I have never had a problem with Megabus until recently. For years I have bought my bus ticket from Whitby to Montreal, it was cheap and easy. Always done online. Recently when I went on the Megabus website and selected Whitby to Montreal no tickets showed up, no matter which date I picked. So I checked if Toronto to Montreal was still working, yes it was & even showed that it stopped in Whitby along the way. I thought this must be an error on the website so I e-mailed Megabus as I needed the tickets asap but I had no way to book them. I hadn't gotten any response for days so I called the customer service phone number to ask them about what is going on. The girl who answered had no idea what was going on, she also thought the Whitby to Montreal ride should be going as usual as her computer showed that yes the bus was still going from Whitby to Montreal. After lots of long pauses and confusion she seemed to go talk to someone else who worked there who informed her that they have stopped selling tickets from Whitby to Montreal (EVEN THOUGH IT IS STILL RUNNING FROM WHITBY TO MONTREAL) She told me that now I would have to purchase two tickets instead, one from WHITBY to KINGSTON and then a second ticket from KINGSTON to MONTREAL. Ridiculous! So now I had to pay DOUBLE for no reason. Normally it cost $25 whby-mntrl and now I had to get TWO $25 tickets for one way... total $50. Even though from Toronto - Montreal was $30... so $20 cheaper.. even though it is FURTHER AWAY. I thought that maybe this was because they changed routes & I had to transfer buses in Kingston, but no it was the SAME BUS the WHOLE ride.. yet they made me buy TWO tickets. Even the bus drivers were confused and said that doesn't seem right. Then I finally got an e-mail back before I left for my trip telling me they stopped selling Whitby to Montreal tickets but did not explain why at all. I think there seems to be a major communication problem at Megabus, they do not properly inform their customer service about changes going on in the company. They really need to put an explanation on the website too, as to changes they make & should UPDATE. I'm still going to use Megabus since it is cheaper than greyhound even though I am paying double of last year. They really need to improve their customer service and communicate better or many more complaints will be coming from customers.

I took the megabus on Wednesday March 9th, 2011 from Pittsburgh to Philadelphia and the bus broke down due to a transmission problem at Harrisburg before the drop-off point. We were literally sitting at the toll booth for 7 hours before a bus came to pick us up, with no heat and/or food. The driver told us the bus was "on it's way" at 2 or 3 AM and no notifications or updates followed for the rest of the trip. Very confused, the entire bus was frustrated due to a lack of communication between the driver's so called "boss" and we didn't end up getting to Philadelphia until 7 AM, 7 hours after our estimated arrival.

I arrived 30 min early at the Rochester bus stop for Megabus. I had taken this particular bus from this stop several times before. When the bus was 15 min late, I called customer service to see if there was a service interruption. While on the phone, the bus came barreling around the corner at top speed. I hung up and, while two of us stood on the curb with three pieces of luggage and a megabus confirmation in my hand and watched the bus quickly drive out of sight. Never slowing down, never stopping. Over the next 2 1/2 hours I stood at that location on the phone with EIGHT different customer service representative. None of them were able to offer any assistance whatsoever. I began asking them what they were doing while I was being put on hold for very long stretches of time and never received a straight answer from any of them. I began asking each of them if they were satisfied with the level of customer service they had provided, and again, no direct answers. Just "I'm sorry there is nothing I can do." The last person said she would rebook me for the next day (and still charge me full price.) After about 30 minutes, much of that time spent with me on hold, she offered seats out of Syracuse at 1:15am (1 1/2 hours away.) I took the seats out of desperation, but no compensation was offered. What kind of bus driver just drives right past people obviously waiting for the bus? The worst company with ZERO customer service. JetBlue is maybe $10 more for the trip, they have excellent customer service, and at least I know the plane isn't going to whiz by me while I'm waiting at the gate.

I was on the MEGABUS which was scheduled to have left Buffalo, NY at 1pm on 7/21/10. My complaints with my trip are stated below:

1) The driver was rude and outright HOSTILE to customers! He snapped at a woman who just asked him a simple question.
2) The bus was 2 hours late and when we all tried to call customer service, we received no answers from ANYONE!
3)The driver COULDN'T DRIVE! He hit two street signs in a less than 10 minute period. He drove erratically...frequently swerving, or driving uncomfortably close to vehicles in front of him. He also hit the guard rail a number of times.
4) He got lost a number of times during the trip, and when people asked him why he wasn't using the GPS his bus was equipped with, he said he didn't know how to use it.

And the grand finale of complaints...

5) WE HAD A POLICE ESCORT FOR PART OF OUR TRIP AND HE WAS PULLED OVER BY PENNSYLVANIA STATE TROOPERS!!!

After all of this, I missed my connecting bus, and even missed the train I had planned to connect to as a back-up plan. When I called to complain (*since I couldn't get through to their customer service line, their phone reservation number heard my mouth probably more than they would have liked today*), I was told that Megabus was sorry, but that it wasn't their problem.

I think that having a driver get pulled over by the police IS their problem! But maybe that's just me.

On a Megabus trip from Rochester to NYC (M-24) on May 27, 2010, the entire bus was subjected to the psychotic behavior of a driver who needs to be evaluated for serious psychological issues. To make matters worse, just a few days later, I emailed customer service at Megabus and sent a letter to the president of Coach USA but have not even received a "auto response" stating that my complaint was received. It's as if they are ignoring me completely. Well, they don't realize who they are dealing with.

I have always had a pretty decent experience on Megabus until now. Here is what our driver did on our trip:

1) Yelled at me (actually YELLED) for boarding the bus without first showing ticket. Entire group was upset by this scene and they said so to the driver. But he ignored everyone.

2) Did not allow me to sit in the seat of my choice….said NO ON was allowed to sit there. But at another stop, allowed someone he knew personally to sit in that seat.

3) When a passenger asked the driver why the Wi-Fi wasn’t working, the driver said It's working. If you can't connect to the Internet, it's not my problem.

4) When a passenger told the driver she had left her food at the counter in the rest stop, the driver allowed her to go back to get it but then said out loud to the entire bus That's a smart passenger for you. And he laughed.

5) Drove erratically the entire trip…speeding up beyond the speed limit, then jamming on his brakes and taking curves very sharply, making most of us fall out of our seats. He also cursed and yelled at two other vehicles (one was a car and the other was a bus). He used language that I will not repeat here, but in both cases was trying to incite a fight.

To the "powers that be" at Megabus and Coach USA, if you want to stay in business and you don't want lawsuits...do something and quick to respond to your customers' concerns.