Megabus.com

Review: Megabus lost my bag on 12-6-2014, I've been calling them and they steady giving me the run arounds and don't want to give me my bags nor reimbursement.Desired Settlement: I want my luggage.

Business

Response:

The supervisor of the lost and found will contact the client to further assist.

Review: The policies that megabus have in place are not to honor their customers. If a customer plans to "miss their bus" how are they able to amend their reservation? The people that work there are happy to offer you their policies and procedures and what they can't do for you. As a customer we want to know what you CAN do!

Although they do NOT offer refunds how is it that you have to have a time limit to make adjustments to the reservation you have made. I would not suggest others to do business with megabus. I will let you know that you will get what you pay for. Cheap services offer nothing but headachs and do not care about their customers.

I have one question where is the money going for the ticket I purchased and was not able to enjoy my ride, to St. Louis?????Desired Settlement: I WOULD LIKE TO BE REFUNDED BECAUSE IT WAS OUT OF MY CONTROL. AN EMERGENCY PREVENTED TRAFFIC FROM MOVING.

Business

Response:

Requested the client's reservation number for the trip in question for better assistance.

Review: I purchased a ticket from megabus from [redacted]that was to depart at 8:15 7/28/13. Me and my wife arrived at the bus stop at 8:10 am. When we arrived we were informed by a megabus employee that our bus had not yet arrived and was on its way. When the next bus did show up we were told that we missed our bus. We next called the megabus costumer service to find out if our bus had left early and we found out that indeed it had. The costumer service rep was very rude and told me that I should have been earlier. I explained to her that my ticket departure time stated 8:15. She was no help at all and rather rude. I explained to her that I had used the megabus many times, each time presenting a different problem. We had even waited in the cold for over a hour for the bus before so we usually try to be there at the bus stop at the departure time stated on the ticket.Desired Settlement: I want a refund for my ticket purchase because the tickets I purchased had specific departure time I arrived before that time and the bus was long gone and I was treated poorly by the costumer service rep when I called to inquire.I will not be using the mega bus ever again.

Business

Response:

Unfortunately, we are unable to honor your request for a refund at this time due to the service departing on time at 8:15 AM from [redacted] We ask that all clients arrive to the stop at least 15 minutes prior to their departure time. As per our terms and conditions no refunds or credits can be given in instances where customers miss the bus; however, reservations can be changed on our website up until 24 hours prior to departure.

Review: My minor son was on the Megabus from Minneapolis to Madison. The bus broke down and he and his friend have been stuck for 12 hours overnight at a rest stop and now are at a restaurant. They have been told numerous times that a second bus would be coming shortly and it has not arrived yet. I have called customer service numerous times and not been given any information as to when the bus would actually arrive at its final destination. I was not allowed to speak to a supervisor after asking many times and was actually hung up on by the operator. This has been a nightmare for my son and for me as a parent. We were never told that you had to be 17 to ride the bus and they never checked ID. If I would have know how long it would have taken to get a replacement bus, I would have gone the three hours to where they where stranded and picked them up.Desired Settlement: reimbursement of fees paid.

Business

Response:

Please provide us with a reservation number to better assist you in 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] complaint number [redacted]

Review: On 9/25/13, a Megabus employee placed my navy blue Samsonite suitcase in the baggage compartment underneath the bus, and I boarded the coach headed from NYC to Baltimore, MD. After arriving at my destination, there was one suitcase left outside the bus on the curb and it was not mine. I reported my lost luggage to Megabus immediately and waited around for over an hour hoping someone would return it, realizing that they took the wrong suitcase. I followed up with Megabus, asking if the other bag that was sent to the Washington DC bus stop/office was ever claimed, but my question was never answered. After continuously following up with Megabus, I was finally informed on 10/4/2013 that my luggage could not be found.

There is language on the Megabus website regarding a max liability of $250 per passenger for lost luggage, so I submitted an insurance claim for reimbursement. On 11/20/13, I received an email that the claim was forwarded to the correct department, and to allow 4-6 weeks for a response informing me if the claim was accepted. As of today, 2/17/14, I have not been able to get in contact with the Lost and Found department again since the claim was filed. It has been about 13 weeks and after numerous calls, voice mails, and emails I am so frustrated that there is no way to get in contact with anyone that can help. I keep being told to "call 908-372-6115 between the hours of 8:30am - 4:30pm Monday - Friday for further assistance" and don't know what else to do.Desired Settlement: My desired outcome is a response to my claim so I can receive the max liability of $250 per passenger for lost luggage, even though my losses total almost $1,300. I was told to allow 4-6 weeks for a response and over twice that amount of time has elapsed.

Business

Response:

Client has spoken to the Supervisor of the lost and found department and was provided with the phone number of the insurance agent who is handling her case.

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.]

Megabus' Liability Administrator has finally got in touch with me 13 weeks after my claim was filed, instead of 4-6 weeks.

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

Regards,

Review: I spent almost $100 on bus fares for Megabus for a planned trip to Ohio only to eventually have someone to carpool with. I was under the distinct impression based on previous dealings with Megabus that the money I spent could be applied toward future travel. Apparently, I was very sorely mistaken. Since I did this based on previous dealings, I am filing it as bait and switch rather than buyers remorse which you do not handle.Desired Settlement: My desired outcome is really quite simple: that the money I spent on my trip that I ended up not taking be applied to future travel. Changes happen, this business needs to learn to deal with that, and the fact that the next possible trip isn't necessarily known right away. I am frustrated and spent. Please help.

Business

Response:

Client is allowed to reschedule

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.

TENTATIVELY, I accept the decision- I don't have more than one immediate travel date or two that I can reschedule, so I need to confirm with them how urgent my action is, as their schedule is very limited in the future

If they force my decision to be immediate, I will have to reconsider- I will keep you informed. [redacted].

Regards,

Review: I bought a ticket on Megabus.com from Boston to New York. When I showed up at the Boston bus terminal with the code provided in the email, I was told that the code was incorrect and that I could not board the bus.

Later, I double-checked and confirmed that the code had been written down correctly.Desired Settlement: At the very least, refund the cost of the bus tickets. I also believe they should refund me for the alternate travel I had to arrange as a result of being denied service.

Business

Response:

Client was refunded for the megabus fare.

I've used the Megabus once a month for a couple of years now and the buses aren't always on time which is understandable in some cases but other than that the customer service representatives are rude and will hang up on you if you have a question or concern. You will never be able to speak with a manager or supervisor, in fact the reps are trained to hang up the phone the second you ask to speak with someone in upper management. If you use Megabus services do not expect to call customer service and get a kind or accurate response. They will try to make you feel small by being condescending and rude over the phone. I will now spend the extra money and use Greyhound or even catch a plane if I have to, anything that will keep my money from going to Megabus and their extremely rude staff.

Review: Upon arriving by plane to [redacted] and continuing to the bus-stop, where I would board the Megabus I had extreme difficulties with locating the bus-stop given the incomplete address provided by Megabus. I contacted Megabus by phone to inquire about the correct address (zip-code), but the representative did not have access or knowledge of the zip-code to the location/bus-stop

The website does not display the zip-code nor does the email confirmation for my purchased ticket. Megabus failure to provide a correct address forced me to travel by cab to the bus-stop. Moreover,

the taxi driver was unable to find the address since taxi require a zip-code to navigate using it's gps device, which made the trip unreasonable expensive.

Reservation Number [redacted]Desired Settlement: I respectfully demand a refund for the purchased Megabus ticket and $28 for the Taxi ride to the buss-top.

Business

Response:

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 section of the site. Unfortunately, we do not have an exact address for all of our bus stop locations and we provided you with the only information we have regarding our bus stop in Dallas below which is also stated on our website and the stop location is located on your confirmation email as well.

There are two megabus.com stops available in the [redacted] area. The megabus.com stop for arrivals and departures in downtown [redacted] is located at the [redacted] 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 [redacted] An indoor waiting area and restrooms are available. BE CAREFUL! Check your reservation for the exact location and time of departure.

Unfortunately, we are unable to honor your request for refund and reimbursement for your taxi fare at this time.

Review: On 2/5/15, we utilized Megabus to commute from [redacted] to New York City. We had numerous issues on the bus and with the driver. Upon arrival in NYC, I called Megabus to complain about the service and seek resolution. The representative stated they could not handle complaints over the phone and that I needed to send an email. I sent an email and got a generic reply stating they would look into my issue. Each response I received would be from a different individual asking basic questions (such as reservation number) that was included in the original email and additional times in my replies. I was being directed in circles with no resolution. I stated my issue was time sensitive as I did not wish to travel back to DC on Megabus. I was then directed to the customer service phone line that I originally called for "time sensitive issues." I called customer service back re-explaining the whole situation and explained that I was redirected back to customer service via instructions provided in their email. The representative stated they could not help me over the phone and that I had to send an email. I explained that I already did so, numerous times. She then sent an email on my behalf, which started the whole process over again. The employee that responded to that email stated "please resend this e-mail with your reservation number so we can investigate and respond to your concern." I provided the reservation number to the customer service representative, numerous times over email, and again in my reply to this message. Another generic response was sent to me, "Megabus.com strives to provide you with the best possible service..." I never received a phone call requesting additional information or offering assistance. I never received an email that offered assistance. I received the run around with no way to reach anyone that could actually help. I feel this is an intentional tactic of Megabus to avoid dealing with customer complains.Desired Settlement: I am requesting a refund of at minimum the ** to NYC fare which was $30.25 however I feel that given the horrible experience both on the bus and dealing with customer service they should return the entire fare $102.50.

Business

Response:

I refunded you in the amount of $98.00 for both reservations booked. Unfortunately, facilities and booking fees are non refundable. Please allow 3-5 business days for the funds to be available in your account.

Consumer

Response:

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

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

Regards,

Review: I took a Megabus trip from Boston, MA to Hartford, CT on August 14, 2015, which was scheduled to leave at 2:15 PM EST and arrive at 4:15. However, the bus driver got lost (spoken directly by the local megabus station employees, multiple times) and the bus actually arrived at 3:45 PM. We left at 3:52 PM, 1 hour 37 minutes late, and ended up arriving 2 hours 30 minutes late, at 6:45 PM. Because of this, I took a $30 taxi to the airport rather than a $1.50 city bus to try to make a flight. However, because of the bus delay, I missed my flight. All 5 of my calls to the Megabus customer service phone lines were entirely fruitless.Desired Settlement: I would like my original fare refunded, which was $22.50.

Business

Response:

Passenger was offered a one way complimentary ticket for future travel due to the inconvenience.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Megabus materially failed on its advertised service to convey me to my destination in a timely manner, dropping me off more than 2.5 hours late due to an incompetent driver's mistakes that was entirely under Megabus' control. I request a simple refund of my fare, not a complimentary ticket to ride on the same service which made me miss my flight and suffer its repercussions. I am so disappointed in the management of Megabus, they are transparently providing a substandard service with no apologies.

Regards,

Business

Response:

We are only able to offer a one way complimentary ticket for future travel.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Megabus' statement, "We are only able to offer a one-way complimentary ticket for future travel," is incorrect. As an autonomous business, you are entirely capable to provide whatever compensation to passengers you choose, particularly when you break your contract and "materially fail to provide the advertised service." I understand if, as a customer service representative, you only have limited authority to offer the refund you rightly ought to give, but in that situation you should forward the case along to a manager who does have additional authority. At some point the company should either provide a refund or state, "We choose not to give you a refund despite patently failing in our responsibility." That is the termination point I would accept.

Regards,

Review: Friday, August 30th, I rode a "megabus" from [redacted] My reservation was [redacted] My complaints are:

1) The bus had no A/C. The outside cooler than the inside when we arrived in [redacted] Everyone was sweating all over their seats. Imagine being in a submarine underwater in the Caribbean in the middle of summer with no A/C. This is not a personal complaint about my A/C vent. The bus had no coolant for the air. It was just blowing hot air into everyone's faces.

2) The bus was not a megabus. It was an old, smaller-seat bus from [redacted] with no A/C, no electricity outlets, and no wifi as advertised by megabus.

3) The bus was 30 minutes late to its destination.

I returned back on to [redacted] a few days later with reservation [redacted] This bus was completely as advertised, and I had no problem with it. Most of my rides with megabus have been pleasant like my return trip to [redacted] However, my ride to [redacted] is unacceptable and is not up to the standards of megabus I have become accustomed to.Desired Settlement: I want an immediate refund for my trip to [redacted] Cash or travel credit. An apology would be nice too.

Business

Response:

We apologized to the client and offered a one way complimentary ticket for future travel.

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: Paid to ride 8pm bus from NY to DC. 8pm bus was cancelled and I was inconvenienced. Couldn't board next bus until over a hour later. Megabus promises "reliability" I would like for them to be held accountable for this.Desired Settlement: I would like to be refunded.

Business

Response:

I do apologize for the inconvenience. However, our tickets are non-refundable. Unfortunately, we do not compensate for that time frame of a delay.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Where is this stated in your policy?

Regards,

Business

Response:

It's statedin our Terms & Conditions on our website. 2. 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. As far as our internal policy when we would give compensation for a delay we are not allowed to share with the public.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Megabus did "fail in its delivery of service". My service was cancelled and I was inconvenienced.

Regards,

Business

Response:

Your service was cancelled but you was accommodated on another service. There will be no compensation for this matter.

I called the (877) 462-6342 customer service number this morning at 8:42 AM. I called because I needed help with the website and needed help changing a reservation. I have 2 reservations that I wanted to trade for another day. The woman told me over the phone to go to the "Home" page and put in my reservation numbers. I was only able to put one in and the other, I had no clue where to put that in. As I am sitting online trying to perform this change, the prices went up and the seats were reserved while I was trying to perform the task the woman gave me. I am frustrated because the prices are way higher than when I bought my ticket! AND THEN the website was not letting me make the changes for "3" people that are on the original reservation. Very frustrating! I called back and was told that I can put 2 reservations into one so that I use my funds towards the new reservation. After trying for a while, I gave up because the prices went up. Also, when I tried to make a new reservation, the seats miraculously reappeared and were available. VERY FRUSTRATING!

After waiting 45 minutes for the late bus passnegers were notified by the baggage loader the bus will be 3-5 hours late and MegaBus does not pay him overtime and he is going home.

Megasbus sent out an email 2 HOURS after the bus was suppose to be there telling us to stay there and the bus will be there soon (mind you it was low 40's outside). Well, I was already in route back home. Megabus does not want to refund the ticket but offered a free ride. I do not need to ride Megabus anymore nor do I want to. I have had many tickets that were not able to be refunded to to their policy SO THE FREE RIDE OFFER IS NOT REALLY FREE IS IT!?. It has been bought and paid for many times over by many customers!

I have never had a worse experience with a company than what I have experienced with megabus this week. There were about 15 of us waiting at a stop and the bus never showed up. A few of us called and the customer service team was telling us they didn't have any information and the bus may be late. I waited until an hour after the bus was supposed to depart and called again, only to be told I would have to purchase a new ticket for a later bus (and more expensive I might add) and "maybe" be refunded for my purchase if I emailed them. I had to get back to Chicago, so I purchased the ticket and sent an email to customer service. The response time from customer service was a ridiculous 5 days to answer an email. I wrote a professional email, calmly explaining the situation and asking for a refund for the inconvenience. 5 days later, megabus sent me an email back saying the GPS showed the bus left from the correct stop. Again, this clearly was not the case. Now I've been told by customer service that I am lying to them. I took to Facebook to try and get some help. They asked me to private message them, which I did. It took them well over a day to respond, and that was after I posted another message to their wall. At this point, I've called twice, emailed, tweeted at them twice, wrote on their public wall, and private messaged them, with no resolution or even a refund of the extra ticket I purchased because of their mistake. Finally, they private messaged me, telling me they would only refund the less expensive ticket I purchased because they "checked the GPS" and determined the original bus didn't leave from the correct spot. Keep in mind, the first email they sent back told me the GPS was saying the bus did leave from the correct spot. I continued to ask that I be refunded the difference between the cheaper ticket and the more expensive ticket, and there was no answered until people started commenting on my public post to them. I cannot believe a company of this stature has such an infuriating customer service team.

Review: I booked a trip in April (Order number: [redacted]) and went to their website to see what I can do with the trip because I was thinking about rescheduling it. By accidentally clicking on a button, without any confirmation asking “are you sure you want to…?”, the website cancelled my trip.

But I do see several a line of text saying:

"You have $29.00 credit towards a new journey. Please use the search and buy to find a new journey."

So I thought, this is great I can use it for my next trip.

However, when I’m going to book another trip this week, I found no way to use this credit. I emailed their customer service and they ask me to call [redacted], which I did:

I got transferred a few times and ultimately what everybody said was I cannot use that credit because of terms and conditions. But I told them my stance was:

1. I didn’t mean to cancel that trip yet their poor web design did. Poor website usability.

2. The website told me I have $29 towards a new journey, which means they told me conflicting information.

3. Consumers shouldn’t pay for their poor website design.

Then she said she you can only use that $29 within certain timeframe but she didn’t say what timeframe. The website didn’t tell either!

I then asked to speak with her manager, she said her manager is in a meeting, and what she said is what the upper management would say as well.

I have no other resort but told her, okay, I’m going to report to Revdex.com then. She told me “Good luck with your Revdex.com complaint Madam.” and hung up.

This call was made at 11:10 am Pacific time on on 7/18/2010 from cell phone area code [redacted].

I like Megasbus’ service their staff is friendly and bus is clean but this experience is so bad that I won’t take it any more. I do the route from [redacted] to [redacted] a lot and they not only lose way more than $29 but the precious customer trust.Desired Settlement: Improve your web design please. I cannot stand poor usability like this and I don't want other customers experiencing same situation as me!

Business

Response:

Please be advised as per our terms and conditions should the subsequent reservation be less expensive than the initial reservation, no payment or further credit will be made to the customer and all unused credit will be forfeited. If the initial amount paid is less than the cost of the subsequent reservation the customer must pay the difference when completing their new reservation.

Review: I purchased ticket which was to redeemed on 7/5/13. Passenger (son) Missed bus ,"he said because, he alleges that the place where the bus normally picked up passengers had relocated to another area ",and when went to the right place the bus was already leaving. This happened in [redacted] which no other bus would becoming back to that area on that particular day. Mega bus refused to accommodate in any way. The people we talked to responded by saying that he missed the bus, therefore we will not do anything concerning this matter. I realize Mega BUS is no [redacted] who would just have printed out another ticket.Desired Settlement: I would like my money back or some type of compensation concerning this matter. TICKET NUMBER WAS ABLHYQ.

Business

Response:

Unfortunately, all seats on Megabus.com are sold on a reservation basis and you must travel at your specified time and date. Customers must be at their departure point at least 15 minutes before their selected trip is scheduled to depart so we can depart on time. Unfortunately no refunds or credits can be given in instances where customers miss the bus; however, reservations can be changed on our website up until 24 hours prior to departure. Also, please be advised all bus stop locations are stated on the website when booking your trip and on all confirmation emails which client's receive after purchasing their reservation.

Review: I tried to book a ticket with a Megabus representative on the phone. She informed me that the credit card did not go through after I provided the details and it seemed there were some computer issues. I abandoned my purchase and went online to book instead. However, my credit card was charged for the attempted phone purchase and I have tried to call Megabus, there was no representative I could speak to in person, even after escalating to the manager. I then was advised to submit an email for my inquiry (with a 1.5 day lag between each response), and the response received was that I had to call a different phone number and then leave a message. Again, I was unable to speak directly to a person and so far my dispute has not been resolved.Desired Settlement: I would like my charge to be refunded without further delay.

Business

Response:

Contacted client for further information. Awaiting the client to contact us

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.]

This matter has already been taken care of at the late time the business reached out to me.

Regards,

Rode megabus on 8/5/2015 from Lexington, KY to Knoxville, TN at 10:55 AM. Bus was 90 minutes late, but they did text and email me and let me know. Bus was full. I think for the great price, it is a good experience.