A ticket was purchased for my son to go from Memphis, TN to Chicago, ILL and from Chicago, ILL to Minneapolis, MN at 10 am. However, when we arrived at the downtown Megabus stop, we found that there was not enough room for him on the bus and he was told he would need to wait until 1pm for the next bus. This bus was only equipped to hold 55 passengers and the bus at 1 pm would be able to get all the passengers who were not able to load the first bus.
My son and I went home and I called customer service, which was the number listed on the Megabus website, but after telling them my issue I was told to contact a customer service specialist at 773-890-6342. I called the number and spoke with a Patricia and explained her the situation. She gave my son a new ticket number for the bus that would be departing in Chicago at 10:30 pm. I told her that I needed to know when the bus that was arriving from Memphis would arrive to Chicago because I did not want my son waiting in Chicago outside in the dark for 6-8 hours for another bus. She advised that she would find out the information from the bus driver and call me back. This was at 10:15 am.
My son and I waited for Patricia to call back, but it was 12:40 and we still did not receive a call back from her regarding the Chicago to Minneapolis departure time. At that time, I called back and spoke with Patricia and asked her why she had not returned my call and it was 20 minutes before the bus was scheduled to arrive at the Memphis pick up location. She stated, I was going to call you back. I had 6 other people to call too". I told her that we had to leave if we were going to arrive in time to catch the bus and I didnt understand why I did not receive a call back about my inquiry. At that time, she was sarcastic and nasty. She could not tell me when a bus would be leaving Chicago and was uncertain of how long the bus would take to make it to Chicago or an estimate because of construction in the area. After I asked her why they didnt know the schedules and if there was at least another bus there to ensure my son would not be standing around in Chicago for 6-8 hours with no connection bus, she could not answered and hung up the phone in my face after I asked to speak with a manager.
I called back after the hang up and the lady I spoke with claimed she was a manager, Ms. Washington. She said the situation was out of their control and did not understand why I was upset because she didnt get upset about things that were out of her control. I told her that I was concerned and had to make a decision about my son, but did not want him unsafe and hanging around for several hours in downtown Chicago waiting for a bus. This was not about her. This was about a service that was purchased for a specific time. Passengers should have been notified. Ms. Washington did agree that passengers should have been notified via email.
I told her that I am sure she would feel the same if it were her child and would have the right to find out what was going on. She was smart and stated if it were my child I would reschedule the bus.
Now, with all that being said, this is my point. If Megabus knew they didnt have enough room on the buses, why continue to take reservations and why not contact the people who made reservations to give them the opportunity to make an informed decision about what they wanted to do and how they wanted to do it.
The ladies I spoke with were both uncaring, unprofessional and gave me the impression that the Megabus was running this customer service operation out of someone's house. Because before I hung up with Ms. Washington, she told me bye then, hang up, bye. This was so unprofessional. I cannot even begin to tell you how ignorant she sounded on the phone.
After taking my son back downtown Memphis to the Megabus stop for the 1pm bus, I asked the bus driver what time he thought the bus would be arriving in Chicago and he was frustrated and said he did not know, he could not guarantee a time. I asked him are there buses that would connect so my son would not be outside for 6-8 hours and he said, "like I said, I dont know, you'll have to call customer service, I don't know".
So, Patricia and Ms. Washington and the bus driver don't know anything. How are the passengers supposed to know? Who runs a business like this?
Megabus will never receive my business again. It is safer to go Greyhound. At least if there is an issue with the schedule, you will get some answers and you will not be stuck outside for "you don't know how long".
Greyhound is only a $40.00 more. I think a persons safety is worth that.
Avoid Megabus at all costs until they become more organized. Don't be stuck somewhere depending on an internet connection to get answers and customer service and bus drivers who don't have answers or accountability to anyone.