Busroute Recensioni 386

They've been very honest, quick to answer our questions, and their staff and drivers have been very humane and professional. It's been a great success to have them with our groups this year, and we'll continue working with them. Thank you all so much.

I am writing to formally complain about the unacceptable service my family and I experienced with a booking number TR65556 during a trip we booked for 15 passengers. Across three separate journeys, the service was consistently unsafe, unprofessional, and dishonest.

On one occasion, the bus engine overheated and broke down mid-journey, leaving all passengers, including children, stranded for over an hour on the roadside until a replacement bus finally arrived. On another, while I was delayed at the airport waiting for my luggage (through no fault of my own), the driver demanded an additional £100 and even threatened to abandon me on the roadside if I refused to pay.

For the final journey, despite booking a bus suitable for 15 passengers with capacity for 13 pieces of luggage, a smaller bus with only 12 seats was provided. This forced some passengers to sit on the floor while luggage was stacked dangerously overhead, creating a serious safety hazard.

When these issues were raised with the manager, Laurence, his response was rude, dismissive, and completely lacking in accountability. Although we were already deeply dissatisfied after the earlier incidents, we had paid the full amount in advance and were told refunds were not possible. This left us with no choice but to continue with the remaining trips under unacceptable conditions, enduring repeated poor service and unnecessary distress.

Without a doubt, this was and will remain my worst service experience.

They almost stopped and dropped us in the middle of the road — reckless, unsafe, and proof of how careless this company is with its customers’ lives.

Starting with Lurance, easily the worst and most arrogant customer-facing person I have ever dealt with. Zero respect, zero professionalism.

The cars themselves were a disaster — dirty, uncomfortable, and nowhere near safe for passengers.

And the driver, Herman, was the definition of incompetence: unskilled, careless, and completely lacking any sense of customer service.

At the end of the day, I would never, under any circumstance, recommend this pathetic excuse of a service to anyone.

The driver Sam was patient and friendly also accommodating. We all enjoyed the ride.

Absolute scam.
I have booked 2 minibuses for a race day. Main communication I have has is via WhatsApp.. sending links for upfront payment so I have requested for more specific details of the vehicles they will be sending and where the will come from, they will not provide anything other than dodgey emails with incorrect spelling and wrong balances. Unfortunately I have foolishly paid a deposit, and have asked them direct for a refund but no one has got back to me, this is after being bombarded with messages asking for a final payment. Someone apparently from the company ‘Lucas’ rang me yesterday to try and talk me into going ahead with paying the final payment as they are trustworthy, but will
still not give me any more information of the booking.
I have reported this to my bank as fraud and will be reporting to the police via the action fraud website.

Was very easy to book and price was great from Colchester to Camden. Driver James was amazing and arrived on time and was very accommodating when we asked to leave slightly earlier and from a close by but different location. Mini bus was lovely size and very clean. Would 100% recommend and would use again. Helped make my wedding day much less stressful.

The driver is very friendly and helpful the car is good only need to add for the chairs places to put drinks and place to put tissues or non required items

Great customer service from Lucas Evans. Had the perfect journey from Bristol to Edinburgh with Will as the driver (great driving, got a few tours along the way by him). Overall would recommend busroute!

Really happy bus was on time good service

Great communication ensuring trip ran smoothly. Drivers were on time and were patient with the traffic

We had an excellent experience with Busroute. Booking was very easy and accommodating and we were kept up to date with driver's details, ETAs etc. Our driver was on time and very nice and the journey was very smooth. The bus itself was very clean and exactly what we needed. I would definitely use them again!

Would give it a 0 if I could. Didn’t stick to any of their promises. Sent 3 non AC taxis rather than the AC 16 seater I paid for. Refused to compensate because they said it’s in their terms but when I asked them to show me when I signed those terms they couldn’t!! Report to ombudsman

It was easy to book the mini bus for the trip we wanted to take. Inadvertently a car was sent at first but after contacting them and speaking to Lucas a minibus arrived within 15 minutes.
The driver was very friendly, helpful and polite. We arrived at our destination in time. The minibus driver arrived on time when we were ready to leave. Altogether a good experience.

Car arrived on time for both journeys and driver was very helpful in packing the car with the large amount of luggage we had. We had a problem with pick up for the return journey but we were able to work out an alternative pick up speaking to the driver (Kadir) on the phone.

Very easy to book and a great service. Lucas was excellent to deal with

Good communication between the driver and passengers. Driver was on time and drive was good.
Greg was not the driver but has phoned requesting the feedback!

Very happy with the service from start to finish; from the customer service with Greg to the transfer from cardiff to Swansea which was on time and a comfortable ride. Reasonable price too. Will certainly use them again.

The customer service of this company was absolutely phenomenal! The coach was on time and we got to our destination on time too. I actually wanted to give this a 5 star rating but the quality of the coach itself was really poor but it made for a good laugh for the stag do.

We had a small problem with receiving details for the driver on the day, but all was resolved and the driver picked up and dropped off on time.

The driver from BusRoute was patient and understanding. He was very prompt and got us from A to B as quick as safe as possible. Immaculate vibes and very good customer service from the team behind the phone as well!