Bus Lines
Megabus.comHeadquarters
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Complaints
This profile includes complaints for Megabus.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 120 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/16/2022
Type:Sales and Advertising IssuesStatus: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: 10/25/2022
Hello ***** and thank you for contacting Megabus Customer Support.
Were sorry to hear that your trip was delayed on October 6, 2022, 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.
Can you please provide us with the email address you will like your redemption code sent?
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 and we hope to serve you again soon.
Sincerely,
*******Initial Complaint
Date:10/15/2022
Type:Service or Repair IssuesStatus: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.
Purchased a Megabus ticket and waited for 40 minutes after schedule time, decided to call customer service to check the whereabouts of the bus (the bus tracker incorrectly placed it almost to ********). The agent disclosed because of a road blockage of some sort the bus will no longer be servicing at that stop. I told him other buses were arriving from other companies and he reiterated I would have to make my way to the other stop 15 min away. I would not have made it in time. The bus never arrived to scheduled stop and if it did, the agent gave me incorrect information leaving me to purchase a ticket with another bus.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.
After investigating this matter, I see you were not alerted about the bus stop change.
For the inconvenience, I have gone ahead and provided you with a refund of $22.50.Please allow 3-5 business days for the funds to be returned to the original payment method.
Thank you for choosing Megabus.com. We appreciate your business.
Kind regards,
*******Initial Complaint
Date:10/12/2022
Type:Product IssuesStatus: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.
Megabus has since sent me redemption codes for $24.50 that can be used for future travel. Thank you!
Regards,
*************************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,
*******Initial Complaint
Date:10/06/2022
Type:Service or Repair IssuesStatus: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:
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,
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 TeamInitial Complaint
Date:09/27/2022
Type:Delivery IssuesStatus: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: 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 TeamInitial Complaint
Date:09/21/2022
Type:Customer Service IssuesStatus: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.
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
Megabus.com is NOT a BBB Accredited Business.
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