US Coachways Reviews 

Bus was 2 hours late showing up. Repeated calls to the dispatcher brought several different excuses (stuck in traffic, 45 minutes away, coming from Staten Island), none of which were accurate. According to the bus driver, he lives right in town, but that the company "didn't release the funds". I had confirmed with Brittany several times the week before that we were all set. Also, even though I had confirmed the itinerary including stops, he had none of the addresses, nor any idea which hotel he was staying (I had inputed that 4 months prior). Driver and bus were fine, but US Coachways is an unreliable sham.

I have been using US coachways for over 5 years now ,with the NYC PBA with multiple trips a year for an organization….. we couldn’t be more pleased . The passenger’s have stated to us how clean the busses are and how professional and friendly the drivers are. We’ve had multiple last minute trips and on occasion some last minute issues that James and the company have been able to accommodate us at all hours. Enjoy doing business with them and look forward to booking again

Horrible experience- paid in full for bus for 20 people. Received email six minutes after our departure time that driver was right on time. Since driver wasn't there, I called him for him to tell me he was stuck in traffic and at least two hours out. Our whole day was ruined if we didn't leave ontime so we rallied five drivers from our group and made the 2 1/2 hour drive ourselves.
I received an email the following morning that we were entitled to a full refund. It's been over two months now. My emails go unanswered and the phone only goes to voicemail. $1700 has not been returned to our non-profit. Next step I guess is small claims court. Beware!!!

US Coachways is our number one choice. We have had a great experience with the bus, the driver, and the customer service provided. Veronica, as the Senior Sales Operations Manager, have been especially outstanding, going above and beyond our expectations to ensure everything runs smoothly. Your communication throughout the process has been excellent.

Customer service (Michelle Garzone) very attentive. Appreciate all she did.

HORRENDOUS EXPERIENCE — BE WARNED.
If I could give this company negative 100 stars, I absolutely would. I booked a 55‑passenger bus in May 2025 for a major November fundraiser. I did everything right: I filled the bus, collected payments, and ensured every deposit and final balance was paid to US Coachways on time.
Then, at 8:30 PM the night before our trip, I received a call informing me that our bus was canceled. No replacement. No solution. No urgency. No concern for the 55 people who had paid in full, arranged their schedules, and were excited for this event. No regard for the hundreds of dollars in food and beverages already purchased. Our fundraiser instantly turned into a financial loss — all because of their failure.
Their “resolution”?
A laughable offer of a $250 credit toward a future booking — as if I would ever trust this company again. I was told a refund would be issued within 30 days, with no compensation whatsoever for the chaos and financial damage they caused.
What followed was even worse: I was instructed to email their accounting department, and after nearly 10 unanswered emails, I finally had to threaten to contact the BBB. Only then — on January 13th — did a refund finally appear.
This company left 55 people without their trip, without their money for months, and with a devastating experience that should never happen to anyone.
SHAME ON YOU, US COACHWAYS.
Your complete lack of professionalism, accountability, and basic human decency is unacceptable.

Worst company ever, They dont even pay the customers back after canceling on them at the last minute. total scam.

Bus arrived on time, but US Coachways had not paid their vendor. So, they understandably refused to leave until they received payment. We left 30 minutes late, which meant increased traffic and we arrived more than an hour later than we were supposed to. The bus was dirty, there was no toilet paper, soap, or paper towels for the 4 hour ride. We were also a group of mostly children, and found alcoholic beverages in the overheads. The bus was supposed to be equipped with a DVD player - it was not despite me confirming this days prior and US Coachways promising it would have one.

The return trip was WORSE. Clearly something was broken - the shocks or something. We were bouncing up and out of our seats, slamming down HARD, etc. It was clearly unsafe, even the driver didn't feel safe. He started going about 40 mph on the highway. Eventually, b/c of the continued hard impacts, slamming, and bouncing, we had to get a hotel and spend the night. This caused completely avoidable expenses for our group of 30. While the vendor did send a bus in the morning, it still meant we got home 15 hours later.

This company does nothing but exploit people. Whether you are a client, a vendor who works with them, or even a person who works there, fortunately, these disgusting practices are catching up with them. The company is on the verge of going under.

All the reviews you read about them cancelling at short notice are about to become a lot more common. Many of them are also false. The real reason for most of the cancellations is that they refuse to pay the actual providers of the trip, and the vendors have learned not to trust them. After they cancel a trip on you last minute, they offer nothing but empty apologies. If you spent money on, let's say, tickets or accommodations, they will take absolutely no responsibility for the loss.

As things continue to worsen for them, they have been known to overcharge credit cards that they have on file and claim it is a system glitch, more lies.

They offer cheap quotes at the start and then, once you've booked, tell you they can't do the trip that cheap and you have to pay more.

Save yourself a headache and stay away.

Horrible Service. I had them reserved today for a 730 pick-up, and no one showed up. I had to call several times without any resolution. They would finally send someone at 10:30, and we would already be returning from our event when we arrived at 1230. We needed to cancel, and we had to forgo our meeting. I am very disappointed and will never use them again!

I made reservation but because of bad weather and state emergency had to postpone for rain date They initially did not give any credit and latter on agreed for 75% credit
Booking for rain another date and credit took me two days
Initially they told me that they will refund if there is state declare emergency and it was Nor'easter weather emergency
Sales person was rude and unresponsive, it took me two days to book for another date and credit
A horrible experience and recommend not to make any reservation

This company outsourced its jobs in the Philippines, but suddenly went MIA, leaving employees unpaid

So we had charters 2 buses for a wedding for our daughter's wedding. When we were leaving the venue the 1st bus came 45 minutes before the scheduled time. There was a misunderstanding with the departure time. When you receive the itinerary from the company, it is very confusing. The 1st driver was very rude and left within 10 minutes. The 2nd driver was very nice and accommodating. Please note they use a 3rd party as their drivers and have no control over if they are rude or not and will not provide any refund or compensation. They will only send notify the 3rd party company. I would not recommend using them since there is no recourse or anything that US coachways will help you. Again I would give this company a zero but since the 2nd driver was very nice I am giving a 1 1/2

Bus was very late, bathroom didn't work on a 4 hour bus ride, vomit on the floor not cleaned, broken toilet door, dirty. I would give it a zero star. And was offered a fraction as a refund. We will be escalating.
Oh, the bus they sent us on the returning 4 hour ride was worse.

The bus didn’t show up twice. Left us stranded for over 15 hours. Company was dishonest about bus location and timing and isn’t offering explanations.

I work for Snipes and we have used US Coachways for the past couple of years for our annual store manager meeting. James Dinardo is amazing to work with. We always have last minute pivots and James always comes through!

Three-hour round-trip charter for 27 people. The driver was 25 minutes late for pickup. We were waiting outside in the Texas summer sun. We would have found a cool space if he had admitted that he would be 25 minutes late, but he kept telling us he'd be there in 5 minutes. He did not apologize at all for being late. The bus was old and although the air conditioning was blowing cool air, it was completely insufficient to actually cool any section of the bus. So we cooked in the bus for another three hours and arrived late to our event. I've called customer service multiple times and they've been incredibly rude. While on the bus I was speaking to someone who wanted to put me on hold and call the driver, but I begged them not to as he was driving on an interstate. They called the driver anyway and when he hung up he started screaming at me that I'm disrespectful and a liar. I've contacted customer service, spoken to a manager, and will update this review if there is pertinent information.

Fantastic drivers - on time arrival, super friendly and very flexible with a quick rest stop. Thank you!

Khalina is a talented agent. She was extremely knowledgeable and very helpful with trip planning and coordinating travel. To add, we couldn't have asked for a more skillful and safer driver than Kai. Like Khalina, Kai went above and beyond. He made sure our bus stayed clean and everyone was comfortable. Even after we arrived at our final destination he remained helpful. We were extremely blessed throughout our coachways experience.

Driver was very professional.