Megabus Customer Service Issues

Subject: Concern Regarding Bus Service on 1/20/[redacted] Dear Team, I am reaching out regarding a troubling incident that occurred during my recent bus trip with Booking Numbers: AIXXJ3A and AIXXJMI on 1/20/[redacted]. My husband and I encountered issues with seating upon boarding the bus, as the bus was different from the usual Megabus and there was confusion about reserved seating. The worker handling luggage was unhelpful, stating it was general seating, which contradicted our booking information. When approaching the driver about the seating situation, we were met with rudeness and unprofessional behavior. The driver refused to assist with the seating and made inappropriate remarks, even threatening to remove us from the bus. This experience was embarrassing and unacceptable, especially considering we approached the situation politely. I kindly request that management address this matter promptly to prevent similar incidents in the future. Thank you for your attention to this issue. Sincerely, [initials]

Today, I have a bus scheduled from Jax FL to Orl FL departing at 7:35. However, I just received an email notification from Mega Bus informing me that the bus will be delayed by 2.5 hours. I am willing to wait but there is severe weather, including 60mph winds, expected in Jax around that time, according to the news. To ensure my safety, I contacted customer service to switch my trip to the morning at 6:15, but I was told there would be a $14.95 charge. Considering I have been a loyal customer riding this bus 2 to 3 times per month for the past 4 years, I find this customer service policy concerning. I would appreciate a call back to address this matter. Thank you.

In Burlington, VT, our daughter walked a mile to the bus stop, relying on the bus being on time as the website indicated on Feb 7. Despite the website stating no delays, she waited for an hour in a snowstorm without any notification. Only afterwards did we find out that the bus was stuck at the top of the hill. No one informed us of the delay or cancellation, leaving her stranded. While we recognize weather challenges, the lack of communication was unacceptable. We are seeking a refund due to the inadequate customer service experience.

After the emotional turmoil of burying my stepmom, my family and I encountered a setback when we misplaced my grandmother's car keys, disrupting our travel plans. In a rush to get back home for work, my wife, daughter, and I needed assistance to switch our tickets for the next bus due to financial constraints, even at the cost of a rebooking fee. Despite going to great lengths, including overdrawing my account, the unhelpful customer service response was disappointing. At this point, all I am requesting is a refund for the original tickets that we were unable to use.

On February 11, [redacted], I waited to board the Mega Bus at 2:00 PM at the Mobile Transit Center. The bus arrived at 3:30 PM, and upon boarding, the driver mentioned that we would be transferring to another bus at an exit. I was surprised and questioned why we needed to switch buses when there seemed to be nothing wrong with ours. We switched buses with another group because their bus lacked air conditioning and working plugs. The new bus we switched to had both. I feel it was unfair that we had to give up our bus when it was in good condition. I am requesting a full refund for my trip due to this inconvenience.

I reserved a direct Megabus from Shudehill Interchange, Manchester to Brunel Street, Birmingham departing at 10:40am and supposedly arriving at 12:50pm. Currently, I am onboard the bus and Megabus has informed us of an unexpected stop at Manchester Airport before reaching Birmingham. It is now 1:13pm, and I have a doctor's appointment at 1:45pm, which I have waited two weeks for. Due to this unscheduled stop, I fear I will not make it on time. The driver informed us about the route change only after we arrived at Manchester Airport. This information was not disclosed on the website when I booked my ticket. I have checked Google Maps for directions from my location to Brunel Street, Birmingham, and it estimates I will arrive at 1:54pm, causing me to miss my crucial appointment. I appreciate any guidance on this matter. Thank you.

Upon my arrival in Austin, Texas from San Antonio, Texas, I encountered a mix-up with a bag that closely resembled mine but was not actually mine. Despite approaching the luggage handlers and the bus driver for assistance, I was redirected to a manager. The manager informed me that there was no way of knowing who mistakenly took my bag. I am now reaching out in the hope that my bag, which contains essential items such as my medication, Bible, and associated notes, will be returned. The current system where passengers are not present when bags are removed from the bus leaves a lot to be desired in terms of security and protection of personal belongings. Implementing measures such as keeping bags on the bus until passengers disembark and installing cameras could greatly reduce stress and uncertainty for passengers like myself. These adjustments would undoubtedly make the Megabus experience more pleasant and secure. I urge for improvements to prevent such incidents in the future. Thank you for your attention to this matter. Kind regards, F. G.

Dear Megabus Customer Service, I regret to inform you that as of today, my lost item has not been located. Once a bus completes service and returns to its respective garage, a thorough cleaning and inspection process takes place. Any items found during this procedure are gathered, labeled, and recorded with a detailed description. The Lost and Found department is then informed of the items logged by the hub. However, sometimes lost items are not recovered by staff. My concern is that my bag was not merely left on the bus but was taken by another passenger. I was informed that there are measures in place to investigate such incidents. I understand that a bag similar to mine was left in a different city, which adds to my suspicion that mine was taken intentionally. In case my bag, containing essential items like my transplant medicine, Bible, notebooks, shoes, and personal belongings, is not returned, I would like to know the next steps I should take. Your current policy of returning bags leaves room for theft, as in my case. I suggest revising the process by allowing passengers to disembark first and monitor their own belongings to prevent such occurrences in the future. Unless my bag is recovered and your policy is revised, this experience will mark my first and last ride with Megabus. Sincerely, Franklin G.

I am unsure about your booking fee policy. When I altered my reservation from NYC to Philly, I was refunded the $10 ticket fee for 2 people, but not the booking fee. Then, I ended up paying an extra $2.50 booking fee plus a $3.00 trade-in fee. When I had to change the return, I was hit with another $5.50 fee, which was actually more than the ticket itself! Although I recognize the mistake was mine due to a date error, I made the change within 30 minutes, so I didn't anticipate these added charges. Additionally, I processed each leg of the trip individually instead of as a round trip. I'm unsure if this influenced the additional booking fees. I only used your platform once before, around 1.5 years ago, so I found it a bit confusing. I am inquiring if I can receive a credit for the extra booking fees, not just the ticket costs. Thank you for your attention to this matter.

At approximately 11:15 AM, I booked a one-way ticket from Las Vegas to Los Angeles for March 2, [redacted], at a price of $14.99 plus tax. After encountering an issue with the redemption code provided by customer service, I was unable to use the code for payment due to font formatting problems. Despite speaking with a supervisor and attempting various solutions, I was not able to resolve the issue. Eventually, I had to make a new reservation for March 2nd at a higher price of $19.99 with tax. I was disappointed by the lack of assistance and the supervisor's rude behavior during the call. As a loyal customer of Megabus for years, I would like a refund for the incorrect booking on March 4th and for the additional amount paid for the correct booking on March 2nd. I request a prompt response from Megabus and an apology for the unsatisfactory service provided by the supervisor. Please contact me at [redacted]. Thank you, Dr. Jeanne J Taylor.

I missed the bus from Birmingham to Memphis, and I need to find the next closest station to get to Little Rock, Arkansas. I have her ticket and transfer numbers. She is unable to wait in Birmingham for another 12 hours. Please assist so I can pick her up. She will call me back in 45 minutes to see the plan. Thank you.

Dear Customer Service, I am writing to address an issue with my upcoming trip. Unfortunately, I received notification that one part of my journey has been cancelled, which has impacted my ability to proceed with the entire trip. Regrettably, the customer service team was not able to provide me with a satisfactory solution to this problem. Despite the cancellation of the leg from New Orleans to Atlanta by MEGABUS, I was informed that I would not be eligible for a full refund. Instead, I was advised to reschedule the trip, with no option for a refund. Moreover, when I requested to have both legs rescheduled simultaneously, I was informed that this was not possible by the representative. After escalating the matter, a supervisor assisted me in changing the date of the trip as per my request. However, given that the cancellation by MEGABUS has rendered the entire trip unfeasible, I am now seeking a refund for the tickets. I anticipate your prompt attention to this matter and a resolution that aligns with my request for a refund. Thank you for your assistance. Warm regards, Christina G.

I am Tracey Davis. I booked a Megabus from Fort Lauderdale to Boston. I contacted customer service to arrange the trip involving a bus change. The first two buses went smoothly, but upon reaching Atlanta at 8:20 a.m., I found out my connecting bus to DC and New York was canceled. There was no Megabus office in downtown Atlanta, so I was stranded. Despite calling numerous times, the support team promised to fix the issue but never did. The manager in downtown Atlanta was unhelpful and unprofessional, conducting business out of her car. I am frustrated by the lack of communication and the delays in resolving the situation. I am still waiting for confirmation on tonight's bus.

I purchased a bus ticket for my father, who developed symptoms of Covid-19. He was supposed to board the bus from Atlanta, GA, today (4/20) at 11:30, arriving in Louisville, Kentucky, by 7-7:30. But due to his high temperature and loss of taste, he's in self-isolation. When I called to ask for a refund, the supervisor who came on the line was rude and disconnected the call when I explained that I couldn't access my father's medical records due to HIPAA laws. Also, there's a travel ban in Louisville for non-essential workers. As someone who frequently travels with Mega Bus, I'm disappointed in the customer service, especially given the current situation. I would appreciate it if someone could reach out to me promptly about this issue.

On Sunday, May 10th, at 7:30 AM, my nephew took the bus from Montreal to Toronto. The driver asked for his reservation number and then instructed him to place his suitcase inside the bus. By 2 PM, when they arrived in Toronto, my nephew's suitcase was missing from the compartment. Despite his inquiries, the employees claimed they were not responsible. As my nephew was flying out the next day, May 11th, at 12:30 PM, he requested a report. The report includes this number: [redacted], but no one is answering the call. My nephew's name is Ahmad Alkhattabi. Please contact me as he is no longer in Canada. My name is Nafez Cheik. Thank you. Sincerely, Nafez Cheik. Email: [redacted] Phone: [redacted].

I purchased a Megabus ticket using my Mastercard for a trip to Durham, NC departing on Friday, July 10, [redacted], at 8:00 am from Washington, DC Union Station. The reservation number for the trip was 11-7[redacted]20-M37-[redacted]-WAS-DUR. I was scheduled to return on Monday, July 13, [redacted], from Durham, NC at 5:30 pm back to Washington, DC Union Station, with the return reservation number 10-6[redacted]20-M37-[redacted]-DUR-WAS. The total cost for the round trip was $78.98, paid with my Mastercard. The purpose of my trip was to attend a family member's funeral, which included a viewing on Friday, July 10, [redacted], and the funeral on Saturday, July 11, [redacted]. However, due to a family member testing positive for COVID-19 the night before my trip, I decided to cancel my travel plans to avoid any potential exposure. I contacted Megabus to cancel and request a refund but was instructed to do so via email. At 75 years old and with underlying health conditions, I prefer not to risk exposure to the virus. I kindly request a refund of $78.98 to be processed back to my Mastercard. Thank you for your attention to this matter.

The bus drivers provide excellent service, but there is a recurring issue with some passengers not wearing masks properly. On recent trips from Pittsburgh to New York, a passenger spoke on his cellphone without a mask and another passenger had his mask below his neck. Although the bus drivers usually request no cellphone use, enforcement is lacking, especially regarding mask-wearing now. It can be uncomfortable for passengers to address non-compliance, so it falls on Megabus to ensure guidelines are followed. Despite efforts to reduce the number of passengers, it's crucial that everyone follows safety measures: wearing masks indoors, social distancing, and minimizing talking. Your attention to this matter is appreciated.

Hello, I am David Onwudiwe. I travelled on a Megabus coach from Bristol to London on July 13th, departing at 5:30 and arriving around 8:20. After disembarking, I mistakenly picked up the wrong suitcase, thinking it was mine. Upon opening it at home, I discovered it belonged to someone else. I promptly reported the mix-up to Megabus but have yet to receive a response. I am concerned about retrieving my belongings and would appreciate assistance in resolving this matter promptly. Thank you. Best regards, David Onwudiwe

On July 18th, [redacted], I made a booking mistake for a ticket from Washington DC to NYC for July 20th, with Booking #A14YLSQ. When I arrived on Monday at 34th Street to board, I realized the error. Lacking time to call customer service, I had to purchase a new ticket for the correct route, NYC to Washington DC, departing at 10:00 am, with Booking #A14Y4MA. Renald Osselin, the Manager at 34th Street station, was understanding and advised me to contact [redacted] I am now seeking a refund or a replacement ticket for future use. As a regular Megabus rider, I hope for a positive resolution. For further communication, please reach me at [redacted]. Thank you.

On August 8th, my trip to Montreal was unexpectedly cancelled, causing significant inconvenience. The lack of notice resulted in me losing a day's pay of $84 CAD and scrambling to find an alternative way home. Despite receiving a redemption code worth $35.02, I feel this does not adequately compensate for the difficulties and stress I experienced. I have a couple of inquiries for you: 1. Is it possible to provide a more substantial compensation? 2. Can you provide insight into the frequent cancellations of trips? While I have previously had successful travels with Megabus, the recent string of three cancellations with a two-week notice and one abrupt cancellation has left me disappointed (Reservation number: 6-6[redacted]20-2720R-[redacted]-CSCA-MON). Your service's performance during the current Covid situation has not met my expectations. I hope to receive satisfactory answers to my concerns promptly. Thank you, Dorothée D.