Absolutely shocking service. I land at gatwick airport at 1am and get through customs at 1:45. I then book a 20 pound megabus for 2:55am to avoid the extortionate cab prices back to london. I wait until 2:55am cold and absolutely shattered however the megabus doesn’t arrive. I wait until 3:30am checking with stewards I was in the right place and that I wasn’t mistaken. I have now reached a point where I am so tired and concerned this bus isn’t turning up whilst also calling their tracking number to see when this bus is arriving, but straight to voicemail saying service unavailable at this time. So I concede and get a 60 quid uber home on top of the 20 pounds I’ve just spent for the megabus. Clearly expecting a refund the next day I report my incident with customer care demanding a refund and they say they can confirm with me this bus did arrive an hour late and we won’t be able to refund you because the delay wasn’t more than 120 minutes!!!! 2 hours!!! In the middle of the night at 3am?!?! Absolutely awful service. Cannot refund me 20 pounds because they expected me to keep waiting for a 119 minutes until I can receive a refund according to their terms and conditions. I urge you not to use this bus service and look elsewhere. This company has to alter their protocol for refunds so that it doesn’t apply to all time periods specifically in the middle of the night as it is highly unreasonable to be expected to be waiting at a designated stop for 2 hours after the due time to expect a refund if you don’t get on their bus. Genuinely baffled.