Busroute Reviews 

Antwoord van Busroute

8 jul 2025

Hi BiGMAN,

Thank you for your review.

At BusRoute, we take pride in delivering reliable transport services directly to our customers. We do not operate as a third-party booking platform. In rare cases—such as unexpected mechanical issues or last-minute availability challenges—we may allocate a trusted partner vehicle to ensure the journey goes ahead without disruption. This is always done in the best interest of our customers.

We’re sorry if there was any confusion or dissatisfaction, and we’d like the opportunity to look into your experience in more detail. Please contact us at legal@hirebusroute.com with your booking reference so we can investigate and respond appropriately.

Thank you again for your feedback.

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Kind Regards,

QA & Compliance Team.

Antwoord van Busroute

8 jul 2025

Dear Mark,

We sincerely apologise for the continued frustration you’ve experienced, and we truly regret that your trip on May 24th fell so far below your expectations — and our own service standards.

Your feedback has been taken very seriously, and we are sorry that the investigation and follow-up have not met your or our expectations in terms of communication and resolution speed. The delay in providing the driver’s details, the mix-up with your revised pickup time, and the missed booking at your venue are all unacceptable. You are absolutely right to expect better from us.

We understand how disappointing this experience was, especially for such an important event. Please know that your concerns have been escalated again internally, and a senior member of our team will be reaching out to you directly within the next 48 hours with a full update and a more appropriate resolution.

We value all feedback — even the difficult kind — because it helps us do better. Thank you for your patience, and again, we are truly sorry for how this has been handled.

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Kind Regards,

QA & Compliance Team.

Antwoord van Busroute

4 jul 2025

Dear Emily,

Thank you for taking the time to share your feedback. We're truly sorry to hear about your recent experience with us. It’s clear that we fell far short of your expectations—and our standards—on such an important day, and for that, we sincerely apologise.

We understand how upsetting it must have been to deal with last-minute changes, especially when celebrating such a significant life event with your loved ones. The vehicle failure was unexpected and unavoidable due to a last-minute inspection issue, but we recognise that our handling of the situation did not meet the level of communication, coordination, or care you deserved.

We also acknowledge your frustration with the delay, the substitute arrangements, and the resolution offered. Your feedback is being taken seriously and has been escalated internally for a full review, including how we work with subcontractors and the fairness of our compensation policies.

While we understand that you may not wish to use our services again, we would still appreciate the opportunity to speak with you directly and do what we can to make this right. Please feel free to contact our customer care team directly at legal@hirebusroute.com, referencing your booking.

Again, we apologise for letting you down on such a special occasion, and thank you for bringing this to our attention

Kind Regards,

QA & Compliance Team.

Antwoord van Busroute

2 jul 2025

Dear Alessandro,

Thank you for your feedback. We're very sorry to hear about your experience and truly regret the inconvenience caused.

We understand how frustrating it must have been to discover the meeting point error and the subsequent charge. While we do our best to accommodate changes, especially involving airport locations, the additional cost was due to the significant difference in logistics between Stansted and Gatwick. That said, we acknowledge this should have been handled with more clarity and care.

We also sincerely apologize for the condition of the coach and the delay in reaching your hotel. This does not reflect the standard we aim to uphold, and we are investigating this with our operations team and the assigned driver to ensure it doesn't happen again.

Your feedback is invaluable and will help us improve. If you'd be open to discussing this further, please contact us directly at legal@hirebusroute.com, and we’ll do our best to make things right.

Kind Regards,

QA & Compliance Team

Antwoord van Busroute

12 jun 2025

Dear Lisa, please accept our sincerest apologies for the experience you had with us.

We are truly sorry for the delays in both your outbound and return journeys, especially given the importance of the event you were attending. Being left waiting in the rain and arriving late to a wedding is completely unacceptable, and we fully understand how distressing this must have been for you and your group.

We are also very concerned to hear about the issues you faced with the driver and your safety concerns during the journey. Please be assured that this has already been escalated to our Dispatch Team for urgent review and action.

Our team is currently investigating this matter thoroughly to understand what went wrong and ensure it does not happen again. We are reaching out to you separately via email to address your concerns in detail and work toward a resolution.

Antwoord van Busroute

10 jun 2025

Dear Houman,

Thank you for taking the time to share your feedback. However, it appears there may have been a misunderstanding regarding the service you have reviewed.

Busroute Ltd is a private chartered coach and minibus booking service, not a public transport operator. We do not operate fixed public bus routes, such as the 13 or 113 in North London, nor do we employ drivers for local authority bus services.

Your concerns seem to relate to a Transport for London (TfL) public bus service. We kindly suggest you redirect your feedback to your local council or directly to TfL, as they are responsible for the operation and conduct of drivers on London’s public bus routes.

We respectfully request that you consider removing or re-directing your review, as it has been mistakenly attributed to our business and could negatively impact our reputation without cause.

Thank you for your understanding,
Busroute Ltd
Customer Service Team

Antwoord van Busroute

Geüpdatet op 11 jun 2025

Thank you for taking the time to share your experience. We are truly sorry for the inconvenience and distress caused to you and your family during what should have been an exciting and memorable trip.

We fully understand how frustrating and disappointing it must have been to face a last-minute cancellation, especially given the importance of your journey and the specific requirements of your group, including the needs of disabled passengers. Please accept our deepest apologies for the disruption caused.

Unfortunately, the assigned vehicle experienced an unexpected and serious mechanical breakdown just prior to your departure. Despite our efforts to find a suitable alternative on such short notice, we were unable to secure one in time and therefore had no option but to process a full refund so you could make other travel arrangements.

We also regret any confusion or concern caused by the request for your bank details. This was solely to facilitate the refund process efficiently and securely, and never intended to cause further worry.

We acknowledge that this situation caused unnecessary stress and financial strain for you and your family. We also want to sincerely apologize if any of our follow-up communication came across as intimidating it was certainly never our intention to threaten or upset you further.
Kind regards,
Customer Support Team
BusRoute Ltd

Antwoord van Busroute

30 mei 2025

Firstly, I want to extend my sincerest apologies for the experience you’ve had with us. We fully understand how important seamless transportation is, especially for an occasion as significant as your wedding, and I deeply regret that we were unable to meet your expectations on this occasion.

To clarify, when our 50-seater coach became unavailable, we immediately explored alternative arrangements and offered multiple vehicles to ensure your guests could still be accommodated in time for the event. However, we understand that this option did not meet your requirements, and you chose not to proceed with that solution.

In addition, we provided a list of trusted local suppliers who may have availability to support you, in order to avoid leaving you without transport at such short notice. Our intention was never to cause stress or inconvenience, but rather to assist in any way we could despite the unexpected circumstances.

We acknowledge that our communication in the lead-up to this situation could have been more consistent, and we are taking this feedback very seriously. Please be assured that your concerns have been shared with our management team for review, and we are actively working on improving our internal processes to ensure this does not happen again.

Once again, I am truly sorry for the disappointment and frustration this has caused. We wish you all the best for your special day and hope to have the opportunity to restore your trust in the future.