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“The poor, and off-putting "customer service" of...”

Written on: 25/03/2014 by NeverMetTheGuy (1 review written)

This conversation via email took a total of three months. I emailed over a week in advance to change my ticket because the website wasn't working properly in Italy. No one responded until mid January and I'd already purchased another ticket.

Now, after I'd completely forgotten that I'd even asked for a refund, they call me back to give me the run around and I still don't get my 8 dollar refund.

I was asking for 8 dollars back and in return, I'd continue to use MegaBus. But now, because they're telling me it was my fault, I'm going to be posting this to every website, and social networking site that I can so that other people will be aware that they don't care in the least about customer service.

I was trying to be nice to them, but then they make me sound like I don't know what I'm talking about. After 17 trips abroad, I'm putting MegaBus up in the top three worst mass-transit companies I've dealt with over the years which I won't get into in this post.

I hope this finds its way to people that were about to make the decision I did. Take ANY other mode of transport if you think you're going to have any issues.

Also, coming back in January I was on the bus with a driver that had done about 4 trips up and back from New York to Maryland in 4 days. She made us all stop at a rest stop somewhere in Jersey so that she could get coffee because she was tired. While she was gone, she kindly left the door open which allowed the snow, and wind to come in on the gentleman sitting next to me. There was no apology given for this when she returned.

Gmail Edward 
(no subject)
6 messages
Edward < Mon, Dec 30, 2013 at 4:32 AM

I wanted to get in touch with someone, because I'm trying to change my ultra cheap ticket for next week to the following day. It was originally slated for Tuesday January 7th, but then I realized that I'm an idiot, and I have a 20 hour layover in Dublin. Therefore, I don't return until the next day, and in the same breath making me a big dummy.

SO! I tried to change my ticket to the next day around 4pm or so (the plane lands at 1.25, and Aer Lingus has always run ahead of schedule in my experience). I went to the page where you can change everything, and it didn't let me change it. It only said to try again later. Well, I tried again later. It didn't work. So now I'm asking you guys if I could get some help since there's either a lot of maintenance going on on the website, or there's some bad code on the page that should get looked into.

My reservation number is 7-3868-010714-M21-1840-NEW-BAL.

Please get back to me as soon as possible. I appreciate any help in the matter, and look forward to hearing back from you.



Edward < Fri, Jan 17, 2014 at 7:54 AM
To: Edward 
Dear Edward,

We do apologize for the delayed response. We hope you were assisted in this

Thank you for choosing


Megabus Customer Service Specialist
Megabus Customer Support

Edward < Fri, Jan 17, 2014 at 10:30 AM
Dear Megabus person,

I've been waiting over two weeks for a response, and then the response I get is two sentences long. I find that terribly unprofessional, especially after the website had malfunctioned, and I ended up on a trip back from New York with a driver that was too tired, and a little twitchy on the steering wheel. It was a very uncomfortable ride out of New York, and most of the way home as well.

We not only left about 15-20 minutes late, for a reason unknown to any of us. After we finally left, we were informed that we might be making a 15 minute stop on the way down in case someone needed to use the bathroom, and couldn't go in the bus. I never saw anyone ask her, or approach the front of the bus for the trip down, and even after we stopped at a rest stop. She then left the door open, while it was snowing, to go get coffee and a total of about three or four people got off the bus to do anything in the rest stop. After she returned to the bus, it was back to the rather stressful ride to White Marsh.

Upon our arrival at White Marsh, we also had to pull our own bags off of the bus (which I've never had to do before). If that's the way you all do it for later trips I can understand, however, I've never seen that so I wanted to mention it in the correspondence.

I'd appreciate if someone could get back to me in a reasonable amount of time (which I'd define as less than five days as it says on the corporate website, and not 18 days). I'm still asking for my original fare to be refunded since I hadn't used it, and replied in plenty of time as dictated by the company website. This time, I'm also asking for a refund of the original fare, and also the fare from my previous ride due to the completely unacceptable conditions, and way in which the commute was executed.

My phone number is 410.***.****. My email address is listed in my signature on the email. I'd greatly appreciate if I could get a response in a timely manner, please. I've never had an issue with Megabus, and I'm sure you get hundreds of emails a day which can be overwhelming. I also understand that you're not the one that caused this problem, nor the person that I'm blaming for any issues with my trip. I'm only asking if you could help me make things right, so I don't have such a bad memory of my most recent trip back.

My sincerest gratitude,

Edward J.
[Quoted text hidden]
inquiries < Tue, Feb 18, 2014 at 6:31 PM
To: Edward 
Dear Edward,

Please accept our apologies for the inconvenience. However, we are unable
to honor your request for a refund of the reservation that you did not

We will need the reservation number for the trip that you explained in your
last email.

Megabus Customer Service Specialist
Megabus Customer Support

Edward To
01/17/2014 10:30 AM

----------------------------- Then I received a remarkably poor, and grammatically incorrect response telling me that I can’t have a refund.----------------------------  Tue, Mar 25, 2014 at 11:55 AM
To: Edward 
Dear Edward,

Please be advised that after carefully given it taught please accept our
sincere apologies, but we cannot honored your refund request. It is the

responsibility to have a valid reservation or if arrangements/amendments
are needed. For future reference any issues with the web page please call
(908) 282-7420 to better assist you.

For your convenience a telephone representative can also be reached at our
Reservation Hotline by calling 1-877-462-6342 to assist you in scheduling.

I know that this is not the response you were hoping for but at least it
gives you some background as to our policy.

Your patronage is important to us, and we hope you will continue to give us
the opportunity to serve you again.

Thank you for using we appreciate your business.


Customer Service Representative TL Supervisor

"Coach USA: Committed to Delivering Safe, Affordable, Greener Travel"

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