Megabus – Advocating for Passengers with disabilities
13 min read
2497 words
As a personal care attendant for my adult daughter, who lives with a brain injury and the complicated legal issues of incompetence, I deal with a reality that is both tough and incredibly fulfilling. Every year, as summer comes around, a beloved tradition starts: the detailed planning of her yearly vacation. For her, these trips are not merely escapes; they are thoughtfully crafted moments in her life, aimed at enhancing her experience and building treasured memories. Recently, I experienced a significant moment, or more accurately, the events leading up to it, when I tried to book a simple bus ticket from Toronto to Niagara Falls via Megabus. Thanks to the amazing help from organizations like Easter Seals, my daughter has a Access 2 card. This card is not just a regular piece of plastic; it represents hope and serves as a practical tool to make travel easier for her. It shows that she needs assistance and importantly, that a personal care attendant (PCA) can travel with her for free on certain transportation services.
The Mega Bus website, which we chose for its direct route, clearly outlined this policy: “The website states to inform the representative at the time of booking the disabled person’s ticket that a personal care attendant (PCA) will be accompanying them so that a reservation can also be made for the PCA. There is no charge for the PCA.” With this clear guideline in mind, I expected the booking process to be simple. How wrong I was.
The Search for the PCA Ticket: A Digital Promise Meets Real-World Challenges
My adventure into the booking chaos started on a Tuesday afternoon. After carefully considering my daughter’s needs, I researched departure times, the bus’s accessibility features (which could be a whole other article), and confirmed the PCA policy on their website. Everything seemed set for a hassle-free booking. My plan was straightforward: call Mega Bus, book my daughter’s ticket, and at the same time, secure my PCA reservation. I called their customer service line right at 12:56 PM, feeling hopeful.
The first automated menu was typical, leading me through different options until I finally got to speak with a live agent. I introduced myself, explained our travel plans, and clearly stated, “I need to book a ticket for my daughter, who has a disability and will be using her Disability Travel Card, and I will be her personal care attendant. Your website mentions there’s no charge for the PCA, and I need to make my reservation at the same time.” The first agent was polite but seemed a bit lost with the process, putting me on hold . After about five minutes, she came back and told me she couldn’t find a way to book a PCA ticket without a fee. My heart dropped a little, but I stayed calm, explaining the website policy again, quoting it almost word for word. This was just the start of what would turn into a long fight for advocacy.
The first agent passed my call to a supervisor. This is when the real test of patience started. I was connected to a supervisor, and the time kept moving past 1:30 PM. I went over my story again, explaining my daughter’s situation, the Access 2 card, and the Mega Bus website policy. The supervisor was listening, but her reply was just as confusing. She claimed that for a “free PCA ticket,” it would have to be sent to another office and that it would take five days. I pointed out that the policy said bookings had to be made with a representative, specifically because the online system doesn’t let PCA seats be issued. Once more, I said, “I need to book a PCA ticket so I can sit next to my daughter on the same bus,” my voice steady but barely hiding my rising frustration.
I was confused. Five days? That totally clashed with the need to book a PCA seat right away. I made it clear, my tone strong even though I was getting more frustrated, that the policy clearly said bookings had to be done through a representative, exactly because the online system can’t issue PCA seats. The whole reason I was on the phone, stuck in this never-ending conversation, was that their website wasn’t set up to deal with this usual request. Again, I said, “I need to book a PCA ticket so I can sit next to my daughter on the same bus,” my voice now not so calm, hard to hide my growing frustration.
A Glimmer of Hope, Then Back to Square One
Feeling trapped and ignored, I chose to take a different route. I called Mega Bus in Kingston, Ontario, thinking a local office might provide a better solution. I talked to a really nice young man there who listened carefully. He confirmed what I already knew: the PCA ticket had to be booked and issued at the same time as my daughter’s ticket. He totally got the reasoning and the policy, which gave me a little bit of hope. Unfortunately, he couldn’t do this for me directly, as he mentioned their system didn’t allow for bookings beyond their immediate area. Still, he was kind enough to give me the number for Mega Bus Peterborough, suggesting they might be able to help.
I quickly dialed the Peterborough number and talked to a woman there. She heard my situation and, to my relief, offered to contact Mega Bus for me, acting as a third-party advocate. After being placed on hold, she came back to inform me that she had talked to them and that a supervisor would be calling me today. This was the second time I was promised a supervisor call, and I started to feel skeptical. Would this one actually happen?
The Hard-Won Victory: Advocacy in Action
The promise of a callback turned out to be as empty as I had feared. With a growing sense of frustration boiling inside me, I called MegaBus customer service again, determined to stay on the line until the issue was fixed. I talked to another agent, shared my story for what felt like the tenth time, and she too, after checking with a supervisor, told me that a supervisor would call me back. The cycle of hopelessness was complete.
Still, even though my patience was wearing thin, I called back once more. This time, I spoke to yet another agent who, without any hesitation, repeated the infamous “five-day” waiting period. “I have to wait five days for a PCA ticket?” I asked, my voice rising a bit, a hint of firmness in my tone. “But I need to book it now, to be with my daughter.” I then requested to speak to a supervisor, only to receive the curt response, “No supervisors are available.” This was the breaking point.
I recounted my story again, letting out all the built-up frustration and the deep sense of unfairness. And then, I said it. “I feel,” I declared, my voice steady and strong, “that my daughter is being discriminated against for having a disability and needing a personal care attendant.” There was a noticeable change on the other end of the line. The agent, perhaps taken aback by the seriousness of my claim, put me on hold. The hold music, usually annoying, now felt like a drumbeat of hope.
Finally, after being told multiple times that no supervisors were available, I was connected to one. And then, as if by some miracle, the impossible became real. The supervisor, without any further debate or mention of the arbitrary five-day wait, went ahead and booked my PCA ticket, instantly confirming my seat next to my daughter. The relief was huge, almost overwhelming. The ticket, which had seemed like a distant dream for hours, was now a reality, secured. It had taken relentless effort, over two hours of phone calls, countless retellings of my story, and the uncomfortable but necessary push to get what I needed.
Beyond My Call: The Wider Impact of Accessible Travel
My own experience with MegaBus, which eventually got sorted out, really drained me and left me feeling frustrated. It wasn’t just about getting a bus ticket; it highlighted the everyday challenges that people with disabilities and their caregivers encounter. The company’s policy was straightforward: a free PCA ticket should be booked at the same time as the ticket for the passenger with a disability. However, trying to actually make that policy work was a confusing and humiliating experience.
This situation brings to light a number of important problems. First of all, there’s a noticeable gap between what companies say they will do and what actually happens in customer service. If the agents and their supervisors aren’t properly trained on specific accessibility rules, or if their systems don’t make it easy to book these services, then the policy, no matter how good it sounds, doesn’t really mean anything. Secondly, the constant requirement of a “five-day wait” for a simple booking, especially when a passenger needs help right away, is not just impractical but also unfair. It puts extra pressure on people who are already dealing with daily difficulties, basically punishing them for asking for help. Lastly, the emotional and logistical stress of having to fight for basic access is huge. It makes people use up important energy on advocacy that shouldn’t even be necessary, energy that could be better used to take care of themselves or their loved ones.
My quest was relentless, driven by a strong desire to guarantee my daughter’s ability to travel with the necessary support. However, not everyone has the time, energy, or knowledge to challenge such bureaucratic delays. This is why it’s crucial for transportation companies like MegaBus to go beyond merely having policies; they need to make sure these policies are understood, properly executed, and backed by their operational systems and staff training. Accessible travel isn’t a privilege; it’s a right. I hope that by sharing this “megamess,” other companies will think about their own practices, making sure that their focus on efficiency doesn’t unintentionally create barriers for those who need help the most. The path to truly inclusive travel is ongoing, and it requires constant attention and steadfast advocacy.
Update: July 9th, 2025 – My Unexpected Refund
I’ve heard stories about buses being overbooked or couples being split up, and frankly, the thought of arriving at the station only to find myself scrambling for a seat – or worse, not getting on board at all – was enough to make me anxious. I really wanted to ensure my daughter and I could sit together, to enjoy the journey without the stress of last-minute seating arrangements.
So, adding to my frustration, I decided to take proactive steps. Last night, I called back with the intention of booking reserved seats. I figured a small fee for peace of mind was entirely worth it. What I didn’t expect, however, was to be unexpectedly charged an extra $12.54 for the PCA seat. It wasn’t the amount itself that truly bothered me, but the principle of the charge. Here I was, trading in a free ticket – a benefit I was entitled to – only to be hit with an additional cost for what felt like a basic reservation.
This unexpected fee left a sour taste, so I knew I had to address it. Today, I took the time to speak to a systems manager with Coach Canada, located in Peterborough, Ont. I explained the situation thoroughly, detailing how I had exchanged my free PCA ticket for a reserved seat on Megabus, only to then incur an additional charge.
In response to my complaint, she informed me that Megabus is reportedly reviewing the incident that took place, which is a positive step. While she has apologized for what transpired, and I truly appreciate the gesture, I still feel that they should be handling the issue of PCA cards differently. The confusion of trying to book a ticket and the unexpected charges create an unnecessary hurdle for passengers who are using these free tickets. It diminishes the value of the perk when you have to jump through hoops, or worse, pay extra, to redeem it fully.
The manager did, thankfully, take immediate action to rectify my specific situation. She has refunded the $12.54 charges that were applied to my PCA ticket, which brings a sense of relief. It’s comforting to know that my voice was heard and that a tangible step was taken to correct the error. However, the experience has certainly left an impression. I’m still set to travel with Megabus, and I’m curious to see how the actual journey unfolds after this initial hiccup. I will definitely update this post after I travel with Megabus to share the full story and my final thoughts on the entire experience.
Unpacking Disability Support on Canadian Buses
Another fascinating discovery emphasizes the detailed support that is available for travelers with disabilities. In Canada, bus companies are required to help passengers with disabilities, offering assistance with tasks like getting on and off the bus, as well as finding their way around the terminal.
I was under the understanding that the company and its associated services would offer the necessary physical assistance that my daughter might require. To my astonishment, the manager clearly indicated that their Megabus service would not assist with luggage, boarding, or disembarking. They stressed that this responsibility rests entirely on me, her Personal Care Attendant. She noted that this is the reason I receive a complimentary ticket! This was a shocking realization, revealing a considerable disparity between expected support and the actual operational reality.
My role as my daughter’s PCA encompasses much more than merely accompanying her. I am tasked with managing her medical needs and providing comprehensive support for navigation in unfamiliar environments. This involves everything from identifying accessible routes to overseeing medication and ensuring her safety in crowded settings. When we travel, my responsibilities increase significantly, covering all travel-related duties that guarantee her comfort, dignity, and access.
Therefore, when a bus company claims that fundamental assistance such as boarding or handling luggage is not their obligation, it imposes an excessive responsibility on me and, consequently, on my daughter. It signifies that I am not only navigating the journey but also physically lifting both her luggage and mine.
While I am entirely dedicated to my role, the expectation that I alone must manage every physical aspect of boarding and disembarking, even when professional assistance should ostensibly be available, is disheartening. This experience has profoundly highlighted that while the concept of comprehensive support for travelers with disabilities is acknowledged, the practical implementation can differ significantly, leaving families like ours to bear responsibilities that ideally should be distributed. It serves as a reminder that my journey as a PCA is not solely about caring for my daughter, but also about persistently advocating for the accessible world she rightfully deserves.
Megabus? More like megaBUST!
We reserved a month in advance and when the bus arrived, it was full!
I’m sorry you had this experience! I hope they step up and resolve this for you and others!
I’ve tried most of those bus companies and Flixbus was just better in general.
How frustrating so to hear you had such difficulties with planning the bus trip, so much for good customer service/ relations.
I find them fairly reliable, usually on time but slow. Wear a mask – last time i took it I ended up with Covid. I am sorry this happened to you.
Welcome to the world of paper accommodations. It happens more often than it should.
Big companies love to express goodwill in their marketing, but is quite often a false promise.
Im a person in a wheelchair and I unfortunately have never heard of this bus but have similar issues in my area
Sorry u have to deal with this.
Sometimes its a sign not to go. A bus like that may be a hassle logistically anyway. Maybe find an easier way of travel like via rail. You still have to call over the phone I believe but theirs lots of accommodation there. Then you guys are not crammed into a confining space causing you both frustration and more anxiety. I love Via Rail. I am way overdue a trip.
I am so truly sorry to hear this, it’s absolutely disgraceful that you have been put through this hassle. Megabus is in violation of the Disabilities Act by making you pay any sort of fee for your travel arrangements, I’d be contacting them in regards to this.
VIA Rail does much better
Sorry to hear that you had problems dealing with Megabus. I think it would help if you contacted Easter Seals. They are the people who issued the card. Let them know what you had to go through & being charged for your ticket. I am sure they will contact Megabus. Other people have probably have been stuck paying for another ticket. I am sure they will be able to get you a refund and an apology.
I didn’t get charged for my PCA ticket. Instead, I was hit with a price increase of 1.39. This happened because the original price of the Megabus roundtrip ticket went up by $1.39 on the same day within a 4-hour period. Additionally, I was charged a Booking Fee of 3.99. There was also a Trade-in Fee of 3.00 and a tax of 3.51.
West Jet was an absolutely disgusting experience booking a support person ticket. I was disrespected, lied to and charged hidden fees beyond what the Disability Act allows them to charge, and even had the person on the phone raise their voice at me, when I stayed calm and collected. (I’ve had better luck with Air Canada, shockingly.)
That sounds like an absolutely infuriating and unacceptable experience. I’m genuinely sorry you had to go through such a disrespectful and frustrating process, especially when trying to book essential support.
Exactly! I’m so sorry you’re going through this as well. The energy it takes to fight for these basic rights is so depleting.
I was fully prepared to take it higher but I just didn’t have it in me at the time.
I would definitely try tweeting at them and posting on social media to try to get someone higher up at Megabus’ attention.
Because people don’t share these problems in a wider capacity – like human rights commission, AODA, the news outlets (THINKING of consumer reports like Pat Foran for example), they will keep doing that and keep getting away with it.
With that said, I have personally heard a lot of great stories about VIA and the Go train being very helpful to their customers, regardless of their conditions.
Me and my friend has issues back In November. We were taking a trip to Toronto, and they wouldn’t allow us to bring her service dog. They said we only allow guide dogs. So we drove to Oshawa and took the go train.
And yet they state Megabus will accept one service animal per customer.
Rose in future there is an accessibility car on the Go Train where their ambassador is located. They are very good at ensuring people with disabilities are accommodated. There is also a ramp to allow you to get your luggage on and off easily. You can get a pass that will allow you return trip on the Go Train and unlimited travel on Niagara’s Wego buses. There are several trains a day.
A woman using a power wheelchair was recently denied a Megabus ride due to her electric wheelchair, an incident that directly contradicts the company’s stated policy of welcoming all customers without discrimination based on disability. Megabus officially emphasizes its commitment to accessibility, offering assistance for mobility devices, and has an accessibility plan aimed at removing barriers and understanding customer needs. Despite these clear policies, the woman was denied service. In response, Megabus is reportedly reviewing the incident and plans to train staff on how to properly handle similar situations in the future, as reported by the St. Catharines Standard.
Have you seen the post on Reddit? A guy was forced to stand on megabus from Kingston to Toronto. Mind you this is at 4:30AM on a highway.