Thecoachcompany.co.uk Reviews 

My personal advice would be, "never book with this company….." In our experience they are extremely unreliable, do not fulfil their contractual obligations and behave in a very poor way when responding to their errors. What’s more they’ve tried to paint my wife a liar when replying to her review, please see below details.

We booked a return trip from Enfield to Regents Park with some elderly relatives to make life easier. Below is the catalogue of letdowns we endured, their response was “please accept £26.40 in compensation” that was exactly 5% of the invoiced amount.

- Trip booked for 1700, we were told the driver would be there 15 minutes early to give us a nice calm journey. The driver didn't arrive until 1725, and blamed traffic. With modern technology that really shouldn't be an excuse.

- In the quote was a picture of a Mercedese-Benz Vito MPV. What arrived was an old VW Crafter van with ripped seats & rusty wheels.

- We were quoted for “Equipped with Satelite Navigation”, the driver had his phone on Waze on the seat next to him, not safe practice for personal use, let alone driving commercially.

- We were quoted for “Climate Control”, there wasn't even air conditioning. The van had fan blowers in the front, nothing in the rear. We had a two people in their 70's and two in their 80's. On the day it was 30 degrees outside, producing one of the most uncomfortably warm journeys they'd even endured. One said they were close to passing out, we all arrived at Regents park soaking with sweat.

- There was a warning light on the dash board saying "Service Needed", it quite obviously needed a little more than a service!

Extracts from their reply to my wife and comments from me....

“However, we are unable to substantiate a number of the specific allegations made in this review from the information available to us. In particular, we have no photographic evidence or other contemporaneous evidence confirming that the vehicle was a “rust bucket”, had unsafe seating, displayed a service warning, or was otherwise unsafe to operate.”
– My response. When we initially complained direct to the company there were pictures provided of a huge rip in one of the seats and also of the van’s dashboard light flashing “service required”, so I’m afraid this is a lie.

“Similarly, the booking information available to us does not establish that the vehicle was unsafe for the passengers described in the review or that the alleged vehicle condition was raised and reported to the driver at the time of travel.”
- My response. I was on the phone to the company during the outward journey. They replaced the van for another van for the return journey. So clearly we did raise this with the driver and control office at the time. Again, another lie.

“We appreciate that the customer was disappointed with aspects of the journey, but we believe it is important that public reviews distinguish between verified facts and allegations that cannot be substantiated by the available evidence.”
– My response. Everything was evidenced to you directly in writing and with supporting pictures, you know this ….. You now seek to publicly slander my wife’s review to try and save your reputation. AGAIN ANOTHER LIE!

Booked with them through recommendations from family and friends. After taking our deposit, they cancelled the service and have been saying for two months we will be refunded but we have yet to see that happen.

Not a trust worthy company at all.

Appalling experience with this company!

We booked a return journey in an MPV to carry 7 of us from Enfield into central London on 5th July. The picture of the vehicle (on the quote provided) looked to be modern and clean and stated that it was "equipped with a satellite navigation system and climate control." We paid £528 for the booking.

We were travelling to Regents Park to watch our little boy performing at the Open Air theatre. It was meant to be a very special occasion and we were travelling in with grandparents. Two of which were in their late 70's, one was 81 and one was 83.

We booked the vehicle to arrive at our home at 17.00 and were advised that the driver would be early, arriving at 16.45. Unfortunately, this wasn't the case, and he did not arrive until 17.25. The driver attributed the delay to traffic, which given the availability of modern navigation and traffic information, was disappointing.

It is important to emphasise that my elderly father has significant mobility issues and is unable to rush or make up for lost time. The delay therefore put us on the back foot from the offset, causing unnecessary stress and leaving us running late for our son's special show.

When the minibus finally did arrive it was not as described. Quite frankly it resembled a rust bucket. The wheels were covered in rust, the seats were ripped and falling apart and I could see a warning light in the front saying that the vehicle needed a service. The driver then proceeded to use "Waze" on his phone as his "inbuilt satellite navigation". I wouldn't object to this, however, he was using it on his phone which was placed on the seat next to him. I am sure that the law would deem this illegal and dangerous. Worse still, the air conditioning didn't work and it was 31 degrees. We then had to endure almost an hour in this MPV/rust bucket which was essentially a greenhouse. We were all absolutely wet through by the time we arrived at the venue and I had some serious concerns about my 83 year old father passing out.

We made a complaint with the company soon after and they said they were investigating the incident. We didn't hear anything back for a very long time and we ended up having to chase them. They finally contacted us and offered a pitiful £26.40 as compensation. GIven that we paid £528 for this horrendous experience, that amount is both insulting and unacceptable.
The company is in breach of contract (Consumer Rights Act 2015) and I will be looking into this further.

An absolutely disgraceful company to do business with. Avoid at all costs!

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In response to the comment made by "The Coach company" on the 23rd September.

" In particular, we have no photographic evidence or other contemporaneous evidence confirming that the vehicle was a “rust bucket”, had unsafe seating, displayed a service warning, or was otherwise unsafe to operate."

This is simply untrue. My husband provided you with photographic evidence when you were investigating our complaint. There are also 5 other adult witnesses that can substantiate the claim and they are all more than happy to write their own reviews on Trustpilot.

As I said before "The Coach company" are a dishonest and immoral company who do not care about their customers health or safety. Their conduct is absolutely disgraceful and I will be pursuing this elsewhere.

Communication was great, the quote was fair & competitive and the coach quality was good. Overall good service.

The coach company were great from booking our beach trip to the day of traveling. The coach was lovely and the driver was lovely nothing to much for her.
We were picked up on time and collected from our pick up point on time.
I highly recommend the coach company 10/10 service 👌

Disappointing experience overall, although our driver was nice.

We booked transport for 24 passengers, including adults with support needs, for a trip to Centre Parcs. Our understanding was that each passenger could bring one piece of hand luggage. However, the vehicle provided had inadequate luggage storage, leaving bags under seats and taking up legroom. This made the journey uncomfortable for our clients and staff.

The company should be clearer at the booking stage about the vehicle being offered, including its model, age and available boot space. Customers should be told whether a newer model with proper luggage storage is available and any difference in price, so they can make an informed choice.

The handling of our complaint was particularly disappointing. Despite acknowledging that the luggage requirements had not been clearly established, the company placed responsibility on us and requested an additional £225 for a larger vehicle.

Our driver was friendly and pleasant, and we appreciated his service. Our concerns are with the vehicle provided, the lack of clear booking information and the handling of our complaint. We expected better planning, communication and customer care.

You need to do better!

I am extremely unhappy with my experience with this company.
I received a quotation from them but decided to use another coach company. I emailed Luke clearly stating that we would not be proceeding with the quotation. I also specifically asked that there be no further follow-up calls regarding the booking.
Despite this, I have now received communication telling me that a booking has been confirmed in my name, giving me booking reference 833568 and a travel date of 15 November 2026.
Even more concerning, I then received an email stating that a payment transaction had been recorded on the booking and that there was a remaining balance of £542.50 due by 1 November 2026.
I have never confirmed this booking.
I have screenshots showing my email clearly declining their quotation, the subsequent booking confirmation and the payment/balance communication.
I find this completely unacceptable and very concerning. A quotation that has expressly been declined should not subsequently appear as a confirmed booking with money shown as outstanding.
I have now told the company again in writing that I have not confirmed any booking and to stop contacting me.
I would strongly advise anyone obtaining a quotation from this company to keep copies of all correspondence and check carefully that a quotation they have declined has not subsequently been turned into a booking.
I expect booking 833568 to be cancelled immediately and written confirmation that I owe this company £0.00.

I cant thank you enough for accomodating us so last minute for our recent business trip (the day before) the team said the journey was great and the coach was fab! Communication with the booking team and the day of the trip was seamless!

The coach was on time. There was excellent performance from the driver. It was a clean and comfortable coach. Overall everyone on it was satisfied and can't wait to book again.

Our company had a stellar experience with this coach service. Their punctuality, arriving 15 minutes early, was a huge relief, especially after previous issues with another provider. The driver was both pleasant and skilled, handling unexpected traffic situations smoothly without any abrupt braking. The coach was immaculate, and the pricing was surprisingly reasonable. This company has set the standard for us, and we won't be choosing anyone else for future trips. Thank you for an excellent trip!

Very professional, reliable and budget-friendly coach hire company!

The company was very understanding of my requirements and was able to arrange transport for our nursery to a day out at the aquarium! The booking process was very easy, and they always kept in touch via email and telephone!

Before I booked the mini bus I asked the lady at the office if the mini buses had air con, which she assured me that they did. I said that I had read a few reviews that the mini buses where not of a high standard, she reassured me that they were old reviews and since then had new buses. I was happy and booked the standard mini bus.
On the morning of my daughters Bridal Shower taking her to a lovely hotel in Reading with 13 friends and family (An hour journey) a very old mini bus turned up at my front door, my husband went up to the driver and asked if the Air Con could be turned on high as it was 32c outside as he had his windows open. He said the van he was meant to come with had a problem and he had to take this van instead. The Driver was dressed as he was going to the beach for the day. I went up to him and said I am extremely unhappy and he said "well what about me I have to work in it" !!
The van itself had cobwebs all over the front and on the side wing mirrors. I called the office several times and they me back after checking if they could send a different van for the return, which they said they couldn't and anyway you booked a basic van, again I said I was assured that the van would have Air Con..plus expected a much more professional driver and a clean van.
I was totally disgusted with the whole experience and they ruined the start of what was meant to be a special occasion. In the end I cancelled the return and had another company for the return, which was a completely different and professional experience.
I was promised that someone in the office would contact me on the Tuesday but 7 days later I am still waiting!! I know I wont receive a refund but I want to ensure that no one makes the same mistake as I did and have this dreadful company let you down for a special occasion.

Excellent service and very supportive and helpful

I requested a quote from this company a few years ago and ended up not needing their transport services. Since then, they have been relentlessly spamming my inbox. To make matters worse, their marketing emails don't even have an "unsubscribe" option, which is completely unacceptable.
I directly emailed "Luke" multiple times, explicitly asking him to stop sending me emails. Instead of respecting my privacy, he is practically mocking me—constantly replying back with annoying questions like "Why is the transport not required?" and "Are you sure you don't need it?".
This is incredibly unprofessional and borders on harassment. If you value your privacy and don't want your inbox flooded with desperate, unyielding spam, look elsewhere. Absolute joke of a customer service.

We had a VIP Minibus booking for Royal Ascot, pick up in London at 0930, driver never arrived, leaving my executives on the kerb. Multiple calls to the number we were given for the driver - didn't pick up. I rang the emergency number for their ops dept. - was on hold for 10 mins whilst they 'investigated' - driver had been stuck in traffic and was running 40 mins late!! No phone call to advise us - just left my execs waiting. Going back to the driver, it turned out we were given the wrong number by the ops dept! Finally I spoke with the driver - really lovely man - told me he would arrive at 1020. 50 mins late. He did turn up at that time, however with an hours delay, they only arrived at Ascot with 45 mins to have lunch before the first race - this is not what I had planned for my execs and our guests. Ascot, as you can imagine, gets extremely busy and the traffic getting to Royal Ascot is always heavy and slow going; which I had accounted for by departing at 0930. I emailed The Coach Company and of course got the standard reply; I further replied, and received an email from Craig Upjohn, the Ops Manager, saying he has GPS evidence that the vehicle arrived at 0945, but our execs kept him waiting until 1030! All lies! I have asked Craig to call me, left a message with this team to call me to discuss, but of course, he hasn't. The driver arriving late with no thought to their customer is one thing, but to lie in writing with no evidence to back it up, is something else. A company of clowns!

Absolutely won't be using this company again, and would not recommend to anyone.

Had a bad experience in May. Sent multiple emails and phone calls to confirm our itinerary. Was never updated. Drivers showed us that they had the worng schedule. Bus didn't show up on our last night for a pickup. Company said the driver was there and they tried to call...never happened. Asked for refunds multiple times, was told early on they were investigating then they just stopped replying and I never recied a nickel back. Id' stay away. This is clearly a thrid party company that contracts out the work. I've done 27 trips like this with no issues, this is the first time I've had an issue with a coach company.

This was an easy 5* experience, from Melvyn at the office, to our driver on the day, all were friendly, helpful and willing to go above and beyond.

We used the Coach Company for an event in London which involved various collection and drop offs during the evening - timings were critical to get the most out of the evening and with the London traffic - not an easy task to move 20 people around . All in all great feedback and would use them again without a thought! Thank you !

Great trip to Chester Races. We were looked after really well and the communication with the drivers was excellent. Thanks for helping us have a great day out

Guys so nice and polite wanting to help in any way they can. The driver was really sweet and patient with everyone! 10/10