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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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    • Initial Complaint

      Date:07/04/2022

      Type:Product 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.
      We purchased a ticket for a Megabus ride from *****************. in ************ to ******** for 12:20 p.m on July 4, 2022. We were only able to get within a block of the bus stop, as the road the bus was supposed to stop at was closed for a parade. We went to the stop anyway, even though there was no way a bus could get to the stop due to the road closure, and of course the bus never arrived.We called Megabus before the scheduled departure time and asked what we should do, as the road where pick up was supposed to happen was closed to vehicle traffic. Waited for 20 minutes on hold, then was put on hold for another 15 minutes, and then the call was disconnected.We tried again to call Megabus from home--the trip had to be cancelled as we could not catch a bus or contact Megabus. We reached a customer service rep after a long wait, and were told we would be contacted in 3-5 days. This is unacceptable--it should not take a week to discuss and resolve this complaint. We paid for a ride we never got. We should have received, at a minimum, a prompt refund.Our reservation number is 61-8038-070422-M23R-1220-PHI-NEW

      Business Response

      Date: 07/05/2022

      Hello Nina, 

      Were sorry there was a change to our bus stop location.  

      Sometimes due to street closures in the area, we are required to move our location.

      We make every effort to alert our customers by email, text, and advisories on our website.

      As an apology for the change, we have processed a refund worth the full value of your reservation ($25.98USD).

      Please allow at least 5-7 business days for this refund to reflect on your account. (Could be sooner depending on your financial institution)

      Thank you for choosing megabus.com, we hope to see you soon!

      Sincerely,

      ******

      Customer Service Escalation Lead

      https://www.megabus.com 

      Customer Answer

      Date: 07/06/2022

      [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,

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

    Megabus.com is NOT a BBB Accredited Business.

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