CharterUP Opiniões 1031

Driver was great (Julio).
My biggest concern is getting CharterUP to include specific navigation notes for the driver to be aware of ahead of time. We were a Route 66 tour, and we had asked for driver to drive along parts of Rt 66 during our bus trip that day. The driver was not aware of the notes ahead of time - he did do a good job of "on the fly" adjustments for us though!

The customer service was 5 stars. My rep, Crystal, was always available to help - especially when we were ready to book and when we needed to swap out the vehicle for a larger one.

On time and a very good driver

I have already provided my comments for this company’s service.
Exceeded expectations with a team of customer oriented employees. Significantly contributed to the success of my family reunion event.

Our driver, Ren, was excellent! Polite, safe driver, on time. We were so happy.

Very smart driver.
Very smart reception and admin.
Very shaky bus.

Easy to work with the staff and very accommodating with my trip changes made.

Overall the service went well! The only issue was unclear communication about how many passengers needed to be onboard in order for the bus to leave, resulting in a delay.

Brandon was a top notch driver. Very courteous and professional in his interactions with me and our team.

CharterUp is an incredibly disappointing company that clearly fails to vet the third-party bus operators they work with. I requested only the bare minimum — a vehicle with working air conditioning, a functional radio, and a driver who stays off their phone while driving. Yet, even these basic expectations couldn’t be met.

When it comes to booking, they’ll contact you relentlessly, but once you have a complaint, they make you jump through hoops just to be heard. Their response to my concerns was unacceptable — claiming the AC was working (it absolutely was not) and that a radio isn’t a guaranteed amenity. For an 11-hour rental, that excuse is ridiculous.

This company is unprofessional, dismissive, and feels like a scam. I will never book with them again.

Ordered four bus' for a weekend transporting 30-50 people per bus. Two bus' showed up without air conditioning. Customer service low standards. Do not recommend.

Saddam A, our driver for Ayah Charter was excellent - very accommodating, pleasant, on-time. He even gave us recommendations for alternative places to go because of changes in our itinerary due to the government shutdown and unrest in DC on that day. I highly recommend Ayah Charter and Saddam.

Amazing service from beginning to end! They helped us find the best deal and their hospitality and communication was top notch!

Driver was amazing, the whole trip was great. Team already talking about doing it again next year.

Our experience with CharterUp was an absolute nightmare from start to finish.

My business booked two buses months in advance, paid in full, and confirmed every detail. only to be told days before the trip that CharterUp had made a “typo” in our booking. They claimed the original quote (which had been accepted eight months earlier) was for a one-way trip instead of round-trip and that the cost would nearly double. This caused enormous stress and confusion, especially since our customers had already pre-paid for their seats based on the original quote.

Resolving this issue took days of back-and-forth with offshore customer service representatives who clearly had no authority to fix anything. We were not allowed to contact the actual bus companies directly or even know what company was actually sending the busses, making it incredibly difficult to resolve urgent logistical issues. In the end, we were forced to pay an additional $1,000 just 24 hours before departure. The whole ordeal caused my staff tremendous emotional stress, including sleepless nights and tears of frustration.

At one point, CharterUp also informed us that we would need to pay extra for ADA-accessible buses. This is blatantly illegal. To be clear, we had only asked if there would be space to stow walkers or mobility aids.

When the trip finally took place, things somehow got even worse. The air conditioning on one bus was broken, the bathrooms barely functioned, and one of the drivers was dangerously inattentive: texting while driving, drifting over the center and shoulder lines, and appearing severely sleep-deprived. When our staff raised concerns directly and with the company, the driver responded by loudly confronting them in front of customers.

Aside from a few kind customer service representatives who clearly did their best within a broken system, we have nothing positive to say about CharterUp. This experience was unprofessional, unsafe, and unethical from beginning to end. Our business lost money and our employees endured unnecessary stress. We will never use CharterUp again and strongly advise others to steer clear.

I first reached out to this company on June 23 of this year, and from the very beginning, I was met with exceptional service. Crystal Drakes, who assisted me, was an absolute gem! I rented a 56-passenger vehicle for a pilgrimage on Saturday, October 11, 2025, and Crystal was attentive to every detail. Her communication—whether by phone, email, or text—was consistently clear, prompt, and professional.

Then, just last Wednesday, I contacted her again after realizing we had more pilgrims than expected. We needed to book an additional, smaller bus for 18 passengers. Once again, Crystal went above and beyond to make it happen. When a miscommunication led to the cancellation of that second bus two days before the pilgrimage, she immediately escalated the issue and ensured I was connected with the right people to resolve it—time was of the essence, and she didn’t miss a beat.

Despite the stress of being just a day out from the pilgrimage, every person I spoke with at this company was eager to help. Liv Elliott, the Escalations Supervisor, Rosemary in Customer Service, and a few others whose names I regret not catching—all deserve recognition for their kindness and efficiency.

The buses themselves were spotless, comfortable, and well-maintained. Our drivers, Alan and George, were professional, attentive, and careful on the road. We felt safe and well cared for throughout the journey.

I wholeheartedly recommend this company—without hesitation. They’ve earned my trust, my gratitude, and my business.

Edward was great he arrived early and was curteous and professional

Easy to book. Information was readily available on-line after setting up a log in. I appreciated getting notifications when the bus was on its way and having a phone # just in case I needed to contact the driver.
Driver (Frank) was timely, friendly and was clear on where he would drop us off and pick us up. I was glad he was our driver both days.
Bus was clean and comfortable.

On time. Friendly service