a response. I sent in the request for a full refund (since the bus was more than 3 hours late) on July 7th. They didn't respond until July 21 with the following offer: "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. Unfortunately this trip does not warrant a refend. As an apology we would like to offer you a 1 one way complimentary ticket to be used for future travel. When you are ready to travel please call ###-###-#### and provide the representative with your order number [redacted] and they will book the ticket for you. You have 1 year from today's date to have this ticket booked for you." Understandably, I have no intention of riding with them again. I just want a full refund for the trip purchase ($60.50).Desired Settlement: All I ask is that they refund me for the tickets I purchased, since the service was so far off schedule.

Business

Response:

Please be advised our service did arrive an hour and 47 minutes behind schedule. Unfortunately, we are only able to offer a one way complimentary ticket for future travel. In our terms and conditions we recommend passengers leave at leave 2 hours in between connection and in this case the client left less than an hour. I have provided the information in our terms and conditions below.

megabus.com offers approved connections and will guarantee customer’s travel to their final destinations. These approved connections are available for sale on the megabus.com website and will only require one search and one reservation for travel. megabus.com does not guarantee connections non-approved routes reservations where multiple reservations are needed to travel to the final destination. If passengers decide to make a non-approved connection, then we require that you allow two hours in between trips to account for any delays that may be experienced.

Consumer

Response:

Review: 10144602

I am rejecting this response because:

The bus was scheduled to arrive at 6:40 pm and didn't arrive until 9:50 pm. That's far more than 45 minutes, and more than 2 hours. I have my itinerary with the scheduled arrival time on it, as well as the text message I received from my step-son (and all interactions while he was en route) from when he arrived (including the arrival time). This seems more like MegaBus is trying to make out the customers to be liars. I have no fear saying that and I would like others to see that response as well.

Regards,

Business

Response:

As mentioned in the previous response the service arrived 1 hour and 47 minutes delayed due to traffic and in our terms and conditions it also states megabus.com is not responsible for delays or cancellations caused by traffic or road conditions, weather or other causes over which it has no control. The bus departed 1 hour and 9 minutes delayed from Chicago which is the reason the client was offered a one way complimentary ticket and unfortunately we are unable to offer a refund.

Review: My two friends and I recently took our first trip with Megabus and had an awful experience. The way there was unenjoyable and disappointing in certain ways and the way back was just awful. On the way there we were surprised at how disorganized the entire boarding system is and how all trips seemed to be delayed in their departure time. Once finally aboard the bus for our overnight ride from [redacted] to [redacted] we were hoping to catch some shuteye but that proved difficult to do because the air was so high we were freezing, even with pants, a sweater, and a blanket. And when the drivers switched halfway through the ride, the second driver played the music quite loudly. I found it quite disturbing and I was wearing ear plugs.

When we made it to [redacted] we just decided to suck up the poor ride there and enjoy our vacation time which we did until our ride home. We made our first stop in [redacted] where we would be for approximately 20 minutes. We arrived somewhere around 1 or 2 in the morning I believe. At the stop, our driver exited the bus but left the bright lights on and the doors open. Within seconds mosquitos SWARMED the bus and needless to say the passengers were attacked, my friends and I included. When finally arriving home my friends and I were covered in bites. I personally had over 3 dozen bites (perhaps even more than forty but I stopped counting) including bites on my face. I believe my friend had around 60. Again, needless to say, we were miserable and uncomfortable for days and days to follow.

I had to cancel everything on my schedule for the next 3 days as I was in an extreme amount of discomfort and even at one point was feverish. I tried every remedy and nothing provided relief and I spent money purchasing products that I though could help. This trip was almost 3 weeks ago and I still have marks on my body from the bites. In addition to the marks, one of the bites was unfortunately on one of my tattoos and now that particular tattoo is faded.Desired Settlement: I believe the right and fair outcome in this situation is for Megabus to issue a full refund for our trip. We paid a decent amount of money, especially comparted to other Megabus riders and have now spent a significant amount of money more trying to find comfort from all the bites we received. I have contacted Megabus customer service but all I get our automated emails responses telling me I should get a response in about 5 days. Then when I call they tell me 7-10 business days and that no one on the phone can help me because it's a call center. I did speak with a supervisor at the call center and all she could do was send another email and mark it urgent. I just want to get this issue resolved and move on and I truly believe the fairest resolution is to issue a full refund for all three tickets my friends and I purchased.

Business

Response:

Client was refunded.

Review: I made reservations for a trip for July 28th to go from [redacted] at 11:15p. I provided the driver with my reservation # and was advised that my reservation must have been cancelled. There was a Megabus attendant, [redacted] that I was advised to speak with. [redacted] recoginzed me as a frequent customer, and called [redacted] to look up the reservation. [redacted] stated that he did not see a reservation under my email address [redacted]. I was advised to contact customer service the following day. I called customer service to advise them of the issue and request reservation to get to [redacted]. I was told that I would have to purchase another ticket. I requested a refund for my previous ticket and this the response that I received via email from customer service: [redacted] I do sincerely apologize for the inconvenience, but passengers are required to present a valid reservation number, provided at the time of purchase, when boarding Megabus.com services. Thank you for contacting Megabus, your patronage is important to us. Sincerely, [redacted] Megabus Customer Service. This is outrageous!!!!!Desired Settlement: I am extremely disappointed in the service that I have received. I have travelled with MegaBus at least once a month for the last year on the [redacted] route. Until now, I have has a wonderful experience with Megabus and felt as a valued customer by the staff. The driver was extremely rude as he threatened to call the police if I didnt leave the bus. This has never happened to me and I hope that it never happens to anyone again!! I understand that in order to cut cost Megabus does not offer 24 hr customer service although the buses operate 24hrs a day. They should have an after regular business hours emergency line or something to minimize the inconvenience of minor errors. This error caused me to be stranded, miss work on Monday morning and find alternate travel plans.

Business

Response:

Client was refunded

Review: We purchased two roundtrip Megabus tickets from Burlington, VT to NYC. The Bus drove right by us on January 4, 2014. I first complained to Megabus via [email protected], which were their instructions, on January 6th. It is now April 22, almost five months later and they responded with general emails for this long. When I received another generalized email today, it really upset me. I mean it was only $140.50 but it's just the principle of them not getting back to me for almost FIVE MONTHS!!! When I called customer service, the one advertised on their web site, today they told me that they couldn't help me -- literally their words -- and then I had to call another number. [redacted] When I spoke with the customer service representative on that line, I told her everything that had been going on, the "form" emails that I had been receiving and my unresolved issue and my unreturned funds of $140.50 for the bus driving right by us. She said she couldn't help me either and when I asked to speak to a supervisor, she said they don't take calls "from the floor". She finally offered to take my number and have someone call me ... stating that someone "might call me back". When I said "might" call me back? She said "I don't want to tell you something that might not happen." I told her my experience with Megabus is the worse customer service experience I have ever received. Finally, someone called me back. The woman that called me told me that in fact the bus had shown up, that it wasn't a Megabus bus, that it was a Dattco bus and that it said in my reservation instructions that they may use another bus. She said there were 47 other passengers on the bus, I said I'm telling you, the bus drove right by us. She told me I was wrong and that she would not be refunding any money to me. My husband and I waited at the bus stop where the instructions on the reservation told us to wait and we saw a Megabus drive right by us. We waited for half an hour in -15 degree weather.Desired Settlement: I want my money back! $140.50. So if the bus wasn't found on GPS how is this woman that called me back telling me that there were other people on the bus. I really think she flat out lied to me!!!! This is one of the emails they sent to me:

This complaint is regarding: pax request for a refund due to waiting 30

minutes and no bus therefore decided to drive. however in gps it lists the

bus # but bus # not found.

Reservation/Order Number[redacted] Details: n/a

Resolution

No Resolution: x

Transaction Confirmation

Please retain for your records

Thank you

Your transaction has been processed by WorldPay, on behalf of Coach USA Inc.

Transaction details:

Transaction for the value of: USD 140.50

Description: Travel Tickets

From: Coach USA Inc

Merchant's cart ID: [redacted] Authorisation Date/Time: 26/Dec/2013 19:42:51

WorldPay's transa

Business

Response:

Client was offered a refund and a round trip complimentary ticket for future travel due to the inconvenience experienced with our company.

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 took a trip with Megabus with which I was extremely disappointed.

The trip which I am referencing is the one that departed January 7th, from Orlando, FL at 1:00pm and was scheduled to arrive in Gainesville, FL at 2:30pm. The order number I received for it is AB7IQJA, and the reservation number is [redacted].

The driver had no idea where she was going. She first started out going west on I-4, when our destination was east. A passenger on the bus approached her to inform her of this mistake, and how to rectify it. The driver turned around, began going eastbound, and then after getting onto the FL-408, she exited the highway extremely early. Again, the same passenger walked to her and told her that she was supposed to proceed on the 408 in order to get to the FL Turnpike. At this point, the passenger just sat in the seat behind her and gave her directions until she was well on her way on I-75.

The bus did not arrive in Gainesville until 4:40pm, over 1.5 hours after it was scheduled to, due to these amateur and simply unacceptable mistakes. Not only did these proceedings cost time, but confidence--of myself and all the other passengers--in Megabus.

After calling the company at [redacted] to submit a service complaint, I was told that complaints should be sent to inquire[redacted]

Starting January 8th, 2014, I sent four emails with the above message verbatim, ending with "I would very much appreciate a response soon as possible well as a full refund for this trip." Their automated email system responded saying "current response time is approximately 5 days." I did not hear back from anybody till February 5th- at which time a representative told me "we are not able to offer

any compensation for this trip."Desired Settlement: Full refund for the cost of the trip

Business

Response:

After reviewing the client's account we see the client was already assisted and was given a complimentary trip for future travel.

Consumer

Response:

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 to ride the Megabus going to [redacted], IL from [redacted], TN, on Thursday night, October 3, 2013, reservation [redacted] The Megabus pride themselves on being on schedule when you are traveling on their bus service. The departual of the bus was scheduled to pick up passengers at 11:15 pm to arrive in [redacted] IL at 9:00 am. The bus did not arrive until 1:00 am. I called Megabus customer service at 11:45 p.m and was told that the bus was 45 minutes late which was not true. Customer service closes at 12:00 standard time, so there was no more communication with the Megabus to inquire why the bus was delayed. I was traveling to [redacted], IL for an important appointment scheduled at 10:00 am. The Megabus did not arrived at the Canal Street desination in [redacted] until 10:45 am, making me miss my appointment. Then on Sunday, October 6, 2013, reservation # [redacted], when I arrived at the desination at Canal Street to board bus, the young man look at my ticket and ask if I was going to [redacted] or [redacted] and I told him [redacted], he stated ok because they separate the luggage because the [redacted] is first and the luggage was placed on the left side of the luggage compartment and the [redacted] luggage is placed on the right hand side of the luggage compartment. When the bus arrived in [redacted] at 11:50 am, the luggage was taken off bus. I noticed that a young man had a luggage similar to my luggage walking away from the bus, I got off bus and asked the young man unloading luggage, "You did only unload the [redacted] luggage and he stated yes mame, I stated ok because that young must have a suitcase similar to mine. When the Megabus arrived in [redacted], TN at 5:20 pm and the driver unload the lugguage my lugguage had been given to someone in [redacted] and I have their luggage. I immediately called the customer service and was told that it will take 5 to 7 days before I hear from someone .Desired Settlement: I want a full refund of my ticket price and I also want my luggage back or some compensation of value of the items in my luggage.

Business

Response:

Client was already given a one way complimentary ticket for future travel on 10/10/13 and the client was given the contact information for the other client who has her luggage so an arrangement can be made.

Consumer

Response:

Review: 9[redacted]

I am rejecting this response because: Megabus gave me the complimentary one way trip because I was late arriving in [redacted] on Friday, October 4, 2014, but they did nothing to justify my luggage being taken off the bus in [redacted] other than giving the passenger in [redacted] my number and her number to me so that we could make arrangements amongs each other to get our suitcases back. We had to make the accommendations and bare the expense of getting our suitcases back, and this was clearly not Ms. [redacted] nor my fault, their policy is outrageous for the consumer's distress.

Regards,

Business

Response:

Client was refunded for the bus fare and we are reimbursing the amount that was paid to exchange the luggages.

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: Megabus is practicing deceptive and false advertisement by saying they provide WiFi on their charters, when clearly they do not. On my recent trip the drivers from both Chicago to Kansas City and on the return had stated that "sometimes the WiFi works and sometimes it doesn't" with a sarcastic "Sorry" It's my understanding this is not a recent issue and happens more times than not. It is a common acceptable practice by the company. Not only did I miss out on valuable time to do research for my essays for school but I wasn't able to take the mandatory online quizzes and exams that were due, which dropped my grades from "A's" to "F's". There's no acceptable reason why their fleet should be without the adequate working service they claim to provide. It's very disingenuous and deceiving leaving others to think that they will have wifi only to find out when they are actually on the bus and departing from their station and that's not the case.Desired Settlement: I can't put a price on the amount of work and the major setbacks their lack of service has cost me, but it wa.sn't cheep. If there were to be a resolution I would have to say comped bus rides that have wifi because they aren't going to give me any coins. It's the least they owe me.

Business

Response:

Offered client a one way complimentary ticket for future travel.

Review: I made a reservation and on the same day I tried to move the reservation to the next day. Do to a problem that came up and all the reps. kept doing is hanging up on me and not putting a manager on the phone to resolve the issue.Desired Settlement: give me another trip for my inconvence

Business

Response:

Please provide me with the phone number you called from (your number) in order for me to research the call and better assist you.

Review: Issue: Paid in full ahead of time for ticket on a bus scheduled to leave at 2:00 am ET May 10. 2014.

We arrived downtown at 1:30 am, saw the bus pulling up. We went and parked our car and came back to bus docking and it had already left, at least 15 mins prior to departure time. This is unacceptable. We paid for a service, was not afforded the opportunity to use that service and are requesting a full refund.

I'd like to start off by noting this has been one of the worst customer service experience I've ever encountered.

Three phone calls and two emails later and I've yet to hear any response other than, "Send another email"......and "we can't verify the bus left early."Desired Settlement: We desire a full refund of $63.75 for services NOT rendered.

Business

Response:

An email was sent to the client requesting the reservation number for the trip in order for us to better assist with this matter.

Review: Megabus has a strict 24-hour window after which one is no longer allowed to change his or her reservations. At 7pm, 24hours and 10 minutes before my scheduled departure, I attempted to change my reservation online but through some glitch was locked out of the system. I tried refreshing, opening a new window, even turning off my computer and restarting it. Nothing worked. I had now missed my 24 hour window. I called Megabus at 8:41pm and was told there was nothing that could be done for the first leg of my journey, but that I could still change my second reservation, however I was still locked out of the system. The next night, I called Megabus to address the issue. I was able to speak with a supervisor who told me to email their web service for assistance. I emailed Megabus, explaining how a glitch with their system prevented me from changing my reservation. The response I received did not acknowledge the error in their system, but informed me that since it was outside the 24 hour window, my ability to change my reservation was forfeit. I subsequently tried calling customer service twice, but neither representative would put me in touch with a supervisor and after three iterations of my request, I was told that the representative would be disconnecting the call to assist other callers. I have emailed Megabus twice now and have tried calling their customer service line again. Still no response.Desired Settlement: Given the trouble I've had with their representatives at this point in time I would just like a refund for the cost of my original ticket. I would have been happy with the ability to change my reservation to a different date, but after the horrific customer service I have received, I am no longer inclined to do business with their operations.

Business

Response:

Requested the client's reservation number in order for us to better assist the client.

Review: I booked two Megabus tickets for my wife and I to travel from [redacted] to [redacted]. The original booked departure was 8pm on Sunday September 1, 2013. We arrived approximately 30 minutes prior to departure. A Megabus employee then informed us that the bus scheduled for 8pm was having mechanical issues and there was no ETA for its arrival. The employee suggested we board the 7:40pm bus that was about to depart. We boarded the 7:40pm bus and approximately 1 hour into the trip the bus pulled off the interstate and the driver announced that this bus was also have mechanical issues. We were stranded on the side of the road for approximately 1 hour waiting for a mechanic to arrive and repair the vehicle. The driver was courteous and professional, but I am very dissatisfied with Megabus's apparent inability to keep their vehicles properly maintained.Desired Settlement: Refund of $62.25 charged for 2 tickets + fees.

Order number: [redacted] Reservation number: [redacted]

Business

Response:

Client was offered 2 one way complimentary tickets for future travel.

Review: On Monday June 4 Bus to New York was scheduled to depart from Boston at 7:30PM. At close to 7:30 a very rude employee announced "the bus driver is taking a break and the bus will board at 8:00PM." He shouted it out twice, no apology. The bus departed shortly after 8:00PM: a few miles away from New York, bus pulls over to the side. Branches scraped the top, creating eerie sound. The bus was still for about ten minutes. No announcement from the bus driver. Then, after about ten minutes, a new bus driver announces that the drivers had switched. Again, no apology. The bus, according to the Megabus website, was scheduled to arrive at 28th Street and Broadway. Shortly after he took over the bus, the new bus driver announced that we would deboard at 34th Street between 11th and 12th avenues. Again, no apologies. It was after midnight, the area is quite deserted, I had to walk and take a cab (28th & Broadway is right across the street from the No. 1 subway). Plus, though Megabus advertises "FREE wifi," the wifi was not working. In conclusion, Megabus broke its contract: the bus did not leave when it said it would; it did not arrive where it said it would; the bus stopped when it shouldn't have; it advertised wifi service that wasn't working -- and to top it off, at each point of announcement, employees were rude.Desired Settlement: I would like a refund for the trip ($15), $6.50 for the cab I had to take because the arrival destination changed ($9 for cost of cab, minus $2.50 I would have spent on subway) plus credit for one round trip from New York to Boston for the stress and frustration.

Business

Response:

on 6/13 we emailed the customer for receipts to apply the refund for he cab

Review: I reserved round-trip tickets for myself, and my 9 year old daughter, to travel to Chicago for the holiday. (See ticket info below) Due to unforeseen circumstances, we didn’t get to the stop until 12:38am, with the departure time 12:40am. This was the time on my Garmin, and cell phone, which are both based upon satellite time. We could see the corner where the bus leaves from at 12:37am, but had to wait for a stoplight, and the bus wasn’t there. There was even a gentleman from transportation authority there in a vehicle, but no bus. I immediately drove in the direction that I’ve known the bus to travel, since I’ve been taking the bus 1-2 times per month for about 3-4 months. If the bus had just left, we would’ve seen the bus ahead of us, but to no avail. While driving, I called customer service, as did my god-daughter. We were left on an endless hold, then my fiancé called on the other line, and I explained swiftly what happened so I could get to the other line. I was still on hold, and so was my god-daughter, as my fiancé proceeded to call and got through IMMEDIATELY. Astonishing! Most call centers take calls in the order in which they’re received, but not in this case. Nonetheless, he spoke with a representative that stated that they were unable to locate the driver, as the bus “never checked in”. I was attempting to drive to the next stop to make the bus. After an hour of driving, I finally headed back home, because we’d called again and were told they still didn’t know where the bus was. The next morning my fiancé called customer service again, and asked what happened with the bus, and they were told that they didn’t know because they couldn’t confirm the arrival of the bus in Chicago even though it was after the estimated arrival time. So, at this point 3 different representatives said that the bus wasn’t “checking in”.Desired Settlement: The ticket cost was dramatically higher since I had to re-book tickets at the last minute for later that morning. I would like to have the difference credited to my online account with MegaBus for future use.

Business

Response:

We requested the client's reservation number for better assistance.

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. Their response was as follows:

"We made the necessary notations on your account which will allow you to reschedule 2 one way trips at no additional costs. Please call our customer service department at ###-###-#### and a representative

will happily assist you. "

Regards,

Review: I'm 67 & ordered a ticket by phone from Megabus in California. I was supposed to leave Sacramento for San Francisco at 3p.m. on 9/11/14. I waited 50 min. in 93 degree heat with no place to sit or shade for that bus & it didn't come by 3:30 so I went home. I called them [redacted]) for my money back but they refuse to give it to me.Desired Settlement: I want my $20.00 back.

Business

Response:

In order for us to better assist with this complaint we will need the reservation number for the trip in question.

When attempting to take a bus from Indianapolis to Chicago in early 2015, the bus was four hours late. When attempting that same route in November of 2015, the bus never showed up. Called customer service numerous times and was told they'd "escalate" my concern. I was repeatedly asked to call back "in ten minutes." At one point I was told that the bus had departed that location already. It hadn't, as my call was being made from the actual bus stop while still waiting for the bus that had not yet arrived. In addition, the supposed departure time the representative listed was almost the exact same time I had been on the phone with the company the very first time, so I'm quite certain the bus wasn't departing while I was sitting at the empty bus stop talking to the Megabus customer service representative. Then I was told to call back in ten minutes for more information yet again. I did and got a recording that said it was after business hours. The "Where's My Megabus" website listed anticipated arrival times for EVERY OTHER route that I searched, but there is no departure or arrival times listed for this particular bus. I am assuming that means that the bus was cancelled despite the customer service rep stating the bus had already come and gone. I received no email or text to confirm this cancellation though. There is also only one bus stop in this city, so it's not possible that the bus picked up passengers elsewhere. The bus never ran it's scheduled route even though there were ticketed/paid passengers waiting outdoors with no bus shelter or facilities available. Not only did Megabus representatives state that a bus had departed a stop when it obviously hadn't, they also asked a customer to call back at a time that they knew for a fact that they would be closed.

Review: I booked my sister and her son on a round trip on Megabus (from [redacted] to [redacted]). The bus used on return trip from [redacted] to [redacted] (July 22nd 2014) had no air conditioning. She texted me when the bus was mobile that there was no AC on board. The heat index in [redacted] was 100 degrees. The bus was filled with students, elderly and even infants! The passengers repeatedly brought this up to the driver, who eventually stopped around [redacted]. The driver said he would let the condensers "unfreeze", while he took a smoke break.

My nephew, who has epilepsy, and is prone to seizures when overheated for long periods of time got sick and vomited twice during this trip. There was also liquid dripping on passengers heads in the upper seats. Keep in mind, the windows do no open, so there is no air circulating inside of a full bus. Some passengers disembarked in [redacted] to arrange for alternate transportation. My sister decided to stick it out despite her son's sickness.

When I was looking for details online, I noticed a news report from July 20th 2014 of the same issue (no AC) from [redacted] to [redacted]. The no AC issue is not just a comfort issue, but I believe it is a safety issue (passengers and driver). I fail to see how a company can release a bus into service without a safety check.

What I find most disturbing is the lack of response from Megabus, or their "customer service". I received one auto reply and nothing else. I have given them all of my information, including reservation number, phone number, email etc, and have heard nothing. Their business model seems to depend on cheap, ignore the complaints and move on. The lack of wifi each way is an inconvenience, no air conditioning is a safety issue that should always be addressed!Desired Settlement: I would accept a billing adjustment, an apology (not auto-generated), or a simple contact with someone from Megabus that can do something! It would be great if inspectors looked into the safety of this company. From what I can find online, it is not good.

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It has been 7 days, and Megabus has done little to nothing regarding this complaint. I have received one auto-reply message via Facebook stating they were looking into the complaint. I will look for resolution soon.

Regards,

Review: On November 25, 2012 I was aboard the Megabus returning to Omaha from Chicago. Stops were made in Iowa City & Des Moines, Iowa. Upon arriving at my destination in Omaha, Ne I went to the rear of the bus to get my luggage. My luggage was nowhere to be found. The luggage compartment was empty. I watched as they loaded my luggage in Chicago so I know it was on there. The bus driver told me to call customer service & file a claim. I did this as soon as I returned home. Megabus Customer Service told me that I had to wait 30 days before I could file a claim & in all likelihood my luggage would b returned. This did not happen. After the 30 day waiting period was over I filed a claim for my lost luggage. I was in contact with a [redacted] via email. She was always very vague about the companies policy regarding stolen luggage and the time it would take to respond to my claim. I have been waiting for a response for 9 months regarding my claim. It is clear that my luggage was stolen at one of the stops made in Iowa. Megabus does NOTHING to protect their customers from this happening. There is no baggage check or I.D. verification or ticket when picking up your luggage. My name was on the luggage. My laptop, clothes, shoes, hygiene products & makeup, jewelry, library book, chargers etc. was in the luggage. I was left with nothing & the complete disregard for my personal belongings, irreplaceable items from Megabus has been beyond frustrating. On their website it states that they reimburse up to $250 for lost luggage. That doesn't even cover my laptop or even begin to cover the loss in any way. .Desired Settlement: My desired outcome is to be compensated for my stolen/lost luggage & for the lack of effort provided by the company to rectify this in a timely manner. I at this point would be upset even further if they only gave me the maximum of $250 stated in their policies. I feel in order to satisfy me & for me to want to continue to do business with this company they should refund the total amount of loss.

Business

Response:

Client's complaint was sent to th lost and found department. A rep will reachout to her

Review: I ordered a ticket for State college to [redacted]. There was a horrible accident on route 99 from Altoona..I arrived there late and I called explaining that I was stuck on route 99 for an hour and 40 minutes..The man said oh well you missed the bus no refund no reschedule..Just reorder the ticket and chuck up the lost..I asked for a manager he said no manager would help me and refused to put one on..I had a college student miss stuff for [redacted] college..All becaue I could not reschedule a trip that was not my fault for being late.

the cost was $14.50 worldpay transaction [redacted] merchant cart id [redacted] for travel on 8/7/13Desired Settlement: I would like a refund and a free ride

Business

Response:

Client was refunded

Review: After a 2 hour delay on arrival time on April 24, 2014 from NYC to Boston, MA. and several phone calls to Megabus reservation phone line that evening because no one could answer me where the bus was at the time, and why the delay, I was told by a Megabus representative that all passengers would be refunded that evening for the inconvenience return trip home( the amount due of $15 to me personally) Three inquiries later to Megabus by email( 2 filed on my behalf from Megabus 4/24 and 5/13; and one by me on 5/22), still no resolution.

Today, June 6, I spoke with corporate office out of NJ,and am now being informed that that is not their policy to refund when the arrival time is delayed over 2 hours...Only departure time delay of 2 hours. When asked why 4 of their reservation representatives told me otherwise, she informed me it was not their policy again. When asked why it has taken them over 2 months to respond to consumers emails, she said they are backed up. I was told I would hear from someone within 5-10 business days.Desired Settlement: Credit adjustment

They should be able to track their drivers/dispatch them when needed. Which was not the case that evening! I was asked to call back in 30 mins( 4 separate occasions) and still they did not know where the bus was in their destination. My daughters cell phone died in CT, on the trip home and she was not able to keep me posted because the adapter on the bus was broken. Only when they pulled over to change drivers because the driver from NYC was over his traveling time was she able to recharge for a brief time, and let me know she still had over 1.5 hours more to go.

Business

Response:

Client 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: My name is [redacted] and I purchased a megabus ticket for a trip from [redacted], TX to [redacted] TX - [redacted]. On December 22, 2013 at 0815, I arrive at the megabus location on pierce st in [redacted], TX. For reasons unknown to me, the ticket agent refused to honor my ticket. I missed the bus to [redacted], TX and was stranded for two days.

On 12/24/13 at approximately 1300 hrs, the ticket agent refused to sell me a ticket to S[redacted] by ignoring me and pretending like he did not hear me. Instead of correctly validating my ticket, he automatically assumed it was fake because it was handwritten. Therefore, I missed my bus and was stranded. Also, I had to purchase another ticket on another day.

This ticket agent was rude to me and provoked me. I was so upset I was in tears and shaking. Even after I purchased another ticket ([redacted] the agent was accusing me of thief and would not let me board the bus. I explain to him that I was trying to board the 1315 and willing to pay the 5.00 change fee. However, he was extremely rude and denied me the right to board. However, another polite agent intervened and I was allowed to board the 1315 megabus from HOU-SAN.

I felt I was harassed and targeted by this ticket agent. He smelled like alcohol , his clothes were dirty, and he was not wearing a name badge. The ticket agent was an overweight , short, bald, older Hispanic male. After I told him I was going to complain, he snapped, “Go ahead, I have three complaints against me - so what!” He was nasty and doesn’t deserve to work around the public. I will forward a copy of this compliant to Revdex.com.Desired Settlement: Because of the agent's inappropriate behavior and skill, I missed the bus on 12/22/13. I would like a refund of 19.00, Thank you

Business

Response:

Client 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,