We rented a bus from US Coachways for the school program. The bus broke down middle of the road! We stayed at the bus with the students and families. Crisis management was not good at all, they did not know what to do for 3-4 hours, then they sent a bus from the nearest place, it took 10 hours for us to set off again. We waited for the bus to return on Sunday, it did not come, and no one called us or asked. After a few phone calls, they gave the driver's phone number. When we called the driver and said "we are waiting for you", he said "I am in New York." We made another shock! When we talked a few more times, they said that they gave us the wrong driver's phone number! Dispatcher said that they would talk and get back, 2-3 hours passed. Then they said that the bus was broken! They said the nearest bus is 4.5 hours away. I'm having a hard time understanding this, you have to pick up someone from somewhere and 2-3 hours pass, why don't you inform us if the vehicle is broken? The Sunday evening bus was supposed to be in Atlanta, the bus arrived at 11:00 am on Monday morning. By the way, we were tired of explaining to families, we were stressed unnecessarily, our Thursday and Sunday were very stressful. How can a national bus company be so unprofessional?!! Nobody called us to apologize!!

I am furious with the poor service we received from U.S. Coachways. I have organized class trips for over 25 years and never had the problems I've experienced today with any another company. First off, we received a charge of $173 dollars less than 24 hours before our trip because we were making four stops, all within about a ten mile radius of each other. Why in the world would there be an additional charge? Isn't making stops what buses do? After paying the charge only to avoid the cancelation of our bus, I received another emailed invoice stating we owed an additional $381! When I called to complain, Mike from accounting said he'd email about the charges but couldn't guarantee we didn't owe them. Thankfully it was determined the charges were invalid and they were dropped. The icing on the cake was when we attempted to board the bus this morning only to find out a 44 passenger coach had been sent instead of the 55 passenger coach we ordered and paid for. We had 53 people in our group!!!! Neither of our drivers spoke English, so trying to figure out how to resolve the problem was very difficult. We unloaded the bus while we tried to resolve the issue and our bus drivers left without saying anything, even through Google translate! During my conversation with the dispatch agent, he informed me no other coach was available. He advised me to email about getting our drivers back to school. That is unacceptable!!! I had 52 people waiting to leave for a trip and he wanted me to wait for an email response to resolve the problem? We ended up having to have two of our chaperones pay to fill up their vehicles and drive all the adults but me. I was alone in chaperoning 41 students by myself. We ended up leaving for our trip an hour and fifteen minutes after our scheduled departure time. On top of everything else, our drivers had no information on our trip. I clarified our stops with Michelle earlier this week. Since neither driver spoke English, we wasted even more time trying to communicate the itinerary through Google translate. Finally, the bus itself was in very poor condition. It was 22 years old and the bumper was attached with bungee cords! Even though we paid extra for the use of charging ports, they were only working on part of the trip. The drivers did not have any garbage bags for us to use to collect trash throughout the day and only had a small bathroom-sized garbage bag on board. Finally, the air conditioning wasn't on for part of our drive home. I asked three times through translate for it to be turned on because it was sweltering on the bus. I highly suggest you choose another company for your charter bus needs!!!!!

Good service prior to night of event, however I had multiple issues with shuttle service. The driver was parked at a different hotel entrance and wasn't given my phone number and I wasn't given her number, thus we couldn't contact one another --- we both were told to contact dispatch if there were issues but dispatch didn't answer, nor return my two voicemails. One of the valets let me know sometimes shuttles go to another entrance and pointed me in the right direction but we were already departing 15 minutes later than planned. This issue was not the drivers fault and could have been prevented if contact information was provided when I requested it. Sadly, as we were getting the the Magics game the driver missed an exit and had to drive 10 minutes down the freeway then back resulting in us being 10 minutes late for the game, nearly missing the first quarter of the game when we were scheduled to arrive 20 minutes early. The driver was very apologetic, had excellent driving and gave me her cell for when we left but overall the experience was one I would not want to repeat.

Great awesome amazing Excellent.

Great experience booking several buses for field trips. Easy process, helpful rep. & super quick response time.

Our time and the schedule

On May 2, 2023, I received this email: "The depot manager has informed us the bus we reserved for you on May 20, 2023, is in the shop due to mechanical issues. Unfortunately, the vehicle will not be fixed on time as parts have to be ordered". They also said they are "not able to find a replacement vehicle for this trip.." They cancelled my bus reservation which was made on Aug 24, 2022, 18 days before we were to leave Vegas for a rafting trip in Marble Canyon and offered no other options or assistance. Leave us stranded was what they did. We would not be able to meet the outfitter for which we paid $3450. US Coachways was not able to draw another bus from their nationwide fleet!? Or subcontract with another local company and pay the difference if the cost is higher? I guess it as easier to leave my charter group stranded. In addition, they told me that a bathroom stop in the middle of a 4.5 hour trip would cost $150 more. Not happy to pay more for a pit stop. As compensation, they said they would give me a $250 credit toward my future reservation. No way Coachways is in my future travel plans. Fortunately, I found an alternative the same day thru Charter Up (they were great) and at the same price without US Coachways assistance. I understand breakdowns, but with 3 weeks to not solve my problem, I suggest you DO NOT USE US COACHWAYS!! PS - I got an email that this post would be taken down if I did not provide more info. So I enhanced my initial input. If they don't let this stand. the conclusion is that they will not tolerate poor reviews which makes Trustpilot useless.

Our driver was outstanding. On time. Kind. Safe.

We made last minute changes and everything was done with efficiency and James was in constant communication with us

Michelle was great in assisting with making the best choice for my church group.

I normally do not write these, but I felt that I need to do this because I do not want anyone to experience what we have experienced. Our school booked the bus in October 2022 for a 3-day excursion. We paid in full the amount of service even before it happened since it was their company policy. Then, last week we had to make a minor change in our drop-off place. We emailed them to let us know. The next thing we knew, their manager, Sherry, intervened and told us that due to safety, they cannot transport us up the hill. So, we adjusted and told them that they do not need to go up the hill and they can drop us off at Columbia in Sonora. Again, they now change their story that they cannot drive us now because they do not have a qualified driver. Sherry kept changing her mind and kept using safety as a reason when that is no longer a reason since they are dropping us in a town and not going up the hill. If it was safety, then why did they accept the job and charged us fullly?!? If we did not reach out to them, then they would have left us stranded with no bus and we had to cancel our trip. It is one month away and now we are scrambling to find a busy. It took them forever to return our calls and get back to us. They are one of the worst companies in the world, and please do not trust them.

Great experience! We had a very large group to deal with. Our bus was on time, clean, no issues. The entire process was extremely smoothly operated. Thank you!

Bus arrived in a timely manner. Ellis, the driver, was extremely pleasant and professional. First bus had an issue with the air conditioning and Ellis drove back to the terminal to replace the bus with one that was bigger and even better. Very impressive gesture.

We booked an engagement party for our daughter and her fiancé on January 3, 2023 at a marina in Riviera Beach. We hired US Coachways to get our guests safely there. Jorge, our driver was very professional and friendly! We arrived to the venue and back home again, safe and sound.

Our driver was outstanding. The bus was comfortable and booking was a breeze.

Booked 3 charters for 3 events. 12/5 First charter was late picking guest up. Was supposed to stay onsite for return ride but didn't. Dispatch did not answer, tried calling for an hour. Had to Uber 38 people back to hotel. Bus returned over an hour later but our party had left. 12/6 Second charter driver had no idea where the destination was, asked passengers for directions, ran two stop lights, and took over 20 minutes to get us to destination that was under 3 miles away, visually search each strip mall we passed. 12/8Third event- airport shuttles- was with another company and was late with second shuttle. Do NOT recommend this company. Work with transportation across US - never had issues like this.

Alex was great. Communication was clear as to drop off and pick up area, as well as, time we would be ready. His driving was safe and made sure we had all of our belongings once we arrived.

I can only assume that many of these reviews are fraudulent. This company is the definition of a scam. They state that it takes up to 120 days for a refund (6 months!), which I do not understand how that is even legal. They do not provide any communication or confirmation of cancellations and try to swindle you into accepting as a credit. They are a third party agency and do not own any busses. They are unreliable and unprofessional. BUYER BEWARE.

Company was great with communication with planning.

Not reliable; not customer-oriented to meet last minute maintenance issues. Our organization had contracted/paid for two buses, and the morning of the trip at 4:00 am (2.5 hrs prior to 110 people departing on trip) we were told only one bus would show-up. No other solution provided until later in the morning too late to meet the trip departure. The bus that did show up was antiquated, used an unreliable GPS system and the driver was not prepared to work through lunch by having an alternate driver in place. The antiquated bus had trouble maintaining posted highway speed limit, the antiquated GPS added an hour to our trip, and the driver at one point left our group to "go get lunch because no one at US Coachways told him he would work through lunch" (which we specified as a requirement with US Coachways prior to the trip). Now we have been almost 60 days trying to receive reimbursement for the second bus we never received and still have not completed that reimbursement action. Definitely do not recommend US Coachways and will not use them for future requirements.