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MegaBus The Company Who Does Not Care

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MegaBus The Company Who Does Not Care

As many of you know, I have a tough time with companies that do not care about their customers. Well this time, one company has really put themselves off the charts. That company is Megabus.

I was headed to Montreal originally this morning to see my Dad’s brother this morning on their 7:30am bus from Toronto to Montreal because he was extremely ill. Unfortunately he passed away late Tuesday night.

I tried to call Megabus’ Canada customer service number – 1-800-461-7661 Tuesday at 10:30pm. I did not get an answer. I also jumped on their web site and tried to put my ticket on hold. I was not expecting a refund but I wanted to hold the ticket for a future date. Their was no way to do that.

On Wednesday morning I got up and contacted the Megabus Canadian call center. I was told to contact another call center for customer service at 908-282-7420. I did that Wednesday around 10am. The number I called is 1-908-282-7420.

I spoke to a supervisor who told me she did not care about my situation and their corporate policy was no refunds. Not care – about a death in my family how cold and without tact is that? I asked to escalate to a manger and she told me she would not.

So your question might be how do I feel. I would say you should not ride MegaBus because they are a heartless company who does not care about their customers. I am far from done. My next step is to email them and write them to see where I can get quoting this blog article. I will be all over social media explaining to people how bad they are as a company and why people should not use them. I will also be sending them a copy of this post and explain to them what social media means to them.

Out of this I am starting a new blog which will focus on customer service good and bad. I am just waiting for the domain registration to be finished.

Below is my reservation for your reference. I will be posting the letter I send to them as well as any responses I receive. Please note I have blocked out the reservation numbers for security.

____________________________________________________________________________________________________________________________________________

THIS IS AN AUTOMATED EMAIL, PLEASE DO NOT REPLY DIRECTLY TO THIS.
WE CAN BE CONTACTED FROM THE CONTACT US SECTION OF OUR WEBSITE

Thank you for making a reservation with megabus.com

This email confirms your reservation.

The reservation number provided below must be presented to our driver when
you board the vehicle.

—————————————————————————-
Y O U R R E S E R V A T I O N S U M M A R Y
—————————————————————————-

Note: All prices are shown in CAD. All times shown are local time in that city.

Order Number : xxxxxx

** Ticket 1
Reservation Test for 1 passenger
Price paid: CAD55.00

Reservation Number
xxxxxxx

Trip information:
Depart Toronto, Toronto Coach Terminal at July 15, 2010 7:30 AM
Arrive Montreal, Montreal Bus Terminal, Metro Berri UQAM at July 15, 2010 2:15 PM

** Ticket 2
Reservation Test for 1 passenger
Price paid: CAD38.00

Reservation Number
xxxxxxxxxx

Trip information:
Depart Montreal, Montreal Bus Terminal, Metro Berri UQAM at July 17, 2010 1:30 PM
Arrive Toronto, Toronto Coach Terminal at July 17, 2010 8:20 PM

—————————————————————————-

Fees
Booking Fee: CAD0.50

Fee Total: CAD0.50

HST: CAD7.21
QST: CAD2.99
GST: CAD1.90

Total Charge : CAD105.60

—————————————————————————-
IMPORTANT INFORMATION
—————————————————————————-

Reservation Confirmation
You must have your reservation number to board our vehicle, so please take
it with you. This reservation number entitles you to a seat on the trip you
selected. Reservations for trips originating or finishing in Canada are
sold in conjunction with Trentway-Wagar.

Luggage Policy
Passengers can only bring one reasonable sized suitcase (or other sealed
equivalent) per booked seat. Any further luggage will be carried at the
Operators discretion depending on space availability. Strollers and Medical
items are excluded from this policy and can be carried in addition to the
suitcase.

Check in Time
Passengers are required to be at their departure point at least 15 minutes
before their trip is scheduled to depart. This allows megabus.com drivers to
board passengers in a timely manner avoiding any delays that may impact on the
departure of the vehicle.

Questions?
Should you have any questions regarding the megabus.com service please contact
us through our website or call 877-GO2-MEGA.

Enjoy your ride!

The megabus.com Team

—————————————————————————-
SPECIAL ANNOUNCEMENTS
—————————————————————————-
Discover Montreal like never before!…
Atop a London-style double decker, single or multi-day tours and more!
Show your Megabus eTicket and save 10% on Gray Line Montreal tours! Call 514-398-9769 to book now and SAVE!
Visit www.graylinemontreal.com for tour details.
http://www.graylinemontreal.com
—————————————————————————-

By | 2017-04-14T14:26:06+00:00 July 15th, 2010|Companies|20 Comments
  • I thought I would share the email I sent Coach Canada who operates Megabus in Canada

    ——– Original Message ——–
    Subject: problems with my Trip
    Date: Thu, 15 Jul 2010 10:09:07 -0400
    From: Robert Cairns <robert.cairns67@gmail.com>
    To: canada-info@coachcanada.com

    Hi Coach Canada,

    How are you today? I am not doing very good. I had purchased a Megabus ticket from Toronto to Montreal this morning. Unfortunately the person I was going to see passed away Tuesday night.I tried to call your Ontario number when I got in on Tuesday night and I received no answer so I called Wednesday morning. I called the Ontario number again and I was told to call a number in the US 908-282-7420.

    When I called the US number, a supervisor told me she would not help and DID NOT care about my situation. How could you not care about someone who just had a death in the family. This is heartless and very cold. I would like this situation resolved. I fyou need to call me please do on my cell phone at xxx-xxx-xxxx

    I should also advise you I have been all over Twitter, Facebook and I have blogged about the lousy way I was treated.

    If you want to see my blog entry please see https://stunningdigitalmarketing.com/2010/07/megabus-th

    My ticket is below:

    THIS IS AN AUTOMATED EMAIL, PLEASE DO NOT REPLY DIRECTLY TO THIS.
    WE CAN BE CONTACTED FROM THE CONTACT US SECTION OF OUR WEBSITE

    Thank you for making a reservation with megabus.com

    This email confirms your reservation.

    The reservation number provided below must be presented to our driver when
    you board the vehicle.

    —————————————————————————-
    Y O U R R E S E R V A T I O N S U M M A R Y
    —————————————————————————-

    Note: All prices are shown in CAD. All times shown are local time in that city.

    Order Number : xxxxxxxxx

    ** Ticket 1
    Reservation Test for 1 passenger
    Price paid: CAD55.00

    Reservation Number
    xxxxxxxxx

    Trip information:
    Depart Toronto, Toronto Coach Terminal at July 15, 2010 7:30 AM
    Arrive Montreal, Montreal Bus Terminal, Metro Berri UQAM at July 15, 2010 2:15 PM

    ** Ticket 2
    Reservation Test for 1 passenger
    Price paid: CAD38.00

    Reservation Number
    xxxxxxx

    Trip information:
    Depart Montreal, Montreal Bus Terminal, Metro Berri UQAM at July 17, 2010 1:30 PM
    Arrive Toronto, Toronto Coach Terminal at July 17, 2010 8:20 PM

    —————————————————————————-

    Fees
    Booking Fee: CAD0.50

    Fee Total: CAD0.50

    HST: CAD7.21
    QST: CAD2.99
    GST: CAD1.90

    Total Charge : CAD105.60

    —————————————————————————-
    IMPORTANT INFORMATION
    —————————————————————————-

    Reservation Confirmation
    You must have your reservation number to board our vehicle, so please take
    it with you. This reservation number entitles you to a seat on the trip you
    selected. Reservations for trips originating or finishing in Canada are
    sold in conjunction with Trentway-Wagar.

    Luggage Policy
    Passengers can only bring one reasonable sized suitcase (or other sealed
    equivalent) per booked seat. Any further luggage will be carried at the
    Operators discretion depending on space availability. Strollers and Medical
    items are excluded from this policy and can be carried in addition to the
    suitcase.

    Check in Time
    Passengers are required to be at their departure point at least 15 minutes
    before their trip is scheduled to depart. This allows megabus.com drivers to
    board passengers in a timely manner avoiding any delays that may impact on the
    departure of the vehicle.

    Questions?
    Should you have any questions regarding the megabus.com service please contact
    us through our website or call 877-GO2-MEGA.

    Enjoy your ride!

    The megabus.com Team

    —————————————————————————-
    SPECIAL ANNOUNCEMENTS
    —————————————————————————-
    Discover Montreal like never before!…
    Atop a London-style double decker, single or multi-day tours and more!
    Show your Megabus eTicket and save 10% on Gray Line Montreal tours! Call 514-398-9769 to book now and SAVE!
    Visit http://www.graylinemontreal.com for tour details.
    http://www.graylinemontreal.com
    —————————————————————————-

    ——————————————————————————————————————————————————————————————————-

    Rob Cairns
    rob@cairns-clan.com


    http://www.robertbcairns.com For all your computer needs
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    This e-mail is confidential. If you are not the intended recipient,
    please notify the sender by return email and delete this message and
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    http://www.robertbcairns.com For all your computer needs
    http://www.cairns-clan.com – My Family web site.
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    This e-mail is confidential. If you are not the intended recipient,
    please notify the sender by return email and delete this message and
    any copies. Internet email is not guaranteed to be secure or error
    free.Messages could be intercepted, corrupted, lost or arrive late.

  • Go get em Rob. This is the power of social media at its best. Companies need to recognize that customer service is paramount!

  • Thank you Marty and you know what they do not get customer service. They have still not answered my email from this morning. What is that it is called avoidance if you ask me and not trying to help the customer.

  • Coach Canada decided not to answer me blow is my email to them:

    ——– Original Message ——–
    Subject: Re: problems with my Trip
    Date: Thu, 15 Jul 2010 17:14:17 -0400
    From: Robert Cairns <robert.cairns67@gmail.com>
    To: canada-info@coachcanada.com

    Hi Coach Canada,

    I sent the email below this morning as a concern from a client. It seems to have ignored my email. This shows me that you really do not care about your customers and your client's. Companies like yours should not be in business.

    Rob Cairns

  • Still no answer from Coach Canada on my email. It seems they are heartless and uncaring. Would you do business with a company like this?

  • The latest in my Saga I finally got a tweet from the Megabus account

    @RobCairns so I can't directly help you but if you'll DM your contact information I'll see what I can do.

    Interesting when I called customer service, the Canadian call center gave me a us number to call.

  • Guest

    This is terrible! Thank you for posting your situation. I am currently planning to travel to Montreal from Toronto and was checking reviews on the different bus companies, when I came across your blog.

    I am very sorry for your loss, and I wish you all the best!

    Sincerely,

    Alexandra

  • Thank you Alexandra and good luck in your travels.

  • I thought I would post an update. I received a phone call from a customer service supervisor Anna in the North East Office in the US. Megabus is now working on crediting my account. As soon as I receive a credit I will post an updated blog post and a case study of what went wrong here on my new customer service blog which I will be launching tomorrow.

  • Christine

    I am having the same problem. My son booked two tickets to Montreal from Whitby. It was $150.00 for both tickets. When he got there he found that they had overbooked the bus and him and seven other people had to sit on the stairs of the bus….a five hour trip to Montreal!!!! When I called Megabus to complain I was spoken to rudely by a woman named Debbie and she told me that he was getting a discount rate already so it shouldn’t matter. She also said that sitting on the stairs on the bus isn’t illegal. I told her that he paid $150 for a seat not a stair. His return trip is $76.00 so obviously the $150. is not a discounted rate. I can’t believe that they are so rude and are not willing to help anyone at all. I am currently calling the other number you posted hoping I get some satisfaction from them.

    Christine

    • Duff

      Are all these complaints about debbie

  • Christine I do not disagree at all. They are run by Trentway Wager in Canada and Trentway does not respond to customer service questions it seems. What I would suggest is if you have I twitter account tweet @Megabus multiple times actually lots. Then maybe they will do something. Unfortunately they are a company that needs public pressure to resolve anything. Good luck and please let us know what happened.

  • Christine

    Well I actually did get somewhere. After dissecting their site, both Megabus and Coach Canada, I found that they are a subsidiary of a huge bus corporation in Scotland. I clicked on the link, then clicked on the board of directors and sent an email to the CEO and another Board Director. I got a response within 20 minutes…..unbelievable! They told me that they had forwarded my email, which they thought was disgusting treatment, to the president of Canada Coach. Within a few minutes I received a call from the President of Coach Canada apologizing profusely for what had happend and my son received a full refund for his trip to Montreal. They were extremely courteous and are looking in to the issues of overbooking with the highest priority apparently. They actually called Montreal to make sure that my son and everyone had a seat on the bus to come back to Whitby. The girl who treated me so rudely also sent me an apology. On the whole, other than really having to do detective work to find out the contacts are and having to deal with Debbie, the President and VP have been very accomodating and apologetic. They restored my faith in mankind 🙂

  • Christine, I am so glad they sorted your issues out. They do have a pile of internal issues they need to fix and if people like us do not tell them then they will never know.

  • Softech

    Hi Christine, what email address did you send to? I am trying to file my compalints as well. I emailed the general mail address and they simply igore my email

  • Kath256

    I am having the EXACT same problem, they WILL NOT pick up their phones. I paid for a 100$ ticket that I need refunded because I accidentally selected the wrong time and ended up having to buy another ticket..
    What do you suggest I do from here?

  • mareecb

    i saw this letter of complaint. Did you manage to get anything resolved with Megabus? I had a similar situation and the consultant also told me they could not give me a refund. At first i did not want a refund. i only wanted them to change the one ticket to a return ticket from Canada. Their website gave me two tickets to depart from the USA on the same day and no return. I then had to book a different return ticket because I could not take the chance of not having a return ticket. I would now like to have my money back before I have to return to my home country. 

  • Robcairns

    I did. How I did it is I went on a social media campaign two years ago. I also called their US head office and complained and complained. Calling Canadian Operations run by Coach Canada was actually useless.

  • askagway

    3 years later and they still have poor customer service. The bus was 2 hours late. The heat was blowing on a 70 degree day. When we asked to turn off the heat, the driver yelled at as and his dispatcher, threatening to turn the bus around. Their website is subpar and their customer service reps are not helpful. Then when I went to cancel an upcoming trip, I wasn’t able to reschedule because I don’t have a specific new trip planned and they don’t hold credit, so they’re basically telling me that they will be keeping my $100 and not providing me the service. Never again will I travel with them, and I’ll make sure my friends won’t either.

  • TeeLehAbby

    Hi Robert, I completely understand the situation you are going through. I have never dealt with a company who had NO answers for my question and didn’t even try to help me with my problem. I would rather take the plane and pay 160$ or Via Rail than ever deal with this stupid company ever again. I don’t know how they are still in business.