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

  815 Pierce St. Houston, TX 77002

• 

  Megabus

  118-128 10th St, Pittsburgh, PA 15222 Pittsburgh, PA 15222

• 

  megabus.com

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

• 

  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:08/14/2024

  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.

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

  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: 07/25/2024

  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

  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: 07/25/2024

  [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.

  [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,
  
  
  
  ***** ********r 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  
  
  ***************