THEcoachcompany.co.uk

Unfortunately well-and-truly scammed... We had problems with the Engine Warning Light System on our coach, stopping at the M40 services to switch drivers (unrelated). The new driver did not want to take on the additional risk following the crashing of his coach! It is clear the company have lied to get through several loop-holes rather than fulfil their contract, likely in part or in whole due to a lack of replacement I suspect! They left pensioners and the vulnerable abandoned at the M40 services in 2'degree weather and with no suitable replacements! Absolutely scandalous. As for myself I never got to where I planned to go and practically cried myself the entire way home! Costing more money no-one has on things that were already booked and arranged. Shame on you... More...

Would give 0 stars if I could. I completely regret using this company for my wedding day transport and I actually wish I hadn't used a coach at all. I must warn other customers to not use this company for wedding transport. I have so many complaints for this company I have to list them in bullet points:

- Service and communications sharply declined as soon as I parted with money for my deposit and was moved to the ops team. The emails became short and rude
- I was unable to bring froward the coach pickup by 15 minutes. This simple request involved about 10 emails and phonecalls with short, rude responses - mostly from the staff member Ray. I attempted to escalate to his manager on multiple occasions and these requests were blatantly ignored until I spoke on the phone.
- I ended up having to move my wedding ceremony time back by 30 minutes
- I was concerned that they would let me down on the day so I sent 2 emails in the preceding 2 weeks to double check all was in hand for a timely pickup on the day. I was assured it was all in hand
- On my wedding day, 10 minutes before the scheduled pick up (13.20) I received a call from Ray saying that they will not be able to pick up from there but will have to meet at a different location. This turned out ok but not what I need to be dealing with as a bride getting ready and about to leave imminently. Especially as you had these details for so long - how could this realisation come so last minute?
- The second coach arrived at the pickup spot 40 minutes late. I received no phonecall saying that your driver was running late. I found out by a guest that the coach had not arrived so I had to make the call to your company literally as I was about to leave for my wedding.
- I received a dithering phonecall from Ray whilst I was in my own wedding car travelling to my ceremony - I was unable to enjoy my own wedding transport
- This blunder meant we were 45min late to start (on top of the 30 minute pushback we had to make for our ceremony back in April to accommodate your company), which had a chain reaction of pushing every other part of the day back, not to mention the embarrassment of our overseas relatives all being stuck at the hotel. 
- Many of those guests ended up finding alternative transport to get to the venue - driving themselves, taxis and even lifts from the hotel staff - so this journey was essentially non-existent for most of the passengers in spite of having paid £1600 for it (was meant to be for 49 people)
- This is a lot of money for a service which was not provided.
- It caused me a huge amount of stress literally in the minutes leading up to my wedding ceremony and in total my wedding lost 1.5 hours due to this coach company. Absolutely unforgivable
- They consider that £150 (9%) is reasonable compensation for this after I spent £1600 on this service - I disagree.

I cannot emphasise enough that this is a company that is not fit for wedding transport. I didn't ask for luxury - all I asked for was punctuality to get my guests to the ceremony on time. If you are in the business of providing wedding transport you must be aware of the importance of this and ensuring decent organisation and communication so you are not disturbing the bride as she makes her way to the aisle. They absolutely failed to do that. I sincerely think they spoilt my big day and I wish I hadn't bothered with coach hire let alone used this company. All I can do now is hope that others will not be affected and urge other brides to not use them - it was the worst decision and my biggest regret regarding that special day. More...

Booked a coach up 20 passengers (senior Citizens) to go on a day trip. A 16 seater mini bus and a taxi turned up. Not happy but luckily enough a couple of people were unable to attend so the mini bus was enough. Complained and waited weeks for response but eventually got a small refund after numerous telephone calls More...

Booked 2 coaches for a school from Bristol to Taunton . On the day one coach and a large number of Taxis turned up .
Children not able to travel with Adult supervision in every Taxi Very poor service . Will never use them again .

I will never use this coach company due to appalling review’s

Would be a 0.
They took payment for a coach that’s less than two weeks away, despite the coach and driver that we had agreed upon (2 days prior! !) not being available. And it isn’t like they didn’t know. 2 minutes after making payment for almost £2000 they said that there was a problem and they’re looking for a driver. So why would they take payment?
So now I can’t even book a much needed alternative myself because I’m waiting for a refund around the holiday time.
Their quoted alternative was almost double the price I had paid a deposit and full amount for. Felt like I was being scammed.
Terrible experience that’s caused a lot of stress. Communication was lacking, the deposit should have been refunded at that instance of me calling to make the full payment instead of me paying for something that didn’t exist.
Wouldn’t advise booking at all. More...

Nobody wants to read an essay so just to summarise the coach company repeatedly lied (3 separate calls) that they were on their way to collect our group and the. Stopped answering the phone. Eventually after 45 mins or so they admitted nobody was coming. Horrendous service from a company I would never trust again.

Mistakes can happen but lying and misleading is a choice. More...

Terrible experience. Driver was 30 minutes late, no idea where he was going, dropped us in the wrong place and we had to walk in terrible weather. The Coach Company makes customers pay everything 100% upfront, and they do not give even partial refunds for such awful service. We wrote to the company to explain the issues, asked for a partial refund, and two weeks later we were told there would be no refund. We worked with many other transport companies in the UK and Europe in the same week and this was by far the worstn and the most expensive. Terrible service. Do not recommend. More...

Prompt response, excellent customer service and honest responses to all queries regarding the booking.
Reasonable price and friendly to use website.
Dan was great to deal with. Attentive and professional. More...

N/a i didn't use, as the quote was too expensive. They gave my colleague a different quote for the same journey and was £300 cheaper?

Having used this company a few years ago successfully, I decided to stick with them in booking a minibus for our annual trip to Ascot. I booked 6 months in advance, and then a couple of months before was told that we had to pay more due to the increase in petrol prices. Although this was £63, we decided to go with it as it is tough for businesses at the moment, especially those in the travel sector. Paid the full balance 3 weeks before our booking, and then 3 DAYS before the booking I received a phone call to say the minibus we were going to be using had been in an accident, and if we wanted them to get another one in it was going to cost us a further £80. Spoke to numerous people in the company and they weren't willing to engage in discussion, it was just take a refund or pay the price. Fortunately, I managed to find alternative transport. Phoned them that afternoon and they said the refund would be issued the following morning.

Emailed the next day asking for confirmation, but received no response.

Just called them 1 week later, to be told there was an oversight and the refund hadn't been processed but would be tomorrow morning!

Avoid at all costs. Seems to me like a business that's not got long left... More...

SHOULD BE ZERO STAR!! TERRIBLE! SENT THE WRONG SIZE BUS - DID NOT COMPLETE JOURNEY 2. COULD NOT GET HOLD OF THEM ON THE DAY. DO NOT USE

Quick and efficient. Would use again.

Would not recommend due to the awfully poor communication with members of staff on the phone after booking. Cancelling a booking we had organised and paid for in advance at such short notice! ! To be told false information on the phone regards to payment is bang out of order. Never using again!!! DO NOT TRUST. More...

ABSOLUTELY ATROCIOUS!!!! do not use this company, unless you don't mind being told 3 days before your booking that the driver has "pulled out" of the booking! !! We booked the coach on 13th October and paid a £95 deposit via a link they sent and paid the full amount late November via another link they provided.

We contacted them about getting a refund and were promised that the full £375 would be back in our back account in half an hour. After half an hour the deposit was missing and we were told that this couldn't been returned for another 3 working days due to money laundering laws.

Only gave 1 start because there wasn't the option of a big fat zero!!!!! More...

One word “Disappointing”. Ordered an “Executive Mini Bus” with leather interior, on the night I got a “School Bus” with cloth interior and a yellow children crossing sticker on the back. Pretty embarrassing

Absolutely brilliant. The quote was easy to understand will ALL the information required and more. A seriously excellent service. I would definitely recommend.

Hi, just to let you know Ricky our driver was fab, flexible, and friendly. Great service, would gladly recommend and will use you again.

Thank you for the coach booking at the weekend. The driver was prompt, really helpful and friendly. We struggled to find the bus at the end of the festival as it was busy but the driver waited patiently for us. Thank you - the coach was warm and comfortable and we were very grateful for the booking at the end of a busy festival day! More...

Absolutely brilliant service. Dan was very friendly and got us to an from the racecourse in great time. The coach was exactly what we're looking for too, very comfortable and a touch of class for the birthday celebrations. We most certainly will be back in touch when the need arises. Communication has been excellent too More...

Happy with the whole process, service and would use again. I initially got the quote without remembering the exact travel date. It turns out I had got the wrong date and realised 3 days out. The guys really helped me out and got a replacement vehicle to pick me and my family up and all of our luggage. This was a big help and really appreciated. More...

Thanks to thecoachcompany for their assistance in all matters, the day and arrangements went completely to plan. The process was easy and consistent and very responsive to our requirements and amendments. May I also send and ask for our thanks to be passed on to the driver Vinny who was an absolute gentlemen and a star on the day. More...

I have to say that I have experienced excellent service from the moment of inquiry. I really appreciated you offering the discount, and chasing me up to check if I was still interested in booking the coach.

Your helpfulness and ability to adapt the booking so quickly meant that there were no issues as we finalised our details. My colleagues mentioned that the driver himself was lovely, very accomodating and he arrived early for the return journey as they had finished early. They really appreciated the care that the driver gave, and he even agreed to take them to two stops on the return journey. More...

Wonderful and amazing service provided by this lovely company. Very clean and well sort out coach, and very lush too. Professional driver, and very cooperative with the timing's requested. For that, l want to pass my big thank you to Mr Brad. As per the organiser; Mr Rob, l want to pass on my thanks and appreciation to you and the team for the comfortable coach you have provided to us, for our special day! Everyone was so impressed by the comfort and the safety of the coach. I will certainly be using your services in the future when needed. And surely, l will recommend it to anyone who might be in need of your professional services. A massive thank you to you all. More...

No problem booking but getting a call the day before we were due to leave to tell us that the coach 'had an accident' just sounded like a bs story. Left us with no transport and frankly they didn't care, they didn't even offer to help find a replacement. Checked the company out and they haven't been in business for very long, they say 5 years in business on the profile but that's a blatant lie. No stars, they're cowboys I should of avoided. More...

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Reply from THEcoachcompany.co.uk

Hi Lee, I am sorry for the problems with your booking. We did have an issue recently where an affiliate vehicle was involved in an accident. A number of trips we had booked in with that operator were affected, but as far as I am aware all trips were recovered or had alternatives offered. Can you please provide the job number so I can look into this for you?

What an absolute let down. Booked a coach to take 28 people to the races a couple of weeks ago after asking for a quote, spoke to a very nice gentleman who took my details and my money, assuming that a coach was available on the day requested and had been allocated to my outing. To then be told 4 days before we are due to go on our day out that they now dont have a coach available and a refund would be sent back to me asap. I received a text, email(which went in spam) and a call (which i could not answer at the time of the call) I then phoned to ask why and got a very rude unhelpful person at the coach company who not in the exact words more or less told me tough, go elsewhere. I have had to try and find another coach company to take us with no notice whatsoever to no avail and now have to tell 27 people that unfortunately i cannot provide them transport as promised due to the unprofessional, ill mannered, unreliable, coach company that i booked with with no sorries or remorse to their actions. My 1 star is for the polite man who took my money deceivingly knowing i may be let down. Do not use these people they are a disgrace, they take your money, lie and are very rude More...

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Reply from THEcoachcompany.co.uk

Hi Victoria, My apologies for what appears to be a major error on our part. I can confirm that the vehicle was available at the time of booking. On making payment your confirmation was submitted immediately to the depot who accepted the trip. We were then contacted 4 days before the trip date by the operator who advised us the details had been misread originally and that they would no longer be able to carry the trip out. The end result of the subsequent communication was that the operator was removed from our network as rejection at that late stage was absolutely unacceptable. Our team then spent the next day contacting every supplier from our network to try to recover the trip but they were unable to do so. You were then notified that we would be unable to carry the trip out. This is a very rare occurrence of an unrecoverable failure, the only one that comes to mind in fact. We take every possible step to ensure the operators we accept into our network have overall high standards and appreciate where a failure may occur we bear the responsibility. Being a transport management service key to our business is that our clients are properly cared for, so your comments regarding one of our team is also a concern. I will send you an email shortly to check if you would be happy to accept a phone call as I would like to take these issues further.

Booking with the coach company was so easy, they gave us a great price for our journey and we also had email confirmations and reminders which was really helpful. Our driver Tom was so lovely and helpful! Will definitely be using them again and I highly recommend! More...

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Reply from THEcoachcompany.co.uk

Hi Carla, Thank you for your kind words, I'll pass the feedback on to the team, it's always appreciated.

Quick to respond - Travel advisor was very helpful - Jamie the driver was friendly and made the trip. Even got a call after the trip to see how the journey went. We will def use them again.