I had two visitors booked from State College to New York on the 12:40 p.m. bus earlier this month so that they could catch a flight to Jakarta, Indonesia, from JFK airport. They had the worst experience.
The bus was more than two hours late in arriving. Despite calling the company three times, we could not get any information. We got a standard reply that the bus was stuck in traffic and would come any time. It was evident there was no contact between the driver and the customer service.
The bus came after 2:40 p.m. At first, the driver refused to take the passengers, claiming he was there for the passengers who were to leave on the 1:30 p.m. bus, not the 12:40 p.m. one. Then after checking with his office, he relented. Later when I asked him the reason for the delay, he told me that he was given the bus 1 hour 15 minutes late at Chicago. The company’s website also had no information about this delay.
Seeing the passengers stranded for more than two hours at the Wal-Mart parking lot on North Atherton with no information, no place to sit and not even water to drink, the larger issue that dawned upon me was that this is a most unreliable service that uses public parking lots as passenger lounges to cut its costs and has no resilience in the form of a backup or information systems, let alone human support, in the event of any mishap. I asked Megabus for an explanation but got none!