Bus from Madison, WI to St. Paul, MN set to depart at 3:20pm on Friday, June 22, 2018
Reservation Number: [protected]-M4R-1520-UOW-MSP
As instructed, I arrived at the pickup location at 3pm to ensure I would get my reserved seat. When the bus did not show, there was no explanation until 3:41pm (21 minutes after the bus should have already left). The explanation blamed traffic and then said, "The estimated delay time is approximately 45-60 minutes from." This explanation was confusing and made it difficult to determine if I would have time to find food or use the bathroom because I did not know when the bus would actually arrive.
The man who would be our driver showed up around 4pm and said the bus would arrive in about 20 minutes, but this turned out to be untrue. The bus finally arrived around 4:53pm. There was a 10 minute delay before anyone was allowed on the bus and 20 minutes before the bus left. In that time, the previous drivers had to come back to the bus because they could not find the keys our new driver had just given them.
In total, I waited 2 hours from when Megabus instructed me to show up to the pickup location. The drive itself continued without issue, but I still find it unacceptable that the bus was delayed by almost 2 hours with only a single confusing email as an explanation.
I, and those picking me up in St. Paul were put through unnecessary stress and inconvenience because Megabus failed to provide the service I paid them for. Yes, I did arrive safely at my destination, but I would consider a somewhat timely arrival equally as important. Because of Megabus' failure to provide the full service for which I paid, I would like a refund.