CharterUP Reviews 817

Date of experience: June 29, 2025

From start to finish a good experience. Friendly driver, on time for each trip. Clean bus. Will call again next year for our event.

Date of experience: July 04, 2025

Very easy and convenient service that provided a terrific bus and driver in an unexpectedly short time frame. Great job! Will definitely use again!

Date of experience: June 28, 2025

Alex was professional, prompt and courteous driver. We wouldn’t hesitate a second to hire him again!

Date of experience: June 28, 2025

Clean and nice bus with restroom. The whole experience with CharterUp was great. From the reservation to delivery was easy. I would recommend CharterUp 1st.

Date of experience: July 01, 2025

Arrived early, driver was super friendly and said he was flexible. Smooth ride. The wifi did not work, but we got by.

Date of experience: July 01, 2025

We looked for local bus companies on Long Island to take a group into NYC. Unfortunately, many of them use Charter Up now. When booking the trip, they did not allot enough time to account for NY traffic. I brought this to their attention and they did increase the time and the price. Several times I mentioned the time it takes to travel from Long Island to NYC. The agents I talked to were not local and several were from out of the country. I told them you don't understand how traffic can impact the amount of time it takes. The driver picked us up and drove us in on the Long Island Expressway. My husband spoke to him about getting in the HOV lane which he finally did. On the way home, the driver got off the Expressway and onto the service road. When he did get back on the Expressway, he got out of the HOV lane with about 12 exits remaining. It was a Tuesday afternoon and the traffic was atrocious. I get an email telling me they are charging us more money because it took longer than what they had written down even though I expressed my concern about Long Island traffic. I wrote and explained what happened on the way home about the driver going onto the service road and out of the HOV lane. There initial response was "Thank you for the additional context. After review of the logs to corroborate your claims, I have decided to rescind the overtime charge. Your balance is now $0." Then a day or so later, the said they reviewed again and decided the charges were valid. We will NEVER use this company again.

Date of experience: June 24, 2025

We are sitting at hotel a bus was supposed to be here 45 minutes ago. We have a baseball team and their families going to an Astro’s game. We have called the company several times. Only to get several different answers. We have had to call Ubers. Do not use this company. Very unreliable.

Date of experience: June 27, 2025

Overall, I enjoy working with CharterUP but this last experience was not up to par with my first time working with this company last year.

Particularly, I'm not satisfied with the unclear overtime charges policy since our last trip using CharterUP was hours over time and there was no charge. Suddenly we were charged for our recent trip and was told that "each reservation is reviewed independently" with various charges being included in the terms of service - this should be made more clear to customers of CharterUP's services.

Also, CharterUP's Escalations Supervisor Kurtis Roy suggested they need to receive feedback within 48 hours of the trip's completion in order to formally open a case and address any service-related concerns in a timely manner. It was a federal holiday the day after our trip and our offices were closed the two days following the trip. It feels like our feedback is being ignored.

Some specific feedback related to the recent experience of working with CharterUP:

- Bus was on time. However, email and text notifications were inaccurate as bus driver arrived about 20-30minutes later than what I was told via day-of notifications which made facilitating the beginning of the event a bit difficult.

- I booked with "Night Owl Bus Travel" as recommended by our customer service representative at CharterUP, Peter Miller, yet we were provided with a different bus company "US VIP Bus".

- Vehicle was good. However, the restroom was locked for the first 60-90 minutes of the trip which was inconvenient for passengers who needed to use it after we informed them that there would be a restroom on board as we had requested it in our reservation. Only after requesting multiple times to the driver to open it were we finally able to get it unlocked.

- Some passengers noted the driver was driving slightly fast which indicated some discomfort with their safety.

- Additionally, the driver was smoking cigarettes nearby the bus throughout the tour and the smell of smoke made several participants uncomfortable.

- The driver was overall good at getting us where we needed to be but had seemed to have limited English speaking ability, and therefore it was difficult to communicate with him throughout the trip.

- The driver seemed to indicate that we were not going to be charged overtime fees when we were at our last stop and had to make logistical changes due to our program. Yet, we still were charged an overtime fee because it seems that his bus company requested it from CharterUP. Unsure if this was due to a miscommunication or dishonesty on the driver's behalf.

Date of experience: June 18, 2025

Date of experience: June 14, 2025

A one-star review for CharterUp is generous.

Their cancellation policy says that full payment is due 72 hours before the ride, and there are no refunds at that point. If you need to make an adjustment to your ride, they will wait until within that 72-hour period to let you know that they cannot accommodate, thereby allowing them to keep payment in full without providing service.

The customer service team is rude, uncommunicative, and not at all helpful. They are also more expensive than other carriers, and do not deliver on paid extras offered on their coaches, like wifi.

Do not book through CharterUp unless you have money to burn. You'll just end up having to book through someone else anyway.

Date of experience: May 29, 2025

Everything went well, except the driver put in the wrong address on the GPS and took us 40 minutes out of our way. Once that was fixed we were fine, but made us miss our scheduled breakfast.

Date of experience: June 10, 2025

Our staff and students were very happy with the service, the drives and the comfort.
I would recommend CHARTER UP to anyone that is looking for good service and professional.

Date of experience: June 16, 2025

On time! Drivers were patient and helpful

Date of experience: June 07, 2025

The drive was extremely helpful and nice.

Date of experience: May 30, 2025

Great service, friendly people from Mrs. Patricia to the the driver, the text messages keeping me informed of things step by step.

Date of experience: June 14, 2025

I worked with this company for two years. They are willing to help accommodate whatever group I have. I will highly recommend them!

Date of experience: June 11, 2025

Exceptional service! Highly reliable and communicative!

Date of experience: June 04, 2025

The bus was very clean. The driver was very informative, and took an alternate route to avoid heavy traffic, and still got us to our destination on time.

Date of experience: May 23, 2025

The bus driver was nice and professional.

Date of experience: June 01, 2025