Megabus
Customer Service

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.

Company: Megabus
Country: Canada
Province: Ontario

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