Complaints

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:04/12/2023

  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.

  My husband and I were on the Megabus that left ******** ******* at 16:35 PM on Oct 28, 2023. We were told the luggage was being put in the compartment to be taken out at the ***************. We were seated on the upper level of the bus. It stopped at ***********************, then went to Union Station before heading back up to the airport. Because of delays with traffic, we were considering getting off at ************* in ******* and taking train to the airport. I got off the bus to ask the driver about the timing to get to the airport and whether we could retrieve our bags easily if we chose to leave the bus at Union. He gestured to the line of suitcases out on the tarmac beside the bus. One of our bags was there, but our second suitcase was missing. Megabus did not in fact have separate compartments and there was no system in place for them to know which bags were going to which destinations. The worker indicated it might have been taken by somebody at ***********************, or possibly at union station and that this "happened all the time". We ended up staying on the bus to the airport, then we were on our way to ******, *******, missing half of our luggage. We were given a toll-free number to call, but the office was closed. I sent an email to Megabus, and spent the next few days responding to emails from them. Many of their emails indicated that we should have been more careful to not leave our items on the bus. I responded to them that we did not leave anything behind, but that it was actually stolen, and they didn't seem to care. I was sent a link to apply for the measly $100 compensation, which could be sent after 30 days. We lost about $600 worth of items, including the cost of the suitcase. After the 30 days, I went back to my email and the link was no longer there. I then sent another email back to ask for a new link, and they said I would have to call the lost and found people in *******. I think that they do this to avoid having to pay for anything.

  Business Response

  Date: 06/12/2023

  Hello and thank you for contacting Megabus Lost and Found Team.

  I am so sorry to hear and I will be happy to assist you today!    

  Our Lost and Found Process for items lost within the ******** Border is handled by the Megabus ******** Team.

  We have viewed the items documented as recovered, and have not seen luggage left at the ***********************.

  The passenger has not described which luggage they were missing, which hinders our location of the lost luggage the passenger is missing. 

  Passenger was advised to contact the ******* Terminal to try to describe what luggage was lost so a further investigation for the missing luggage can be conducted.

  We have received no further communication from our ******** connection as to what action was taken in regards to the missing luggage. 

  As per Megabus Canada website:" Megabus Operating Carrier(s) assume no liability for the loss of or damage of baggage caused by Megabus in excess of two hundred and fifty ($250) dollars, and then only to the extent of the actual loss or damage sustained caused by Megabus, computed on the basis of the actual value of the baggage. Megabus will assume no liability for damage, breakage, deterioration, delay, and/or loss of any article prohibited to be transported on its motorcoaches. Such prohibited articles include any hazardous materials as that term is defined by the US ********** of ************** or any weapons of any kind.
  Any claim against a Megabus Operating Carrier for loss, damage or delay must be filed with Megabus within 60 days of the discovery of the loss or damage on which the claim is based, but in no case shall this extend any statute of limitations otherwise in effect. Otherwise, Megabus will have no responsibility to pay the claim."

  The Claim must be submitted to our ******** Lost and Found Team, so a Claim  process can be Submitted for the loss. 

  Kind regards,
  
  *****
  US Megabus Lost and Found

   

   

   

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20957020
  
  I am rejecting this response because: I sent an email to the ******** email address from one of the emails I received *********************************************************** -see attached - and got no response. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/12/2023

  Your Email will be forwared to the ******** Escalation  Lost and Found Team for further assistance, for the Lost luggage Issue

• Initial Complaint

  Date:09/03/2023

  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.

  On February 16th at 7:30 p.m. I tried to contact Megabus to find out the exact address of where their bus stop was. With only seconds to spare I was able to get my bus to toronto. On the bus to Toronto the bus was so full that there was luggage on the bus itself. Making it unsafe for myself being disabled to get around. The window was not sealed on the bus properly. And as we were going through a snowstorm water was coming in all night long dripping on My Head by the time we arrived in Montreal I was soaking wet as well as my jacket and my hoodie. I seen them fling my suitcase and bag out of the bus. My suitcase had my daughter's ashes in it as I had to go to Ontario to have a funeral for my ex-in-laws with my daughter. My grandchildren's birthday gifts were in my bag. And they completely destroyed everything. Not only making it unsafe for me to be on the bus because I am disabled. But seeing them throw my daughter the way they did and being soaking wet standing in the street at 6:00 in the morning and it was freezing out. This was on February 16th we are now March 9th and I still have not received any information from them I contacted them the day before yesterday they told me that it was in the investigation phase. I have pictures of everything to prove Megabus put my life and my safety and my child at risk. I've had to go out and pay for everything to replace the gifts that were bought for my grandchildren in Ontario while I was there for her funeral and trying to grieve their mother. I would like an answer immediately this time. As I'm going to be taking this matter to court shortly

  Business Response

  Date: 27/03/2023

  Hello *****, 
  
  We would like to extend our sincerest condolences regarding the passing of your daughter. 
  
  We have reviewed your concerns and would like to advise our conclusions. 
  
  Customer service is our highest priority. We wouldn't be whom we are without you, our valued customer.
  
  Please be advised that the details of this matter were also shared with the Operations Manager.
  
  We would like to apologize regarding the issues you raised about your travel on 2-16-2023 from Toronto to Montreal at 11:30pm.
  
  Please be advised that according to the Passenger Manifest, your trip was booked to 100% capacity on 2-16-2023 from Toronto to Montreal. There were 78 passengers on board, which is the maximum allowed on your trip. 
  
  We appreciate you advising that there was a leak at the window where you sat. 
  
  We are so sorry for any discomfort this caused you during your travel with us. 
  
  The operations team has since had the vehicle identified and brought in for maintenance.
  
  
  As per our operation's team, at the end of each trip all luggage is carefully lined up once removed from the luggage bay and customers claim their own luggage. 
  
  Please be advised that all items must be packed in a secure manner to withstand any movement while stored in the luggage bay. 
  
  We are very sorry to hear that your items did not withstand the motions of your travel from Toronto to Montreal. 
  
  Unfortunately, we are unable to honor your request for reimbursement for any of the items you traveled with. 
  
  We sincerely regret any inconvenience this may cause you. 
  
  As a further apology, in consideration of all which you have shared with us, we have decided to honor your request for a refund of the reservation ********************************* in the amount of $73.44CAD. 
  
  We truly hope that you can allow us another opportunity to better serve your future travel needs. 
  
  Thank you for choosing megabus.com. We appreciate your business.
  
  Kind regards,
  
  *******

  Customer Answer

  Date: 27/03/2023

  
  Complaint: 19562319
  
  I am rejecting this response because: this is completely unacceptable. They put my life in danger by the window being not sealed properly. They put my life in danger by having too many people on board with the luggage on board. I was not able to walk anywhere they put my life in danger because I had to come home drenched. They put my life in danger because I caught covid on their bus. And now they're messing with me because they know damn well I had to go out and replace gifts that they destroyed they don't feel that they're responsible and I do. At this point I'm going to look into a court matter and I'm going to be suing them I've also contacted the consumer protection Board of Quebec
  
  Sincerely,
  ***** ******
  

• Initial Complaint

  Date:09/03/2023

  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.

  On March 8, 2023, I had purchased 4 round-trip tickets going from Toronto to New York City. When navigating the site, it did not have any currencies listed on it, so I assumed it would be based off my location (Canada). The tickets came up to $787.99, the invoice did not even state that this would be in USD. Upon checking my bank account, I found out that they had charged me $1087.16. I called MegaBus support right away (about 15 minutes after booking) to try to cancel these tickets, as this was well above my travel budget, but I was met with the "no refund" policy. I don't understand how you're unable to assist with a transaction that took place around 15 minutes ago. The agent "escalated" the situation for me, but it's ridiculous that I would have to wait 3-5 business days for an answer for something that can be done so simply. If you are unable to satisfy me with a full refund, please refund me the difference of $299.17. It's ridiculous that to charge $280 for a 12 hour bus ride, when flights are running around the same price. It was completely unfair that your web page interface did not indicate any currencies, I believe that this is very misleading.

  Business Response

  Date: 24/03/2023

  Hello ******, 
  
  I apologize for the frustration you are experiencing.
  
  Our currency is based on the website you are purchasing the ticket from. If you purchase the ticket on the Canadian website then you will be charged in CAD, likewise, if you purchase the ticket on the USA website you will be charged in USD.
  
  Currently, we only support the full purchase and execution of this trip on our US site.  We can either provide a refund, however, you will not be able to purchase through the Canada platform at this time. 
  
  I apologize for the inconvenience we have caused you.
  
  Thank you for choosing ***********. We appreciate your business. 
  

  Customer Answer

  Date: 27/03/2023

  
  Complaint: 19562188
  
  I am rejecting this response because: You need to be more transparent with your Canadian customers. It's completely unreasonable for your company policy to be so strict on tickets that were purchased within a 15 minute timeframe. I made an honest mistake, you guys choose to punish your customers for that with your greed. 

  You probably won't resolve anything with this complaint, but I hope this complaint stays on the forums to assist others in the future. 

   

  Business Response

  Date: 27/03/2023

  Hello ******, 
  
  I apologize for the frustration you are experiencing.
  
  Currently, we only support the full purchase and execution of this trip on our US site. We can either provide a refund, however, you will not be able to purchase through the Canada platform at this time. 
  
  Will you like for us to process the refund for your tickets? 
  
  Thank you for choosing ***********. We appreciate your business. 

  Kind regards, 

  *******

  Customer Answer

  Date: 28/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19562188, and find that this resolution is satisfactory to me. 

  I am satisfied with the refund, please advise when I will see it reflected in my credit card.

  
  Sincerely,
  
  ****** *

• Initial Complaint

  Date:25/12/2022

  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.

  I booked two tickets on megabus.com. One for my travel to Montreal from Toronto and another for my return to Toronto from Montreal. On the day of my return (20th December), I boarded the bus at Montreal but was asked by the bus driver/staff to change to another bus at Kingston. I had to get down from my bus, take my luggage and board the other bus. The other bus had a technical issue and broke down at Whitby. I waited patiently for 1.5 hours for another bus to arrive. But no replacement bus was provided and the driver/staff had no idea about when the other bus was to arrive. I spent another 50 dollars to make my own arrangements to reach home. It was cold and getting late, and I couldn't wait any longer. On contacting Megabus for a refund, I am being told that I will only get a coupon instead of a refund. This is unacceptable. I need a refund. Please help me.

  Business Response

  Date: 11/01/2023

  Hello *****,
  

  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.   
  

  After investigating this matter, I see we refunded you on December 29, 2022, in the amount of $68.98.
  

  If the refund is not yet reflected in 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.com. We appreciate your business.
  
  Kind regards,
  *******

  Customer Answer

  Date: 11/01/2023

  
  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.

  Apologies for escalating this. It was resolved soon after I had filed the complaint. 
  
  Sincerely,
  ***** ********

• Initial Complaint

  Date:04/09/2022

  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.

  Over this weekend I booked two tickets to travel on the Megabus, one ticket was on Saturday from Toronto to Grimsby and the other was on Sunday from Grimsby to Toronto. On Saturday I was scheduled to take a bus from Toronto at 12:30pm, however due to an earlier bus late Megabus decided to prioritize that bus and as a result they didn't not have a bus prepare to transport those of us who had tickets for the 12:30pm bus. Megabus decided to bring in another bus to cover that trip, however, it took over an hour and a half for Megabus to find an available bus. Today, I was scheduled to take a bus at 3:20pm from Grimsby to Toronto, however when the bus did not come and I called a csr rep, they informed me the bus would be over an hour late. There was no bad weather and from what I could tell no technical issues with the bus. I recieved no communication from Megabus that the bus was running late and when I asked for some type of refund they said they do not offer refunds. It seems unfair they do not offer refunds for delays caused by them.

  Business Response

  Date: 13/09/2022

  Hello ******,
  

  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.   
  
  After investigating this matter, I see for your reservation on September 4, 2022, from Grimsby, ON to Toronto, ON the bus was delayed for one hour and two minutes. You were provided a redemption code for the inconvenience.
  

  I apologize for the delay in your trip but unfortunately, I cannot approve your request for a refund. Your redemption code is valid for 365 days from the issue day.
  

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

  Kind regards,
  

  *******

  Customer Answer

  Date: 13/09/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:15/08/2022

  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.

  The following messaged was sent to their customer service over 2 weeks ago. They replied by informing me that they would resolve the issue within 5-7 business days. It is currently 11 business days and no resolution. On Friday July the 29th I had booked a fare from Buffalo to Toronto at 17:00. The bus left Buffalo station well after 18:30. We are talking about a delay more than 90 minutes. In addition to this about 30 minutes outside Toronto the side window completely shattered. A father and a child were injured sitting next to it as glass and glass dust hit them. The passenger next to me, as well as I got glass dust in our eyes. We both suffered from burning scratchy red eyes; while I cannot talk about the others, when I arrived home I was washing my eyes out a few times with water and saline solution in a wash eye bottle contraption used in such situations. I had to pay for Uber to make it on time at the station for the schedules trip. No one contacted me to let me know that the route was delayed. I only found out at 17:15 after contacting customer service. In fact the representative told me that the bus would be arriving before 18:00 so that the bus would leave by 18:00. Obviously that was a lie as well. Delays up to 20 minutes are understandable but not over 90 minutes. I demand for a refund and compensation relating to my injury. *** ************ **** ********************************

  Business Response

  Date: 24/08/2022

  Hello ***, 
  

  We apologize for the frustration you are experiencing. Our customers matter to us, and we 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. 
  

  Safety is a top priority, and we take these concerns extremely seriously.
  

  Can you please provide us with medical records supporting your claim?
  

  Once received then we can forward it to our claims department.
  

  I apologize for any inconvenience we may have caused you.
  

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

  Kind regards,
  

  *******
  Megabus Escalation Team

  Customer Answer

  Date: 02/09/2022

  Dear *******,

   

  Please be aware that I am a Medical Doctor in the Greek Armed Forces. The incidence that caused the eye discomfort from the glass dust was taken care of by me as soon as I got home by washing out my eye for a few minutes. I live 15 minutes away from the bus station and as such received the medical attention required much earlier than going to any hospital emergency department. It is the exact same medical procedure that would have been done at the hospital. As such there are no medical records. Be that as it may the bus driver is very aware of what happened that evening.

   

  I have also contacted you twice since then and you have failed to respond to me. Please note there is more to this case than just the injury. You need to address the 90+ minute delay as well.

   

  Thank you.

   

  *** ************ 

  Business Response

  Date: 08/09/2022

  Hello,
  

  After further investigating this matter, we see that your bus departed 75 mins delayed. For the inconvenience, we have provided you with a redemption code.
  

  We have forwarded this information to our insurance department and someone will reach out to you directly from that team.
  

  I apologize for the inconvenience we have caused you.
  

  Thank you for choosing Megabus.com
  

  *******
  

  Megabus Customer Support

  Customer Answer

  Date: 10/09/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Let me begin by saying that the bus left the terminal at 6:35pm. You may have arrival and departure times mixed up. Your bus service was driving in the most left lane where vehicles over 6.5 meters long are not allowed under the Ontario Highway Traffic Act as posted by signs in various places along the highway. In addition we were on the Gardiner for about 25 minutes at speeds higher than 100km/h with a substantial broken glass located at the front of the bus.

  I am not ever using your bus service again. Ever! Your offer is useless to me. I expect a full refund and some token of compensation for the inconvenience, out of pocket expenses and minor injury. That is what a responsible company that respects its customers would do. I am more than fair towards you for what I received.

  
  Sincerely,
  
  *** ************

• Initial Complaint

  Date:13/07/2022

  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.

  These crooks take your money and attempt to leave ticket holders behind. The busses are DISGUSTINGLY unsanitary, and the staff are common crooks. It's a blatant excuse to give people as absolute little as they can for as much money as they can soak them for. This form of business should not be allowed to be conducted as it costs people time, money, and grief dealing with a money grubbing, conniving, low life business such as Megabus. Just look at trip advisory for reviews and that should tell you all you need to know. Please help me to get my $72 back and shut these crooks down for good so they stop!!

  Business Response

  Date: 16/07/2022

  Hello *******, 

   

  We are very sorry to hear that you did not enjoy your recent experience with our business. 

   

  We are eager to properly address your concern but we are needing crucial information to do so. 

   

  Please respond with the details of your trip (origin, destination, date and time of departure), your reservation number, or the email address used to book your reservation. 

   

  If you paid for your travel directly at the stop or with the driver, please advise the trip details as well as the incident which caused you to request a refund. 

   

  Once we have this information, we will be better able to assist you.

   

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

   

  We look forward to hearing back from you. 

   

  Thank you for choosing megabus.com. 

   

  Kind regards, 

   

  ******

  
  Escalations Lead

  https://www.megabus.com