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
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
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
Booking Fee: CAD0.50
Fee Total: CAD0.50
Total Charge : CAD105.60
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.
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
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.
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
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