Megabus.com

Review: I was verbally assaulted by a Megabus driver. He initially refused to take my luggage (although it was within the allowed size and weight) saying that it was his bus and he made the rules. He then threatened not to allow me on the bus. He then told me if he heard another word from me he would kick me off the bus. He also tried not to allow me on the bus, pretending that I gave him the wrong confirmation number. My parents witnessed this entire encounter. He told them I better sit at the back of the bus. I never was out of line or raised my voice to the driver. I complained via twitter, phone, and e-mail to Megabus. They said they would have a response in 2 weeks. Now, 4 weeks later, they just said "We looked into it." They refused to give me more information or to reimburse me for the trauma I experienced (The driver was verbally and physically intimidating).Desired Settlement: I would like my entire trip refunded. I also would like to know more about the consequences received as several other customers felt threatened and complained about him too.

Business

Response:

Sent client an email requesting reservation number and detailed complaint for further assistance.

Review: I am a 71-year old senior, disabled veteran and a VERY dissatisfied customer. My friend and I flew to Birmingham, Al for an 80th birthday celebration with plans to rent a car to leisurely return home and see the sights. Unfortunately the drop charges were too costly for a one-way rental. On the morning of travel my daughter informed us of the megabus rates scheduled from Birmingham, AL to Atlanta, GA to Chicago, IL. We called the ###-###-#### number at 9:52 AM and reserved two seats on Wed, [redacted]/2014 to leave Birmingham at 11:45 AM. Unfortunately the person who was to drive us to Birmingham was late picking us up. We immediately called back to reschedule for the bus leaving the next day, Thurs, [redacted]/2014 at 11:45 AM. We understood there were no refunds and it was our understanding that we had 24 hours to reschedule which was within the 24 hours. But the young lady said we would have had to call 24 hours before the original date and time of Wed, [redacted]/2014. Now we had just made the reservation that morning so how could we call 24 hours before the day the reservation was made. We argued that it was 24 hours before the next day travel but she was adamant and refused to reschedule. We asked to speak to a manager and was told the manager wouldn't help us, that she had the final say. We finally made it home but we're out $169.00. It was the cheapest rate in comparison. But a deal isn't a deal if there's no customer satisfaction. The confirmation sent to phone [redacted] is:(D)[redacted] ($22.00, $11.00 per senior) Wed [redacted] 11:45:00 CDT 2014 from BIR to ATL(D)[redacted] ($122.00, $61.00 per senior) Wed [redacted] 16:10:00 EDT 2014 from ATL to CHIDesired Settlement: Total charge to my debit card was $169.00, including taxes and fees. Since we were NOT ALLOWED to reschedule for the next day, this amount should be used as credit for two roundtrip tickets go Lexington, KY next month to my granddaughter's graduation at [redacted] University. I was trying to email my complaint directly to Megabus but I could only find the reservations sites. Thanks to a study release by [redacted] and by googaling Megabus Headquarters I was able to find the company

Business

Response:

As an apology we would like to offer you a 2 round trip 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.

Consumer

Response:

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

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

Regards,

Review: I purchased a one way ticket threw Megabus.com for my son on Thanksgiving day to go to Chicago Illinois and join his father and family the day following Thanksgiving. His bus was suppose to leave at 11:45pm from the Megabus stop which I have droped him off at several times. I arrived at the Mega bus stop fourty five minutes earlier than the bus was suppose to arrieve at 11:00pm. Me and my son waited in the car and there were five other people waiting as well, two people were waiting out side and three people were waiting in a car. Around 11:40 me and my son saw a Mega bus turning the courner of where the Mega bus stop is and kept going. This bus was labled Chicago, Milwalkee. The other people waiting saw the bus keep going as well. The bus never came into the lot were ther people were waiting. We all assumed that this was not the bus. Around 12:00pm antother Mega bus passed the lot as well. At that time I drove over to a yound man who was standing out side in the cold waiting as well and asked him did the mega bus still stop at that location he said yes but it is late. I also asked a police officer whom had drove up to the light on Washington street was this the correct stop for the mega bus and he confirmed that yes. So me and my son waited. I then tried to call mega bus and they were closed. I waited up until 1:20am an the bus never came. When I called Megabus that next morning I got the unexpected, I explained to them that my son and I were waiting for the bus I confirmed the location that we were at and I told them that the bus never arrived to pick anyone up in that location. I was put on hold and when the representative came back I was told that the bus came at 11:56pm at that location and arricved in chicago the following morning. I called several times asking for a manager and they refused to resolve this issue. They also refused to give a refund of my money. I have emailed them and they refuse to return my money.Desired Settlement: I was told to email [redacted] several times. I emailed this address and explained that the bus never came. They keep insisting that the bus came however I have proof that the bus never came. I would like my money back from Megabus. My son was very disappointed that he was not able to go to Illinois and expecially the fact that Megabus is stating that the bus came and it never did come. I would like for megabus to prove to me that the bus came. I would like some real proof that the bus came at 11:56 bacause the bus never came while I spent three hours of my time waiting.

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 9[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I had purchased a bus ticket online from Secaucus NJ to Washington DC for October 27, 2013. When I arrived at the bus stop in Secaucus, NJ, I saw only one bus (it was approximately 10 minutes before my scheduled departure time) and talked the driver, showed him my reservation information on my phone, [redacted]SEC-WAS, leaving at 2:25 PM. Then the driver allowed me on the bus. We then began to drive away from the station and I noticed we were heading north. I asked when we would arrive into DC and the driver said the bus was headed to Boston. This happened about 30 minutes after the bus pulled off and the driver accused me of being at fault and said I would have to go to Boston and figure it out there. He said “say what you want but it’s your fault.” Also, the driver admitted he had not been completely checking the customer’s reservations and to paraphrase, he said “I guess I read the wrong time on your reservation” .The bus driver's name is [redacted]. The time of this incident took place between 2:25 pm and 3:20 pm. At 3:30 pm – I called ###-###-#### inform Megabus of the situation and how I needed to get back to DC but there were no more buses leaving from Secaucus NJ. I was informed to wait for an email with further directions as to how to proceed. 3:50 pm- I had not received any further directions regarding my situation so I called my sister to pick me up (she lives in Lyndhurst NJ) and I had to purchase a NEW ticket from New York City to Washington DC – reservation number [redacted]-NEW-WAS for a total price of $46.25. I had to purchase this ticket as it was my only option – there were no more buses leaving from Secaucus NJ. I received an email from [email protected]’ on October 30 stated the corrective action has been taken. There was no mention of a refund. I called back the same day and submitted a new complaint about the complaint. I received another email saying the decision was final.Desired Settlement: I would like a refund of my ticket(s). The original ticket I had purchased from Secaucus to Washington DC for $24 was never used because I was on the wrong bus. I was forced to purchase a new ticket from New York City to Washington DC at $46.25 - a ticket I would never have had to purchase if the bus driver has looked at my reservation properly. This is more than just a complaint, it is also a security issue. Seemingly I could type up similar information and get on a bus for free and with no "paper trail." Megabus drivers have lists of reservations and usually check in each passenger, there is a reason for this. I would like a refund for both tickets (total of $ 70.25, ticket 1 - $ 24.00, ticket 2 -$ 46.25) as the fist contract was not properly executed, as the Megabus driver did not properly do his job with resulted in the purchase of the second ticket which was my only option.

Business

Response:

Client was refunded for both tickets

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 had a trip planned to Buffalo NY on August 15th to August to August 19th. I had a family emergency come up on the 14th and I wasnt able to make the trip. I contacted Megabus via phone and no one ever answered. I also emailed them and received an automated response saying within 5 days they would get back to me. That was sent out on the 15th and it is now the 23rd. No one has contacted me.Desired Settlement: I would like to be able to reschedule my trips to a later date.

Business

Response:

Passenger is allowed to reschedule trip. Advised to contact our customer service department

Consumer

Response:

Review: [redacted]

When you say reschedule the trip, do you mean both ways? My original trip I had bus rides to buffalo from new york and from buffalo to new york. I just want this to be confirmed. I tried reaching your cs today and I wasnt able to get through. Is there a different number I can call?

Regards,

Business

Response:

Yes, you are able to reschedule your round trip ticket.

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,

I was on a schedule trip from Rensselaer-Albany to NY,NY the bus was suppose to arrive at 10:50am. It didn't show up until well after 11am. The driver never stated that anything was wrg we started on the journey. He stopped again unscheduled at a rest stop never communicating as to what the issue was. This bus also stopped again in Rhinecliff NJ again unscheduled. Was not on the itinerary that I received from Megabus. Needless to say the bus was 45min late to the destination. This may not have been an issue if the driver communicated what was going on so people could have called and made arrangements for prior engagements and connecting transportation. I call Megabus to see if anything could be done I spoke to 3 reps the first was the rudest Louis Angels ( wonder if that was even his real name). He told me he was sorry but there was nothing that could be done to compensate a portion of the trip,because of the lateness. He said because the trip wasn't an hour and a half late. I asked were does it say that at, he stated in the cancellation section of the website. I stated to,him that I didn't cancel the trip so why would I look in the cancellation section? He stated again nothing could be done but he was sorry. I asked to speak with a supervisor and it seemed as if they were speaking off of a script. He stated repeatedly that I couldn't talk to a supervisor that they could not help me. I stated that I would like to voice my complaint with someone who maybe able to help me please let me speak to a person other then the person who answers the phone. He stated the supervisor was too busy to help me and doesn't talk to customers. I have never dealt with a company like this that a supervisor would not talk to you. I was expecting a refund of the trip but a compensation for the inconvenience of the delay with the lack of communication of the issue. But this has soured me on this business. They have a lack of customer service at their call center. Even after I was told in a prior email to contact via an 800 if the answer wasn't satisfactory. What use to be my first choice has now become my last choice because of the service from their customer service department.

Review: I put my mother on the bus traveling from Atlanta ga. to colubia SC. We saw my moms bags being put on the bus but once she arrived in columbia her bags were not there. Plain and simple Megabus has failed to deliver a service that would allows for passenger to collect there items that Magea bus took into their possesion. prior to boarding. They are resposible for her missing bag. They have nothing in place to reasure the clients that everything is done above board. Their responce to me is I'm sorry for the inconvienence. that is not good enough now that I have read thoudsands of complaints about this very thing. I'm starting to think this is simply a scam!!!Desired Settlement: I personally would like a class action laws suit against the company.

I want my mothers traveling bag and her items back.

My mother wants to be compensated fully.

Business

Response:

The lost and found supervisor will contact the client on 6/23/2014 regarding the lost luggage.

Business

Response:

The lost and found supervisor will contact the client on 6/23/2014 regarding the lost luggage.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Im still waiting on [redacted] to call me back. She has asked me to give her some time to look into my missing items.That was on thursday June19, 2014. at 10:22am, I have yet to here from her. I WIL NOT go away!!!. She stated she will contact me regardless of what she finds.I was sent a insurance claim form to fill out. I did so but still have no idea of what's next.I'm still very angry and dissatisfied and believe that this is something that happens quite often. Passenger getting their travel bags stolen daily. Cameras need to be placed near the bus sight to prevent or discourage workers from stealing peoples items. A check-in system should be put in place like the airline or greyhound, even if it means charging a little more. workers need to be held accountable PERIOD. something must be done about this MAJOR PROBLEM MEGABUs has and the President/CEO should be ashamed of himself for contkuing to allow this. I am 100% certain he knows of this problem!!!!!!!!! 100%

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Im still waiting on [redacted] to call me back. She has asked me to give her some time to look into my missing items.That was on thursday June19, 2014. at 10:22am, I have yet to here from her. I WIL NOT go away!!!. She stated she will contact me regardless of what she finds.I was sent a insurance claim form to fill out. I did so but still have no idea of what's next.I'm still very angry and dissatisfied and believe that this is something that happens quite often. Passenger getting their travel bags stolen daily. Cameras need to be placed near the bus sight to prevent or discourage workers from stealing peoples items. A check-in system should be put in place like the airline or greyhound, even if it means charging a little more. workers need to be held accountable PERIOD. something must be done about this MAJOR PROBLEM MEGABUs has and the President/CEO should be ashamed of himself for contkuing to allow this. I am 100% certain he knows of this problem!!!!!!!!! 100%

Regards,

Business

Response:

The client was sent an insurance claims form on 6/23/2014

Business

Response:

The client was sent an insurance claims form on 6/23/2014

Review: On Monday 10-23-2013 I made a search for a bus trip to Washington DC by bus. The date I was searching was Thursday (10-26-13) and I was given a given a time to depart of 3:45 am from Christiansburg,VA and arrive in Washington Dc at 8:15 am. So I selected that time and the return from Washington was 2:00 PM. when I click to send for payment the dates was the same as requested but the AM on the departure was converted to PM. When I noticed that error I called to request clirafacation, I was told that the route was cancelled. So I asked for a refund and was told I had to file thru there customer service. Which I have done on several attemps and been denied. I have selected Revdex.com to help me solve this problem.Desired Settlement: I paid a total of $41.00 for the desired trip but was unable to take it because cancellation of the 3:45 am departure.

Business

Response:

Client is allowed to reschedule

Consumer

Response:

I am asking for a full refund because the website had wrong time for the departure of the bus schedual. Only a full refund will be accepted

Business

Response:

Passenger was refunded on 10/22/2013.

Review: I bought 3 tickets for kansas city to Chicago Sep 5th 2013., for 108.50 The bus was late that night, I thought I missed the bus and came back home. I called to re use the tickets for the next morning and was told that I had to repurchase the tickets. My birthday was on the 6th of SEP so I bought the tickets again for 117.50 and was told that it was their discretion to do a credit, I was also told that they would reply within 5 days and never heard from them. I then bought return tickets for 75.00 for 3 tickets to get back home. Its only common courtesy to refund the 108.50 my credit card number is And it would be nice to see a credit for the 108.50.Desired Settlement: I just want the 108.50 credited back to me. I did spend 192 dollars for 3 people roundtrip besides the 108.50 I expect you to do the right thing. And I will not stop until I am SATISFIED.

Business

Response:

Client was refunded

Review: I purchased two tickets for Knoxville, TN (departure time of 8:10am). We arrived at 7:01am and the 6:50am bus had not yet come. We waited until after 9:10am, still neither bus had come. Customer service hung up on me and refused to transfer me to a supervisor, because I asked for a refund, because I had a scheduled appointment at my destination, and I would not make it in time because the first bus would have to take the 6:50am people. That would require us to continue waiting, without an accurate arrival time. I finally received an email at 9:22am, however there was still no bus for either departure time. I ultimately had to pay to catch the train back to my car, and then drive. I want my money back! It's not a lot for them, but it cost me more due to their misguided scheduling.Desired Settlement: Schedule their departure and arrival times accurately! Stop assuming people are not important, and they have hours of their time to waste. If their website stated two hour, or more, delays, then no one would purchase in the first place! They need to provide refunds, and supervisors to handle escalated calls. Also seating should be provided for the elderly and infirm, while being forced to wait two hours, or longer!

Business

Response:

Passenger was refunded for the inconvenience on 8/31/2015.

Consumer

Response:

Review: 10788376

I am rejecting this response because: I was only refunded partially. I purchased two round trip tickets, and I ended having to drive. Therefore, I was unable to use any of the tickets. I requested a full refund, not just for a one way refund. I spent over $120, not including the tickets, which is almost 10 times the price of the tickets. Thanks to their poor scheduling and poor customer service. I want a full refund for the round trip purchase.

Regards,

Patrecia Ruiz

Business

Response:

Unfotunately, we are only able to refund the affected trip. The passenger can request a refund for the return trip and send documentation showing that the return ticket was not used to [email protected] for consideration.

Review: I bought 4 tickets through megabus travel bus tickets more than 30 days in avacnce - trips from nyc port authority to atlantic city march 8 march 15march 23 march 25- I paid $2.50 for each round trip travel ticket total $10.00 charged on my credit card 2-10, 2-18 1-31, 1-24 $2.50 charged on my credit card online- yesterday feb 27 they sent me e mail regarding all 4 trips that all four trips were canceled by them noy me - and I get $1 back for each one - taht is not my fault - so they muct refund teh entire amount- otherwise I ddint ask tem to charge my card for nothiong I should not be penalized- or I see on those dates theer was a trip at 4 pm instead o the 3 pm trip scheduled on march 8 and 15 - in past they let you take next available trip- they cancelled and kept more than 1/2 th money charged which is wrong so I wanta full refund- as aadditional charges problem were not caused by me but by themDesired Settlement: refund the rest of the $6 or the charges were unaythprized - tehy cancel not me- so I want a refund in full to my crdit card

Business

Response:

I apologize for the inconvenience we only refund the price you paid for the reservation. Unfortunately, our facilities and booking fees are not refundable. You paid $1.00 for the reservation and $1.50 for the booking fee totaling to $2.50.

Consumer

Response:

Review: [redacted]

megabus is criminal scam- they have cancelled my reservation to travel and a massive amount of others after we prepaid the trip one month in advance- they have a written policy to allow customer to travel oin same trip if it is given immediately before or after cancelled trip- which my trip has- but because they are criminals they hope customers will pay again for same trip plus a second booking fee- my company is aware of their fraud and I know I will get refunded- but Revdex.com should take action because they have gone against their own policy and are charging 2x - this is unauthorized charge on my credit card as well - they are not authorized to charge my cc for nothing-

Regards,

Business

Response:

I apologize for the inconvenience. Megabus.com for safety reasons does not keep any credit card information on file. Again I do apologize but there will be no further compensation for this matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

this company run by criminals- they have world pay charge my card they paid me back $1- so how did they do that- the company failed- they are a fraud and a scam- they advertised ticket for travel and I paid 1 month in advance- last week they canceled 5 of my perpaid trips but refused to refund booking fee- they cancelled all reservations to travel - their written poilcy is to let customer travel same trip ifit is given immediately before or after cancelled one- which all 5 have- so they did cancel making me have to pay twice for same ticket plus an additonal booking fee-- thsi s criminal and outrageous and an unauthorized charge on my credit card-= they ddi not answer the complaint but avode with baloney false excuse- law enforcement needs to know- unauthorized stealing of crdit car use of customers- they were not authorized to charge my card for nothing scam and fraud

Regards,

Review: On Aug. 31, 2013, I took a trip on Megabus from NYC to Syracuse, NY. My ticket price was $43.50 for the ride. I travel a lot and was just finishing up a 6 week stint on on the road. When I got there, I learned that my bag that I normally use as a carry on on any major airline was considered a second bag and the attendant told me I would have to pay an additional fee. I was annoyed at that fact, but didn't worry too much and agreed to pay the fee. However, when he looked it up on his computer, he said the additional fee was $70...almost twice my ticket price! At first the attendant was taken back on the price and thought it was a mistake, but when he went to talk to the other attendants, they told him no that was the price from corporate. He came back and apologized, agreeing that the fee was astronomical. By that time, the bus was already loaded and ready to leave, so I gave him my credit card to charge the $70. There was no mention of this fee on my ticket and when I got home, I checked the luggage policy on Megabus' website, where it makes no mention of this additional charge. In fact, it does state that I could have just purchased an additional ticket, which would have been much cheaper and the bus was not even full. If I was told that this was an option, when they presented me with the $70 fee, I would have gladly taken it. I have looked all over the website and cannot find mention of this fee anywhere. If I would have known that there was such exorbitant fees, I would have simply flown or looked into another bus carrier, all of which would have been cheaper options. When I contacted Megabus, they reviewed by claim and sent me the following email, "Please be advised that this is automated price and the agents do not control the pricing for the tickets. Unfortunately, we are not able to offer any compensation for the price of the ticket. We do apologize for the inconvenience." If this was an automated price, they should have made it known on their website.Desired Settlement: I don't mind paying a fee for the small bag, even though it is usually my carry on, however I don't think the $70 is a fair price, especially when it was not included in their luggage policy on their website. I am requesting a partial refund and in the future, Megabus should list these additional fees so consumers can judge for themselves if they are really getting a good deal or should opt for another company or mode of transportation. I would be willing to pay another $43 to buy another ticket for my small bag, but believe Megabus should refund the other $27 I paid.

Business

Response:

Client will be refunded $27.00.

Review: (This is a copy of the email to Megabus)

Once the woman began checking tickets she checked our tickets and then said that my carry-on baggage was considered something that needed to be checked and we would need to purchase another ticket. Then quickly left us without further explanation and onto the next customer. I tried to purchase another ticket and was not able to because they were sold out. When the bus driver emerged I approached her and she litterally turned her head from me and would not say a word to me. I was within three feet of her asking, "mam, can you assist me" and she stone faced would not look at me. Completely ignored me along with the rest of the staff there. I brought the same carry on bag that I have on my previous visits with Megabus. It is considered carry on luggage. If I were to walk into a luggage store and asked for carry on luggage, this is the bag they would give me.

The bottom line is that your staff failed to acknowledge me as anything let alone a person. COMPLETE disregard for customer service. As the bus was boarded I asked the last passenger if they could please claim my "carry on" as theirs to which one of the baggage personel said to me, "Don't try that [redacted] with us we are not stupid, we saw you when you arrived with your bags" That's pretty vulgar. If numerous people on that bus had not put a bag into underbus storage, why couldn't one of them let us use the space provided that wasn't used?

The bus then closed doors and left me and my pregnant wife in the middle of Pittsburgh at midnight, stranded. None of your employees would give me their names or say anything to me. Passengers on the bus were also in disbelief over the issue and were booing at the employees. I can't believe the service your staff provided at this location. I have also sent this complaint to the Revdex.com. I would like to be reimbursed for these two tickets I have purchased.Desired Settlement: I would like my money back.

Business

Response:

customer was refunded on 6/10

Review: My family (70 year old parents and 6 year old child) was scheduled to return from Miami to Orlando on June 19, 2015 at 11:00 am. Before departure, the bus stopped working. They were told that a mechanic would be there to assist within 45 minutes. There was no mechanic. They were then told that a relief bus would be there to collect the remaining passengers (many sought other modes of travel) at 1:30. After I phoned the customer service hotline, I was told that there would not be another bus until 3:10. My family has been sitting in a parking lot in the middle of a Miami summer for 4 hours, with no credible information and no foreseeable compensation.Desired Settlement: A refund or some other sort of compensation is warranted. A 4 hour delay is unacceptable for a company of this size. There needs to be a better system in place in the event of an emergency as it pertains to keeping the passengers abreast of how the situation is being handled. Having your customers wait in a 99 degree heat index for no fault of their own is absolutely ridiculous.

Business

Response:

I reviewed your account and noticed you are entitled to a refund. I processed your refund today in the amount of $75.00. Please allow 3-5 business days before the funds become 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 am requesting that this be taken to a supervisor. This is not acceptable to me. On the one email it said that it would be forwarded to the loading supervisor due to the lady trying to BRIBE me, but the vulgarity and unsafe nature on the bus was never addressed!!!! You also assured me that this would be handled accordingly and not refunding me is NOT handling this accordingly. I had to save a lot of money to take my kids on this trip, and at the very least deserve a refund for the way your employees conducted themselves. I would like to ask again for a refund and if not, I would like a reason as to why this is not happening. I am bewildered that this was not offered to me before I even asked, and then when I did ask, to be denied! Heather

From: [redacted]] on behalf of [email protected] [[email protected]]

Sent: Sunday, May 31, 2015 7:47 AM

To: [redacted]

Subject: RE: Fw: customer service UNRESOLVED [redacted]

Dear [redacted],

I do apologize however a refund cannot be provided at this time. The agent has been reported.Desired Settlement: complete refund

Business

Response:

Your complaint was forwarded to our operations department. I can assure you the appropriate measures will be taken to avoid a re occurrence. Megabus.com is a curbside bus service. We do not have stations, shelter, security, etc.. The reason you are being denied a refund is due to our terms and conditions. Terms & 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is ridiculous what occurred. I will never recommend this business to anyone. I am contacting my local news stations and taking this to social media ([redacted])if compensation does not occur.

Regards,

I had a particularly unpleasant experience this morning with Mega Bus. I was scheduled on an 11:59pm bus from Boston to Baltimore on Monday, August 17th. I arrived at the station two hours early in order to get a good place in line for boarding. At 10:04pm after arriving I received an e-mail message from Mega Bus stating that the bus is behind schedule and will arrive 90-120 minutes late. Being there early, I was obviously frustrated, but things happen and I realize that there is nothing I can do. My mother, who was meeting me in Baltimore, called Mega Bus customer service around 11:45pm to determine the estimate time of arrival in Baltimore. They informed her that the bus had broken down, causing the delay, but a new bus was in route to Boston and should be there in 60-90 minutes. Feeling hopeful, I informed all the people around me of the status and continued waiting.
Shortly after my mother called, at 12:16am I received another e-mail from Mega Bus stating that the bus is now scheduled to arrive 3.5-4 hours from the original scheduled departure time. I was confused as to how the status could change from 60-90 min to four hours in a matter of minutes, when there was supposedly a new bus already in route. I decided to call customer service myself and get updated information. The woman on the phone informed me that according to her records and the dispatchers report a new bus was in route and should still be there within 60-90 minutes from original departure time. I asked what the 3.5-4 hour message was about and she said that she does not have record of that time frame and that was an error. She said if the bus is not there within 90 minutes I should call back and they will send something out.
Meanwhile the 60 or so customers that decided to wait and stay were all camping out in sleeping bags and pillows in the bus station trying to catch some sleep. We were the last guests left in the station. There were staff from other bus companies: Lucky Star and GreyHound still in the station for arrivals until after two in the morning, but no sign of Mega Bus personnel anywhere. The electronic arrival/departure time boards were not updated and still read that our bus was on time at 11:59pm, the Mega Bus website also reflected this. The uncertainty left us all disgruntled, but still being within the 90 min time the customer service agent assured, we waited.
When 2am came and there was still no sign of the bus I called customer service as the last agent told me to do. I was greeted with their automated voice message that told me to call back during normal business hours between 6:30am and 1am. I was confused as the prior agent I spoke with told me to call back after 90 min. Furthermore why would the customer service office close when there are still more than 60 people waiting for a bus that has yet to arrive? Another bus arrived to drop off passengers around 2:30am, but left empty—presumably to park for the night. We received no updates between the 12:16 e-mail and the 4 hour mark as to whether the bus was still on schedule. 4:00am came and still, no bus.
Finally, at 4:05 a bus traveling from NYC to Boston arrived and dropped off passengers. Some of the guests approached the driver to try and get some answers, but he knew little and said that this bus could take us, but we needed another driver. He went to park the bus and then left—again we were left with no answers. At 4:37am we received another message that our bus would be leaving Boston in 15-30 minutes and to stay in close proximity. Thrilled to finally be headed to our destinations we boarded the bus around 5am. However, the bus was still filled with the previous passengers’ trash and crumbs everywhere. Why were we unable to board for an hour if it wasn’t being cleaned? After an almost 6 hour delay, we departed the station at around 5:40am. I finally made it to Baltimore at 2:20pm after the longest 16 hours of travel.
This experience has left me completely dissatisfied with Mega Bus and their customer service has lost me as a passenger. An hour or two wait is annoying, but almost six hours is unacceptable! Why could they not have used the bus that parked around the corner? There are also several other Mega Bus ports in VT and CT within a two hour drive where staff could have gotten buses from. It seemed they were not concerned about their guests at all. What’s worse than the wait is the not knowing any information. Customer service should NOT have closed at 1am if there were guests still waiting for a bus. Not only should they be there to ensure the customers are taken care of, but they should have been available should we have safety concerns. They should have continued to update us over the course of the night so we knew the bus was coming. The way this situation was handled is disgraceful. There was never an apology and never anything offered to help make us more comfortable while we waited. I will not use Mega Bus again until they work out their customer service department to ensure they are THERE for the customers!!!

Review: I purchased two tickets for a roundtrip DC-Raleigh Durham for Nov. 9 and a return scheduled for Nov. 10 2013. I realized that I had scheduled the wrong week, and I needed my money back to purchase a ticket that my budget could afford and at a later date. They clearly refused to give me my money back. I highly believe that this company SHOULD CHANGE ITS POLICIES OR CLOSE ITS DOORS. They DO NOT CARE about their customers. All they care about is how to get money from you and they will not give you YOUR OWN MONEY BACK. The economy is tough. I only had that much money in my account, and I had no other money to purchase another ticket somewhere else or even put gas in my car to drive myself. I made a simple mistake, and I called them within 30 minutes to cancel the reservation and get my money back. I have talked to three different people at their customer service, and they keep telling me that I can't get a refund. I spent $117.50. I caring for my young children all alone, and that money could go toward something THAT I COULD ACTUALLY USE. They rip people off, and they are selfish. If you don't provide a service OR someone doesn't want to use your service anymore, THEY DESERVE THEIR MONEY BACK, PERIOD. Please, Revdex.com, investigate this company and SHUT IT DOWN. They are NOT SERVING CUSTOMERS AS THEY SHOULD. AND they are not reliable. The drivers are RUDE and the baggage people are RUDE. They are unprofessional and careless. I need that money back to keep food on the table for the next few weeks. And I will not spend it on something I will not use. Thank you!Desired Settlement: I need my $117.50 BACK that I actually worked for. Reservation 1: [redacted]DURReservation 2: [redacted]-DUR-WAS

Business

Response:

Client is able to reschedule their trip.

Review: I purchased 2 tickets for a megabus trip from buffalo to Ohio. The tickets were for my five year old and myself. On my confirmation email it clearly says I am seat 17&18. Two days later a past consumer of the company tells me that us so crowded going to ohio that you may not be able to seat with your son. I didn't think that was true so I call the company to find out. Customer service tells me that my tickets means that they count the number of seat and don't over sell them but there is no seats together. I can go to the bus at the proper time (possibly a hour early) which will increase my chances of sitting with my son (which is a minor). I explained the situation to them several times and they said even though I brought the tickets together there is no guarantee that we will be allowed to sit together. I explained that my son is 5 and will be very scared to sit alone, especially since my final destination is Chattanooga, the total trip would be 17 hours. I told them that this is unsafe for him and is against the law to leave a minor unattended. They said that is there policy and that I can take the chance that maybe there will be two seat together or someone will be nice enough to give up their sit but there is no guarantee we can sit together. I said I need a guarantee for me to ride on there bus or my money back. They had me email customer service. Several calls and emails later. They said they do not give money back. Even if that is there policy, they should make it clear that passengers may not be able to sit together. This bus ride is unexceptable for me and my son. If my son was over 12 I may have considered it.Desired Settlement: I am now making other arrangements to get me and my son down to Chattanooga. All I want from this company is my money back.

Business

Response:

We have refunded

Review: [redacted] This is the reservation number I printed from the megabus.com website 11 hours before my bus was to depart. I showed up at 6:00am, 15 minutes early as instructed on my ticket. I ask someone who worked for megabus that was checking tickets at 6:15am and was told the Athens, GA bus was running late. I asked again at 6:35 and was told the bus had left. After calling the 800 number I was told the bus left promptly at 6:00am. The operator was obtuse and dodgy, would not let me speak to her manager to file a complaint, and tried to sell me a new ticket for 15x what I had originally paid for my ticket. They have a system in place that refuses to admit own wrongdoing and they are hiding behind a silly "no refunds" policy. A no refund policy does not entitle a company to simply change their terms/schedules as oft as they please. I am appalled at the lack of professionalism and utter disrespect shown by this company today. This is not how an American company should be operating.Desired Settlement: I would like a refund for the $15 ticket I had to purchase in order to make it home today. Also an apology would be greatly appreciated.

Business

Response:

Client was notified by email of the time change to his trip from 6:15 AM to 6:00 AM. The client was not charged for the rescheduled ticket fr $15.00 it was booked as a complimentary ticket. We apologized to the client for the inconvenience.

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 January 25th, 2014 my trip from Minneapolis to Milwaukee was cancelled by Megabus due to weather. I selected a refund instead of selecting a new reservation, as I needed to travel for the specified dates. I received an email stating that I would be refunded $10 when the cost of the round trip was $15.50. I can understand if the reservation fee of $0.50 may be non-refundable, but I should be refunded $5.00 for my return trip. Obviously, if I'm unable to depart due to a company decision there is no reason for the return trip. I was refunded the $10 for the departure trip but not refunded the $5.00 for the return trip. I tried calling the customer service number at [redacted] to receive a refund on the return trip but I was told to send a complaint to [email protected]. On January 25th, 2014 I sent an email and received an automatic reply from the company stating that the approximate wait time for a response was 5 days. On February 9th, 2014 I sent another email because I had not heard anything from the company. I also received the same automatic reply from the company. It is now February 16th 2014 and I have still heard nothing from megabus.com.Desired Settlement: There are 2 things that I would like to see happen. 1. I would like a response from the company either via email or by a phone call. 2. I would like to be refunded the $5.00 for my return trip (Milwaukee to Minneapolis) because the return trip was technically also cancelled by Megabus by proxy since their company cancelled the departure trip.

Business

Response:

Passenger was already assisted on 2/25/2014 with the remaining of the refund. We apologize for any

inconvenience.

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,