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Business Profile

Bus Lines

Megabus.com

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bus Lines.

Complaints

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

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Megabus.com has 13 locations, listed below.

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    Customer Complaints Summary

    • 136 total complaints in the last 3 years.
    • 33 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:10/12/2022

      Type:Product Issues
      Status:
      Resolved
      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 Saturday, October 8th at 7:50 am, I rode the ************-******** bus (AJLKA2Q). While I had bought a reserved ticket in advance, it was over-sold, and the driver forced 3 people, including me, to stand/sit on the rear stairwell. Uncomfortable and unsafe! I've already asked Megabus for a refund, but Megabus is refusing because the camera footage, which almost certainly does not cover the rear stairwell, does not show this incident. I don't have a photo, unfortunately. Please process my refund ASAP. Thank you.

      Business Response

      Date: 10/17/2022

      Hello *******,

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

      Currently this incident is still under investigation. We are trying to retrieve the cameras in the back of the bus.

      Please allow 3-5 business days. I apologize for any inconvenience we may have caused you.

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

      Kind regards,
      *******

      Customer Answer

      Date: 10/25/2022

      [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.

      Megabus has since sent me redemption codes for $24.50 that can be used for future travel. Thank you!

      Regards,

      *************************

    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 reservation (ORDER: AJLJELY) from ************* to ****** (Reservation number: 17-6956-093022-M22R-1530-NEW-BOS) on September 30, 2022 departing at 3:30 PM and reaching at 8:45 PM. I received the cancellation notice at 1:40 pm but I had already left my home by then. I had to reschedule the trip to 6:30 pm (Reservation number: 47-9417-093022-M22R-1830-NEW-BOS) the same day which was supposed to reach at 11:15 pm. The 6:30 pm bus did not start until close to 8 pm and it reached ****** at 1 am the next day. I left home at 1:15 pm and was at the bus stop (street, uncovered) in cold/freezing weather until 8 pm. Also I was supposed to reach at 8:45 pm but didnt reach until 1 am the next day. Due to this, I incurred extra food and cab costs (since the person coming to receive me couldn't come at 1 am). Megabus mentioned the bus was cancelled due to driver not available. Hence, I ask for the settlement mentioned below. If this is not received, I will take adverse actions as follows: 1. Dispute Credit Card transaction with my financial institution 2. File complaint with **************************** 3. File complaint with ******************************* 4. Pursue legal action in Civil and Small Claims Courts Settlement: Ticket Price: $32.50 Food Costs: $20 Cab cost: $30 Total: $82.50 (will accept reduced amount $68.48, read below)I paid $68.48 for the round trip ticket. If you simply refund me the full amount back to my card, I will accept and settle this case. I (DO NOT) want any coupons since I will never travel with Megabus again because of this horrible experience. I only want full refund back to my original payment method.

      Business Response

      Date: 10/07/2022

      Hello *****, 

      We have reviewed your concern and would like to advise our conclusions. 

      I am sorry to hear that you have experienced this issue and for any inconvenience that this has caused you.

      We have honored your request for a refund in the amount of $68.48USD on 10/7/2022.  

      Please allow up to 3-5 business days for the funds to return to the account associated with the payment method used for the purchase. 


      Thank you for choosing megabus.com, we hope that you can allow us another opportunity to better serve your future travel needs. 


      Kind regards, 


      megabus.com Escalation Team

      Customer Answer

      Date: 10/11/2022

      [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:
      With reference to complaint ID ********, I have received the full refund as I had requested and you may close this case, marking it as resolved.  

      Best,
      *********************

    • Initial Complaint

      Date:09/27/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Order trip to *************** from ******* and megabus canceled trip but didnt refund full purchase. Looking to get full refund.

      Business Response

      Date: 09/29/2022

      Hello ****, 


      We're sorry that we had to cancel your trip.


      Since you were unable to travel, we have refunded your booking in the total amount of $84.99USD.

       

      We have included the booking fee in the amount of $3.99USD on 9-29-2022. 


      Please allow 3-5 business days for the return to process.


      Thanks for choosing megabus.com, we hope that you can allow us the opportunity to better serve your future travel needs. 


      Sincerely,

      Megabus Escalation Team

      Customer Answer

      Date: 09/29/2022

      [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:09/21/2022

      Type:Customer Service 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.
      Worst bus company ever! I scheduled a round trip ride for my mother to see her deceased mother in **************. Megabus decides that last minutes the bus is canceled with no further explanation. I called the customer serviced and spoke to a representative by the name of ***** and she informs me that its booked out for the rest of the year. My mother has mental and physical illness that prevent her from flying. And being that its so last minute everything else is booked for other companys. As Im expressing whats going on to the incredibly insensitive customer service representative she says to me can I speak now in a rude manor. VERY UNPROFESSIONAL COMPANY! Nothing was offered but a refund. Nothing for the mishap, the cancellation or anything.

      Business Response

      Date: 09/26/2022

      Hello Desire, 

       

      We have reviewed your concern and would like to advise our conclusions. 

       

      It appears that the trip on 9-18-2022 from ************ to ******** was cancelled on 9-16-2022 due to operation issues.

       

      We have refunded you in the amount of $101.49USD on 9-26-2022, please allow up to 3-5 business days for the funds to return to the account associated with the payment method used for the booking. 

       

      We regret that there weren't any future megabus.com  trips travelling from Fayetteville to ******** which could have accommodated your mother. 

       

      Additionally, we apologize that the agent who assisted you was not empathetic to the situation. 

       

      Rest assured that we have shared this instance with the management team who will provide feedback to the involved employee. 

       

      Thank you for choosing megabus.com, we hope that you can allow us another opportunity to better serve your future travel needs. 

       

      Kind regards, 

       

      megabus.com Escalation Team

       

       

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 my sister to go from *********** to ******** ** at 1:45 on 9/2/22. The bus never showed up and the customer service representative was unable and unwilling to put her on another bus for the same day.

      Business Response

      Date: 09/13/2022

      Hello *********,

      I apologize for the frustration you are experiencing. Our customers matter to us, and we 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.   

      After investigating this matter, we see that the bus departed one hour, and three minutes after the scheduled time.

      We understand our bus was delayed due to unforeseen circumstances and we apologize for any inconvenience this may have caused you.  

      Unfortunately,we cannot offer compensation for situations outside our control such as traffic, road conditions, or weather.

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

      Kind regards,

      *******

      Customer Answer

      Date: 09/13/2022


      Complaint: 17899962

      I am rejecting this response because: My sister was denied entry on to the bus by the bus driver and had to pay for another ticket on another company due to your driver's incompetence.
      There was no communication by anyone at the company and I was told I would be getting a refund by the representative on the phone due to there not being anymore buses for the rest of the day over a holiday weekend.
      the "track my bus" tool was incorrect and no one at the campus was available to assist. 




      Regards,

      ***************************************

      Business Response

      Date: 09/26/2022

      *********************, 

      I am sorry to hear you and your sister have experienced this issue and for any inconvenience that this has caused you both.

      We have refunded you in the amount of $29.99USD on 9-26-2022.  

      Please allow up to 3-5 business days for the funds to return to the account associated with the payment method used for the transaction. 

      Thank you for choosing megabus.com, we hope that you can allow us another opportunity to better serve your future travel needs.


      Kind regards, 

      megabus.com Escalation Team

      Customer Answer

      Date: 09/26/2022

      [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:08/08/2022

      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.
      On Aug 8, 22 I booked a ticket with megabus from ** to *************. Everyone boarded the bus and we proceeded to DC, 3 mins into the drive everyone realized the air conditioning was not on. (Let's be mindful we're in the middle of summer with the temperature in the mid 90s). Im assuming the driver knew the ** wasn't working because he already had the back window open. Now everyone is complaining about the air being hot and stuffy, the driver continued driving without any apology. He didn't say anything to the passengers. This is unfair and uncomfortable to be forced to sit on this stuffy hot bus for 4 hours sweating. Everyone on this bus needs to compensated someway some how, for being forced to take this bus without being informed it wasn't functioning properly. Especially with the issue is with the ** during a hot summer day

      Business Response

      Date: 08/15/2022

      Hello ****** and thank you for contacting megabus.com.

      Thank you for your patience regarding response to your concern.

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

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

      Please be on the look out for an email from [email protected] which you can use towards a future ticket.

      Unfortunately, as per our terms and conditions we are unable to honor your request for a refund.

      We regret any inconvenience this may cause you. 

      Thank you for choosing megabus.com, we appreciate your business! 

      Kind regards,

      ************
      Customer Service Specialist
      https://************************ 

    • Initial Complaint

      Date:07/21/2022

      Type:Customer Service 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.
      My daughter was reserved for a bus leaving *************, ** at 1:20PM on 7/21. She got to the bus stop 15 minutes early and after waiting until 1:50 with no sight of the bus, we signed in to the MegaBus website and tracked her bus. The website said the bus was expected at 4:10PM. Just to be certain, we called the customer service number and spoke to ****** and she confirmed that the original bus had an engine issue and a replacement bus was being provided. We asked her if my daughter could leave and come back and she said to be back by 3:30 in case the bus came earlier. Normally my daughter would have waited for the bus but with a 2 1/2 hour wait in 90 degrees heat, we took ******'s advice and my daughter Uber'ed back to campus. At around 2:50, the tracking on the website changed to say the bus left at 2:18. Evidently, the tracker was tracking the disabled bus and no one at MegaBus customer service knew that. So we got erroneous information from both MegaBus customer service as well as the ********************** website. After missing that bus, we tried to change the ticket to the next bus and the only availability was the next day at 1:20AM, not the most convenient time to travel. Also, we weren't able to change this online so we called customer service again and ******* was able to help us make the change, however, we were charged an additional $8.01. Through no fault of her own, my daughter trusted the MegaBus customer service representative and the ********************** website and because of that, she missed her bus and is being forced to take a bus in the middle of the night. As well as having to take an additional two Ubers (one from the original bus back home and another to the early morning bus.) She also incurred and additional fee to book the change. The reservation number is 20-7787-072122-M28R-1320-STA-NEW

      Business Response

      Date: 07/25/2022

      Hello ****, 


      We have reviewed your concern and would like to advise our conclusions. 

       

      We apologize regarding your daughters most recent experience using our services. 

       

      As a result of this inconvenience, we have waived the booking/change fee in the amount of $8.01USD. 

       

      The refund has been initiated and we kindly ask that you allow 5-7 business days (depending on your financial institution) for the funds to return to the account associated with the payment method used for the transaction. 

       

      Please be advised that the information provided from your feedback has been escalated to the Operations Manager for review, as to prevent a reoccurrence of tracker conflict. 

       

      We sincerely regret that this matter has negatively impacted your daughter's experience travelling with us. 

       

      We sincerely hope that you can allow us another opportunity to better serve your future travel needs. 

       

      Thank you for choosing megabus.com, we appreciate your patronage!

       

      Kind regards, 

       

      Customer Service Escalations Team

      https://www.megabus.com 

      Customer Answer

      Date: 08/01/2022


      Complaint: 17601470

      I am rejecting this response because:

       

      It wasn't the additional $8 that upset me, although that was inexcusable, it was the fact that my daughter had to take a 1:20AM bus that gets in to ************* at a time that most folks would not want their young daughter to be walking around in that particular neighborhood. Because of the total incompetence of your company in both the customer service representatives we spoke to as well as your online bus tracking program, my daughter was extremely inconvenienced and put in a very difficult and dangerous position. A refund of the erroneous $8 charge that I should have never been charged in the first place in no way excuses what happened.




      Regards,

      *************************

    • Initial Complaint

      Date:07/20/2022

      Type:Customer Service 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.
      The driver assigned to the Bus leaving from ******,** to ********,** on 7/20 @ 3:30pm EST was extremely rude and unprofessional. He refused to let anyone on the bus get down to use the bathroom even though the bathroom on the bus was broken. He was disrespectful, rude to the passengers, and threatened physicality when I informed him I would be making a complaint. I will be reporting his threat to the police as well.

      Business Response

      Date: 07/25/2022

      Hello *******, 


      We appreciate the information you provided about our employee, and we apologize for this incident.


      Customer service is our highest priority. We wouldn't be who we are without you, our valued customer.


      The details included in your email will be forwarded to the General Manager who will provide feedback to the employee concerned.

      We hope that you can allow us another opportunity to better serve your future travel needs. 


      Thank you for choosing megabus.com, we appreciate your patronage!


      Sincerely,

      Customer Service Escalations Team

      https://www.megabus.com 

    • Initial Complaint

      Date:07/20/2022

      Type:Sales and Advertising 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 would like to file a complaint with the company Megabus where the bus station in ******** was impossible to find. There was no signs anywhere indicating how to get to the bus station from the metro.The signs should be large and have the same font style as the company logo so it's easy for anyone (nurotypical or atypical) can find the location.I almost missed the bus due to the fact that I had a difficult time finding the bus station.

      Business Response

      Date: 07/25/2022

      Hello *******, 

       

      We have reviewed your feedback and would like to advise our conclusions. 

       

      We appreciate your feedback and have forwarded this information to the appropriate Operations Manager for review. 

       

      We sincerely appreciate your feedback regarding sign placement at the ******** stop location as it will assist us in efforts to improve our services for our valued customers. 

       

      Thank you very much for choosing megabus.com, we appreciate your patronage!

       

      Kind regards, 

       

      Customer Service Escalations Team

      https://www.megabus.com 

    Megabus.com is NOT a BBB Accredited Business.

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