Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Subject: Complaint Regarding Incorrect MegaBus Tickets and Refusal to Correct Without Fees To Whom It May Concern: I am filing this complaint about MegaBus's ticketing system, which resulted in me receiving incorrect tickets. Despite my repeated requests to resolve this without additional fees, MegaBus has refused to take responsibility. Details of the Issue: On December 18, 2024, I purchased two tickets by online: New York to Philadelphia at 1:15 PM on December 30, 2024 Philadelphia to New York at 8:00 PM on December 30, 2024 Instead, I received tickets for: Philadelphia to New York at 8:30 PM on December 30, 2024 New York to Philadelphia at 1:20 PM on January 1, 2025 This error is entirely MegaBus's fault, as I selected the correct dates and times at purchase. MegaBus’s Response: I requested MegaBus correct the tickets without fees, as the error was not mine. MegaBus declined repeatedly. Additionally, MegaBus has refused to refund $51.97 for the incorrect tickets. This is not the first time I’ve encountered such issues. MegaBus’s habitual errors, compounded by their system not allowing a ticket preview before purchase, are unacceptable. Impact and Request for Resolution: MegaBus's refusal to resolve this issue is disappointing. I request that MegaBus: Correct the tickets to match my original purchase without fees. Refund $51.97 for the incorrect tickets. Review their ticketing and customer service practices to prevent further issues. I have also reported this to my credit card company and will escalate further if no resolution is provided promptly. Thank you for your attention. I look forward to your response. Sincerely, ***** ***

• Initial Complaint

  12/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  11-21-24 I booked round trip bus trip for my son to return home for Thanksgiving. 11-27-24 I received an email from Megabus stating that " the trip scheduled for December 1, 2024, from ********* to *********** is currently at full capacity.." 11-28-24 I contacted Megabus via email and requested a partial refund because their available options didn't meet our son's needs because he needed tp return to school by 1:30 PM on December 1st. ************** The Megabus responded and said " refunds are not typically provided per the terms and conditions of our services. However, in the spirit of good customer service, we would like to offer you a redemption code that is valid for 365 days from the date of issue. This code can be used to book another trip in the future with us."11-28-24 I responded to the the response listed above and asked them to make an exception to the policy because the available options didn't meet my son's needs. If they had a comparable time for a bus then I would have accepted it. 11-28-24 They sent another email reinforcing their policy. I think there has to be some flexibility with their policy especially if the available options don't meet the customers needs. It is an all or nothing approach that is very concerning to me. We had to quickly search and book a bus ride with another bus service to ensure he arrived at his destination in a timely fashion. I am not sure of the frequency of overbooking but I think there should be more options given when the company can no longer provide a service they agreed to provide. I booked the bus trip approximately 9 days in advance and only received one option. This is not consumer focused. I refused the free code because I am no longer interested in receiving services from this company that I can no longer trust is going to provide the service they agreed to render. Also, my son's friend's Megabus was cancelled today the same day of departure. I would like a partial refund of $25.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was waiting for over 10 minutes for this bus to show up I had paid for it I was early and the bus was late 7 minutes after it's time to arrive at the bus stop it literally drove past me it was freezing outside and I wave my arms and try to chase it down but they did not pay attention because they were running late I'm guessing but I ended up having so many financial and life consequences because of them and they were just rude on the phone they did not care that I had obligations I had to be at for my own welfare they said there's no way I could contact the people for escalating it there's nothing they could do there was nothing there was just nothing but a bad attitude from the person I spoke with.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Mega Bus canceled my trip, I requested a refund so I could rebook my trip. Because it was a reschedule from another time the money was refunded in separate ways. You have to pay a rebooking fee when you rebook. I was refunded my rebooking fe but was never refunded the price of the ticket. I have gone back and forth through customer service and email. I also spoke to a lady at Megabus. She agreed that I was not refunded but had to send it to management so I could get my refund. They came back and said they already refunded me. I have never received my refund of 178.95. I want my refund. I just want to rebook the other half of my family trip to NY. I will never use Megabus again. I have never had such a horrible experience with them. I have been using them for over 15 years.

• Initial Complaint

  11/09/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I booked a trip in error. Once you put in your card information it automatically reserves for you. It was done so quickly that I didn't need the trip. I was just browsing destinations, times and fees. Got a credit. Credit was applied to another trip I was actually needing to make. Driver canceled. I was refunded $7.00 because they use the previous $25.00 towards my credit that was then canceled and they won't refund me back that amount. Unbelievable. You tell me I only paid $7.00 but I originally paid $25.00 for the first trip plus the $7.00 for the second trip. They stating no you only paid $7.00 and used the credit. Which I didn't because that trip the driver canceled. So they just took the $25.00 claiming it's a credit already used but gave me back $7.00 I had added for second trip reserved. These people are crooks. I will never use them again.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bus never stopped at pickup location Leaving customers stranded in a gas station parking lot. When contacted they offered no resolution to the problem other than a refund or reschedule. They were content to leave customers to figure it out.

• Initial Complaint

  10/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am writing to express my extreme dissatisfaction With flex bus company regarding their unfair business Policies and inadequate customer service Despite multiple attempts to resolve issues I have experienced repeated problems with this company. double booking and refusal to cancel I was incorrectly booked for two seats simultaneously When I attempt to cancel the company refused Failure to receive confirmation email which caused me to miss my bus customer service was unable to resolve the issue before the bus departed App failure, and unhelpful customer service Today I attempt to reschedule my trip using the company app But it did not allow me to do so When I finally got a hold of customer service, they refused to assist me sighting the bus left minutes before I have experienced significant financial loss And inconvenience due to flix. bus And effective policies and customer service I am requesting that some of these policies being investigated because There is no recourse for complaints. Am looking for a refund credit or something for the money that I have lost so far.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bus ticket from Megabus for a New York City to Washington DC trip for August 15. I received an email the night before that my bus was cancelled and that I could get a full refund or book another ride. Megabus did not have any other buses for August 15 to DC. I cancelled and was only issued a partial refund. I called and 1st rep said they will give me a full refund. Didn't receive full refund so emailed and 2nd rep said they're not giving full refunds. I should be refunded all of my money as Megabus cancelled the ride and didn't provide any other options for same day travel. In addition their rep on the phone said I would get a full refund. I am missing $3.99

  Business response

  08/29/2024

  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 that we had to cancel your trip.

  Since you were unable to travel, we have refunded your booking fee.
  
  Please allow 3-5 business days for the return to process.
  
  Thanks for choosing Megabus!
  
  Sincerely,
  
  Megabus Customer Support Team

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 1, 2024 I purchased 3 tickets from NYC to Norwood, NJ on ******** *****. The tickets say, "***** USA." ******** claims to offer ticket refunds by writing to ******** *****, Attn: Ticket Refund, *** *** **** **, ********, ** *****. On entering the bus at NYC Port Authority at 3:45 PM, the bus driver said that since the last returning bus had already gone, if I went to Norwood I'd be stranded there overnight. He had already scanned one ticket but I didn't use any of them as I could not be stranded in Norwood. Now ******** says they do not issue refunds, and that while they are owned by ***** USA my tickets "must have been for Megabus," their former owner, that has a no refund policy. My tickets were not on Megabus. They plainly say, ***** USA.

  Business response

  08/29/2024

  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.

  You are correct and your booked travel was on ******** and not Megabus booked tickets. 

  The email address for ******** is inquiries@********.com. and your Complaint should have been paced with ********.com.with reference to the ******** ***** bus lines. 

  I apologize for any inconvenience we may have caused you. Thank you for choosing Megabus.com. We appreciate your business.

   

  Kind regards,

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 

*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. ↩