Coach USA Reviews 3,111

Book a reservation the day before for a 12.40 bus but it doesn't turn up. The assistant in the terminal is worse than useless. Another bus turns up but says he isn't going back to O'Hare. Do not get this if you want to make your flights. Oh and there is a no refund policy!

Very poor communication - 3 stops are listed on the website, but the driver failed to stop at the one I was waiting at in central Manhattan (the one listed as next to Grand Central Station). Luckily there was a lot of traffic and I could rush the 300m to Bryant Park to catch the bus (there is no sign for coachusa anywhere), but this was added stress that could easily be removed by clearly communicating where the stops are. Buses are old and not particularly comfortable, and the tickets are not cheap either. I would strongly recommend getting the train, which is also cheaper.

Central Middle School recently used Dillon’s bus service, Hanover, MD, to transport our students to Ocean City, and I am very pleased with the entire experience. We chose Dillon’s because they provided the best quote, and I’ll be honest, I was skeptical at first because their price was significantly lower than their competitors. However, from the moment we selected them as our transportation provider in December, to the moment we returned home in March, I have nothing but positive things to say.

Communication was excellent. Although there were a couple of moments where their internal communication seemed slightly misaligned, particularly during the payment process, every interaction I personally had was handled promptly and professionally. Anytime I reached out with a question, request, or change (whether by phone or email), my request was honored immediately, and I received an updated contract right away.

Our bus arrived on time and was clean and comfortable. Our driver was patient and understanding, especially as we were running behind schedule on our way to Ocean City March 10th. When she picked us up for our return trip, March 13th, she greeted us with a smile, which was a wonderful way to end a long competition day.

I want to give a special shoutout to Darnell. Your professionalism, kindness, and calm demeanor truly made a difference. You helped ease my anxiety when we had to adjust our pickup location and times, twice, and you handled everything with patience and reassurance. I sincerely appreciate your support throughout the process.

I will definitely use Dillon’s again. Their service, communication, and professionalism exceeded my expectations, and I highly recommend them to any school or organization looking for reliable transportation.

Awful service . Avoid it at all costs. The bus never came . I was waiting with a bunch of people standing in -13c for a whole hour . No one was answering no one answered my emails . That have not give me a refund on my ticket and I can’t speak with a representative. I hope this company closes soon . The cheat on people . Don’t ever waste your money for them . I end up paying an uber + the ticket for the bus which never came . I have all the proves and mails with the company. Avoid them .

The bus didn’t show up at Port Bus terminal to take my mom and me to the New Ark airport. No company representative at the terminal. No sign of service cancellation. No email notification from the company on their cancelled services. My 85 year old mom was stressed while I was trying to find out what’s going on. Had to take a taxi to catch up our international flight. No refund from the company: your ticket has been completed. It is our hope that your inquiry has been resolved to your satisfaction. Wow!

Janesville Wisconsin- bad attitude ! The Place for receiving and experiencing a really bad attitude! This mornings staff member is not interested in basic politeness. When I approached with a simple question about not receiving an email or ticket yet being charged - I was treated with disable. Such an unpleasant attitude you have tk take the view it’s her life. She certainly is angry with her company and employer but when you start with such a bad attitude you know it’s about her. It’s sad realky because the drivers and service are great in an industry that has struggled. Replace this woman she can not be part of what is right with your company - date and time: 2 December 2025 6:15 AM

This company put me on a dangerous, nonworking bus. The driver took an unauthorized route, the bus died and a busload of passengers was left to fend for themselves by the side of the Jersey Turnpike. These people put a busload of passengers in serious danger and should not be allowed to operate.

Although customer service was not exactly the worst, our bus arrived over an hour later than what it was listed on the original description. I ended up missing my second bus because the first bus (Coach) came so late

I am very disappointed with how my case was handled. On August 25, 2025, I was overcharged $60 instead of $30 for a single bus ticket at Port Authority. I contacted customer service multiple times and provided all documentation, but after weeks of waiting I was told that “all sales are final” and my case was closed without a refund.

This was not a refund request for a valid ticket - it was a clear billing error caused by your agent. Closing the case without correcting the mistake shows a lack of accountability and poor customer care.

I have since had to dispute the charge with my bank, which should never have been necessary. I hope Coach USA takes this feedback seriously and improves how you handle legitimate overcharge cases in the future.

I booked tickets from PABT to the New York Renaissance Faire via coach usa. I was in line when the bus filled up, closed its doors and left. The ticket agent then left their post, offering no announcement. After about 15 minutes we were told another bus was "probably coming". Ultimately we had to wait another hour and suffer unprofessional conduct by staff before another bus did come. I contacted customer service and was not offered a refund despite the poor service and 75 minute wait despite it being the fault of their poor planning. Why even sell tickets if you're not going to use those numbers to plan how many busses you'll need for that amount of passengers. I would not recommend this bus service for anything time sensitive or that you care about going to. And if you have a bad experience, don't expect customer service to be any help.

I had an awful experience with Coach USA’s Newark Airport Express on July 28, 2025. The bus was late, then broke down, and staff were rude, unhelpful, and dismissive as I nearly missed my international flight—despite arriving 3 hours early. The website gave false payment info, the staff lacked urgency or empathy, and the delays were all internal—not due to traffic or weather. Customer service took over 3 weeks to respond and refused any responsibility or refund. The experience caused immense stress and was handled appallingly. Would never use this service again.

The Coach bus to Newark Airport at Port Authority is impossible to find. Not only is there no signage at all, but also two people (one who works at Coach and one who works at Port Authority) gave me bogus directions. My family missed our bus, necessitating a $150 taxi ride in order to catch our flight. When I called Coach USA, they refused to refund our money. I will call everyday until they cave.

On 06/25/2025. I waited over 1 hour for a bus schedule at 08:37 at Thayer Gate West Point heading to NYC. I had a connection bus (Greyhound) to DC. The bus never came. I ended up riding Uber to a MTA train station and then took the train to NYC. I missed my connection bus.

Called customer service and was told they had a problem with bus operation. However, even on that day just a few minutes before the schedule departure time, I could still buy ticket on coachusa website. There was no indication of cancellation.

The most important part of travel is reliability, in particular a trip with multiple connections. This company has no decency even to notify travelers when their operation is down.

I still doubt this explanation. I was the only one waiting at the bus stop, my guess is that they knew not many passengers, it was not profitable on that day to have bus operated on that route, so they just cancelled.

Have had multiple poor experiences with these buses. Today they overbooked and asked people to volunteer to take another bus. When we asked when the next bus was they said now and slowly changed it to in 15 mins maybe. So no one volunteered and they proceeded to throw a tantrum and threaten that we will not leave till 2 people volunteer. Incompetence on their part and paying customers are expected to accommodate. On our return, the bus was expected at 6:15 pm and we finally left at 7:06 pm. The bus was nearly an hour late and the driver said he can only take 30 customers since there were passengers on board already. Not sure how ticketing is managed. Poor communication and service overall.

Don’t want to give even a single star
Don’t want to give even single star.
Ridiculous service. Taking full advantage of Monopoly. Always cancel busses in morning and evening. And it’s not today - it’s case of everyday. And keep increasing bus fare. Hopeless administration and ripping people and government is also not doing anything.

CoachUSA website indicated bike boxes were $10. Even though I had no other luggage, the driver threatened to not take me to my destination due to the large bike box if I didn't pay him $20. I'm pretty sure he just pocketed the cash. The drivers switched and the other was very professional.

First fire your operations person. Second this is the second time a published bus on the hour from MKE to Ohare was canceled at the last minute. This is a terrible thing to do to travelers who are catching international flights. We had to Uber back home and drive to Ohare to get there in time. We could not wait for the next bus. Even an hour makes a difference. We travel internationally 10 times a year and have used this service for years. Not sure what happened to your company but you lost two loyal customers.

Always late or they change the bus stop randomly never use them

This is my first and last time taking this service. I had trouble booking the tickets and was literally trying to get slow website to load my ticket. The bus driver knew I was late for my job and the network was terrible. After knowing all this she refused to let me on the bus. I begged her to take me and I will continue to book the ticket. But she didn't have any kindness to let me get on the bus. Terrible customer service.

This company is awful! The first driver didn't know the way and got lost in Philly for almost an hour! The second driver had room on her bus but wouldn't let us on with prepaid tickets because she didn't want to make an extra stop. Finally the third driver was late picking us up by 2 hours. It was seriously one thing after another and they were rude to boot. I will never ride with this company again.