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

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

• 

  Megabus

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

• 

  Megabus

  775 E Broad St Athens, GA 30601-2826

• 

  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:11/23/2022

  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.

  [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,
  
  **************

  Business Response

  Date: 11/28/2022

  ****************,
  

  I hope all is well. 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.   
  
  Due to our terms and conditions, our tickets are nonrefundable. Once completed, megabus reservations cannot be canceled or refunded, but they can be traded in for another journey up to 3 hours before your original scheduled departure.
  

  Megabus is not responsible for delays or cancellations caused by traffic, road conditions, weather or other causes over which it has no control.
  

  Alternatively where megabus fails to provide on time-reliable service for reasons wholly within our control refunds, or alternative travel arrangements, may be offered.
  
  As a courtesy, I have provided you with a redemption code. Your redemption code was sent to your email address ******************** on November 28, 2022. Your redemption code is valid for 365 days from issue date.
  
  I apologize for the inconvenience we have caused you.
  
  Thank you for choosing Megabus.com. We appreciate your business.
  
  Kind regards,
  *******

• Initial Complaint

  Date:11/03/2022

  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.

  [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 ********. This resolution addresses some of the points made within my initial complaint, although not all. However, to save the hassle of continuous emails and no further resolution by the business, I will accept their resolution with no plans to redeem their redemption codes prior to their expiration date.
  
  Regards,
  
  *************************he ************** Trapped for over three hours, everyone was forced to wear a mask for the entirety of the trip or breathe in unsanitary air.One of the selling points to Megabus is the free WiFi. However, neither trip had any WiFi at all. I was forced to use the hotspot on my phone to work, draining my phone battery to get work done.Needless to say, I demand a full refund for the amount I paid to my BANK ACCOUNT, not a CREDIT to use for your service again, as I will never be utilizing Megabus again.I booked this round trip journey on July 30 for $83.48 on my **** card. This was for two reserved seats on the October 13 bus from ********* to ******** at 2:35pm and for two reserved seats on the October 17 bus from ******** to ********* at 12:00pm. I am asking for the full refund back. That is the only acceptable resolution.

  Business Response

  Date: 11/09/2022

  Hello *******,
  

  We have reviewed your concern related to your complaint ticket #****** and would like to advise our conclusions.
  

  We have reported your feedback directly to the hub manager to review and further investigate your claims of the drivers erratic driving on 10-13-2022. As per GPS tracking and bus performance reports, no erratic driving could be confirmed as the trip indicates to have been operated within the appropriate safety parameters set forth for all our drivers.
  

  As per your travel on October 13,2022 from ******** to *********, there were no issues with the ** during the precheck before the bus departed the yard. As per weather reports for October 13, 2022 the temperature reached a high of 67 degrees.
  

  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, however we have forwarded your feedback regarding the temperature to the hub manager for review. 
  

  Additionally, your report regarding the status of the cleanliness of the bus on 10-17-2022 was also reported to the Operations Manager for review. The service you took was a turn around service meaning that the bus would not have been able to access cleaning facilities before returning to the yard. We sincerely regret any inconvenience this caused you.
  

  Please be advised that at this time, we are unfortunately unable to offer Wifi in order to continue to provide service across ******* and ****** to all our valued customers.
  

  While we are unable to honor your request for a refund (as per our terms and conditions) since both of your trips operated on or close to schedule and successfully got you between ******** and *********, we have provided you with redemption codes worth the 100%value of your booking as a courtesy in the total amount of $83.48USD.
  

  Redemption codes are valid for one year after the date issued and can be used towards any future megabus.com travel in *******.
  

  In order to use the codes simply input them into the field indicating (+Add Redemption Code) at the bottom of the checkout screen.
  

  The codes were sent to the email address ******************** on 11-09-2022, please advise if you have not received them so that we can have them resent to you promptly.
  

  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 Support Team
  https://************************

• Initial Complaint

  Date:10/25/2022

  Type:Delivery 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 have been waiting in a rest stop area for three hours our bus broke down around 2 PM they told us we would have to wait about 60 to 90 minutes for a repairman. The repair man came and could not fix the bus, now megabus the company is telling us that we have to wait for another megabus to be sent from **, that is three hours away. We are on the border of ************** and coming from ** in rush-hour we will have to wait 4 plus hours. Customers have requested that they call a charter bus that is closer by and they are refusing to do so. I have called to ask for a refund and theyre telling me I cant even get my refund until the trip is done, which requires me to wait 4+ hours to get that refund. This the second time this is happened to me, they dont have any type of set up that will make sure that customers dont have to wait hours for repairs or rescheduling they have no support systems, no headquarters, nothing, this is a bad business and I want my money back. I will never ride megabus again. They need a better infrastructure this is ridiculous.

  Business Response

  Date: 10/31/2022

  Hello Saada and thank you for contacting Customer Service.
  
  Were very sorry for the long delay you experienced on your trip and for any inconvenience that this has caused you.
  
  We have refunded you in the amount of $74.99USD on 10-26-2022.
  
  As per our payment systems, it appears that the funds have been successfully returned to the account associated with the payment method used to book on 10-31-2022 at approximately 7am EST.   
  
  If the refund is not yet reflecting on your bank account, please note, some institutions can take between **** 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.com, we hope that you can allow us another opportunity to better serve your future travel needs.
  
  Kind regards, 
  
  megabus.com Customer Support

• Initial Complaint

  Date:10/24/2022

  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.

  [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,
  
  ************************* he pointed his finger at the drive and then took off his glasses to ride on the side of the 18 ******* to let him see he was mad. This is not good practice driving a bus with people on it.

  Business Response

  Date: 10/25/2022

  Hello ***** and thank you for contacting Customer Service.
  
  I am happy to assist you today and very sorry to hear that you felt your safety was at risk on your recent trip.  
  
  Safety is a top priority, and we take these concerns extremely seriously and greatly appreciate you bringing this matter to our attention. 
  
  We will review all mitigating factors and take the necessary actions required to ensure this matter is remedied with the utmost urgency.  
  
  I apologize for any inconvenience we have caused you.
  
  Thank you for choosing Megabus.com. We appreciate your business.
  
  Kind regards,
  
  *******