The Coach Hire People Reviews 

We hired a minibus to bring 19 guests, including very close family from Kent to London for our wedding (cost c. £1100). The driver arrived 2 hours late. He told our guests that he had accidentally overslept. Our wedding was delayed by an hour.
The mid evening return journey went smoothly.
Our original complaint, sent when we returned from honeymoon, was mislaid. When I chased a week later, we received a response which I found rather naive and complacent, not recognising the distress the delay had caused to us and our guests.
When I responded in a robust but not rude manner, the Director (Lee Hunt) intervened, challenging me for being rude to his young member of staff, referring to them by their first name and telling me they were just over 16 years old. (There was nothing in the email to identify them as a trainee. This raised a question for me about the sort of organisation that leaves customer relations in the hands of a 16 year old and fails to identify them as a trainee?)
Mr Hunt summarily withdrew the offer of a paltry refund of £75 because of the tone of my e-mail and also because I complained outside the timescale of 5 days. I raised my initial complaint after 10 days; we had been on honeymoon.
We found the complaints process to be opaque and the decision-making capricious.
Do not use this company. They are complacent and self-satisfied, not at all interested in improving customer experience.

This company does not even deserve 1 star. They are not truthful. Very unsympathetic and uncaring. Once you pay, they never refund even if the service was not provided and they are at fault. They hide under some small print terms and conditions so please beware!!!

They were hired to ferry 85 people from my daughter's church wedding on Brompton road West London to the reception venue in Mayfair West London. This is a 10 minute journey at a cost of £995, which was paid. After waiting over half an hour with no explanation for not showing up, and no answer from the driver whose number we were given to call, we got through to the owner/manager who only then explained that the coach was running late due to pre planned closures on the M25 which they say they were aware of and made adequate plans for. After waiting 45 mins, we let them know we can no longer wait and made alternative arrarrangements at our own cost. We will therefore no longer be at the venue or need their services. We will also be asking for a refund. When we contacted them after the event, they said despite the fact that we told them we could no longer wait and we were going to make alternative arrangements, the coach still went to the venue 1 hour late and so we were not due for a refund as they were covered for this failure under their terms and conditions. They felt it was a gesture of goodwill on their own part to offer us £100 as compensation. Take it or leave it. !!! We were passed to to their absolutely cold and unsympathetic customer rep who was not prepared to listen or understand that we did not only not receive the service, but we also incurred additional charges to make alternative arrangements. They had fore knowledge of the M25 closures and could have made adequate arrangements to arrive in good time. They could also have warned us that this was a possibility so we had the option to make alternative arrangements earlier. They could have contacted us to let us know they were running late, but we had to do the contact!!! This is absolutely a disgusting way to treat clients on one of the most important days of their lives. They now robbed salt on the injury by offering a stupid amount as compensation with no room for negotiation!!! I never leave bad reviews but I felt I had to on this occasion. I refused their rude offer of £100 compensation. A good apology, care and consideration for clients feelings and convenience is the key to customer service. Profit is not everything. You did not provide the £995 service , you took our money and you told us to buzz off if we are not happy with a £100 refund 🙄. Where is the Justice in that????

Lee was extremely professional and provided excellent service to us.

Fantastic!!! Lee was an amazing help and got me the perfect coach for our trip, the coach was amazing, clean and had a working toilet which was a bonus!
Mr Siva our driver was an absolute Legend!! He made the drive down really fun and was simply a lovely man.
I highly recommend and booked for next year too! Thank you for making our day perfect!

***UPDATE
Since they replied that they sent me an email offering compensation and a future discount and I should check my email.

NO SUCH EMAIL EXISTS. I KINDLY ASKED THEM TO RESEND THIS EMAIL AND IT NEVER ARRIVED, EMAILED THEM EVERYDAY FOR 1 WEEK AND NO RESPONSE.

USE THEM AT YOUR OWN RISK

Only positive thing is that we had a really good driver.

Communication leading up to the day we hired the vehicle was great. However they failed to mention that we would have 2 vehicles and 2 drivers on the day instead of standard 24 seater minibus.

Journey was great until car started failing on the motorway struggling to go up hill. Luckily our driver acted quickly got us into the hard shoulder and managed to come off at services.

Turns out oil alert light came on and car wouldn't start. The driver tried his best and brought oil to fix the vehicle. Surely a vehicle hired for a long journey would have had general maintenance but clearly not.

After delay of 45 minutes we were back on the road. It was clear straight away that the vehicle was not going to make the 1 hour journey home.

Came off the motorway again and the car has smoke coming out of it and finally broke down.

Took another hour before replacement vehicle was sent and we were back on the road.

We will use them for future journeys.

I recently went on a one-day trip to London. Booking with this company was really efficient, easy and quick, Lee Dean and their team were really helpful. The driver arrived exactly on time at the meeting point with an absolutely spotless coach which was as described. Thanks a lot to all the team, will definitely be booking with this company again, Thanks a lot!
FIVE STARS

Very friendly, good communication and the coaches we used were on time and very clean.
We hire many coaches for different events and will definitely be using this company again.

The coach hire people helped our group out at last minute as we were let down by another company. The price was great and the communication for their sales team was lovely. The mininis was clean and driver was gelpful. Thank you

Lee was very helpful in helping me arrange a bus hire! He also offered very decent prices for the bus! Would be in touch again!

I booked this company at quite late notice and was very pleased that they were able to accommodate me and my skating team. The time advised to allow for the journey was spot on. The coach driver Ziaul was prompt and polite and even managed to collect us a hour earlier than our planned return time on my request. The communication for instructions with owners of the company, Dean and Lee, were clear and helpful. I would not hesitate to use this company based on my experience. Thank you

Pro:
- Responsive
- Everything is black and white written on emails
- Clear explanation for my questions
- Reasonable Price
- On-Time
- Good Attitude

My company needed several coaches to travel within London and also between different cities. Tried to get quotations from 10 different coach companies months before, but only half of them replied. At last, we decided to use Coach Hire People; it was because their replies were prompt even I got so many complicated questions. Dean helped to ease most of my concerns and gave me a feeling that they are a reliable company. Of cuz price also matters, their price is reasonable and it was one of the reasons that affected our final decision. On the days of the service, coaches were on time but my crew got an extra long queue at the airport customs. The driver was helpful and provided good communication and attitude during the wait.

Con:
The staff at the office forgot to send out the driver and car info the night before; but got it sorted out after calling their hotline.

The service is really appreciated. Will choose them again.

Excellent communication from Lee, Dean & the team. Was kept up to date from my original email through to journey day. Coach was clean & exactly as described. Driver was approachable and friendly. Would definitely recommend and will be using The Coach Hire People again for future trips!

First time using The Coach Hire People and the experience was first class, from ease of booking right through to pick up and drop off, everything ran smoothly. Polite and courteous driver. Will definitely be using this company again.

I work for a language school and had 29 young students who needed to get to Gatwick. We had under 10 hours to find a coach! I requested a quote from the coach hire people and they called me back within 20 minutes!! Lee made every effort to help me and he had to rearrange a few things to fit us in which we was extremely grateful for! The coach arrived on time at 2am and the group of students made there flight and arrived in comfort! Lee was extremely helpful and kind and they made such an effort to help me, they made the whole process stress free and i can not thank Lee and the team for all their help!

I would highly recommend the company to anyone, from initial help whilst I was making enquiries and booking and finally today the service that Mark the driver provided was second to none and the travellers have said that they would indeed use this service next time, in particular Mark.

All in all a great service was provided from beginning to end

Everythign went smoothly and as booked. Communication was great with both the team in Belgium and in the UK. No hiccups at all and would recommened to anyone who needs a coach and doesn't know where to start!

We had a pleasant journey with the Coach Hire People. Communication was good throughout the process. Bus was clean and nice. Driver was very friendly and managed difficult situations very well.

Amazing service from the booking, to the drivers turning up early, really friendly and no problem with the journey at all. Would defo use again and recommend this company to anyone. Thankyou so much for the smooth running to the biggest part of my daughters hen do.

Eddie the driver was a brilliant driver, such a smooth journey buty ways.

He was so friendly and caring. One of our brownies was feeling ill and he offers an ice cold drink and some chocolate.

He just went above and beyond all day.

The coach was lovely and clean. Will use again with out doubt

Absolute shambles of a company.

Booked a 4 day return trip to Newquay from Surrey. The coach and coach driver turned up at the agreed meet point & refused to take us on the day and just drove off. When questioned, he said he felt 'intimidated'. This was a complete nonsense, as he had not spoken to any of us. He then made up a bunch of lies about what he said he saw at the pick up point, and argued about the agreed meet up time (which was non-sensical, as he had not even arrived at the time he claimed we were meant to meet) as a reason to not take us.
We had to waste time calling every other coach company in the local area, before having the stress of finding alternative transport at great cost, by cab and train. This was also the case for the return journey we had booked, which the company refused to honour as well, even though it was on a future date.
The company were unwilling to send another coach or another driver, even though we had a clear record of written communications over what had been agreed on the booking.
We have had to struggle to get the money that we paid back, and the company are unwilling to offer any sort of compensation for either the inconvenience suffered, and the lack of morality of the company employee.
What kind of company just leaves people stranded at the start of a 4 day trip, despite turning up? What are they meant to do? More importantly, what kind of company shows absolutely zero remorse for doing so either?
Stay away from this company at all costs.