Megabus.com

Review: The bus did not properly have repair tire for the riders making tire go down again putting 100 lives in danger

We were delayed in little town for 8 hr making 4 hrs trip 12 hours

Traveling with elderly Mom with Alzhimer and myself lung problem dealing with this issues and our health issueDesired Settlement: Would like refund and the cimpany do check in buses before moving out and better way to get reolacements when needed

Business

Response:

We do apologize for the incident that happened with our bus.I cannot help you without the ability to research the situation with a reservation number.Please provide and I will research. Sandra

Review: I took a Megabus ride from State College, Pa, to Pittsburgh, Pa, on August 31, 2013. The bus was scheduled to arrive in Pittsburgh at 10th Street and Penn Ave at 2:05 pm. The bus was very late picking us up however, and we did not depart from the bus at the arrival point until 4:25 pm. I called Megabus that day while I was waiting for the bus, and I was told that if the bus arrived at its destination more than 2 hours late, that I would get an automatic full refund for my ticket. I wanted to make sure I got refunded so I began to email megabus shortly after the bus trip. I have called and talked to several people and emailed several people, all from megabus, about the situation, and every single person has told me the bus was only 90 minutes that, and that they will not refund my ticket. If the bus was only 90 minutes late, we would have departed the bus at 3:35 pm. I have text messages and phone calls saved on my phone that are time stamped between me and my father, who was waiting for me at the bus stop, that put me on the bus well past 4:05 pm. Megabus still refuses to refund me however, saying they have to go by there GPS which said the bus arrived at the final destination only 90 minutes late. After weeks of emailing to megabus, I eventually got confirmation from someone from the complaints department, to say the bus arrived in Pittsburgh at 3:57 pm. This is still wrong, but it proves that they were wrong once before and I know they are still wrong. I was told there had been a mistake and that the bus actually arrived 112 minutes late, not 90, like I had been told several times. Conveniently, this is just shy of the 8 minute mark. Even though they just proved to me that they had made a mistake, they still refuse to refund me. I rode that bus with my room mate who can also confirm the bus was more than two hours late, and so can my father who was waiting for me at the bus station, as well as every single passenger on the bus.Desired Settlement: My bus ticket was $34.50 and that is what I want refunded, as well as my room mates refund, who was also on the bus with me. I have proof the bus was more than two hours late, and there policy is that you get a full refund if the bus is two hours late to the destination. I just want them to uphold their policy, which I was told on the phone, which they keep records of. I also have all of the emails involving all of the information above between me and the complaints department that prove they had made a mistake, but still refuse to believe they are still wrong.

Business

Response:

Passenger was refunded

Review: August 29th, I tried to travel with Megabus, From [redacted] The scheduled departure time was 6pm, and I arrived at the stop at 5:20pm. I then noticed that my confirmation email had some information that was conflicting what I was seeing. The Megabus stop was south of [redacted] and my email said [redacted] So I went online and searched for bus stop locations on the website to make sure this wasn't in error. Their website confirmed that the stop for the was indeed [redacted]

I am used to living in [redacted] and things being crazy- so I went to the [redacted] to look for any indication of a Megabus stop- there was none.

So I went to the megabus stop and waited for my bus. 6:15pm rolled around and still no bus, so I calmly contacted Megabus. told them where I was going and when- and they had no record of a bus scheduled for that time. I then gave them my confirmation number and they confirmed that Indeed a bus was scheduled for that time and that location, I asked if there was any other bus stops that I should wait for, and they said no there was only one. They then submitted a dispatch request for the status of that bus, and asked me to call back in 10 to 15 minutes- and they would have an answer for me. No problem, I waited I called again, the exact same thing happened. No knowledge of my trip until I gave the confirmation number, then an additional dispatch request, and asked me to call back in 20-40 minutes.

In that time I continued to wait, and asked some of the other Megabus drivers- with no luck.

7:45pm approached- I had called for the 3rd time with no new information, then I am rudely told by a bus driver while I was on the phone with Customer service that I had missed my bus, my ticket was with a different bus line (which wasn't specified on my ticket) and that I needed to take the 8:30pm bus to [redacted] So I did, I had to pay for an all new ticket at a higher price and was 3.5 hours late. No apologies at allDesired Settlement: I have taken their specified routes, called- refused to handle over the phone- so I had to send emails. Then I emailed and 7 days later I received a reply that they wouldn't issue refunds for missed buses. There was no acknowledgement of any of the customer service issues, what so ever. So I replied to the email, It has been days with no reply. My initial request was just a refund for one of the tickets. But given the stress, time, and down right disregard to anything that represented customer service. I now am requesting a full refund of 57 dollars. I think it is a straight forward and simple request. Thank you.

Business

Response:

Client was asked to forward the email containing the incorrect bus stop location and we will further assist him from there.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

They have already issued a partial refund. Their customer service is still beyond unacceptable, but they have paid for the trip that I didn't get to take. Its less than half of the total refund but they have been so awful to deal with, I'd rather just with hold my business then deal with more of their incompetence. There wasn't even a single apology for failing to fully read any one of the 5 emails we exchanged. Over all just a very sad depiction of the way their business is ran.

Thank you for all your help you have been wonderful.

Regards,

Review: On August 4, 2013, the Megabus bus from [redacted]. to [redacted] arrived at [redacted] two hours late on the 5th. After we had gone on board, we were told that we would have to wait a while for the air pressure to build up inside the bus. Later, the bus driver announced that there was a problem with the tire air pressure and that someone would come to check on the tires. After, we were told to unboard, and we waited almost two hours until we got onto a second bus, but we were never told when a new bus would come and pick us up. In the second story of the 2nd bus, two top panels were completely shattered and looked like they would fall apart, and the front window had a crack running along both sides. The passsengers, including grandmothers, sitting in the front two rows were taking pictures of the shattered glass in case they got hurt, and they asked us if we also saw the cracks in the glass. The bus, which was scheduled to leave at 11:00 PM, left two hours later, and the scheduled time arrival time was 6:50 A.M., but the actual arrival time was 9:12 A.M., and my family had to change our plan because the bus was late. I was frustrated by the fact that we were never informed of when the 2nd bus would be coming, that we rode in a bus that had glass that could have fallen on us, and that the bus did not get a thorough inspection before it arrived at **. I would like to get a full refund.Desired Settlement: I would like to get a full refund.

Business

Response:

Client was refunded

Review: Order # [redacted]. I e-mail a complain letter about the fortification of my credit of $25.30 of June 6, 2015.

I have to reschedule my departure due to an emergency condition. When I called the Mega bus customer service over the phone, I was told I can change the fare for credit for future use. I just find out the credit is no longer available and the manager of Megabus insists that I agreed to its terms and condition of fortification if not rebooked within 24 hours. I did not read any such condition at that time but ask all the conditions about it over the phone with their customer service and I was clearly inform that my credit will not expire as there is no date indication of expiration.Desired Settlement: I would like Megabus to either refund, reinstall my credit in the system or issue a replacement ticket for Toronto on any weekday on the month of Agust, 2015.

Business

Response:

The reservation provided is a reservation purchased from our Canada office. The contact details are below. I do apologize but this office handles the Northeast complaints.Call toll free at [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: On Friday, May 30th, I boarded a Megabus from Washington DC’s Union Station to NYC. The bus was scheduled to leave at 7pm but left closer to 8pm. About 45mins (around midnight) from our destination, the driver of the bus pulled over (I believe we were somewhere around Exit 7 or 11 on the NJ Turnpike) and informed us that he had hit his max # of hrs to drive & would no longer be driving and another driver would be arriving momentarily to drive us the rest of the way. I wondered why the other driver wasn’t already waiting at the designated stop knowing that there was a bus full of customers waiting at to get to their destination. A few mins later, the bus driver came back on and told us that the other driver would not be arriving for another 30mins. At this point, I started to get worried. We had pulled into a gas station parking lot that was very dark (the station is under construction so all facilities were closed with the exception of the gas pumps). A few mins into waiting for the other driver to arrive, we found out that there was no driver coming at all. The bus driver informed us that there was another bus behind us that had 40 seats available and some of us could get on. There was no explanation regarding what would happen to the rest of us waiting in this dark parking lot. A few minutes later, another Megabus arrived and the driver informed the crowd that he only had 14 seats not 40. There was chaos as passengers attempted to rush the door. Several people pushed through the doors and were able to get on. The driver drove off leaving the 50 of us to wonder how we would get to NYC. Around 1am, I decided to join a few other passengers who had met a stranger with a small mini bus..as a woman I was scared but felt I had no options. On that night, we were told by [redacted] (Megabus employee ID: [redacted]) that we would all receive a refund. I called back on June 1 and was told that there was no record of such a refund or the entire episode.Desired Settlement: I've called several times and spoken to several customer service reps to request a refund. I've been told repeatedly that they cannot authorize a refund although a previous rep told us we would receive one. Shouldn't a business with a reputation to uphold simply give a small amount of $30 or so back to a customer that was left stranded? That's all I'm requesting - my money back.

Business

Response:

Passenger 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: The megabus was set to departure from Minneapolis MN at 6:30am I got there at 6:27am and the bus was already gone. So I called customer services and they was so rude to me and keep given me different times that the bus left. And I purchased 5 tickets for $ 108.00.Desired Settlement: I want my money back

Business

Response:

All seats on megabus.com are sold on a reservation basis and you must travel at your specified time and date. Customers are required to be at their departure point at least 15 minutes before their selected trip is scheduled to depart. This allows megabus.com drivers to board customers in a timely manner avoiding any delays that may impact the departure of the vehicle. No refunds or credits will be given in instances where customers miss the bus.

Review: I paid for a ticket to Austin Texas. Megabus didnot show up, so they sent another bus with no available seats. I was told to contact customer service because they were just filling in for megabus but they could not do anything. I called customer service and I was told I could get a refund. So I was left there and it was so cold with no other answer jut to get a refund.

Business

Response:

A refund was already processed on 1/8/2015.

Consumer

Response:

Refund? I paid for something you did not provide! Not even a sorry?

Review: [redacted]

I am rejecting this response because:

Regards,

Review: I purchased three bus tickets to travel too Dallas Fort Worth from Louisville Kentucky. There wasn't any direct connections so I purchased, a ticket from Louisville to Atlanta, atlanta to Memphis Tennessee and then Memphis to Dallas.

The site wasn't clear that they didn't have a building. My reservation to leave louisville to atlanta was at seven am. I drove around for an hour and didn't see any buildings or indications of a business. When I called, the customer service rep told me there wasn't any building, I would get picked up on the corner, however by that time I missed my bus and the customer service rep told me, I would have to purchase all tickets again because they were all nonrefundable. I asked to speak with a manager but she wouldn't allow me to speak with one. I asked for her name, she said, [redacted], I asked for her last name, she said she didn't have to give it to me. I hung up with her and called again to get another customer service rep, who again refused to allow me to speak with a manager.Desired Settlement: I want my 85.00 back I spent on my tickets. Megabus should be clear to customers and tell them, they don't have a building, they'll be picked up on a corner..

Business

Response:

Please be advised as mentioned on our website megabus.com routes leave from and arrive at strategic locations within the towns and cities we serve. Please note that many stops are curbside, outdoor locations. Details of our departure and arrival points, including maps can be found in the Bus Stops and Search and Buy tool sections of the site. Also the bus stops are clearly given on our website and on the confirmation email sent to all passengers with specific directions. Please see the bus stop information below.

There are two megabus.com stops available in the Dallas/Fort Worth area. The megabus.com stop for arrivals and departures in downtown Dallas is located at the DART East Transfer Center, 330 North Olive Street. megabus.com services will arrive and depart from docks H and I. No cars are allowed on the property. The megabus.com stop for arrivals and departures in Grand Prairie is located at 710 Davis St. An indoor waiting area and restrooms are available. BE CAREFUL! Check your reservation for the exact location and time of departure.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My ticket was for Louisville Kentucky, that's where I was leaving, there isn't any buildings or facilities that mega bus owns.

again, you are sending me the wrong information.

I was left in the cold without a ticket to get to my destination and no place to turn because mega bus doesn't have anywhere for customers to go. I would like my money back.

Regards,

Business

Response:

I apologize for providing the information for the incorrect stop.Please see the information given for the stop in Louisville, KY below and as mentioned in the previous response we are unable to process a refund due to the information being provided on the website and also the bus stop information is given at the time of purchase and on the confirmation email.

The Megabus stop for all arrivals and departures in Louisville will be located on the southwest corner of the intersection of W Liberty St and S 5th St. The stop will be on W Liberty St.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

On your website, it doesn't say, you will be picked up on the corner, you do not state, you don't have a facility.

I would like a refund.

Regards,

Review: I contacted this company via email last Monday because I fell very ill & couldn't make my bus. I received an email back that I'd get a reply in about 5 days. That was 6 days ago. I contacted them via phone today to inquire about changing my ticket and exchanging or refunding for another trip. The lady said she couldn't find it & should could resubmit which would take 7-10 business days. I told her, I wanted to speak to a supervisor to resolve the issue & she refused to put the supervisor on the line. I asked nicely several times before I had to get very indignant with her, when she kept quoting nonsense to me after I repeatedly (over 10 times) asked her to put a supervisor on the phone. As a customer that frequently rides the Megabus service 2-4 times per week, I am highly disappointed and ready to take all of my business elsewhere, and I plan to tell others to do the same.Desired Settlement: I want a full refund for my ticket, AND I want a complimentary ticket for a free trip because of my frequency of ridership and the crap that I've had to endure with the crappy customer service this company has.

Here is the reservation #: Order number [redacted] Departs 10:00 PM 7/29/2013 [redacted] Arrives 1:10 AM 7/30/2013Philadelphia, PA, 30th St Station

View Schedule

1 Passenger = $7.00

Business

Response:

I am sorry for the circumstances described that forced you to abandon your trip. We are compassionate to such unfortunate events and we generally do deviate from our policy of non-refundable fares in such circumstances.

We do however, require supplementary documentation, such as an obituary or medical record, to go forward. Such requests are standard practice and fortunately a reflection of what is needed to prevent fraudulent claims and pecuniary loss in todays society.

Please be advised that, for your privacy, we will destroy the documents concerned once we have processed the refund.

Review: I purchased a disabled passenger ticket online for Megabus for travel to Atlanta, GA on June 5th. The purpose of the trip was a neurological consultation with one of the leading hospitals in Neurology. I had to obtain travel clearance from my doctor which was denied due to suspected swelling which is treated with Medrol and yet another MRI scheduled. I called customer service and was told I couldn't change my reservation due to same day notice. I was directed to send e-mail to [email protected]. I have sent 2 e-mails without a response.

My medical issue is brain swelling without known cause, sometimes with bleeding, mostly without, complicated by spinal fluid leakage. I know when there's a problem because I get severe headaches and must remain in supine position or hospitalized if experiencing heart palpitations or irregularity. That day I woke up with a headache which prompted the doctor visit. I had obtain permission to travel from both my primary doctor and my neurologist the prior week.Desired Settlement: A change in reservation when allowed to travel and new appointment made with Emory University Hospital. I'm still in process of becoming stabilized. Otherwise, a refund would suffice.

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: On March 12, 2014, I purchased a round trip Megabus ticket from Chicago, IL to Memphis, TN (May 9th & May12th) . Later on March 26 I received an e-mail alerting me that my trip from Memphis back to Chicago on May 12th had been re-scheduled from 7:00 am to 9:20am. I noted this on my ticket print out. The next e-mail I received was on April 9th for Summer travel promotion.

On May 9th I arrived at the downtown Chicago Megabus stop 1 hr before my scheduled 11:30 pm departure time. A Megabus employee asked me what bus I was waiting for, and when I said, "Memphis at 11:30," the guy replied that there was NO 11:30pm bus to Memphis. He apologized and said my bus left at 9:00 pm and that this "screw-up" has been going on for about 2 months. I was not the first customer left standing on the sidewalk. I was put in contact with customer service, and they told me that there was nothing that they could do. They told me to go to their website, and asked if I had checked my e-mail. As I almost started to cry, the employees on the sidewalk with me told me they could get me on the next Memphis bus the following morning at 9:05 am.

I was furious and I was forced to walk to Greyhound and purchase a last minute ticket for a 12:01 am ride to Memphis. After arriving in Memphis, I scoured my e-mail (SPAM folder also) and confirmed that I received absolutely no notice about my schedule change on May 9th. I was highly insulted, because I have been riding with Megabus for a few years now. Their level of service is going downhill at an alarming rate. Extremely late buses, and now non-notification of schedule changes.Desired Settlement: I want to be refunded for the May 9th trip that cost me $37.00 ; Megabus has record of this, and so do I.

I also want to be reimbursed $81.50 for my last minute Greyhound purchase in order to get to Memphis for a scheduled event. I can provide proof of this purchase.

Business

Response:

Client was refunded

Consumer

Response:

Thank you for your follow-up email I received on May 21, 2014 regarding my Megabus complaint. You told me to reply within 10 days, but I decided to let you know what has happened before the 10 days has expired.

On May 14, 2014 I received an email apology from Megabus/Coach USA representative [redacted] North East Customer Service Supervisor. She apologized for my inconvenience, and agreed to refund my $37.00 for my trip from Chicago to Memphis. I noticed this refund to my account on May 15, 2014.

She also agreed to mail me a check in the amount- of $81.50 as my reimbursement for my Greyhound trip from Chicago to Memphis. She simply asked me to forward/attach copy of my receipt, and my mailing address. I did as she requested via email, but I have NOT received payment as of today. I have attached the same copy of my Greyhound receipt to this email.

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 with megabus for a ticket Leaving Orlando going to Jacksonville. When I arrived there at 7:30 am the bus.driver driving bus number [redacted] waved me and another passenger away and would.not.allow us to board bus. I immediately called customer services whom on.the first call(agent name [redacted]) informed me that I was supposed to be there 15mins before 7:30 and that they could not issue refund. I then asked for a supervisor she then asked me why did I want to be transferred. I told her to complain on driver.and ask for a refund. She.then.said she need.details on matter before.she.could transfer me and I told her the same thing again. She then said well it has to be life threatening for them to transfer me and that.she will disconnect the call to help others. I called back 3 more times to only.speak with 3 different agents.saying the same thing and hanging up on me. I then looked up the corporate number and phoned.them whom also told me they could.not.transfer me yo higher.authority and also hung.after telling me they were.a.supervisor.by.the name of [redacted].

This customer service is disgusting they.did.not want to help and they refused me to.speak to a super visor and also the bus.driver did not.allow me.on.bus.causing me to be stuck in.Orlando and lose my money I.paid Of 54.50. There is no.protocol in no customer.service rules that says.it's.ok to hang up on customers because.they.think.it's.not.a.reason to.be transferred to higher.authority. I'm complaining.now and I will.keep complaining.until I get my.refund and something is done about.megabus refusals of.service.Desired Settlement: I need a refund of the ticket purchase which totaled 54.50 I also want something done about megabus protocol when customers ask for a supervisor that should be required to be granted

Business

Response:

Client was sent an apology and 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 asked megabus after on sept 30 and last 3months to refund for $99 charged for bus trips not taken and not traveled

> after physical assaulty in sept30,2015 tmy hand and arm was

> injured and inflamed and I was robed of many belonging clothes, books, appliances same months and could not take trips

> no-refund

> policy when injury prevents trips is to punish the injured during time of

> needDesired Settlement: complete refunds of $99 kept since sept30,2015

Business

Response:

We would gladly refund your tickets.We would have to have a copy of the police report or a hospital discharge paper to refund your monies.Please provide and we will refund your monies

Consumer

Response:

Review: [redacted]

I am rejecting this response because:my hand and arm was inflamed and shoulder continues to be in pain since that time. I did not travel on dates paid due to injury and local [redacted] police have been made aware of my losses and injury

Regards,

Review: I bought a mrgabus ticket today 11/18/2015 at 4:30 pm My bus was to leave at 6:15 it was extremely late. I called at 6:23 pm on 11/18/2015 and spoke to an Agent I was told to sit at the location where the bus was to arrive, upon sitting there I noticed the Bus go rt pass me. I called again to find out that they had changed the pick up location. I again called mega bus only to be told that I'd have to purchase a new ticket. Due to no fault of my own I missed the bus. I feel that Mega bus should be held accountable for the actions of it Agents and reps. I also feel as if I should be reimbursed for the inconvience I have experienced. Not only have I missed my interview I'm also out of $57.50Desired Settlement: I would like to be reimbursed

Business

Response:

It appears the passenger went to the old bus stop. Our bus stop changed due to construction at the old location, and the proper bus stop information would have been printed on the passengers confirmation.Per our terms and conditions:Reservations with megabus.com may not be refunded or cancelled except where megabus.com has materially failed in its delivery of the service offered by this site. Please note the following bus stop change, effective Sunday, November 1st, 2015. Website has been updated and customers messaged. Indianapolis, IN - Bus Stop Relocation, effective Sunday 11/1/2015 Posted: Thursday September 10, 2015 Effective November 1st, 2015, all Megabus arrivals and departures will relocate to the bus stop on Alabama Street between E Market St and E Wabash St, adjacent to the City Market. The location at E Washington Street will not be in use after this time due to construction. ______________________________________________________________________

I received a cancellation of my trip and accidentally rescheduled my trip for the wrong day. I tried to reschedule for the correct day and encountered a rude and disrespectful representative. I asked to speak to manager and was hung on by the rep. I filed a complaint with mega us and have not heard back from them.

Review: I made a reservation for my daughter [redacted] from Cincinnati, OH to Knoxville, TN the bus left at 9:00 am on July 4, 2014 they were scheduled to arrive in Knoxville, TN at 1:00 pm on the same day. At 11:00 am my daughter called and said they were broke down on the side of I75 South in Richmond, KY. They were told that help from the Megabus was on the way and should arrive in the next 2 hrs. 2hrs came they were told it would be another 2 hrs before someone would be there. The bus driver was no help. She had no contact with dispatch at all. My daughter sit on the side of the road for 10 hrs. Another customer that was on the bus daughter came from Knoxville, Tn and picked them up around 9:30 or 10:00 that night. My daughter and other customers that found other ways of travel had to pay this so called bus driver $15.00 to receive her luggage off the bus so she could make it to Knoxville. TN. Know I know it was 4th of July and people were off that day in this company. I called there [redacted] which was suppose to be there customer service line. All I got was a 3rd party company that had no way of getting in touch with the dispatchers of Megabus, Co. This is horrible service. There were at least 30 to 40 people on this bus. Older people and small children. There was even people that had appointments that day that they couldn't even keep. Such at the elderly gentlemen who's brother had just died and was on his way to his funeral. This is poor service. You don't leave people on the side of the road for numerous hours with out no way to go. This was the most stressful day for my daughter and me. Due to the fact I was in IN. I think people should know about this company.Desired Settlement: I think they should refund our money which they say they are in 3 to 5 business day. We should be refunded for the $15.00 my daughter had to give the bus driver to receive her luggage off this bus. Also the people that came and picked her up should be refunded there gas money for travel. Also people should be let known of the problems this company had with there maintenance of there buses and the problems of the being late to pick people up.

Business

Response:

Complaint was sent to our Operations department for investigatio. Our escalation team will contact the client once the investigation is complete.

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: The bathroom on the bus did not work when the bus began a 14 hour journey on 7/12 at 7:25pm to 9am, Bus #[redacted] from Atlanta to Washington, DC. The bus was old, shook and rattled, before becoming stuck on a hill. It was clear that the bus was not suitable for the extended journey.

The toilet smelled foul the entire way and was unusable.Desired Settlement: I would like to have complaint noted on record, investigated, and recieve a full credit for the trip.

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 at least 7-10 business days for an agent from the escalation department to contact you.

First time using Megabus traveling from Indy to Chicago. Bus was scheduled to arrive at 2:35 am. The bus did not arrive until 4:00 am. Not only did the bus show up late (with people standing in the cold waiting), they showed up with Mega attitudes. The driver and the luggage handler had no care in the world they were late and offered no apology for delay that could have helped calm customers down. It is not my fault that you work for Megabus! After missing my flight and settling in Chicago, I called customer service to complain. The call went exactly like this:

Rep: Would you like to make a res?

Me: I'm calling about a previous res

Rep: .........How can I help you?

Me: Had a res from Indy to Chi and the bus was 2 hours late.

Rep: I need a res# to confirm that

Me: (Gave res#)

Rep: Hold on

Rep: I see the bus was late but there is nothing I can do about that. No refunds no nothing.

Me: Maam, your bus showed up 2 hours late, the driver and luggage handler had terrible attitudes, I missed my flight, I call you and you're dismissing me?

Rep: There's nothing I can do.

Me: I would like to speak to a mgr please.

Rep: Hold on

Rep: Unfortunately there is nothing my mgr can do for you either.

Me: May I please speak with your mgr?

(repeat last two above 2x)

Rep: If you keep asking to speak with my mgr, I'm gonna have to end the call.

Me: I would like to speak to a manager.

Rep: (hangs up)

Wow. I can certainly understand traffic and delays. What I cannot understand is poor communication and poor customer service. Not ONE employee of this place offered an apology for their terrible service. I will not use this company again in the future.

Review: I purchased a megabus ticket from Chicago to Indianapolis for Sunday Aug 25th (Reservation Number: [redacted]). The bus was scheduled to leave Chicago at 6pm, and arrive at Indianpolis at 10:15pm. However, the bus departed Chicago at 7:40pm and arrived in Indianapolis at 12:00am. So I filed a complaint through megabus customer service. Megabus inquiry replied to my email saying the bus departed and arrived on time, so no refund should be offered. I emailed back and said please double check, and I received response this time saying the bus departed at 7:03pm which did not meet the "1.5 hour late" requirement for refund. I am not satisfied with the attitude for avoiding issues by not stating the truth. My husband was standing at the bus station waiting for the bus along with me for over 2 hours so he can proof that the bus DID NOT depart at 7:03pm.Desired Settlement: I would like Megabus to reinvestigate the issue and give me the refund I deserve to have.

Business

Response:

Client was refunded