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.
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