Complaints

This profile includes complaints for Megabus.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Megabus.com has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Megabus.com

  349 1st St Elizabeth, NJ 07206-4010

• 

  Megabus.com

  Union Station Washington, DC 20002

• 

  Megabus USA, LLC.

  4400 S Racine Ave Chicago, IL 60609

• 

  Megabus.com

  420 Summit Point Dr Henrietta, NY 14467-9607

• 

  Mega Bus

  8042 Honeygo Blvd Nottingham, MD 21236

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.

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 August 1, 2024 I purchased 3 tickets from NYC to Norwood, NJ on ******** *****. The tickets say, "***** USA." ******** claims to offer ticket refunds by writing to ******** *****, Attn: Ticket Refund, *** *** **** **, ********, ** *****. On entering the bus at NYC Port Authority at 3:45 PM, the bus driver said that since the last returning bus had already gone, if I went to Norwood I'd be stranded there overnight. He had already scanned one ticket but I didn't use any of them as I could not be stranded in Norwood. Now ******** says they do not issue refunds, and that while they are owned by ***** USA my tickets "must have been for Megabus," their former owner, that has a no refund policy. My tickets were not on Megabus. They plainly say, ***** USA.

  Business Response

  Date: 08/29/2024

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you. I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  You are correct and your booked travel was on ******** and not Megabus booked tickets. 

  The email address for ******** is inquiries@********.com. and your Complaint should have been paced with ********.com.with reference to the ******** ***** bus lines. 

  I apologize for any inconvenience we may have caused you. Thank you for choosing Megabus.com. We appreciate your business.

   

  Kind regards,

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am formally requesting a full refund for my recent round-trip ticket purchase, which was canceled by Megabus. This trip was intended for an important event, and the cancellation means I will unfortunately miss it.I purchased a round-trip ticket from ************ to *********, with a same-day return. Since Megabus canceled the outbound trip, I cannot use the return portion, making the ticket useless. I was assured of a full refund by a supervisor, and this conversation was recorded by both Megabus and myself. I have attached proof of purchase for the round-trip ticket that Megabus canceled.It is perplexing that Megabus can cancel a trip but not offer a comparable alternative, despite accepting full payment for a round trip. This practice seems deceitful. Additionally, the cancellation email was sent less than 24 hours before departure, and the dismissive response from ***** arrived just before Megabus's closing hours, which appears to be a tactic to avoid accountability.Given that I paid in full for round-trip service and only received partial service, I am entitled to a full refund. I did not select or pay for a one-way trip. My payment of $47.49 was for the entire service, which Megabus failed to deliver. If Megabuss policy is to offer partial service while retaining the full payment, then I expect no further response. However, I hope for a prompt resolution and a full refund. Please confirm receipt of this request.Megabuss policy of offering partial refunds for a round-trip ticket is unacceptable and misleading.

  Business Response

  Date: 08/14/2024

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you.

  I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  I am sorry to hear you are experiencing this issue and for any inconvenience that this has caused you.
  
  I have reviewed your account and see that we have successfully refunded you in the amount of $31.49 on 8/14/2024.
  
  If the refund is not yet reflecting on your bank account, please note, some institutions can take between 7-10 business days. 

  If you do not see the funds returned to your account, please contact your bank and advise of the date we provided the refund.   
  
  Thank you for choosing Megabus. We appreciate your business.
  
  Kind regards, 

  
  Megabus **************** Specialist  
  www.megabus.com 

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Today Monday August 5th 2024, the bus traveling from ******** to ********* is operating with no air conditioning. The high temperature has reached over 90 degrees, with the feel like due to humidity hitting triple digits. This is a major health issue as not all the windows open for proper airflow. This is not the first time a bus has operated with air conditioning either. How can a transportation business continue to believe it is ok to subject their paying customers to this type of experience.

  Business Response

  Date: 08/12/2024

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you. I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  We're sorry to hear that the temperature of the bus was uncomfortable during your trip. 

  We make every effort to ensure the inside of the bus is set to an ideal temperature but it is difficult to suit the preference of each passenger.
  
  Unfortunately, the temperature on the bus is pre-set and the bus driver cannot make any changes but we have forwarded your feedback regarding the temperature to the hub manager for review. 

  To ensure we do everything we can to keep our customers as happy and comfortable as possible, we are providing you with a discount code worth 100% of the price of your original purchase!  

  Please confirm the email address you would like the redemption code(s) sent to by replying to ************************************, so our agents can assist you further. 

  We do apologize for any inconvenience this has caused.

  Thanks for choosing Megabus, we appreciate your business!
  
  Kind regards, 
  
  Customer Support Team 
  **************************************

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 6/26/24 we took a round trip ***-DC bus. I contacted Megabus multiple times, but get an automated email to the below which does not address the issue. "I write to discuss the disappointing experience my girlfriend and I experienced with your bus on a day trip from *** to **. Our bus was scheduled to leave *** at 6:00 a.m. and arrive in ** at 10:25 a.m. There was a scheduled stopover in *********, which we later learned was not just to pick up passengers, but also to pick up a new driver who was over an hour later. Accordingly, we did not get into DC until 11:30 a.m. This was unacceptable as we had 12 p.m. Tickets to get into the *********** that my girlfriend had secured for us a month earlier. We were forced to take a taxi to get there versus relying upon the metro. Our bus back from ** to *** was no better as we were scheduled to leave at 7:20 p.m. And arrive at 12:15 a.m.. However, the bus was once again delayed due to the fact we had to wait another hour for a driver to show up. On top of this, the air conditioning was not working! It was a day where the temperature was nearly 100 degrees and there were no signs of the heat retreating even at 7:20 p.m. Passengers getting off the bus warned us that there was no air conditioning, but with your bus driver an hour late we were left with little options but to take the bus. Your driver realizing everyone was miserable and hot, stopped off at a gas station so the passengers could get off the bus and get something to drink. Although this was a nice thing to do, it cost another 15 minutes delay. We were further delayed in *********, and we were once again forced to wait. The end result is that instead of getting in at 12:15 a.m. we arrived in ******** at 1:40 a.m. and missed the last bus of the night back to our apartment, which again resulted in another taxi. Our tickets costs $ ******. In light of our troubles and extra expenses we are requesting 50 % of the total amount in a refund.*************************"

  Business Response

  Date: 07/08/2024

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you. I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  I am very sorry to hear that the Air Conditioning was not working properly.  

  As an apology,we can provide you with at discount code worth 100% of the price of your original purchase! 

   as we are unable to issue a refund due to the mitigating circumstances. 
  
  You can use the redemption codes when you are ready to reschedule your journey for a time when you are able to travel again. 
  
  While we understand that this may not be the preferred resolution that you requested, please note that redemption code(s) remain valid for 365 days from the date issued and can be used towards any future travel with us. 
  
  Please confirm the email address you would like the redemption code(s) sent to, by providing a valid email address and/or reservation number to ************************************.

  After reviewing this matter, we are unable to honor your request for the Taxi compensation reimbursement as we show the Megabus did complete the journey as scheduled to our Final destination location.

  Megabus is unable to provide passengers reimbursement to their final destination beyond our Scheduled Arrival location. 

  Once again I apologize for the inconvenience.
  
  Sincerely,
  
  Escalations Team

  Customer Answer

  Date: 07/12/2024

  
  Complaint: 21954280
  
  I am rejecting this response because it is unclear to me if this credit also will be good for use in ****** which is where I reside.  Is it possible to use this in ******? You also have not explained to me why my requested partial refund is unable to be accomplished. I renew my request for a partial refund.  If this cannot be accomplished then I request the credit be able to be used on a sister company in *******  

  
  If you absolutely cannot do either option, e.g., transferring the credit so that I can use it on a ***************** of your company or providing the requested refund, then I will take the credit on the very remote chance that I come to the ** in the next year. 

   

  Thank you.
  
  
  Regards,
  
  *************************

  Business Response

  Date: 07/25/2024

  Hello and thank you for contacting Megabus Customer Support

  . I will be happy to assist you. I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  Unfortunately, We regret that we cannot issue a refund instead of a 100% redemption code.
  
  Your redemption code is valid for one year from the date of issue and may be used toward the purchase of another Megabus reservation.

  Our investgation shows that you were provided the correct Compensation per our Compensation Policy.

  If you do not use your redemption codes by Expiration Date, please reach out to us and provide the original codes issued.  
  
  At that time, we will be able to see what options are available.  
  
  I hope this information helps!  
  
  Thank you for choosing Megabus.
  
  Sincerely,

  Megabus Support  Escalations Team

  Customer Answer

  Date: 07/25/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me since no other option was offered.  Please clarify if this can be used in EUrope and what the voucher code is. Thanks.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am a weekly frequent traveler of megabus usa between ********* and ************* mostly every Tuesday on the 8:40 am or the 10:40 am bus and there has not been one time that any of this bases been on time. 1 hour, two hours and 3 hours late every time. On June 25 I had to return home after my 8:40 am bus, was late over 3 + hours and I almost had a stroke waiting at the bus stop in a hot sunny day. I always make a round trip reservation returning the same day. This is not a traffic or weather situation like they keep lying to customers. Me and other customers have to make appointments, connections, flights, etc. And we have to cancel because megabus those not honor their schedules.

  Business Response

  Date: 06/30/2024

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you. I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  I apologize for any inconvenience we may have caused you.

  We are eager to address your concern, but we can't find your account.
  

  Please resend your information along with your reservation number so we can investigate and respond to you.
  
  If you do not have your reservation number, please respond with your trip details (origin, destination, date and time of travel) and the email address used to make this purchase.
  
  Well follow up with you when we receive your response.
  
  Thanks for choosing Megabus.
  

  Kind regards,

  Customer Service Escalation Team
  *************************************;
  

• Initial Complaint

  Date:06/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date of dispute: 6/23/24 Amount paid: $43. 98 I purchased a ticket from megabus Com for transportation from Houston to Austin at 1p.m today. I went to the metro park and ride in time to wait for the bus. This is my first time doing business with them and I thought their bus would have their business name on it clearly stating Megabus, just like the ********* and ******* buses. While I waited at the metro park and ride I saw several buses come and go which were white metro buses. I did not realize that their bus looks just like the metro buses. At 12.55 pm. I called their customer Service to ask for assistance since I was not seeing any megabus coming through. The representative told me that their bus is also white and that it already left. When I asked her for a refund so I can purchase another ticket for the next bus at 4.30p.m. she started yelling at me, belittling me and gaslighting me. Essentialy telling me it was my fault that the bus left me! When I asked to speak to a manager she told me there is no manager or supervisor available. So they have taken my $43.98 and failed to provide me with the promised service due to their bus not having their business name on it. I am therefore requesting a full refund of my money that I paid to them. I'm a graduate student without a job so every penny counts at this time. Thank you.

  Business Response

  Date: 06/25/2024

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you. I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  I apologize for any inconvenience we may have caused you.

  We have researched this incident and our records show that your bus left at the time it was scheduled to depart.
  
  We are so sorry, but we cannot give refunds to customers who have missed their bus.

  As a courtesy, we will only be able to offer you a Redemption Code to be used for future travel. 

  Please forward your request to *********************, along with this information provided, so that you may be provided a Redemption code.

  While we understand that this may not be the preferred resolution that you requested, please note that redemption code(s) remain valid for 365 days from the date issued and can be used towards any future travel with us. 

  Thank you for choosing Megabus.com. We appreciate your business.

  Kind regards,

  Megabus Customer Support Team  
  
  *************** 

  Customer Answer

  Date: 06/26/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Upon booking a bus ticket for travel with megabus.com from ************ to ******** it almost immediately had to be cancelled due to an area power outage. The website would not allow cancellation or modification to the ticket so an email was sent to ************************************ before departure to cancel the trip for a refund or credit which was denied. Confirmation: AJ6JYMA Reservation Number 51-8512-062224-M21R-2215-PHL-NEW

  Business Response

  Date: 06/25/2024

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you. I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  I apologize for any inconvenience we may have caused you.

  We have researched this incident and our records show that your bus left at the time it was scheduled to depart.

  Each reservation is valid for the date and time listed on your confirmation.  

  I am sorry to hear about this situation, however as outlined and stated in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

  We do allow our customers to change their reservation for a fee up to 3 hours before the time you are scheduled to leave. 

  However, if your trip was executed and successful, we are unable to issue a refund.  

  Thank you for choosing Megabus.com. We appreciate your business.

  Kind regards,

  Megabus Customer Support Team

  Customer Answer

  Date: 07/02/2024

  
  Complaint: 21889025
  
  I am rejecting this response because:
  The initial reservation was made within the 3hr grace ******* an email was sent in an attempt to reschedule immediately after purchase. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/21/2024

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you. I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  I am sorry to hear about this situation, however as outlined and stated in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

  As a courtesy, we are only able to provide you  the value of your reservation via redemption code(s)* as we are unable to issue a refund as we show our bus departed on time. 
  
  You can use the redemption codes when you are ready to reschedule your journey for a time when you are able to travel again. 
  
  Please note that redemption code(s) remain valid for 365 days from the date issued and can be used towards any future travel with us. 

  Your redemption code<s> <has/have> been resent to the e-mail you provided.
  
  Thank you for choosing Megabus, we appreciate your business.
  
  Kind regards,

  Customer Service Escalation Team
  
  

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  May 3,2024 Booking # AJ4V42Q-Purchased two tickets; $69.98- 3-9149-0602244-M862-1040-0RL-MAP $49.98; 9149-06224-M86R-1040-ORL-MAP On the date above I purchased two two tickets from ***** to *******. The customer service representative told us the terms and conditions BUT the customer service representative DID NOT SAY THERE WAS NO REFUND if we wanted to cancel she said that if we cancel we will get at least 50% of the refund returned and the customer also said we can cancel up to 15 min. if we had to. On Wednesday May 29,@5:54 p.m. first I spoke with the customer service representative for the cancellation she said there was no refund so i ask for a supervisor and she transferred me to a manager named Alien. The manager ask me for documentation on why I was cancelling my reservation and I said to him that its a personal reason and its NOT in your policy requiring a customer to provide documentation. The manager Alien was very disrespectful, rude and condescending with his responses. Hoping that this problem can be resolved I would like part of my refund returned to me because that is in their policy and that's what was told to us by the customer service representative.Sincerely,***********************

  Business Response

  Date: 06/06/2024

   

  Hello and thank you for contacting Megabus Customer Support.

  I will be happy to assist you.

  I apologize for the frustration you are experiencing.

  Our customers matter to us and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.

  It is our goal to ensure we are doing everything we can to make our customers happy.

  I am sorry to hear about this situation, however as outlined and stated in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

  We do allow our customers to change their reservation for a fee up to 3 hours before the time you are scheduled to leave.  However, if your trip was executed and successful, we are unable to issue a refund. 

  After a review of your original complaint, Ticket # ******,you were offered a Redemption Code, as you stated you were unable to travel. 

  You can use the redemption codes when you are ready to reschedule your journey for a time when you are able to travel again. 
  
  While we understand that this may not be the preferred resolution that you requested, please note that redemption code(s) remain valid for 365 days from the date issued and can be used towards any future travel with us. 
  

  I apologize for any inconvenience we may have caused you.

  Thank you for bringing this to our attention and for being a valued customer! 
  
  Kind regards,

  Megabus Support Team Escalations
  
  www.megabus.com
  
  

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi, I hope this finds you well. I am reaching out about my two recent trips on Megabus. I have been told that Megabus is punctual and when I called prior to making the reservation I was informed that Megabus is going back and forth daily and has the schedule down really well. I travelled between ************* and *** and BOTH buses were OVER an hour late. Date: April 27, 2024 From: **********, **, ************* (1:20 PM)To: ************************************ Bus Stop - *********/*********************** (5:55 PM)Operated by: Megabus NE 34-7164-042724-M21R-1320-WAS-NEW Date: April 28, 2024 From: ************************************ Bus Stop - 34th St b/*********************** (3:00 PM)To: ***************************** (7:35 PM)Operated by: Megabus NE 76-4540-042824-M21R-1500-NEW-WAS After the first bus was late... I thought it must have just been an outlier, however, the next bus was late. The bus didn't even arrive at the pick-up location until 30 minutes past departure time. Then we also stopped at a gas station on the highway for another 30 minutes with no explanation. Also, the charger did NOT work on the trip back from *** to ***. Considering this is the only perk on this bus... it was extremely frustrating and of course the bus was packed. This is not acceptable. I missed trains and subways because the buses were so late and this cost me additional expenses. You need to be more transparent on length of trips. They also want to blame the delays on traffic. But in one weekend I was late on both trips and one of my friends took a trip yesterday and they were LATE. They are never on time. Thanks,***** .

  Business Response

  Date: 05/12/2024

  Hello and thank you for contacting Megabus Customer Service.
  
  We understand our bus was delayed due to unforeseen circumstances and we apologize for any inconvenience this may have caused you.  

  Our buses are inspected by our drivers every day, but unforeseen issues can still occur on the road.

  We make every effort to stick to our schedule, but delays can be caused by things outside of our control like traffic, road conditions, or weather.
  
  Unfortunately, we don't give compensation for these delays.

  The details you shared about this route will be sent to our Scheduling Dept.
  
  They will review the recent activity on this route and determine if they need to adjust the schedule.
  
  We appreciate your feedback.
  
  Thank you for choosing Megabus.

  Sincerely,
  
  Megabus Customer Support Team
  ************************ 

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 had a round trip purchased for October of 2023. Via email Megabus notified me that the return trip was cancelled and said the trip would be refunded. They only refunded the return trip. When I contacted them about why my full trip wasn't refunded, I was told because I made a change to the first part of my trip prior to their cancellation, which I had to pay a fee in order to change it, that I could only get a credit for the trip. I want a full refund. If any portion of my round trip was cancelled due to Megabus, obviously I should've been given the option to receive a full refund. I would like the monies for the first part of the trip that I didn't and couldn't take returned immediately. I have no desire to use the services of Megabus any further.

  Business Response

  Date: 03/28/2024

  Hello and thank you for contacting Megabus Customer Service.

  We apologize for the inconvenience. 

  After researching the bus cancellation issue, we notified you on 10/2/2023, prior to your ******** Services that your Return trip was being cancelled. 

  Due to the Return portion of the trip being Cancelled, we processed a Refund, as you took no action . 

  There was no notification or a request from you to cancel the ******** services as this Service was not Canceled by Megabus.

  Your request for the Refund was not received until 3/27/2024, and the date of your trip has already passed so your ticket is no longer valid. 

  I am sorry to hear about this situation, however as outlined and stated in in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

  We do allow our customers to change their reservation for a fee up to 3 hours before the time you are scheduled to leave.  However, if your trip was executed and successful, we are unable to issue a refund.  

  We are only able to offer you a Redemption Codeas we are unable to issue a refund due to the mitigating circumstances. 
  
  You can use the redemption codes when you are ready to reschedule your journey for a time when you are able to travel again. 

  While we understand that this may not be the preferred resolution that you requested, please note that redemption code(s) remain valid for 365 days from the date issued and can be used towards any future travel with us. 

  Please confirm the email address you would like the redemption code(s) sent to. 
  
  Should you require additional assistance in this matter, please respond via email to ************************************.
  
  Thank you for choosing Megabus, we appreciate your business.
  
  Kind regards,
  
  Megabus Customer Support Escalation Team  
  

   

  
  
  
  

  Customer Answer

  Date: 03/28/2024

  
  Complaint: 21493203
  
  I am rejecting this response because:
  I was notified that I would receive a refund for the trip. I assumed that I would be refunded the entire round-trip funds. I purchased the trip at one time. Morally it doesn't make sense. If any portion of the trip is cancelled without my consent the entire cost should be refunded. I do not want a credit due to I will never ride a Megabus. It's a small about to a ************* Simply the things and refund the proper amounts.
  
  
  Regards,
  
  ***************************