METROBUS Reviews 

Really helpful and lovely customer service always happy to help and sort out any issues.

Miss, carol your very friendly i’m very happy thank you and See you again.

I had amazing service today from carol and phil.
Thank you soo much!!✨✨💯💯

Special shout out to Carol at Metrobus Crawley. My son left his phone on the bus, we reported it lost and within an hour Carol called back to say they had located it for us to collect. Great ambassador for the company, many thanks.

Ur tap on and tap off is a load off rubbish it never seems to work even tho customers have money on there cards completely pointless

Carol and Leslie were super helpful my son left his coat on the bus. Managed to get it back within 24 hours

The service was absolutely amazing, Carol explained alot and advised me ans she is very positive.

I had an issue with double payments being taken on a subscription for my daughters student metrovoyager ticket. Carol and Phil were brilliant, they were both incredibly helpful and sorted out the issue, gave me a refund and cancelled the subscription service for me. All with a smile and level of customer service rarely experienced. A huge thank you to both for making it a painless experience.

Quick response to feedback. Good service from the driver. Disappointingly late though.

What happened to me yesterday was shocking. February 11, 2026. Crawley-East Grinstead line 400.
They were just about to change drivers. The incoming driver was a redhead, white, English, with glasses and a beard. Around late 30s or 40 years old. I was at the Crawley bus stop, checked online for directions to Horley, and wasn't sure if the 400 Crawley-East Grinstead bus went through Horley. I'm not from the area and I usually take the train, not the bus. I was sick with a sore throat, headache, and fever, and since the next train was still half an hour away, I thought I'd take the bus.

I asked the incoming driver if the bus went through Horley, and he said no, that the line 20 goes. I said, "Okay, so it doesn't go near Horley, where the Lidl is, because I thought I saw it online." He said, "Oh yes, near the Lidl it does." I asked him again, "Horley?" and he said yes.

I get on. And after a very long journey, I see that we're already in East Grinstead! East Grinstead Lidl stop! I get up and tell him, and he replies that it's the wrong bus, that he's sorry he'd gotten confused with the East Grinstead Lidl, and asks how much I paid for the ticket, gesturing with his hand towards his trouser pocket. I tell him the ticket doesn't matter, I just want to get to Horley or close by, and that's why I mentioned the Horley Lidl, and that he responded yes it stops nearby.
So now what?
He tells me, "Don't worry, I'll finish the route to E. Grinstead, turn around, and take you somewhere nearby."

He makes his return journey, and halfway there I ask him again, "Please, I just want to confirm you're taking me somewhere near Horley?" He says, "Yes, yes, don't worry, I'll take you there." And I see that we've already arrived at Three Bridges and he doesn't say anything!. After such a long journey, he was back at his starting point in Crawley, which was obviously where he wanted to take me!.
I approach him and tell him I'm getting off here to catch the train!.
I don't understand all this when from the beginning I made it clear that I wanted to go to Horley or nearby, and then he makes a gesture as if pointing to the Lidl in Three Bridges and says, "Okay, sorry, sorry."

A little while later I took the train to Horley. So, a journey of just minutes, from Crawley to Horley, took me, along with the grueling bus ride to East Grinstead and back, from 6 pm until 8:30 pm when I finally arrived at my destination.

I understand that anyone can make a mistake, but one of this magnitude from a professional driver is unacceptable. I repeatedly emphasized where I wanted to go, HORLEY OR NEARBY , and that I didn't know the area, and either the man was high or he really didn't understand anything. My English is good enough and it was perfectly clear that I was going to the Lidl in Horley, and I repeated it several times during the journey!.

He also failed to notice at every stop we passed, after realizing his mistake, to tell me to get off and take the appropriate bus to reach my destination. He was just going back to Crawley, to where he started his journey, and again, without saying a word!.
After witnessing all of this, I got off at Three Bridges and took the train.

The whole experience was demonic, insane!.

Very poor i generally take the 400 home from gatwick road south at 5.40pm half the time the bus does not turn up on time.

You message into customer services and al they say is ' im sorry nothing we can do' now it is 9th Feb. 6pm and the 5.40pm had been cancelled and now i am waiting here for an hour for the next bus in the cold.

If i was an elderly gentleman how would that be fair

I pay 114.50 a month and not once have i had compensation for failed or late trips

Absolutly shocking

Drivers are rude and miserable and if you don't use tap on and tap off and actually ask for a ticket you get the death stare

I would like to thank Phil, in the metro bus station office for his patience and understanding yesterday whilst I purchased a bus pass, thank you
Pamela Neal

The staff at Metrobus depot are very nice and kind, especially Carol whom who I spoke to and kept my son’s kit.

I want to give a huge shoutout to Carol at Metrobus Crawley. Two weeks ago, I lost my £200 suitcase on the bus. I checked that day, submitted an online request, and heard nothing. But today, I went in, and Carol immediately remembered seeing a suitcase like mine in lost and found—and she brought it to me! She was so kind, patient, and helpful. Carol truly deserves recognition!

Friendly, quick and easy

Received amazing service from Carol yesterday at the Crawley Metrobus, I had lost my Gatwick pass and at the time her system had shut down, she did everything to help me out and was so lovely!
Best customer service I’ve received since attending the shop in the last 10 plus years!

Iam afraid
Metro buses are still allowing the odd
Bus driver
To behave in a disgusting manor
Not stopping for passengers
Etc
I have complained to customer services
They just say we will look at cctv?
And mention it to his manager
Well his manager is not having a word with him ?
Because few months down the line again
Same thing will happen again
They should lose there franchise
Buses running late most times of the day
Poor service only one bus every two or three hours
Most drivers are ok
But metro buses allowing rogue drivers to continue to do whatever they want
They actually make me not want to travel
Not knowing if the odd driver will drive straight past
Me
Or rufuse me travel
With no justifiable reason to do so !!.
Its a disgrace

Bus drivers either arrive late or way to early, always miss the bus unless I leave the house 10 minutes earlier just so I can be sure I catch it