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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

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Megabus.com has 13 locations, listed below.

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    Customer Complaints Summary

    • 145 total complaints in the last 3 years.
    • 33 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.

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    Complaint status

    Complaint type

    • 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.
      I had a round trip purchased for October of 2023. Via email Megabus notified me that the return trip was cancelled and said the trip would be refunded. They only refunded the return trip. When I contacted them about why my full trip wasn't refunded, I was told because I made a change to the first part of my trip prior to their cancellation, which I had to pay a fee in order to change it, that I could only get a credit for the trip. I want a full refund. If any portion of my round trip was cancelled due to Megabus, obviously I should've been given the option to receive a full refund. I would like the monies for the first part of the trip that I didn't and couldn't take returned immediately. I have no desire to use the services of Megabus any further.

      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  

       




      Customer Answer

      Date: 03/28/2024


      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,

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

    • 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.
      My first time taking Megabus and it was less than pleasant. I took the bus from ************* March 20th for 7:20. The bus was late causing a delay. I didnt arrive in ******** until about ***** after the scheduled time causing me to change my plans. Not to mention it was super cold. I attempted to exchange my departure ticket. At the end of the transaction it said that I had a $29.99 credit. That credit was not received and it looked like I had abandoned the trip. I called customer service and the agent was beyond rude and inconsiderate. My problem never got resolved. Although the cost is cheaper I will not recommend using this service. I would like to be fully refunded for my purchase.

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

      Customer Answer

      Date: 03/24/2024


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

    • Initial Complaint

      Date:12/31/2023

      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.
      My bus from ** to *** was supposed to depart on 12/31/2023 at ****. I arrived around **** per the guidelines to ensure Megabus had ample time to check tickets and load luggage before departure. It was 37 degrees outside. Our bus did not arrive in the station until ****. People were standing out in almost freezing temperatures for over an hour with few updates and no options for keeping warm. This is beyond unacceptable. Megabus should issue refunds/ credits to every ticket holder and have an overhaul of operations management as this is not an isolated incident.

      Business Response

      Date: 01/10/2024

      Hello and thank you for contacting Megabus ****************.

      Were sorry to hear that your trip was delayed and we understand how much of an inconvenience this can cause you.

      As an apology, we will send you a redemption code worth 100% of the price of your original ticket. It will arrive in a separate email and can be used towards a future purchase.

      To receive your discount, simply enter your code in the area provided before making your final payment. 

      Thank you for choosing Megabus and we hope to serve you again soon.

      Sincerely,

      *****

      Megabus **************** Escalation Team

    • Initial Complaint

      Date:11/21/2023

      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.
      My daughter was stuck in ******* at the hillcroft location in *******, 1st bus broke down and it was hours before another bus came. Daughter was outside waiting for over 4 1/2 hours . *************** closed at 8pm but calls were made before that. No response

      Business Response

      Date: 11/23/2023

      Hello and thank you for contacting Megabus Customer Service.

      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.

      You may forward your complaint with the information directly to ************************************.

      Thanks for choosing Megabus.

      Sincerely,

      Megabus Escalation Team

       

    • Initial Complaint

      Date:11/14/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      reservation 5/9-1384-111823-M23R-0930-PHI-NEW I purchased 4 tickets going from a location in ************ to ***, round trip for 18Nov23. First, the return tickets (***-***) were cancelled, and a refund was given for that portion of the trip only. I was left with tickets that were no longer a round trip. A refund was requested for the first portion (***-***) and that was denied. So now I am going to *** with no return trip. Then, the location as to where the bus was leaving from *** was changed. So now, I am leaving from a new location that I did not originally select and cannot get home. The company refused a refund for the remaining one-way tickets. When I purchased the tickets, there is a reasonable expectation that they would not continue to change the locations, departure times, or trip in general. All these changes made the trip useless as I had an itinerary to follow that required the specific times and locations that I booked.

      Business Response

      Date: 11/17/2023

      Hello ***,

      I will be happy to assist you today!

      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 have reviewed your account and see that we have successfully refunded you in the amount of $58.94 on November 16, 2023.  I also see you have been refunded in the amount of $44.95 on September 19, 2023.

      Please allow 3-5 business days for the funds to show in your account.

      Thank you for choosing Megabus. We appreciate your business.

      Kind regards, 
      *******  


      Customer Answer

      Date: 11/20/2023

      [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,

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

    • Initial Complaint

      Date:09/30/2023

      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.
      I purchased a ticket for a bus from ************ to ** in April 2022. The bus never showed up. I was issued a code for the value of the bus which I am now being told has expired. The value of money does not expire and this is fraud.

      Business Response

      Date: 10/11/2023

      Hello ******,

      I am eager to address your concern, but I 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.

      Thanks for choosing Megabus.com. We appreciate your business.

      Kind regards,

      *******

    • Initial Complaint

      Date:09/15/2023

      Type:Order Issues
      Status:
      Unanswered
      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.
      Megabus cancelled my trip from *******, ** to **********, ** on 9-30-23 due to inclement weather. I contacted them numerous times by both phone an email to issue a refund, They assured me on all occasions that they would issue a refund, but it never showed up. Booking number 2-7434-093023-M94R-1100-ATL-MON. They refused to send an email confirmation of any refund.

    • Initial Complaint

      Date:07/19/2023

      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.
      I was involved in a traffic accident on a megabus traveling from ************* to ************ on 6/22. I have called and called these people for information with no response. I was able to finally track down the police report. I spoke with a gentleman from Megabus last Tuesday who offered me my fair back but we were disconnected. I called back and got someone else who stated they weren't doing anything. Here's the report number for the accident you all can't seem to find. PA2023-826846

      Business Response

      Date: 07/29/2023

      Hello **********,

      I am sorry to hear that you have experienced this issue and for any inconvenience that this has caused you.

      We have refunded you in the amount of $19.99USD on 7-29-2023.  

      Please allow 3-5 business days for the funds to return to the account associated with the payment method used to book. 

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

      Kind regards, 

      Megabus Customer Support Team

      *************************************;

    • Initial Complaint

      Date:06/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 more than one occasion, Megabus has failed to have wifi. For those with slow phone service, or low data plans, this means the duration of the bus trip is without internet access and this is a safety concern

    • Initial Complaint

      Date:06/07/2023

      Type:Product Issues
      Status:
      Unanswered
      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 bought a bus ticket for 1:50am in the morning to get to ******** for a job interview. I arrived at 1am and waited for 3 hours for a bus that NEVER showed. Everyone that booked a ticket for the same bus were there and everyone said the bus never arrived. I called Megabus twice and when I got to a representative, I was hung up on both times. I emailed three times and never received a response. Then they deleted my comments on their Instagram account. I would never ride for this ************* again. Boycott megabus.

    Megabus.com is NOT a BBB Accredited Business.

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