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The Megabus Response

This post is a follow-up to an open letter I addressed to Megabus.com and its parent company, CoachUSA, after a horrible experience I had while making a familiar (and normally tranquil) trip from Chicago to Cleveland. Here’s what a manager, says when one of his employees calls someone “a cripple” while providing shitty service. To his credit, I think he has responded with compassion and a sincere-sounding apology.

Colin,

As manager of megabus.com I would like to sincerely apologize to all those involved for the inconvenience you all experienced on this trip. The actions you described that were taken by Mr. Washington are unacceptable and unprofessional and I can assure you that proper disciplinary actions will be taken to avoid a situation like this in the future. Our website does specify on the front page and in the help section, that a standard size suitcase was required to board the bus. However, since it was your only piece of luggage this should not have been a problem for this trip and the driver should have made an exception. But please make note of this for the future, that will not be considered a standard piece. The other situation is a whole different story. Megabus.com strives on providing the best service possible and that includes those who require wheelchair assistance. There is a specific key that is required to open the compartment that holds the ramp for the wheelchair, but there is no excuse for the drivers remarks and inability to tie down the chair. This again is unacceptable and I can assure you I will make it a point to contact all of our drivers for a reminder and refresher on the situation. Please accept my apologies and forward on to your companion. I would be more than happy to provide you with a full refund for this trip as well as a complimentary ticket to use in the future without service as a token of our apology. Can you please provide an email address that was used to purchase the tickets? With that I can access your records and complete the refund.

Thank you!

Matthew Eggert

megabus.com

inquiries@megabus.com

This post is a follow-up to an open letter I addressed to Megabus.com and its parent company, CoachUSA, after a horrible experience I had while making a familiar (and normally tranquil) trip from Chicago to Cleveland.