I had purchased a ticket for a 6pm bus from Philadephia to NYC. The bus did not arrive. I spoke with customer service 3 times and each time they told me they could not track my bus and to call back in 10-15 minutes. Another bus did arrive and the driver yelled at another customer and said that those of us with 6pm tickets would not be allowed on his bus because it was supposed to depart at 7:30pm. I waited over an hour for the correct bus to arrive and it never did. I would very much appreciate refund for my ticket as I had to purchase an Amtrak ticket (expensive!) to get home to my family in New York as I had no where to say for an extra night in Philadelphia. User's recommendation: When the bus shows up, Megabus will get you from where you are to where you need to go. Just have a back up plan... not reliable.