Megabus.com

Review: I purchased a ticket for a one-way ticket from [redacted] for $29 on 2/13/2016 and the following morning called to ask for a change in reservation to travel on 2/16/2016 for $17 ticket. I was told that if I went online to make the change it would be $2 fee. I tried making the trade-in only to find out that Megabus was deducting the $17 from the $29 and forfeiting the balance of the ticket and charging me an extra $6.75 to change my ticket. In essence. I was paying Megabus $29 + $6.75 = $35.75 for a $17 ticket that is being bought and changed on the same day. This is a rip off and poor Customer Service. They refused to let you speak to a supervisor and the agents were extremely rude. I am forced to shorten my business plan to return two days earlier to avoid paying monies I do not have since I am unemployed at this time.Desired Settlement: A letter of apology and compensation in the form of refund for the problems I experienced, days lost with my aging Mom and the rudeness of the customer service agents.

Business

Response:

When you trade in a ticket the cost of the initial reservation will be credited against the new reservation. If the new reservation is less expensive than the initial reservation, no payment or further credit will be made to you and all unused credit will be forfeited. If the initial amount paid is less than the cost of the new reservation you must pay the difference. This is stated in our terms and conditions that you have to agree to before purchasing a reservation. However, there will be no compensation for this matter.

Review: I made a purchase for someone else from the company, the person had an emergency which delayed them causing them not to utilitize the ticket at the scheduled time. I was informed there after of the situation and called their customer service with which I was promptly disconnected stating there was nothing they can do for me. I called back several times and was told they couldn't help me over the phone that I had to email inquiries[redacted] for assistance. I did so and was sent four generic response emails and have yet to get any assistance. I did not want a refund just the ticket rescheduled but after being dragged about by them I want my money back. I don't want anything else to do with this company.

Business

Response:

Please provide the number you used to call our company (your number) so I can research the call and better assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I provided my email and phone number several times already. This is a ploy to stall, I used telephone number [redacted]

Regards,

Business

Response:

We are compassionate to such unfortunate events and we generally do deviate from our policy of non-refundable fares in such circumstances. However, you stated your friend had an emergency. We require supplementary documentation, such as an obituary or hospital documentation to go forward. Travel Insurance Companies would also request such documentation to process any claim for a refund or trip reschedule. Such requests are standard practice and fortunately a reflection of what is needed to prevent fraudulent claims and pecuniary loss in today's society. You can forward the documentation via Revdex.com or you can fax our corporate office [redacted]

Review: Megabus condones unprofessionalism from they employees by allowing them to talk rudely to passengers and on my route from New Orleans on Sunday, July 13, 2014, the bus driver threw a tantrum by exiting the bus leaving all the passengers on the bus refusing to drive the bus until she felt like proceeding with her a scheduled route. I have filed a complaint with Megabus and they do not have a contact number to formally make complaints only an email address that responds automatically. Numerous complaints have been filed and are documented on [redacted] under Megabus.com. This continuous act of condoned unprofessionalism will eventually lead to someone losing control and serious bodily injury or harm will occur to the behavior of these bus drivers. I feel that this is a serious matter and should be looked into posibly on a higher level.Desired Settlement: I desire an investigation of this company, a refund to all parties in my group and an apology letter from the CEO of this company.

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. Once the investigation is a complete an agent from our escalation department will contact you. I can assure you that the appropriate measures will be taken to avoid a reoccurrence. Your patronage is important to us, and we hope you will continue to give us the opportunity to serve you again.

Consumer

Response:

Review: 10146936

I am rejecting this response because:

I had numerous persons in my group that sent complaint letters and the complaints were ignored until the Revdex.com became involved. The [redacted] profile for Megabus, Megabus.com documents the numerous complaints that people report that are continuously ignored. It is documented that the bus drivers are rude/unprofessional and they are known to drive off and leave passengers stranded.

Megabus sends these same automated messages and it does not display to me a sincere response from such a large company because they say that someone will follow up and they never do which is proven according to dissatisfied customers on [redacted]. A person received the same response that Megagus recently sent me and they later went back on [redacted] because Megabus never followed up as promised.

Due to the sensitivity of my complaint, I would like a refund for the return trip for all parties in my group and I would appreciate a phone call instead of an impersonal automated response. I feel that the automated responses are only sent to hush the customer and their intent is to never follow up. So, again, I am not accepting the automated email they sent.

Regards,

Horrible experience. Bought roundtrip ticket for my 17 year old who was visitinf her brother in Miami. She gets to her departure location, along with about 20 other passengers and waits over an hour for the bus. After it doesnt show, I call customer service and she tells me that the departure location has changed. She said an email would have been sent. Which we never received. So she rhen tells me the only way my daughter can get home is to wait 3 hours for the next bus and purchase another ticket.
I said so you changed the location entirely without proper notification and aremaking no effort to make up for the situation. She said yes. So I asked to speak with a supervisor and she told me there is not further information my supervisor can give you. I said I would like to speak with a supervisor and she said there is no one available for me to talk to. Needless to say we have to purchase another ticket for my daughter to leave 4 hours later, arriving in at 11pm. And this time she does receive an email stating the bus is going to be between 60-90 minites late. She now has no idea what time to get to their for fear they wont be as late as originally expected and they will leave her.
Now she will be arriving around 12:30am. This was such a horrible experience with a company that obviously has no regard for how they treat their customers. I will make it a point to tell everyone I know how horrible of a company this is.

Review: I made bus reservations for (Order: [redacted]), (Reservation Number[redacted] to P[redacted] on January 22, 2014, and a return trip (Reservation Number: [redacted]) [redacted] to [redacted] on January 25, 2014. Trip totaled $18.50.

Reservation from [redacted] to [redacted] was cancelled due to weather and price was refunded for outgoing trip, $5.00. I was told to reschedule return trip. I proceeded with reschedule, I was supposed to have $13.00 as credit.

I made a new reservation using the change trip option. (Order: [redacted]), (Reservation Number: [redacted] to [redacted] on April 8, 2014, and return trip (Reservation Number: [redacted]) P[redacted] on April 8, 2014. The trip totaled $13.50. The difference was supposed to be $0.50 but my credit card was charged with the full price of $13.50.

The new trip is also not the desired travel date because the systems did not allow for trips to be planned 5 months in advance. I would have to reschedule the trip again and risk this happening again. I called the company multiple times and they told me to send an e-mail to [email protected]. They said to wait 5 days for response. No response, called and they said to wait two weeks, no response.Desired Settlement: I would like a refund of $13.00 for first trip and for the second charge $13.50 to be credited back. I have been wasting my time for something that should have been handled with quickly. It would be nice if they had a direct line or an office where I can go to physically and fix this. This leaves me with a negative view of the company, I am not sure if I would travel with them again.

Business

Response:

Client was refunded $13.00 for the return trip. However, we are unable to refund the tickets for April 8, 2014 due to megabus tickets being non refundable as per our terms and conditions. After reviewng the account we see the client did not select the trip she wished to reschedule instead she purchased a new reservation. Please be advised our website also states the amount being charged to the credit card for the client to confirm before completing the transaction.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I went on to the Megabus.com website and clicked the link to Manage Reservations, I selected the trip I wanted to reschedule, and It prompted me to select a new trip. I had a credit of $13.00. When, I went to submit the payment it said the trip cost $13.50. I entered my credit card information thinking it would take off the $13.00 credit and apply the $0.50 cost to the credit card. I called megabus yesterday, Tuesday, February 25, 2014; and the representative told me that it looked like I scheduled a new trip instead of rescheduling because I got a new order number. This seems like a site glitch because I followed the instructions when it tells you to Manage Reservations.

I need to reschedule my trip on April 8,2014 because the people I am going to visit are not available for that month. I do not want this happening again. Megabus told me that I can reschedule as many times as I want because I need a trip which would have been 5 months later. I wanted to be able to reschedule for departure May 26, 2014 and arrive May 31, 2014. The website only lets me reschedule up to April 8,2014.

When submitting credit card information the website does not have a break down of the prices to be charged, when on the confirmation page. I was not sure if it would show the credit amount of $13.00, after I hit submit on the website.

I am very dissatisfied with the service, if not for the Revdex.com I probably would have to wait another month for this to be fixed.

It would be nice if I could just get a complimentary credit or discount for all this trouble and time this has been taking. I would like to go on my trip in May not April and am afraid of using Megabus' Manage Reservations button again and having the same situation happen again.

Regards,

[redacted]r

Business

Response:

The client was already refunded for the extra ticket purchased. Once the booking dates are updated on the website the client is able to reschedule the trip. Unfortunately, we are unaware of any problems with our website on the date of purchase. However as a courtesy we did already process a refund as mentioned previously. The client is able to contact us when she is ready to reschedule her trip and a representative will happily assist her.

Review: It is Megabus' policy to refund the price of a ticket if a bus is more than two hours late automatically. The first time I rode a bus that was over two hours late I did not receive a refund, so I called to complain, and that representative sent my complaint to [redacted]. When I called back to check on it weeks later. I was told that this amount had been refunded to me, but in actuality it never was. I then took another megabus that was over two hours late. I did not receive that refund automatically either, so again I sent the complaint to [redacted] on September 29, 2013. I received an email stating that they would resolve the problem in up to 5 days. It has now been ten days and no one has contacted me or refunded me. Here are emails regarding the request:

Dear [redacted]

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 refunded your bus fare. Please allow 3-5 business days for this to

post to your account.

Thank you for using Megabus.com we appreciate your business. [redacted] Megabus Customer Service Specialist

Hi there,

I still have not received my refund for the megabus trip: [redacted]-new

The bus was over two hours late. I was supposed to receive a refund to my [redacted], but I still have not.

Since then, another bus that I took was yet again over two hours late.

I was also on a bus where the AC was broken. I recorded the bus' temperature as 51 degrees F. Multiple people complained, but the driver said there was nothing he could do, as it was broken. I would never pay for a ticket if I knew I would have to endure those conditions for over 7 hrs. [redacted] Please refund.Desired Settlement: I would appreciate a full refund to my [redacted] credit card or via check for those three trips. [redacted]

Business

Response:

Client was already refunded on 10/10/13.

Review: I purchased a ticket from Megabus to take me from [redacted] on a 12 hour trip. This cost me $85. This was perfectly alright with me. However, plans changed and I understood that I could modify my ticket to change my depart time/location/etc...

I got back online and changed to depart from [redacted] to [redacted] This trip only costs $9.

I did not get a refund. I called customer service and they told me that Megabus policy is to not refund anyone if they change their ticket and do not use all of the money they already paid.

This is an absurdly shady and underhanded business practice. I understand that they want to keep schedules and fill seats, but this is barely short of robbery! They charge a $1 convenience fee to change the ticket. If they were honest they would have at least called it a $75 convenience fee!!!

I am appalled and fuming with resentment towards this company and cannot believe that they think that in this day and age you can just refuse a refund of 8x the purchase price!!! This is disgusting and I can't hardly think straight I'm so blown away by their incompetence!

How can this be right? How can a company refuse a refund for a product or service I've never even received?!?Desired Settlement: I want my money back (all $75 worth), credited back to my debit card or issued as credit for future tickets. I can't say I want to do business with Megabus ever again, but at least some store credit as a last resort if I'm stranded in [redacted] or something

Yes. I know they don't have a bus route in [redacted].

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 a ticket for the wrong date (3/21/15) and I called to change the the reservation to (3/20/2015). When I called I was told that because it has been past 24 hours, I cannot change or cancel the trip and that I could not get a refund. I called a second time to speak to a manager and the employee told me that she would not transfer me or "she is unable to transfer me" to a manager because it was apart of the terms and conditions. I find it completely ridiculous that I can't even change the ticket to the correct day. I wasted 27 dollars the first time and had to pay another 28. I paid for a service thats not being handled and I need my money. I was willing to pay the difference for the ticket with no issue. This is a scam and its robbery. You pay for a service and it should be provided, if it is not, it should be refunded.Desired Settlement: I want my money back for the original trip since it is not going to be uses. $28.50 exactly.

Business

Response:

Please be advised you were refunded in the amount of 28.50. Please allow 3-5 business days to allow the funds to be available in your account. However, in the near future please understand that this is a one time courtesy. When you purchase megabus.com tickets before checkout you must agree to our terms and conditions. Please understand that our tickets are non-refundable. Our tickets can be changed at least 24 hours prior to your scheduled departure time.

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 September 14th, 2013 I rode the Megabus from Baltimore, MD to New York, NY. The bus ride from Baltimore to New York was very pleasureable. However, the return trip was a nightmare. We were originally scheduled to return on a 8:50pm bus but decided to take the 750p bus because there were some stand-by seats available. While traveling on this bus, I was seated near the Emergency Exit window and the window flew open, my prescription glasses flew out the window and I had to hold the window while my husband went and told the bus driver to pull over. In addition to losing my glasses, this was a very frightening experience for me and my husband.Desired Settlement: I would like a full refund of $114.50 as I am now having to replace my glasses because of this company's error. They have declined to honor my request

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: We were scheduled to take the bus to NYC at 10:50. We arrived at the parking lot where the bus picks up a little before 10:00. We stood in a long line for that hour with a lot of other people, all the while an employee up at the front was sitting there and not communicating with anyone. When a bus came and went labeled for NYC and let only about 4 people on, at the time we were supposed to go, everyone in line was furious. The attendant still did nothing to tell us what was going on, we had to go and ask. Apparently that was the bus for 9:00 and was 2 hours late. The next bus was for 9:50 and no idea what time that one would actually arrive and no idea if they could even get us on that bus when it did get there. Considering we already wasted an hour standing there and it's only 3 hours to NYC I saw no reason to wait another 2 or so possible hours for the bus, so we hopped in the car and left. There is no reason the attendant couldn't have let the people in line know their bus was going to hours late. I've contacted them and weeks later, they will not provide a refund nor a phone number to call and talk to someone, just emails that take a week to get a response to. It cost me a lot of extra money to change plans and drive at the last minute. Tolls, gas and parking in NYC is not cheap.Desired Settlement: I just want my money back for a service I never received.

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: The reservation of concern was purchased for the route from [redacted] ([redacted].) at 1845, arriving in [redacted] at 2345.

About 32 minutes after the bus was due (1917) my daughter informed me that the bus was late. Not surprisingly since this was consistent with previous trips. I first telephoned Megabus to obtain updated information at 1929 (phone records available upon request). The representative had no knowledge of or updated information on the delay and instructed me to call back in about 10 mins.

I telephoned Megabus a second time at 1947 and was assured the bus was only minutes away from the [redacted] location. My daughter then notified me that a bus had indeed arrived and unloaded passengers. However the driver loudly announced to the crowd outside waiting to board, "This bus ain't goin to [redacted] tonight! I'm parking this bus at the hotel!", and drove away.

As the absurdity of this scenario unfolded I quickly decided to telephone Megabus a third time at 1957 to relay this incident and explore alternatives for my daughters passage. The representative said that this would have to be confirmed and to call back in 15-20 minutes.

I considered my options and decided to call Megabus at 2022 to finally resolve this matter. The representative told me that the bus reported leaving [redacted] for [redacted] at 2000....how revolting considering a group of passengers was at [redacted] still awaiting the bus. I told the representative I would have my daughter and the other passengers call themselves to confirm the bus hadn't arrived let alone departed.

Before I could finish giving my daughter (and the others) the message to call Megabus another bus arrived at approx. 2030. Everyone hastily focused on boarding the bus which was by now 1 hour and 45 minutes late.

I told my daughter to ask the driver the new ETA. He said he didn't know because he had to submit the departure time to Megabus and they calculate it for him. I told my daughter not to board because at this juncture she had no safe resources available at her destination. I would try to reschedule her passage for another time.

The bus driver then advised me directly at 2037 (while still boarding passengers at [redacted]) to call Megabus immediately to reschedule since Megabus was at fault for the delay. He also informed me that accommodations would be paid for by Megabus if needed.

However when I telephoned Megabus for the fifth and final time I was informed by [redacted] (Supervisor-[redacted]) the call center received the reported departure time as 2000 and that's what they would refer to and Megabus does not give guarantees or refunds.Desired Settlement: 1) Fair compensation

2) That Megabus utilize current technology to implement a RELIABLE and ACCURATE means of communication with its drivers and coaches

3) That Megabus resolve to adopt a standard of ethics and integrity and then recruit, train, and retain professionals to maintain this standard

Business

Response:

Client was offered a complimentary ticket for future travel.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Business has not satisfied requests.

Regards,

Review: Hello! My name is [redacted]. On August 1, 2013 I and my two children were denied our trip on Megabus for absolutely no reason. I arrived at Mega approximately 7:30pm and took my place in the line that was for [redacted]. Around 8pm the guy started putting our bags in a line and stated" y'all can go relax now and just come stand by your bag when the bus gets here." I did exactly that. The bus came I stood by my bag . [redacted](ticket collector) began looking at ticket numbers. As the line started moving I moved in sequence. He ask for my reservation number looks at it then asks me where's my bags. I point about 4 suitcases back and he says to me " can't you hear, didn't you hear them when they told you to stand by your bags." I said "sir those bags (meaning the ones in front of mine) belong to the people you just let on the bus." [redacted] goes on the bus and gets the owners of the luggage and tells them to move their luggage towhere the guy is putting luggage on the bus. Although he didn't apologize to me for being so rude I said " apology excepted." [redacted] turns around and says " you caled me an your not riding" I said "I did not call you an. I paid for my tickets I did no wrong to you I'm getting on this bus." [redacted] says "I'm in charge and your not riding." I said I have 2 children with me are you really going to do this, he said "so I said your not riding." I tell my kids to get on the bus and he says he'll just call the cops to get me off and then tells me to take it up with reservations.The police or what I believed to be marta police (a male and female officer) came and said there was nothing they could do because its a private company and if he says I can't ride then I cant ride. Humiliated, disrespected and belittled I got off my scheduled bus that I paid for to proceed in calling mega bus for a resolution. During my phone call thefemaleand male police (male officer said his name was officer [redacted] ) walk up to me and says that [redacted] said that we could get on the 12am bus. As I tell the representative what happened the only thing she could tell me is that she understands, I can email this email address ([email protected]) so the situation can be investigated and that I have to pay for another ticket. Hurt,appauled, bewildered,shocked I had just been treated like I was'nt even human then asked to return for the 12:00am bus as if nothing happened. I had also purchased a [redacted] ticket for my return route which I lost my money on due to an emplyee of Mega bus mentioned in the above. Not one person he could say was a wittness because I never said he was an .. I am calling the news the Better Business Bereau and filling a claim for my mistreatment , defamation of character,harassment, lost time and monies spent. I have been riding mega bus since it started. Ihave reffered many friends and family to mega bus, but after the treatment I received all I will be telling is how ruthless and unfair meg bus treats their customers, and will take the position of being an avid spokesman on boycotting megabus.

Product_Or_Service: Travel ticket

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want an apology in person from the Mega Bus employee [redacted] on the news. I want the $40 I paid in gas to get to and from Mega Bus that night. I want the $54 dollars I lost on my Mega Bus tickets and the $70 dollars I lost on my [redacted] ticket. I want compensation for the humiliation,public degradement, harrassment and defamation of character in front of my children.

Business

Response:

Client was refunded for megabus fare. Requested client to send receipts for reimbursement. Also, the complaint was sent for investigation against the employee.

Review: I purchased tickets to board a bus, but was denied boarding. I have the credit card statements to prove purchase, the tickets in my email, but my ticket was announced as "fake" on site and I was not allowed to board the bus. When I contacted customer service, they said I would not get a refund because I "couldn't prove it."Desired Settlement: Ideally, I want a refund. My bank is investigating this. But most importantly, I want this company's horrible practices to be revealed and known to the public.

Business

Response:

Please provide us with documentation stating you have a valid reservation. Please upload the 2 emails that was sent to you after you purchase a ticket. The emails should consist of a worldpay email which is the payment portion of the transaction. The other email should be the email that contains your reservation number and travel details.

Consumer

Response:

Review: [redacted]

I received 1 email confirmation. My card was charged the amount on this confirmation that I have attached as a PDF. I have disputed this transaction with my bank as well, and if this isn't resolved, I can have them provide proof of the charge and information into the investigation.

Regards,

Business

Response:

You were refunded in the amount of $21.00. Please allow 3-5 business days for the funds to be available in your account. The $1.50 booking fee is non-refundable.

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,