Review Time
I am very dissatisfied because, due to service disruptions, I almost missed my flight and had to pay an extra £46 to avoid it. I traveled to London for leisure from December 29, 2025, to January 2, 2026. Upon landing at the airport, I purchased an open return ticket to get to London Southwark. At the time of purchase, I was informed that the return ticket was cheaper than two single tickets and that I could take any ride within three months. No one mentioned that I needed to book the return ride in advance. The trip to London Southwark on December 29 was fine, although it took longer than the advertised 50 minutes. The trouble began with my return journey. I arrived at the stop at 3:20 PM on January 2, and at 3:40 PM the first bus arrived. The driver informed me that I could not board because it was fully booked. I learned that my open return ticket was essentially useless, as priority was given to those who had purchased tickets for that specific service. The driver told me to wait for the next bus. I did, but the next one arrived 10 minutes late (4:10 PM) and didn’t stop, even though I desperately tried to flag it down. Frantically worried about missing my flight, I had to rush to a public bus station to take a train that got me to the airport just in time. My advice: opt for the express train instead of this service!
After using this service numerous times over the years, I am now left feeling frustrated and have decided to take my business elsewhere. I purchased a ticket and tried to reach out the same day to make changes, but was unable to get through. Eventually, I managed to connect via web chat, but they completely disregarded my attempt to amend the ticket and informed me that it had expired, stating there was nothing they could do. Extremely poor customer service.
I truly enjoy traveling with this service. The comfort of the coaches, the seating, and the cleanliness are all excellent. The drivers are amazing—very friendly and supportive. These are the key reasons why I love traveling with this company.
Traveled to Manchester in November 2025 and back for under 23 quid... in remarkable comfort, with ample legroom, a quiet coach, and the same travel time as the train but at a fraction of the cost. I'm seriously considering the bus for most of my journeys due to their comfort. The service certainly made the trip enjoyable and convenient, offering many routes with minimal stops, modern buses equipped with charging points, and extremely comfortable seats—no more old buses with frequent stops. The journey to Manchester took only 4 hours, which was 45 minutes less than expected, while the train from London to Manchester cost 83 quid with 2 stops and transfers... no contest... 5 stars!
A coach that was supposed to leave London Victoria at 14:00 for Liverpool didn't depart until 16:16! Although the coach arrived on time, it prioritized passengers with seat reservations and those traveling to other destinations, likely due to overbooking. At 15:45, we received a card instructing us to call the company with a number provided. By 16:00, there was still no information from the support team regarding our situation. The only updates we received were 'we don’t know where your coach is or what’s happening.' Eventually, we were directed to switch from gate 6 to gate 19 to board a coach heading to Manchester. The whole situation was disorganized and unfair. We were supposed to reach Liverpool by 20:00, but instead, we arrived at 22:45 after being redirected.
My bus was delayed by an hour, and due to the issues with the official app, I was unaware of the initial 30-minute delay, which soon escalated to 60 minutes. Additionally, the information board failed to indicate the delay, and when my bus was meant to arrive, its entry simply disappeared.
I want to express my sincere gratitude to the ticket officer at the airport. We arrived on Friday the 26th around 4pm, and since there were no trains to the city, we decided to take the coach instead. The officer assisted us in purchasing our tickets and provided clear information about the bus arrival time. Despite the cold and the crowd, she took the time to ensure we had everything we needed. Her service was genuinely exceptional. The company is fortunate to have her on their team!
After a lengthy, early-morning flight from a distant location, I arrived in London feeling exhausted but prepared. I expected a wait for my onward transportation as part of the travel process. However, I did not foresee being left out in the cold. The scheduled service did not show up. There was no sign of the company to clarify the situation, provide reassurance, or offer guidance. Other drivers attempted to assist, but they had no useful information. Calls to the emergency hotline were unhelpful; they kept disconnecting. A group of tired travelers found themselves stranded at Terminal 5 on a frigid morning, with uncertainty adding to our fatigue. Eventually, assistance came not from the service provider but from a dedicated employee at Terminal 5, who stepped in to help. He found out that the coach was located elsewhere and arranged for another driver to come get us. After some confusion, it was decided that the coach would come to our location instead. When it finally arrived, my relief quickly turned to disappointment. The vehicle was old and not clean. The promised Wi-Fi did not work, and my seat was positioned next to a restroom, making the journey quite unpleasant. Travel, particularly after long flights, is built on trust: trust that schedules will be kept, communication will be clear, and basic standards will be upheld. In this instance, that trust was severely tested — and ultimately let down.
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