Complaints

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

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Megabus.com has 13 locations, listed below.

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• 

  Megabus.com

  349 1st St Elizabeth, NJ 07206-4010

• 

  megabus.com

  318 3rd Ave N Ramp C Minneapolis, MN 55401-1604

• 

  megabus.com

  240 Kellogg Blvd E Union Depot Saint Paul, MN 55101-1545

• 

  Megabus

  John F Kennedy Blvd & 30th St Phila, PA 19104

• 

  Megabus.com

  815 Pierce St. Houston, TX 77002

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:03/24/2024

  Type:Service or Repair 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.

  My first time taking Megabus and it was less than pleasant. I took the bus from ************* March 20th for 7:20. The bus was late causing a delay. I didnt arrive in ******** until about ***** after the scheduled time causing me to change my plans. Not to mention it was super cold. I attempted to exchange my departure ticket. At the end of the transaction it said that I had a $29.99 credit. That credit was not received and it looked like I had abandoned the trip. I called customer service and the agent was beyond rude and inconsiderate. My problem never got resolved. Although the cost is cheaper I will not recommend using this service. I would like to be fully refunded for my purchase.

  Business Response

  Date: 03/24/2024

  Hello and thank you for contacting Megabus Customer Service.
  
  After reviewing your account, we see that your trip has passed from your contact on 3/24/2024..
  
  As a general rule of thumb, emails take about 3-5 business days for a response.
  
  In the future, if you need immediate assistance, we advise you to contact our customer service at ************, 8AM - 8PM EST, or you can send us a message on ******** (Megabus) or ******* (@megabushelp).

  Our records show that our call center was contacted on 3/24/2024. for your travel dates: 38-8164-032124-M21R-0720-WAS-NEW and 34-3254-032224-M21R-1400-NEW-WAS.

  We are eager to address your concern, but we can't find your account for your travels on 3/20/2024.
  
  Please resend your information along with your reservation number to ************************************, 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.
  
  Thanks for choosing Megabus.
  
  Sincerely,
  

  *****

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

  Customer Answer

  Date: 03/24/2024

  
  Complaint: 21478878
  
  I am rejecting this response because:

  I have reached out to the customer service via email and I am awaiting further response. The reservation number is 34-3254-032224-M21R-1400-NEW-WAS. In an attempt to exchange my ticket for credit it didnt process.

  
  
  Regards,
  ***************************

• Initial Complaint

  Date:12/31/2023

  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.

  My bus from ** to *** was supposed to depart on 12/31/2023 at ****. I arrived around **** per the guidelines to ensure Megabus had ample time to check tickets and load luggage before departure. It was 37 degrees outside. Our bus did not arrive in the station until ****. People were standing out in almost freezing temperatures for over an hour with few updates and no options for keeping warm. This is beyond unacceptable. Megabus should issue refunds/ credits to every ticket holder and have an overhaul of operations management as this is not an isolated incident.

  Business Response

  Date: 01/10/2024

  Hello and thank you for contacting Megabus ****************.
  
  Were sorry to hear that your trip was delayed and we understand how much of an inconvenience this can cause you.
  
  As an apology, we will send you a redemption code worth 100% of the price of your original ticket. It will arrive in a separate email and can be used towards a future purchase.
  
  To receive your discount, simply enter your code in the area provided before making your final payment. 
  
  Thank you for choosing Megabus and we hope to serve you again soon.
  
  Sincerely,

  *****

  Megabus **************** Escalation Team

• Initial Complaint

  Date:11/21/2023

  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.

  My daughter was stuck in ******* at the hillcroft location in *******, 1st bus broke down and it was hours before another bus came. Daughter was outside waiting for over 4 1/2 hours . *************** closed at 8pm but calls were made before that. No response

  Business Response

  Date: 11/23/2023

  Hello and thank you for contacting Megabus Customer Service.

  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.

  You may forward your complaint with the information directly to ************************************.
  
  Thanks for choosing Megabus.

  Sincerely,

  Megabus Escalation Team

   

• Initial Complaint

  Date:11/14/2023

  Type:Sales and Advertising 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.

  reservation 5/9-1384-111823-M23R-0930-PHI-NEW I purchased 4 tickets going from a location in ************ to ***, round trip for 18Nov23. First, the return tickets (***-***) were cancelled, and a refund was given for that portion of the trip only. I was left with tickets that were no longer a round trip. A refund was requested for the first portion (***-***) and that was denied. So now I am going to *** with no return trip. Then, the location as to where the bus was leaving from *** was changed. So now, I am leaving from a new location that I did not originally select and cannot get home. The company refused a refund for the remaining one-way tickets. When I purchased the tickets, there is a reasonable expectation that they would not continue to change the locations, departure times, or trip in general. All these changes made the trip useless as I had an itinerary to follow that required the specific times and locations that I booked.

  Business Response

  Date: 11/17/2023

  Hello ***,

  I will be happy to assist you today!

  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 have reviewed your account and see that we have successfully refunded you in the amount of $58.94 on November 16, 2023.  I also see you have been refunded in the amount of $44.95 on September 19, 2023.
  
  Please allow 3-5 business days for the funds to show in your account.
  
  Thank you for choosing Megabus. We appreciate your business.
  
  Kind regards, 
  *******  
  

  
  

  Customer Answer

  Date: 11/20/2023

  [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:09/30/2023

  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.

  I purchased a ticket for a bus from ************ to ** in April 2022. The bus never showed up. I was issued a code for the value of the bus which I am now being told has expired. The value of money does not expire and this is fraud.

  Business Response

  Date: 10/11/2023

  Hello ******,
  
  I am eager to address your concern, but I 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.
  
  Thanks for choosing Megabus.com. We appreciate your business.
  
  Kind regards,
  
  *******

• Initial Complaint

  Date:09/15/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Megabus cancelled my trip from *******, ** to **********, ** on 9-30-23 due to inclement weather. I contacted them numerous times by both phone an email to issue a refund, They assured me on all occasions that they would issue a refund, but it never showed up. Booking number 2-7434-093023-M94R-1100-ATL-MON. They refused to send an email confirmation of any refund.

• Initial Complaint

  Date:07/19/2023

  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.

  I was involved in a traffic accident on a megabus traveling from ************* to ************ on 6/22. I have called and called these people for information with no response. I was able to finally track down the police report. I spoke with a gentleman from Megabus last Tuesday who offered me my fair back but we were disconnected. I called back and got someone else who stated they weren't doing anything. Here's the report number for the accident you all can't seem to find. PA2023-826846

  Business Response

  Date: 07/29/2023

  Hello **********,
  
  I am sorry to hear that you have experienced this issue and for any inconvenience that this has caused you.
  
  We have refunded you in the amount of $19.99USD on 7-29-2023.  
  
  Please allow 3-5 business days for the funds to return to the account associated with the payment method used to book. 
  
  Thank you for choosing megabus.com. We appreciate your business.
  
  Kind regards, 
  
  Megabus Customer Support Team
  
  *************************************;

• Initial Complaint

  Date:06/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 more than one occasion, Megabus has failed to have wifi. For those with slow phone service, or low data plans, this means the duration of the bus trip is without internet access and this is a safety concern

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 bought a bus ticket for 1:50am in the morning to get to ******** for a job interview. I arrived at 1am and waited for 3 hours for a bus that NEVER showed. Everyone that booked a ticket for the same bus were there and everyone said the bus never arrived. I called Megabus twice and when I got to a representative, I was hung up on both times. I emailed three times and never received a response. Then they deleted my comments on their Instagram account. I would never ride for this ************* again. Boycott megabus.

• Initial Complaint

  Date:06/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  when you travel with megabus, you ride with confidence and comfort..I booked a round trip from ** to ******** and arrived at the bus station, after waiting over an hour passed the departure time did We struggle to finally find someone who told us that trip had been canceled. He couldnt provide us a number to call but only an email and told us if theres space we can join that bus after finally getting ahold of customer service, we were told no refund can be offer after the trip is booked. They have since changed their policy and said that A REFUND can be offered. but told me theres nothing they can do for me since its pass the time. the customer service on the other line said we were notified but couldnt provide proof but even then agreed that 3 hours prior was not a reasonable amount of time by megabus but still cant help me. i booked a round trip and they only offered a one year voucher for one way because only one way was canceled so they believe canceling my trip with no notice what so ever and the fact that we couldnt even contact them that day, its reasonable to assume we should have found our own way to ******** and us the round trip ticket back. I was actually told this and he had to explain round trip to me. this company is abusing covid as a reason because the bus we were finally placed on was packed and no mask regardless of the sign, if megabus actually cares about safety or their customer they can review the cameras to see this was 100% the condition of the bus we were placed on after being told the cancelation was due to over crowding on my original trip.