Busroute Avis 

Still waiting for Busroute to investigate our experience a month after they said they’d look into the booking.
Terrible service and full of lies

The worst company I have ever had the displeasure of working with.
Booked a 16 seater to get all of my family (who had travelled cross country) to my engagement party. 30 minutes before they send me 3 different drivers numbers as if I wouldn't question it. When I called and asked why there were 3 drivers I was told 'this was inconvenient for them as well' so I shouldnt be frustrated but that the vehicle failed inspection.

The taxis they ordered (3, after originally saying 2 8 seaters so could have got much cheaper ubers) showed up nearly an hour late. The lady who they subcontracted to let us know they paid over £100 less so profited off ruining a special day for us.

There are a long list of issues - nearly a month later of chasing for a resolution and they offer us £100 VOUCHER TO USE WITH THEM. AS IF WE WOULD EVER USE THEM AGAIN.

DO NOT USE.

I booked a transfer from the airport to the hotel with them. A few days later, two days before departure, I noticed that the pick-up point was scheduled for another airport. They said it was my fault for requesting a different pick-up location, which doesn't matter, but they claim to have phone recordings, without asking for the other party's consent. I wrote to request a change and was charged 200 pounds on top of the 900 pounds already paid. At the airport, we had to walk without any directions to find the meeting point, which we only found using WhatsApp. The bus was small, dirty, and without air conditioning, with 23 passengers in distress. The driver didn't know the route and took twice as long to get us to our destination without traffic. Never again.

I hired Busroute to pick me and my friends up after a show and they were very helpful and communicated well with me. Sam Miller was a great facilitator in this process and went out of his way to accommodate our needs at the best possible price. Our driver was Avelino, a very professional gentleman and a great driver.
I highly recommend Busroute! Everything went smooth, I'm very happy with the service. Thank you!

Greg was super helpful and went above and beyond for us to find the best price! He was so accommodating and friendly, we will definitely use them again

The friendly Driver, Iain McRae, was very punctual and extremely helpful. Couldn't have been a better level of service.

The drivers were kind and helpful - I had good communication on phone and email through the booking experience

Great service and so easy to book over the phone / email / WhatsApp. Easy to communicate with them over WhatsApp to save time emailing or phoning. Used this service a couple of times now and haven’t found a fault yet 👍

If I could give 0 stars I would. A complete disappointment from start to finish.
Over 30 mins late to pick us up (in the pouring rain), late for our friends wedding
Over 45mins late to pick us up for our return journey.
Sent an incompetent driver who didn't appear to know how to operate the vehicle, and kept missing turnings.
No apology or reasonings for the lateness or incompetence.
A waste of our time and money and caused unnecessary stress for all passengers and fear of safety in the car.

DO NOT BOOK WITH THEM

Greg Howard was very helpful and managed to beat other quotes from other companies. Would certainly use again and recommend to others. Thanks Greg

Bus drivers in North London, particularly on routes 13 and 113, seem to think they are out for a leisurely stroll. They slump back in their seats like wheels gone flat and drive more slowly than a pedestrian’s pace. Then, all of a sudden, they’ll stop for a 6-minute break—apparently to rest. Honestly, the bus service here is completely disorganised and has no proper management.

They’re extremely rude, too, and sometimes they just stand at the bus stop without even opening the doors. Even if you ask them a question, they won’t respond at all.

I booked a 14-seater minibus with a trailer approximately 3 months ago from busroute company operating solely online. The booking was for transportation of 10 family members (including two disabled passengers) and luggage to Southampton Cruise Port for a cruise departing on June 8th, 2025.

Initially, I was hesitant when the company requested a bank transfer as the main payment option. I asked to pay by card instead, and they eventually provided those details — which I used to make the payment.

About two weeks before departure, I was told that instead of a 14-seater with a trailer, we would be getting a 16-seater minibus with luggage stored on passenger seats. Given the makeup of our party and the need for space (especially for our disabled relatives), this was concerning. However, I was reassured that there would be "plenty of room."

Then, just two days before travel, on June 6th at about 6:00 PM, I received an email stating that the minibus had broken down and my booking was canceled with immediate effect. No effort was made to offer an alternative solution.

Even more concerning, after cancelling, the company requesting additional bank details from me, a significant red flag. I emailed the company expressing my distress and frustration and asked for my refund.

I have had to spend £1,400 last minute to replace the transport, causing significant financial stress and emotional strain just one day before our family holiday.

Would I recommend this company? Absolutely not. I will never use an unknown online transport operator again and will stick with trusted, local, and verifiable services in the future.

Trustpilot has reviewed my post and chosen to leave it up — confirming that my review meets their guidelines.

I have now received a full refund from the company, but this doesn't, forgive or make right the stress that was caused not just to myself but the other 9 members of my family.

I have had numerous emails from the company threatening me with legal action, because I left a negative review here, but I won't be intimidated.

And have given a 100% genuine and accurate review of my experience with this busroute.

Great experience, pilot on time and Nice with all the group

Gregg from customer care was helpful
Good service
On time

Absolutely terrible experience with busroute.

We requested a quote for a 50 seater COACH which we accepted and paid, only for them to confirm multiple mini vehicles which would do multiple trips?? For our wedding?? Baring in mind that the guests WOULD NEED TO BE THERE AT THE SAME TIME.

Not to mention the lack of communication, we called several times over the last few weeks regarding what was agreed compared to the service they were going to provide, with no response (until now - only to say they will refund!) and they ‘someone will be in touch by end of the day’ which they never did call us! Management or this service is terrible. DO NOT quote someone on a service that is unavailable or take their money if you cannot fulfil the service!

Thank you to (Greg) busroute, arrived on time, very polite and helpful with luggage, same for on the way back. No issues.

Very efficient. Arrived on time and was waiting to pick us up, very friendly driver.
Greg Howard was very helpful when booking.

Trip went smoothly, 10 out of 10 service all round with great communication from Greg. Will definitely be using bus route again.

Five-Star Bus Service into London – March Trip

I had a brilliant experience with this bus company during our trip into London in March. From start to finish, the service was top-notch. The driver deserves a special mention — the driving was absolutely fantastic. Navigating a massive coach through London’s tight, busy streets with such calm control made us feel completely safe and in good hands the entire journey.

The bus itself was clean, comfortable, and clearly well looked-after. It made the ride not just smooth, but genuinely enjoyable - a rare thing to say for city driving!

What really stood out, though, was the patience and professionalism of the driver. We were running slightly late getting to the pickup point, but he kindly waited for us without any fuss or frustration. That level of understanding and customer care really made a difference.

Overall, just a fantastic service. Would absolutely recommend and will definitely be traveling with them again.