You are using an outdated browser. Please upgrade your browser to improve your experience and security.

Journey problems

Just like seats on a plane, all seats on are sold on a reservation basis, so you must travel at your specified time and date. For journeys within the UK, customers are required to be at their departure point at least 15 minutes before their selected journey is scheduled to depart. No refunds or credits will be given in cases where customers have missed the coach,but you can change your reservation on our website right up until 24 hours prior to travel.

If you missed your departure and you still wish to travel you will need to book another journey, you will need to go through the standard booking process by using our website or 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 and call charges may apply. Please check with your telecoms provider.

At some locations, like London Victoria Coach Station, you may be able to pay for a walk-up fare on the day of travel from a member of staff.

For the most up-to-date information relating to service cancellations, or delays of more than 30 minutes, please check the Service Alerts section of our website and/or our Facebook 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 20:00, 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.

Whilst we will make every effort to run services as scheduled, full refunds or alternative travel arrangements will be offered where services are cancelled. We do not offer refunds on delayed services.

Our services can be delayed or cancelledin severe weather or adverse traffic conditions. We will update our site with information relating to significant delays as soon as possible. We also use our Twitter and Facebook channels to post updates, and you can call our Customer Services team on +44 (0) 141 352 4444 for more information.


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

You can make changes to your bookings at any time, up to 24 hours before the date and time of your first journey. An amendment fee and booking fee will apply for each amended reservation. 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 will 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 How do I change my booking?

If you have a complaint, please send it, in writing, to [email protected]. Please make sure you state the nature of the complaint and include all relevant details. We will aim to respond to your complaint within 14 days.

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

 [email protected] and we will endeavour to respond to your email within 72 hours.

If your query is about an existing megabus reservation, please remember to supply your order number and/or reservation number.