Journey problems

Just like seats on a plane, all seats on megabus are sold on a reservation basis - so you must travel at your specified time and date. For journeys within the UK, customers need to be at their departure point at least 15 minutes before their journey is due to depart. No refunds or credits will be given if you miss the coach. But if your plans change more than 24 hours above you’re due to travel – you can amend your ticket with us online.

If you missed your departure and you still wish to travel, you’ll need to book another journey. So you can either book again on our website, or by calling our sales line on +44 (0) 900 160 0900. This service is operated by Journey call Ltd. Calls cost 65p per minute network access and call charges may apply. Please check with your telecoms provider.

At some locations, (London Victoria Coach Station for example), you may be able to pay for a walk-up fare on the day of travel from a member of megabus staff – or use the self-service kiosk.

For the most up-to-date information on your journey, you can use our coach tracker to track your coach live. We also have our handy Service Alerts section of our website and Twitter pages.

Customers who are currently travelling and require immediate assistance and any urgent wheelchair space bookings for travel within 48 hours should call us on +44 (0) 141 352 4444* at any time.

*Customer service advisors are available between 08:00 to 18:00, seven days a week. Calls to this number may be recorded for quality and training purposes. Telephone calls and network access charges may apply. Please check with your service provider for exact prices.

We work really hard to make sure our megabus services run as scheduled. But if there are changes outside of our control, full refunds or alternative travel arrangements will be offers when services are cancelled. We don’t offer refunds on any delayed journeys. 

We may sometimes end up with delayed or cancelled services if there is severe weather or traffic conditions prevent us from getting where we need to be on time. We’ll keep our website and twitter page updated with information on delays and cancellations. And you can use our handy coach tracker to keep up-to-date. 

Please check your booking very carefully before completing your transaction, as we don’t give any refunds for bookings after you’ve paid for them.

You can make changes to your booking by paying an amendment fee anytime at least 24 hours before you’re due to travel. We do not allow amendments less than 24 hours before departure. Changes can be made online or with an authorised megabus agent. The amendment fee at an authorised megabus agent may be different to the amendment fee charged online.
If your new journey is more expensive than the original one, you’ll also need to pay the difference between the two fares.

Unfortunately we cannot give you a refund or credit if the new journey is less expensive than the original one.

You can change trip now, or find out more in our bookings FAQ.

We’re sorry to hear you want to make a complaint. Please send all the details to us, including nature of the complaint and relevant details in writing to [email protected]. We’ll aim to respond within 14 days. 

If we are unable to resolve any complaint, you can raise your concerns with Bus Users UK. They can only help if you have already contacted the Operator. You can visit complaints, call 0300 111 0001, e-mail: [email protected] or alternatively write to Bus Users UK, 22 Greencoat Place, London SW1P 1PR

If you can’t find the answer to your question please email us at:  

 [email protected] and we'll aim to get back to you within 72 hours.

If your query is about an existing megabus booking, please remember to give us your booking reference number when you first contact us.