Megabus hell | Life

I’ve worked in customer service for many years like most of us I believe and maybe that’s why I’m a little bit harsh when I’m on the customer side. But, I’ve never had such a bad service! Let’s start at the beginning.

If you’ve read my blog last week, you know that I went to Whitby, Ontario for the weekend last month. To do so, my man and I chose to use Megabus services. They were the cheapest and one of the few to offer that round-trip that weekend. One of the bummers is that their tickets, once purchased, are non-refundable under any circumstances, so be sure that you’ll go where you go with them. You can always exchange them before the original trip. You need to do so by exchanging for another trip within the next 3 months… with additional fees of course! Megabus is owned by Greyhound, a company that offers refunds under some conditions, but didn’t offer the trip we needed. The other option we had been Via Rail train. Although more flexible and almost the same time to travel as Megabus, it was more expensive.

Our first bus was on Friday morning in Montreal around 8h30. That day, it was raining a lot. When we got to the bus second level, we sat down and realise that the seats were wet. The ceiling was leaking. We switch seats, but my husband already had already his bum wet… We then left for the next stop which was in the west-island area. Before we even got there, we had to switch seats again because, this time, it leaked on my head! Other than that, the trip went well and we arrived on time in Whitby.

The ”hell” part of the experience happened on Sunday morning. We left the marina for the GO station to be there around 9 am. We were there around 8h45. The bus was supposed to be there for 9h20. At 9h40, the bus still wasn’t there so I called customer service. My first attempt to contact them went dead because of a weak connection I believe. I called again and took 10 to 15 minutes before I had the chance to talk to an actual human being. I was then told that the bus had broken down and needed to be replaced for the trip which concluded by a 1-hour delay. I asked why they didn’t inform us by the alert system they have on their website. I was told they don’t use it and usually wait for the customer to call them so they can tell them !!!! After some arguments with the representative – I know, they’re not refundable – I ask to be transferred to the department of complaints to left a message on their voicemail. By the way, I feel the need to tell you all that when you call them, you do have the option between English and French… but there’s a catch! The French option is always a voicemail and they say that it’s going to take them between 3 and 4 days before they call you back. The English option will connect you to a person all day, every day. Luckily for them, I speak both. :@ After my call, some of the other persons waiting – between 15 and 20 persons – asked me what the person had told me. Around 10h20, we then finally saw the bus on highway 401. We saw that the bus didn’t take the exit to pick us up!

After some arguments with the representative – I know, they’re not refundable – I ask to be transferred to the department of complaints to left a message on their voicemail. By the way, I feel the need to tell you all that when you call them, you do have the option between English and French… but there’s a catch! The French option is always a voicemail and they say that it’s going to take them between 3 and 4 days before they call you back. The English option will connect you to a person all day, every day. Luckily for them, I speak both. :@ After my call, some of the other persons waiting – between 15 and 20 persons – asked me what the person had told me. Around 10h20, we then finally saw the bus on highway 401. We saw that the bus didn’t take the exit to pick us up!

During that time, I was also texting my aunt and our family friend what was going on. They decided to pass by the GO Station to pick us up (I LOVE THEM!). We left around 10h40 to go to the Oshawa train station. We were lucky enough to be able to buy ourselves 2 tickets on the next train for Montreal. We weren’t next to each other and not even in the same car, but it didn’t’ matter. My husband was working the next morning and we needed to get home.

On Monday, the next day, I still didn’t have a call back from them so I left another message on their voicemail of the same department. I also tried to contact the Office de la Protection du Consommateur of Québec without any luck since their lines are always busy and there’s no voicemail or email to leave a message. As of today, I still didn’t have the chance to talk to someone there. Megabus finally called me back a few hours later. The conversation started by them telling me that I left a message at 10 pm and not 10 am. I said that it didn’t matter, what mattered was that I didn’t receive the service I paid for. So I gave them my reservation number so they can verify my version of the event (the bus was late and didn’t pick us up!). They needed 3 to 4 days to verified the bus GPS and to talk to the bus chauffeur to know what happened. To me, that meant I was going to receive a call from them on Friday, maybe next Monday. Boy, was I wrong!

No news. No compensation. No communication.

I called them back on last Wednesday. I left – again – another message on their voicemail.

No news. No compensation. No communication.

I gave the last call today (Friday), the last voicemail. I told them that this was my last voicemail for them and since they don’t cooperate, I will call and complain to the Office de la Protection du Consommateur of Québec and Ontario, as well as sending my situation to the show La Facture. I also told them that unless they call be back soon with a solution, there will be other procedures initiated.

Let’s hope the solution will be resolved soon.
I’m tired of their stupid and childish games.

Now, let’s enjoy our weekend and hope that I receive a call from them on Monday 😉

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