US Coachways Reviews 2,531

We were disappointed with our experience on our friend’s wedding day. The bus arrived almost an hour late with no communication. With the driver taking the wrong route it caused the trip to be TWO hours long while the bathroom wasn’t working. Additionally, the bus parked on an incline, causing difficulties for our ADA guests; as well as a few people slip in the aisle. Overall, the service didn’t meet expectations.

DO NOT book with this company.

How our wedding day charter went:
- 45 minutes late
- did not call our coordinator or me.
- I spent 30 minutes of time at my own wedding trying to figure out what was going on for my guests.
- dude on call was rude.
- bus had broken bathroom.
- driver went wrong way for 45 minutes after arriving, doubling the drive AT NIGHT.
- guests got sick from riding for so long.
- parked on an incline when we had ADA people onboard. Many fell.
- Radio and speakers busted.

Absolutely horrible experience. Been 6 days and customer service won’t respond to my complaint submission.

Great experience using US Coachways. The entire experience went smoothly. Great service. I would definitely use them again.

Church group from Florida took a trip to Charleston SC. THE BUS WAS FILTHY!

1. Several stained seats
2. Some Broken seats and foot rest
3. Several arm rests were stuck
4. Air conditioner went out
5. No cup holders
6. Pools of water settled in Luggage area and not dried or wiped up before storing luggage. The clothing and items in luggage of several passengers was soaked upon arrival at our destination.
7. Liquid dripping inside bus on passengers midway and rear of bus
8. Bathroom was leaking water

The bus was older and the AC didnt work. However, the bus driver was EXCEPTIONAL and everything else was great! Wouldve been 5 starts if the bus was newer and the AC worked!!!

Collecting the money, they do very well.

Our driver showed up on time was very friendly and was waiting for us when we finished.

Start to finish everything was great. We will be using this service again for sure!

The bus was an hour late to pick us up on the 1'st day and we did not receive a phone call letting us know this. We were very concerned! After the bus arrived everything went as planned, the driver was great and very professional! The rest of the trip went smoothly and when we had to return a day early because of bad weather coming there was no problem! 5 Stars to You!

Our Bus was nice but what really made our trip a great experience was our driver Jennifer. Can't say enough great things about her.

Our non profit group booked a Coachways bus for 52 senior citizens to go to NYC from Sullivan County. We paid in full (over $2,200.) for the bus to arrive at 7:45 am. Every day for over a week before the trip, our group leader spoke to the bus agent to confirm that everything was set.
On the day of the trip, our group was waiting and waiting …no bus! After numerous attempts, we were finally able to reach the Driver by phone at 8:30am. The Driver informed us that his GPS was broken, and he was lost. Then, he told us the bus was broken and he was cancelling our trip!!! Our group had purchased tickets to see Broadway shows and now had no transportation to the City. Coachways did nothing for us! They did not call our group leader and offer us a refund yet alone additional monetary compensation for the cost of the bus and show tickets that our group had to reimburse to our members. So instead of raising funds for our organization, we owe our members money due to Coachway’s incompetence and poor quality of buses. Do Not Use This Company, It Could Cost You! We are investigating ways to seek reimbursement for our damages.

Booking was fairly easy. Driver drove well and was kind.

The person who I worked with to set up our buses was fantastic! She worked carefully through every detail. We had good bus drivers, and good buses on the whole except for one bus which had an airconditioning issue toward the end of our trip.

The bus was on time and the driver was courteous, cautious and helpful.

Driver was so thoughtful and polite and respectful for a bus of senior member from a senior center.

I'd give 0 stars if I could. If you want to prefer to deal with unprofessional people and take the chance of having rates go up AFTER booking, these are you people!
Upon requesting a quote I inquired with my agent a few weeks later, when I had a final head count, if the quote still stood. He said yes. I booked same day. 48 hours later I received an email from a different person stating that my rate had increased over $500. Upon calling to discuss this I spoke with Anthony D'Angelo, apparently a Operations Manager, he was extremely unprofessional and had a very I don't care kind of attitud; It was very clear he could have cared less if i took my business elsewhere. So that is exactly what I did. Beware, when you book the price that you agree to very well may change.

I was told that my reservation had been canceled "because of mechanical issues" THE NIGHT BEFORE THE SCHEDULED PICKUP. In addition to that, it was never communicated to me that the return trip was canceled as well. Everything was going well until the cancelation, then communication was abysmal and somehow I became the at fault party. I will never use this company again and will tell anyone I hear is considering US Coachways to find another option

My primary suggestion: Read the reviews, BBB rating and the contract in detail!!!! I feel like I was scammed. My booking agent, Melissa, was super nice during the planning phase. When we talked initially, I told her our schedule was still being planned. She did share the driver hours but did NOT disclose the price would change if the "tentative" schedule changed. When I provided my final itinerary, they upcharged me $600! It didn't matter that my initial schedule was tentative. It didn't that they charged my credit card in advance. It didn't matter that I was planning to use them for 3 days. Now I'm stuck because in the contract their cancellation fees are astronomical! I'm hoping this review helps someone else from going through the frustration I have experienced. Read the contract! Better yet, look at their BBB rating!!! SMH! Absolutely do NOT recommend

Since this review I have completed our charters (3). The experience on Day 2 and 3 was unsatisfactory. I have been contacted by someone at US Coachways, but I have not heard back from them.

Initially I booked a 24 passenger bus through Uber Charter who then contracted it out to US Coachways. Three months before my company's event Uber sent me an email letting me know that they would no longer be providing charter services and that US Coachways would be contacting me with options. A few weeks later I get an email from someone telling me that I had 24 hours to use a link to keep my reservation with US Coachways. This person referenced a previous communication email that I had not received and I was not happy that there was such a tight turnaround but you do what you have to do. When you make payments with US Coachways they do not send you an email receipt and there isn't any type of confirmation page after paying online that confirms your transaction. I had to contact the two people handling my reservation to get a statement about my payment to submit back to my company. The week before my event I wanted to make a time change to the itinerary. I emailed the two people who I had been communicating with this whole time. They then passed me off to a third person who proceeds to tell me that it's $250 to change the start time. All I wanted to do was start 30 minutes earlier and then adjust the remaining times to compensate for the earlier start time. I didn't want to add time to my reservation, I only wanted to shift everything by 30 minutes. After multiple emails and two days of trying to explain what I wanted via email, I told them that one of them needed to call me because none of the three people on the email understood what I wanted. It took a 2 minute phone call to clear things up and get the time change finalized.

For all the grief and stress of dealing with US Coachways at least the bus itself went well. We wanted a shuttle for client dinners to transport our clients between locations. We had two nights of dinners so two different buses and drivers. For both nights, the bus was clean. The drivers were nice and easy to work with.

We will have the same function next year. I will use US Coachways again because the service at least went well the night of the events. However, I do not look forward to dealing with their customer service people again. It was stress I didn't need leading up to my event.