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Business Profile

Bus Lines

Megabus Northeast, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Megabus Northeast, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Megabus Northeast, LLC has 13 locations, listed below.

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    Customer Complaints Summary

    • 112 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      MegaBus has bus service from ********** ** to *********. It is scheduled to depart at 3 pm. Today is left at 2:55 just prior to my daughter arriving to board. It left earlier than scheduled. I called and asked for refund. MegaBus said No. I would like my $69.99 refunded.

      Business Response

      Date: 11/08/2025

      Hello and thank you for contacting Megabus Customer Service.

      I am happy to assist you with your inquiry today!

      All our buses operate on a regimented schedule that runs on or close to its scheduled departure time.  

      We suggest that all passengers be at the bus stop location 15 minutes before boarding to ensure timely boarding as we cannot hold the doors open for passengers who are unable to make their trip.

      Once our driver completes loading passengers onto the bus, the doors are shut and the parking brake is released, and the bus departs. 

      Safety is a top priority, and this is standard in our industry.

      Thank you for choosing Megabus ***************** we appreciate your business! 

    • Initial Complaint

      Date:08/13/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 30, 2025, I bought a ticket for a trip on August 5 headed from Sheboygan to Milwaukee between 4:20-5:20pm for my brother so he could return to college using a connecting bus. As we arrived at our stop early he received an email that the bus was delayed by 30 min, which we understand happens. We checked the tracking map on the website to see that the bus was stuck in Manitowoc, and that it had left 40 min late from its initial stop that morning, meaning that the bus had been delayed a significant amount since it first left. I called customer service and they told me it was delayed up to 55 min due to traffic which would cause my brother to miss his connection. I wasn't allowed to exchange the ticket as it didn't meet their 3-hour exchange policy.

      After waiting at the bus stop for over an hour with no change on the tracker and no bus, we headed home but continued to check the map in case the bus arrived. It was stuck in Manitowoc until after 9pm (5+ hours after our scheduled stop), when the trip disappeared from the tracker, meaning it never made it to Sheboygan or its final destination and we never received notification of the trip ending/being cancelled for any reason.

      The following Saturday, I called to see if I could get a refund, seeing as we weren’t able to use the ticket I’d bought at all, and the concern got moved to email (Claim #******) where I've now talked with 2 staff. Despite explaining these details, I was told that they have a strict no-refund policy and was only offered a $5 credit towards an upcoming trip. Online, Megabus states this policy succinctly but does note that "alternatively where Megabus fails to provide on time-reliable service for reasons wholly within our control refunds, or alternative travel arrangements, may be offered." In this case, I'd argue that the severe delay and lack of notice of the trip ending/being cancelled (despite notifying about the short-term delay earlier on) indicates such a failure and warrants a refund.

    • Initial Complaint

      Date:08/04/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The bus was 1.5 hours late and the notification was provided to us 40 minutes after the scheduled departure time, which cut into our plans. Then another bus arrived but the driver could not take any of us. When I contacted customer service, they told me they could not compensate me for the inconvenience. This entire reservation was poorly handled as I also did not get a change option and customer service was more annoyed that I contacted them. In fact, every staff member was rude.

      Reservation Number
      ******-******-*****-****-***-***
      Date: July 31, 2025
      From: Niagara Falls, ON, Table Rock Transit Station (2:45 PM)
      To: Toronto, ON, Floor (5:00 PM)
      Operated by: Megabus Canada
      Seat(s): 2 x General Seating
      Passengers: 2
      Price: $29.98

    • Initial Complaint

      Date:07/26/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 3 tickets from Mega bus from ************ to ***. Due to medical issue I was not able to use the tickets and contacted customer service many times trying to explain the situation to them and asking them to issue but they refused to listen or to even allow me to talk to a supervisor or manager. Right now they took my money and never rendered a service and when I asked to extend the tickets for future use, they refused.

      Business Response

      Date: 10/02/2025

      Hello and thank you for contacting Megabus Customer Service,

      Unfortunately, we have no record of any purchases from this customer using the information provided and as such we are unable to assist at this time.

      We apologize for any inconvenience caused.

    • Initial Complaint

      Date:06/04/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 13, 2025, I purchased a Megabus ticket (Confirmation Number: FAB-11-*******) for travel from ************* (7:15am) to *********, **, (10:25am) scheduled for May 17, 2025. The ticket cost $46.24. After waiting at the departure location for over two hours with no updates, I contacted Megabus and was informed that the bus was delayed, but no estimated arrival time could be provided. We were instructed to call back later regarding compensation.Due to the uncertainty and extended wait, I had no choice but to purchase an alternative ticket to ************ to continue my travel. I later learned that the scheduled bus never arrived. I submitted a claim to Megabus (Claim #******) requesting a refund for the undelivered service, but the claim was denied, and I was offered only $5.00 in compensation.I find this resolution unacceptable. I paid for a service that was never provided, and no Megabus staff were present at the platform to offer any assistance or updates. Given the circumstances, I believe I am entitled to a full refund of $46.24.

      Business Response

      Date: 06/17/2025

      Hello and thank you for contacting Megabus Customer Service.

      We do our best to maintain our schedules, there are instances where outside factors prevent us from doing so.  We understand the frustration and inconvenience this causes and do apologize and empathize with your frustration.  

      Having that been said, due to the NJ Strike which was affecting operations at the Port Authority, resulted in our bus being delayed. However, despite the delay, the trip was completed.

      While we apologize for any inconvenience the passenger may have experienced, we are unfortunately unable to provide a refund as the service was executed.

      Kind regards.

    • Initial Complaint

      Date:05/18/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a ticket for a trip from ************* to *************, **. The bus from ** was dealing with mechanical issues and didn't leave the station for 2 almost 3 hours. The issue was I had a connecting bus in **, so I asked both the driver and the megabus customer service *** if they can assure me the bus would wait. I was willing to just get them to move my ticket to the next day, both told me they alerted dispatch and the bus would wait. I got in at 7:45 and the bus (which was going to leave at 7:15 originally), had left me. I had to spend the night in a random part of VA that didn't even have an **** available for me to catch my connecting make up bus on time in the morning. I had to get a friend to drive 2 hours to pick me up. At this point the trip itself was a wash and I wanted a refund but they refuse to issue it despite me never actually reaching my destination nor helping to alleviate any issues I ran into due to them having poor communication and service.

    • Initial Complaint

      Date:05/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sat, May 10 2025
      Megabus ***************
      No our trip around 30 miles out the bus breakdown for the driver then said he`s going to shut the bus off for 10 mins then see if the bus would start it didn't, he try again for another 10 mins the bus wouldn't start he then call and report it. The driver then said a bus will be there in around 30 mins to 45 mins which that didn't happen.

      Business Response

      Date: 07/08/2025

      Thank you for reaching out to Megabus Customer Service.

      We sincerely apologize for the delay the passenger experienced. Unfortunately, this situation was caused by unforeseen circumstances beyond our control.

      We understand that they may have had other commitments in ******** that might have been impacted by this delay. Please be assured that we will escalate this matter to our internal team for further review. Once the review is completed, an escalations specialist will reach out to the passenger with a resolution.

      Thank you for your understanding.

      Customer Answer

      Date: 07/08/2025


      Complaint: 23329727

      I am rejecting this response because:



      Regards,

      ***** ****

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been dealing with Megabus’s completely incompetent customer service for three months regarding this issue, and have no choice but to file the complaint here as I am tired of getting the runaround.

      In December of 2024, I arrived early at the port authority bus terminal for a trip to Philadelphia to go home for the holidays. I waited for over an hour by the sign for Philadelphia that a condescending associate told me to wait next to, and there was never a line nor a call for riders. When it was getting close to boarding time, I waited in line for an associate to help me, only for them to send me back upstairs to the associate I had spoken with. He laughed at me and told me he would bet money that my bus had left and that I had missed it. I want to reiterate that my bus was never called and no line was formed. In the past, Megabus allowed for a $6 change fee for missed buses (even though I want to emphasize that there was no bus to miss) and they would not even offer this, they wanted me to rebook for full cost. I had to have someone drive 3 hours to pick me up rather than risk another no-show bus. No matter how many times I have emailed to explain this to customer service, they tell me that they will get back to me in 5 business days, and then weeks later I hear back saying I must have missed my bus and that they could have changed the gate but they don’t ever provide any proof, or resolution.

      Megabus, I hope you are thoroughly embarrassed by your unwillingness to help either this situation. The only outcome I will accept is a full refund - as a customer for 8 years, this will be my last experience.

      As Megabus operates through Peter Pan now, I am unsure of which business to file this complaint under and therefore will be contacting both.

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Better Business Bureau,
      I am writing to formally lodge a complaint against Mega Bus regarding a recurring issue with their booking system and the customer service I have received in trying to resolve it. On February 6, 2025, I visited megabus.com and logged into my account to purchase two round-trip tickets from Philadelphia to Washington, DC, for the dates of March 7 to March 9. However, when I attempted to print my tickets today, I discovered that my return ticket was incorrectly dated for February 9.
      This is not an isolated incident; this is the fifth time I have experienced such an error with Mega Bus. Despite the fact that Peter Pan is now operating the buses, the booking system appears to have the same flaws. The notion that one can order a round-trip ticket to depart in March and return in February of the same year is beyond logical explanation and raises serious concerns about the reliability of their booking system.
      When I contacted customer service to rectify the issue, I encountered significant resistance and unprofessional behavior. The representative was not only uncooperative but also unreasonable in addressing my request for a full refund. Given the repeated nature of these incidents, I believe it is imperative to highlight this systematic flaw and demand corrective actions.
      I am seeking a full refund for the erroneous booking, and I am including documentation of my previous trips to illustrate the pattern of this problem. It is unacceptable for a consumer to repeatedly face such issues without resolution, and the lack of professional customer service exacerbates the frustration.
      I trust that the Better Business Bureau will take my complaint seriously and assist in ensuring that Mega Bus addresses these flaws in their system and provides the necessary refund for my troubled experience.
      Thank you for your attention to this matter.
      Sincerely,
      ***** *******, ***, ***

    • Initial Complaint

      Date:12/18/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Subject: Complaint Regarding Incorrect MegaBus Tickets and Refusal to Correct Without Fees

      To Whom It May Concern:

      I am filing this complaint about MegaBus's ticketing system, which resulted in me receiving incorrect tickets. Despite my repeated requests to resolve this without additional fees, MegaBus has refused to take responsibility.

      Details of the Issue:
      On December 18, 2024, I purchased two tickets by online:

      New York to Philadelphia at 1:15 PM on December 30, 2024
      Philadelphia to New York at 8:00 PM on December 30, 2024
      Instead, I received tickets for:

      Philadelphia to New York at 8:30 PM on December 30, 2024
      New York to Philadelphia at 1:20 PM on January 1, 2025
      This error is entirely MegaBus's fault, as I selected the correct dates and times at purchase.

      MegaBus’s Response:
      I requested MegaBus correct the tickets without fees, as the error was not mine. MegaBus declined repeatedly.

      Additionally, MegaBus has refused to refund $51.97 for the incorrect tickets. This is not the first time I’ve encountered such issues. MegaBus’s habitual errors, compounded by their system not allowing a ticket preview before purchase, are unacceptable.

      Impact and Request for Resolution:
      MegaBus's refusal to resolve this issue is disappointing. I request that MegaBus:

      Correct the tickets to match my original purchase without fees.
      Refund $51.97 for the incorrect tickets.
      Review their ticketing and customer service practices to prevent further issues.
      I have also reported this to my credit card company and will escalate further if no resolution is provided promptly.

      Thank you for your attention. I look forward to your response.

      Sincerely,

      ***** ***

    Megabus Northeast, LLC is NOT a BBB Accredited Business.

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