Knutsford Express Jamaica Reviews 24

I booked a bus ride from the Angels Plaza to Negril and had to pay for the ticket at the office. Donnie N who was responsible for issuing the ticket and the luggage tags, which were unprofessionally done - she needs proper customer service schooling. She caused confusion talking to more than one customer at a time, instead of systematically dealing with one after the other. While serving me, a customer expressed and emphasized how unskilled and unprofessional she was, which is why many people have been complaining about her. She enquired how many luggage pieces I had and was told: 1 check-in piece and 1 carry-on. Therefore she passed on two tags with the destination „Lucea“, which was luckily noticed by the driver, who informed me that I would have had to leave the bus one stop before the actual destination, since the drivers go after the tags of the luggage.
Pointing out her mistake, didn’t interest her, nor did she in some form react to it or apologize - she absolutely didn’t care.

I travellee on December 17th from Mbj - Drax Hall for 8:30a.m. but there was no receptionists to do the check in even at 8:22a.m. There were other members of staff but no customer service was provided to update us. Customers were in a state of confusion as to what to do. All staff members needs to be trained in customer service.
There were 2 ASE workers that came in and that were very loud and boisterous. Their behavior was very unbecoming.
How can your restrooms be out of service. I asked a ground staff and this is the response she provided, this is unacceptable. This is my first time traveling with knutsford and bring super duper disappointed with the service.
Why is there only 1 receptionist and how can your restroom be out of service?

Knutsford Express is a big scam. Not only did their fare go up, if you book with them, and pay for your ticket you do not get a refund. They also only give you six months to use the ticket. After that you loose the ticket, and again remember you do not get a refund. I had an emergency, and could nolonger travel out of montego bay. I tried to rebook, and they told me it was passed six months. Mind you I paid $4,400jmd for my ticket. I live in the US and I don't travel every six months, some of us is once a year. I wasn't even given the option to pay half. I was told I loose the total amount. Something has to be done to protect consumers more. Where are the fairness in this. I will advocate for consumers like myself so that this doesn't keep happening. Shame on you Knutsford Express.

I heard people talk about Knutsford express and I wanted to try the airport transport. I booked four seats from Sangster in Montego-Bay to Gutters, St. Elizabeth. I was at peace because I didn't want to go through the hassle of getting someone to pick us up. I thought this was a safe alternative.... it was not.

We landed at 1pm and the airport was PACKED!! The bus was scheduled to leave at 230 pm. A lot of residents flew home to vote, so movement was very slow. Baggage claim was a little slow and I knew we would miss the bus. I reached out to Knutsford to see if they would assist with alternatives and they were completely useless. There was no offer to get on another bus and no offer for a refund, even partially. I was only told that we could use the ticket for another day or transfer it to someone else for a fee. We already purchased a return ticket and we had no plans of returning to Jamaica within 6 months so that was a waste. Here I am with my family of 4, stranded at the airport. We had to charter a taxi to take us from there to Santa Cruz. It cost us $150 for the airport transfer.

On our departure day, we booked a return on the earliest bus. The bus was supposed to LEAVE Gutters at 0740. We got to the bus station at 0630 and they were not opened (they opened a little later). We waited for the bus and it did not show until approximately 0815 (LATE). I understand that things happen on the road, but again, a contingency plan would be appropriate. The driver was very nonchalant and blatantly dismissive when asked about the lateness. Needless to say, we arrived to the airport 1hr late and ended up missing our flight back home. We had to be rebooked for 2 days later, which meant we had to get a hotel in Montego Bay. Still, Knutsford has not even offered an apology.

I will NEVER use this service again. They need some competition. If they have more competition, they will probably care a little more about their customers.

After waiting 25 min, with 4 people ahead of me, at their Boulevard branch in Kingston, I was met with the most rude attitude by their staff (in particular one, an older woman, who identified herself as Jullette). I then refused to spend my money for that service and will never use Knutsford courier service again... they are not the only game in town and I prefer to pay 4 times more to send my package than deal with rude employees. I can see that it is a culture that has been cultivated there. While I cannot say the other staff were overtly rude, they were far from being customer friendly and supported Jullet's behavior.

If I could give a 0 star I would. Knutsford is gone to the dogs. I dont know if the employees are unhappy but the customer service is trash. After being left stranded because their bus was late from point A to point B the reps were unapologetic and rude. If you like a bit of ghetto this is the place for you.

This is my second time traveling with Knutsford, and both times they’ve stopped at the Drax Hall rest stop. The café there claims to be open until 9 PM, but when we arrived at 5 PM, they barely had any food—just cold tea sandwiches.

If you’re taking this bus, make sure to eat beforehand because this stop is frustratingly unreliable. The other stores are packed, and with only 10 minutes to spare, it’s not enough time to get anything, especially since they’re a block away from the bus.

I told the driver they should stop somewhere with real food options, but he just said they had food earlier. That doesn’t help when it’s now 5 PM, and the place is practically empty. This is exactly why local businesses struggle—fast food chains like KFC will always win if they don’t step up their game.

On the way to Mobay from Kingston, Ride was smooth and okay but as we had to head on to the bus which was suppose to take us back to Kingston we arrived only a few minutes late. As we arrived bus was still waiting with open doors, we ran inside to get our tickets checked and asked the bus driver to wait, he said yes no problem but staff outside and inside were really rude and not helpful at all. They were saying we cannot make the bus wait which literally was waiting for us what wouldve been 30seconds. Bus drove away and the staff didnt apologize or say anything. Very rude and unprofessional

This company is not trustworthy I sent a package without giving the receiver the tracking number and the package was collected without a tracking number package was hand over without tracking number.
Tracking number: 2761020

We are on the 10am bis from Kingston to Montego bay. (Sorry didn't get the driver's name) The ride was smooth and the driver was very courteous. Must tell you the staff either makes you or breaks your! This driver really makes the team.
Thank you!

They improved and how they handle their customers I have a bad experience once but I decided to try them again I must that I am happy with what I see keep it up .

I've been using Knutsford over 10 years now. Since their office was at the Ocho rios jerk centre location.

Recently I've been communiting via the bus service more than usual while in the island due to business trips between Ocho rios and Kingston.

In that period I've had 4 bus delays due to mechanical issues.
On each of the 4 occasions, a replacement smaller bus has been used. These smaller buses act as backup it seems and at times used to transport packages, goods, parcels for Knutsford.
Unfortunately these smaller buses cannot handle the inclined hills of the toll roads which significantly delays transportation times for already delayed passengers.

On one of those occasions( 12:40 Drax Hall - "8 Oct 2024") the smaller bus AC stopped working 30 minutes before we arrived at (Angels ) Spanish Town
leaving 2 newly arrived passengers into the island with 2 babies
extremely aggitated from lack of fresh air.

The reality is I've never complained as I now liken Knutsford to the local power supply( JPS) and water (NWC)supply companies, both monopolies.

The staff took some passengers details; email, phone numbers and names yesterday, myself included at the New Kingston branch after several complained, with the promise we would be contacted
by a representative of Knutsford.

The truth is I don't expect any phone calls, emails or compensation for any any of Knutsford failed services.

Knutsford began to diversify when it began doing parcels, goods and packages and somewhere along that journey they have failed to differentiate between human cargo and non bio cargo. This was evident on one delayed journey where passengers in this smaller vehicle were seated with car parts, parcels and rolled up carpets.

So as I mentioned earlier, I don't expect an apology or improvement from Knutsford services because it's business model has effectively changed.

Not a happy customer, sav to Montego Bay, 12: 35 coach a hour late, left @ 1:45, missed my connecting coach @ 3pm for Drax hall, no seat on the 5;30, I had to get someone to pick me up, really not good

Starting with the positives, the booking and purchasing process is efficient, staff is professional and the buses are clean with very good drivers. However the terminals in New Kingston and Montego Bay are horrendous to say the least! Hot, overcrowded and dirty.
Knutsford Express I’m sure is capable of taking this much used service into the first world.

This company need some competition in Jamaica, they are trating passeng like we are begging them to do business with them. They show no empathy they just don't care
imagine having a reservation for a 1 pm bus waited in the line for lalmost 10 mins only to be told you're being transferred to the 2 pm bus and that it with an iron fist because we gave your seat to standby. If there was competition they would value our business and treat us way better. I have had multiple bad experience with the company and hope some competition will come in the near future. The guy in the mobay office on Monday June 24 I strongly suggest he be sent to do some customer service course!!!!!!!!!! Now we are being told to get off the bus and go use the washroom outside as the one on the bus is not working. How about taking this bus out of service and have the bathroom fixed

The worst packaging experience yet! From poorly system issues with ticket printing to rude and inefficient customer service reps never again! I do not recommend. Worst experience ever!!!!!!

Knutsford is absolutely the worst and they have the ugliest workers. Ugly features and ugly attitude

Knutsford express clearly doesn’t value its customers I transport plants with them and they take absolutely no care in transporting them they don’t even apologize if there is significant damage. Yet they charge so much to transport them and require you accept liability for damages incurred by them. I hope someone speaks out and it reaches them and people stop using their services

I booked to travel on the Knutsford Express from Drax Hall to Montego Bay for a flight on 6 July 2023.
I duly arrived around 18:20 to await my departure from Drax Hall. I asked for confirmation the coach would arrive on time and was told it was in traffic and due at 19:00 instead of 18:40. I told the staff I was travelling to catch a flight and needed to get to Montego Bay within a specific time in order to not miss my flight. I was assured there would be no further delays. However, a short while later an announcement was made that the coach would now arrive around 19:20. In fact, we did not leave Drax Hall until 19:42 – some 62 minutes later than scheduled. Taking into account this late departure I calculated I would still be able to make "check-in" within the time period specified by the airline, although much later than I had planned.

While travelling to the airport their driver then announced the journey would now take some 1 hour and 45 minutes instead of the 1 hour and 32 minutes advertised on their website. Again, I calculated I would still arrive, albeit at the eleventh hour, to check in for my flight.

On arrival at Montego Bay around 21:20 on 6 July, instead of being dropped at the departure gate the coach was driven to their depot - a dirt road on the other side of the airport! By now, you can image how upset and stressed I was feeling. I collected my suitcases and started the long walk to the departure gate. I finally arrived at 21:27 – my flight was departing at 22:30. I was advised had I arrived 3 minutes later, I would not have been able to take my flight.
I understand from staff at Drax Hall this is a regular occurrence for the coach to be late due to heavy traffic both when leaving Kingston and when exiting the toll road. Therefore, advertising the route as an alternative for travel to the airport is totally misleading and am sure must have resulted in passengers missing some flights.

I have been unable to locate a process to complain directly to the company. I can only hope a representative sees and responds to my review. This service needs to be organised with customers' needs actually considered.

Shabby shabby Shabby. It's OBVIOUS the staff is'nt well paid. One can tell by the shabby & nonchalant customer service. Most of them have an attitude & if u ask/call to speak to a manager, one isn't available on a Saturday. I felt cheated out of almost $70000.00 jamaican dollars to go to & from the airport. The staff member announcing the boarding call did not remember to announce a final boarding, the result was i sat right in front 3 busses being loaded & end up missing mine. Also, it's ok for them to tell you the bus is delayed more than once but they will not stop the bus driver to put you on the bus even when it's already leaving with your suitcase. The poor compensation is evident, staff takes no pride in their job.