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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

Find a Location

Megabus.com has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Megabus.com

      349 1st St Elizabeth, NJ 07206-4010

    • megabus.com

      318 3rd Ave N Ramp C Minneapolis, MN 55401-1604

    • megabus.com

      240 Kellogg Blvd E Union Depot Saint Paul, MN 55101-1545

    • Megabus

      John F Kennedy Blvd & 30th St Phila, PA 19104

    • Megabus.com

      815 Pierce St. Houston, TX 77002

    Customer Complaints Summary

    • 146 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:03/13/2025

      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.
      I have been dealing with Megabus’s completely incompetent customer service for three months regarding this issue, and have no choice but to file the complaint here as I am tired of getting the runaround. In December of 2024, I arrived early at the port authority bus terminal for a trip to Philadelphia to go home for the holidays. I waited for over an hour by the sign for Philadelphia that a condescending associate told me to wait next to, and there was never a line nor a call for riders. When it was getting close to boarding time, I waited in line for an associate to help me, only for them to send me back upstairs to the associate I had spoken with. He laughed at me and told me he would bet money that my bus had left and that I had missed it. I want to reiterate that my bus was never called and no line was formed. In the past, Megabus allowed for a $6 change fee for missed buses (even though I want to emphasize that there was no bus to miss) and they would not even offer this, they wanted me to rebook for full cost. I had to have someone drive 3 hours to pick me up rather than risk another no-show bus. No matter how many times I have emailed to explain this to customer service, they tell me that they will get back to me in 5 business days, and then weeks later I hear back saying I must have missed my bus and that they could have changed the gate but they don’t ever provide any proof, or resolution. Megabus, I hope you are thoroughly embarrassed by your unwillingness to help either this situation. The only outcome I will accept is a full refund - as a customer for 8 years, this will be my last experience. As Megabus operates through Peter Pan now, I am unsure of which business to file this complaint under and therefore will be contacting both.

    • Initial Complaint

      Date:03/03/2025

      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.
      Dear Better Business Bureau, I am writing to formally lodge a complaint against Mega Bus regarding a recurring issue with their booking system and the customer service I have received in trying to resolve it. On February 6, 2025, I visited megabus.com and logged into my account to purchase two round-trip tickets from Philadelphia to Washington, DC, for the dates of March 7 to March 9. However, when I attempted to print my tickets today, I discovered that my return ticket was incorrectly dated for February 9. This is not an isolated incident; this is the fifth time I have experienced such an error with Mega Bus. Despite the fact that Peter Pan is now operating the buses, the booking system appears to have the same flaws. The notion that one can order a round-trip ticket to depart in March and return in February of the same year is beyond logical explanation and raises serious concerns about the reliability of their booking system. When I contacted customer service to rectify the issue, I encountered significant resistance and unprofessional behavior. The representative was not only uncooperative but also unreasonable in addressing my request for a full refund. Given the repeated nature of these incidents, I believe it is imperative to highlight this systematic flaw and demand corrective actions. I am seeking a full refund for the erroneous booking, and I am including documentation of my previous trips to illustrate the pattern of this problem. It is unacceptable for a consumer to repeatedly face such issues without resolution, and the lack of professional customer service exacerbates the frustration. I trust that the Better Business Bureau will take my complaint seriously and assist in ensuring that Mega Bus addresses these flaws in their system and provides the necessary refund for my troubled experience. Thank you for your attention to this matter. Sincerely, ***** *******, ***, ***

    • Initial Complaint

      Date:12/18/2024

      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.
      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

      Date:12/14/2024

      Type:Customer Service 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.
      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

      Date:12/03/2024

      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.
      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

      Date:11/12/2024

      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.
      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

      Date:11/09/2024

      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.
      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

      Date:10/15/2024

      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.
      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

      Date:10/05/2024

      Type:Customer Service 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 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

      Date:08/22/2024

      Type:Product 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 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

      Date: 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

    Megabus.com is NOT a BBB Accredited Business.

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