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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

Find a Location

Megabus.com has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    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 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2024

      Type:Product 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.

      Complaint: 21889025

      I am rejecting this response because:
      The initial reservation was made within the 3hr grace ******* an email was sent in an attempt to reschedule immediately after purchase. 

      Regards,

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

      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.

      Each reservation is valid for the date and time listed on your confirmation.  

      I am sorry to hear about this situation, however as outlined and stated in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

      We do allow our customers to change their reservation for a fee up to 3 hours before the time you are scheduled to leave. 

      However, if your trip was executed and successful, we are unable to issue a refund.  

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

      Kind regards,

      Megabus Customer Support Team

      Business Response

      Date: 07/21/2024

      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 about this situation, however as outlined and stated in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

      As a courtesy, we are only able to provide you  the value of your reservation via redemption code(s)* as we are unable to issue a refund as we show our bus departed on time. 

      You can use the redemption codes when you are ready to reschedule your journey for a time when you are able to travel again. 

      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. 

      Your redemption code<s> <has/have> been resent to the e-mail you provided.

      Thank you for choosing Megabus, we appreciate your business.

      Kind regards,

      Customer Service Escalation Team

    • Initial Complaint

      Date:06/05/2024

      Type:Product 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.
      May 3,2024 Booking # AJ4V42Q-Purchased two tickets; $69.98- 3-9149-0602244-M862-1040-0RL-MAP $49.98; 9149-06224-M86R-1040-ORL-MAP On the date above I purchased two two tickets from ***** to *******. The customer service representative told us the terms and conditions BUT the customer service representative DID NOT SAY THERE WAS NO REFUND if we wanted to cancel she said that if we cancel we will get at least 50% of the refund returned and the customer also said we can cancel up to 15 min. if we had to. On Wednesday May 29,@5:54 p.m. first I spoke with the customer service representative for the cancellation she said there was no refund so i ask for a supervisor and she transferred me to a manager named Alien. The manager ask me for documentation on why I was cancelling my reservation and I said to him that its a personal reason and its NOT in your policy requiring a customer to provide documentation. The manager Alien was very disrespectful, rude and condescending with his responses. Hoping that this problem can be resolved I would like part of my refund returned to me because that is in their policy and that's what was told to us by the customer service representative.Sincerely,***********************

      Business Response

      Date: 06/06/2024

       

      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 about this situation, however as outlined and stated in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

      We do allow our customers to change their reservation for a fee up to 3 hours before the time you are scheduled to leave.  However, if your trip was executed and successful, we are unable to issue a refund. 

      After a review of your original complaint, Ticket # ******,you were offered a Redemption Code, as you stated you were unable to travel. 

      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. 

      I apologize for any inconvenience we may have caused you.

      Thank you for bringing this to our attention and for being a valued customer! 

      Kind regards,

      Megabus Support Team Escalations

      www.megabus.com

    • Initial Complaint

      Date:05/09/2024

      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.
      Hi, I hope this finds you well. I am reaching out about my two recent trips on Megabus. I have been told that Megabus is punctual and when I called prior to making the reservation I was informed that Megabus is going back and forth daily and has the schedule down really well. I travelled between ************* and *** and BOTH buses were OVER an hour late. Date: April 27, 2024 From: **********, **, ************* (1:20 PM)To: ************************************ Bus Stop - *********/*********************** (5:55 PM)Operated by: Megabus NE 34-7164-042724-M21R-1320-WAS-NEW Date: April 28, 2024 From: ************************************ Bus Stop - 34th St b/*********************** (3:00 PM)To: ***************************** (7:35 PM)Operated by: Megabus NE 76-4540-042824-M21R-1500-NEW-WAS After the first bus was late... I thought it must have just been an outlier, however, the next bus was late. The bus didn't even arrive at the pick-up location until 30 minutes past departure time. Then we also stopped at a gas station on the highway for another 30 minutes with no explanation. Also, the charger did NOT work on the trip back from *** to ***. Considering this is the only perk on this bus... it was extremely frustrating and of course the bus was packed. This is not acceptable. I missed trains and subways because the buses were so late and this cost me additional expenses. You need to be more transparent on length of trips. They also want to blame the delays on traffic. But in one weekend I was late on both trips and one of my friends took a trip yesterday and they were LATE. They are never on time. Thanks,***** .

      Business Response

      Date: 05/12/2024

      Hello and thank you for contacting Megabus Customer Service.

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

      Our buses are inspected by our drivers every day, but unforeseen issues can still occur on the road.

      We make every effort to stick to our schedule, but delays can be caused by things outside of our control like traffic, road conditions, or weather.

      Unfortunately, we don't give compensation for these delays.

      The details you shared about this route will be sent to our Scheduling Dept.

      They will review the recent activity on this route and determine if they need to adjust the schedule.

      We appreciate your feedback.

      Thank you for choosing Megabus.

      Sincerely,

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

    • Initial Complaint

      Date:03/27/2024

      Type:Product Issues
      Status:
      Unresolved
      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: 21493203

      I am rejecting this response because:
      I was notified that I would receive a refund for the trip. I assumed that I would be refunded the entire round-trip funds. I purchased the trip at one time. Morally it doesn't make sense. If any portion of the trip is cancelled without my consent the entire cost should be refunded. I do not want a credit due to I will never ride a Megabus. It's a small about to a ************* Simply the things and refund the proper amounts.


      Regards,

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

      Business Response

      Date: 03/28/2024

      Hello and thank you for contacting Megabus Customer Service.

      We apologize for the inconvenience. 

      After researching the bus cancellation issue, we notified you on 10/2/2023, prior to your ******** Services that your Return trip was being cancelled. 

      Due to the Return portion of the trip being Cancelled, we processed a Refund, as you took no action . 

      There was no notification or a request from you to cancel the ******** services as this Service was not Canceled by Megabus.

      Your request for the Refund was not received until 3/27/2024, and the date of your trip has already passed so your ticket is no longer valid. 

      I am sorry to hear about this situation, however as outlined and stated in in the terms and conditions prior to proceeding with the purchase, all ticket sales are final. 

      We do allow our customers to change their reservation for a fee up to 3 hours before the time you are scheduled to leave.  However, if your trip was executed and successful, we are unable to issue a refund.  

      We are only able to offer you a Redemption Codeas 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. 

      Should you require additional assistance in this matter, please respond via email to ************************************.

      Thank you for choosing Megabus, we appreciate your business.

      Kind regards,

      Megabus Customer Support Escalation Team  

       




    • Initial Complaint

      Date:03/24/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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: 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,
      ***************************

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

    Megabus.com is NOT a BBB Accredited Business.

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