Review Time
Our experience with CharterUp was an absolute nightmare from start to finish.My business booked two buses months in advance, paid in full, and confirmed every detail. only to be told days before the trip that CharterUp had made a “typo” in our booking. They claimed the original quote (which had been accepted eight months earlier) was for a one-way trip instead of round-trip and that the cost would nearly double. This caused enormous stress and confusion, especially since our customers had already pre-paid for their seats based on the original quote.Resolving this issue took days of back-and-forth with offshore customer service representatives who clearly had no authority to fix anything. We were not allowed to contact the actual bus companies directly or even know what company was actually sending the busses, making it incredibly difficult to resolve urgent logistical issues. In the end, we were forced to pay an additional $1,000 just 24 hours before departure. The whole ordeal caused my staff tremendous emotional stress, including sleepless nights and tears of frustration.At one point, CharterUp also informed us that we would need to pay extra for ADA-accessible buses. This is blatantly illegal. To be clear, we had only asked if there would be space to stow walkers or mobility aids.When the trip finally took place, things somehow got even worse. The air conditioning on one bus was broken, the bathrooms barely functioned, and one of the drivers was dangerously inattentive: texting while driving, drifting over the center and shoulder lines, and appearing severely sleep-deprived. When our staff raised concerns directly and with the company, the driver responded by loudly confronting them in front of customers.Aside from a few kind customer service representatives who clearly did their best within a broken system, we have nothing positive to say about CharterUp. This experience was unprofessional, unsafe, and unethical from beginning to end. Our business lost money and our employees endured unnecessary stress. We will never use CharterUp again and strongly advise others to steer clear.
Saddam A, our driver for Ayah Charter was excellent - very accommodating, pleasant, on-time. He even gave us recommendations for alternative places to go because of changes in our itinerary due to the government shutdown and unrest in DC on that day. I highly recommend Ayah Charter and Saddam.
The bus was over 30 minutes late and the passengers were able to locate other transportation. We never used the bus but they will NOT give us a refund. There was no communication from the bus, from the driver or from Charter - ever. They just didn't show!!!Don't ever use this company - they are a complete and total rip-off!!!
I first reached out to this company on June 23 of this year, and from the very beginning, I was met with exceptional service. Crystal Drakes, who assisted me, was an absolute gem! I rented a 56-passenger vehicle for a pilgrimage on Saturday, October 11, 2025, and Crystal was attentive to every detail. Her communication—whether by phone, email, or text—was consistently clear, prompt, and professional.Then, just last Wednesday, I contacted her again after realizing we had more pilgrims than expected. We needed to book an additional, smaller bus for 18 passengers. Once again, Crystal went above and beyond to make it happen. When a miscommunication led to the cancellation of that second bus two days before the pilgrimage, she immediately escalated the issue and ensured I was connected with the right people to resolve it—time was of the essence, and she didn’t miss a beat.Despite the stress of being just a day out from the pilgrimage, every person I spoke with at this company was eager to help. Liv Elliott, the Escalations Supervisor, Rosemary in Customer Service, and a few others whose names I regret not catching—all deserve recognition for their kindness and efficiency.The buses themselves were spotless, comfortable, and well-maintained. Our drivers, Alan and George, were professional, attentive, and careful on the road. We felt safe and well cared for throughout the journey.I wholeheartedly recommend this company—without hesitation. They’ve earned my trust, my gratitude, and my business.
Charles Dixon is an amazing driver and an even better person. Loved everything about the experience from booking to trip completion. Will do this again in the future if we have another large group event. Everyone on the trip enjoyed the experience.
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