When customers buy a ticket, they expect timely service. But after a mix-up on a warm day, some MegaBus passengers want refunds and an explanation.
MegaBus prides itself on cheap fares, with some as low as $1 to travel long distances.
But a group of passengers said the company forgot about them and left them stranded at their bus stop for hours Friday. Some even waited nearly five hours in the heat of the day.
Michelle Gray bought a round-trip ticket on MegaBus to visit Music City for a girl's trip.
"I love Nashville, and I can't wait to come back," she said.
But Gray said the vacation became perhaps most memorable for the struggle to get home to Indiana.
"It's like leaving a kid on a school bus or something," she said.
The discount fare seemed a perfect fit until she showed up at the Ramada near LP Field, the designated bus stop, at the designated time.
Hours ticked by as more passengers arrived, but there was still no bus. Customers sat in the sun for hours, calling the company in search for answers.
"We all have the new technology. They've got smartphones where you can receive your texts and stuff, computers," Gray said. "And nobody got anything, any word whatsoever to say that the route had been changed, the pickup place had been changed or the time had been changed. And just to call somebody and have them say, 'Oh, well. There was a mix-up.'"
Eventually, persistence paid.
The MegaBus arrived after 2 p.m., just about 3 1/2 hours after it should have left Music City.
"Poor customer service. Miscommunication," Gray said. "I don't know if refunding the money is enough. It leaves a bad taste in your mouth."
MegaBus released a statement Friday saying the driver made an unfortunate error in this case, and the affected customers are being emailed with an apology and an automatic refund.
The company also said this type of mix-up doesn't happen often.
Nevertheless, several of the customers said this would be their last trip on board.
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