Review Time
Outstanding support for individuals with disabilities. Prompt service, cozy seating, and a tidy atmosphere. Adequate air conditioning and pleasant lighting. Courteous and supportive staff. I consistently choose this service for these reasons.
Upon arriving at my destination, the driver mistakenly handed my bag to someone else and then told me there was nothing I could do. I submitted a lost luggage report, but the service has ignored my attempts to reach them; they don't even provide an email or phone number for contact. I just want my bag returned or a reimbursement for my luggage costs. I am frustrated as I only want my luggage back, yet the service continues to evade my requests. They could easily send an email to the few passengers who were on the bus to inquire if anyone took my bag by mistake, or they could check their cameras to identify who took it. It's not a complicated issue, but they seem indifferent once the customer has exited the bus and received their payment.
My partner and I booked a coach from a major provider to the airport while traveling to visit family for the holidays. We arrived at the station at 4:10am, tired and expecting a smooth journey, only to find out that the coach was "full". How is it possible, with all the technology available today, for a company to overbook its own service? It’s not complicated. Just count the seats and limit ticket sales accordingly. If only one seat is available and someone tries to book three, a simple "no availability" message would be far better than selling tickets that don’t exist. This is yet another example of how things are declining in service quality. The company seems more interested in maximizing ticket sales than ensuring customers can actually board the service they booked. Moreover, I learned from the staff that they run a reduced service during the holidays, which is when demand is at its peak. This only leaves customers frustrated and staff overwhelmed due to poor management decisions. It’s common sense that increasing demand should lead to increased supply. It seems greed has taken over. I never imagined I’d encounter such issues with a bookable coach service. The trust between provider and consumer is clearly eroding. I urge the company to improve their operations! (This review is not aimed at the staff, who were just doing their jobs, but rather at the management that seems disconnected from reality.)
When I initially tried to book a return from London Victoria, I received a message stating there were no available bookings for that date. After multiple attempts, I finally managed to secure a reservation. Unfortunately, no alternative options were provided. Given my disability, I would have preferred to call for assistance to arrange my travel dates.
I utilized assisted travel, which significantly eased my anxious journey. The drivers and the entire support team were fantastic! Everything was well-organized from beginning to end! A heartfelt thank you to everyone involved, especially from my initial request.
Once again, the service was exceptional, with everything well-organized and accurate. I want to commend our bus driver, especially the one who drove from one location to another, who was humorous, drove smoothly, and shared interesting facts and historical tidbits about the areas we passed through. (15/12/25 13:40 coach from one station to the airport)
I was quite let down during my recent trip to Gloucester from London Victoria. The coach departed 7 minutes late and arrived 27 minutes behind schedule at the Gloucester Hub Bus Station. The lackluster customer service in addressing my complaint only added to my disappointment with the whole journey. A total delay of 34 minutes feels substantial, especially for a day trip. The response I received regarding my complaint was rather indifferent.
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