Travel with Matthew Coach Holidays  Reviews 190

Booked Christmas London/polar express trip on Saturday 11th December. Got on coach in Merthyr to be told we would be changing coaches in Magor services.
Got to London and coach was collecting us again at 5 pm to go to hotel, which was 5 minutes away. 2 hours later still on bus as driver got lost 😞
Sunday morning we headed into London for shopping. This was cut short as driver asked to leave early to check we got to polar express on time. On way another stop for 30 minutes in services. Then driver got lost (again) and asked passengers to use their sat navs!! We nearly missed trip on polar express.
Left polar express at 7.50 pm and suprise! Driver gets lost!
We then get to Magor services where there should have been link buses for people to go to different areas. No buses there and lots of upset families worrying how they would get home. Driver contacted company though no response, so she then contacted other bus services for help.
We then made way back to Pontypridd where we were asked to change bus again!
12.50am I was dropped in Merthyr with my two young grandchildren.
Never again will I do a bus trip !

Returned from the Polar Express trip which I was initially dreading as we recently using TWM for another recent trip which turned out to be an absolute nightmare and awful experience.

I was pleasantly surprised, it was A LOT more organised, both the driver and trip organiser was very personable and so friendly, they put on lovely games and gave out presents and activities for children and we actually got home earlier than expected.

The only slight downside was the bus seats that was assigned to everyone, they had myself and other adults in the group down to sit together, whilst sitting my 6 year old with another family and my 3 year old at the back by himself. The bus driver sorted this out immediately and made sure we was all sat together but I don’t think some of the larger parties on the bus had the same experience and families were separated.

Hopefully TWM can keep up the good work. Although they have redeemed themselves on this particular trip, I would still be cautious when booking further trips with them in the future for myself & would definitely keep an eye on these reviews to see if they continue to improve or slip back into their bad habits.

This company quickly took my money for a trip .. yes they cancelled (November 6th) it but still 7 weeks later still no refund of my money ,,,, excuse after excuse
Had my bank changed
Has my card details changed
Running behind on refund
Refund in progress
Cheque in post
£730 they owe me
No one cares
If you are going to book a trip please pay by credit card not like me on a debit card
Will never trust this company again

Had a great trip to winter wonderland hyde Park London an overnight stay in a lovely hotel then some sightseeing in trafalgar Square before leaving for the polar express which was a magical experience for myself and my family would highly recommend an all round brilliant trip well done twm

Inadequate and appalling service. 1 star is a generous offer.

The company is running before it can walk in the attempt to take advantage of the "staycation boom".

Complaints are numerous:-

No organisation.

GDPR violation-personal information was emailed to wrong address.

No itinerary.

Lies, excuses and poor customer service. "Itinerary is in the post" "Box office won't take our calls, we can only email" "We'll refund you the difference" "We swapped the hotel like for like" " We don't provide an itinerary"

Show tickets that didn't have seats, only 'perches'.

Swapped accommodation for a hotel much lower in standard. Saying that "people have different standards" and that there's nothing wrong with the hotel. Nobody likes a crunchy mattress.

No call back as promised.
No refund as promised.

One of the newly appointed team members that will save the day thinks that adding "love" to the end of every sentence will endear the customer into accepting their excuses.

£20 discount off a future booking between 4 passengers and lengthy long winded, desperate grovelling letter is not indicative of a company that is "doing all we can to improve things"

I've given 1* it was a fabulous 5* trip....UNTIL return journey home. Total chaos re: feeder buses, no clue how to organize liaising various trips for the onward journeys home. One family had been on the coach waiting 3+ hours, that is NOT acceptable. I will NOT be booking again.

Went with TWM to Polar Express in Devon. Great day out. The bus trip down was full of fun and games for the kids.. it was well organised.
I've been on a few trip run with TWM and it's always been brilliant.

Went on a Day trip to Birmingham today with TWM, it was faultless! I think the whole bus will agree it was a great trip, pick up was on time 7am brynmawr, straight down to the services, arrived at Birmingham at 9.30. Driver was great! Friendly, funny and his partner was a good quiz and bingo host. We left Birmingham at 5pm and was home at 7pm.
Couldn’t fault the trip at all and for the money it was well worth it!

WORST TRAVEL COMPANY EVER!!! They are a disgrace to coach holiday companies. They take your money, 9 times out of 10 will cancel your trip, refuse to refund (if you’re very lucky you might have a credit note), my sister went to Mama Mia in London after multiple cancelled trips, they had paid for their tickets via TWM and when they arrived no tickets had been purchased for them. How are they still trading????

Went on trip with travel with matthew on Sunday 28th to Birmingham had an excellent day went on keepings coach the driver was gavin and his wife Lee host they were excellent really made it a great day left Birmingham at 5 was in house by 8pm. We going to cadbury World with them on 12th December looking forward to it

Nightmare trip to Bath almost 4.5 hours on the bus. Way too many pickups. No organisation at all. Will never use travel with Matthew again. Does not care about his customers at all. He deletes your messages off FB.
I wouldn't give his company one star.

Went on a day trip, only 2 pick ups on route which was very reasonable. The journey was fun with bingo and a quiz. I think they have acknowledged the old reviews, listened to feedback and changed the pickups to reduce travelling time. I certainly had no complaints. I will definitely travel with them again

Had a great shopping trip to Cheltenham yesterday ( 28/11/2021). Feeder coach picked us up dead on time from Tonypandy where we then joined the main coach in Nantgarw.The main man (Matthew) joined us on our trip and hosted a fun christmas quiz and bingo, he brought round chocolates and lovely christmas music was played. Great friendly atmosphere on the coach both ways! Watched MamaMia on the way home which people were singing along to! Departed Cheltenham on time and the feeder bus was waiting in Nantgarw to bring us back to Pandy. Thanks to Lewis our driver who was also great. Cheers Matthew and Lewis for a lovely trip, just what we needed after missing out last year! Will definately book with TWM again.

Omg how i wish id read these reviews before our trip!!! No itinerary although I contacted them every day of the week regarding this as i had a video appointment and needed to know check out time for Hotel even spoke to hotel and assured by both check out 10. 30 also checked with bus driver and was told the same. Only on return to coach and be told we needed to be on the coach 9.30 am and id have to take video appt on bus!!! SO RANG TRAVEL WITH MATTHEW spoke to lianne who had disgusting customer service skills who literally suggested that i wanted tge whole but to leave according to my issues. NO I WANTED THEM TO STAY TRUE TO ORIGINAL TIME. SHAME ON YOU HIGHLY NOT RECOMMENDED

Went to Chester Liverpool there was no organisation qnd they keep on moving the goal post
On the way back home travel with marthew told me to get off the bus at ponty and said they pay for the taxi home not it cost me 30 pounds qnd still waiting for the refund

Day trip to Bath, what a nightmare, doesn't even deserve one star, all bad reviews taken off Facebook, A journey of four and half hours which should have only taken one and half hours, pick ups not organised professionally, road closure in Bath which company should have checked on, as this was closed six weeks ago (no forward planning) company don't like the truth, been promised a call back but don;t suppose this will happen, I would never travel again with them, a total waste of money and waste of a day

Firstly our trip was cancelled 1 week earlier, so we accepted an alternative Birmingham and Chester. Waiting at pick up point only to be called by driver , he was waiting at another pick up point !! Ok we set off on a lovely warm modern bus to change at Magor Services. Here we were told to get off the bus to get on another!! ok New bus arrived over half an hour later but now we have to wait a further half an hour for the driver to take a break !! We finally set of freezing in an old battered bus .We arrive at our destination about an hour late!! After an afternoon shopping we are picked up to go to our hotel The Hilton Metropole Birmingham, looks impressive But it was Freezing !! only a small and I mean tiny air blowing heater in the room .Would never stay here again !! Return journey arrive at Magor Services to change bus again we were told that the other bus was held up in traffic !! Sounds familiar More Excuses!! We are then told that it could be 40 - 60 mins !! We are all Freezing and fed up at this point . Our lady driver and young assistant were lovely they did their jobs well but the Organisers should all be sacked . Timings are all to pot !! Don’t waste your money !! Won’t use this company again .

Doesn't even deserve a 1 star absolutely shocking trip to Bath!!! No organisation what so ever.
Pick up was meant to be 8am but was 20mins late as the driver couldn't find us at the pick up point that was arranged. Not sure what pick ups points the driver was following?
Toilet on the bus was out of order but this too was not stated on the confirmation.
No organisattor on the bus as this was left to front seat passenger's.
When we arrived there the driver wanted to park around 20 mins away from town centre and expect everyone to get off the bus and catch a park and ride bus then into town because she didn't know where to stop in the town, even though there was loads of bus drop offs.
Absolutely no organisation, the drop off point should have been organised before the trip!!
I had payed to be picked up in porth and then got dropped off in merthyr !!!
This was to favorotise other passengers that didn't want to go from ponty to porth and then to merthyr!!! This is not acceptable as I was not told at any point that the drop off would add to my journey, you can't change a drop off point on the way home to suite others and then expect them to be taken by a feeder bus back down from merthyr to pontypridd and through to porth absolutely shocking driver.
This is the first and last time I will be booking with Travel by Matthew and I will also be telling friends and family the same not to book in their new store in Treorchy as shocking service.
Will be sticking with Edwards in future

Just returned from a trip to Bath. Took over 4hrs to get there due to unnecessary pick ups, feeder coaches needed. No organisation on coach, reps needed, everything left to driver and customers, coach used was Keepings and the driver, Kelly, was lovely though, felt sorry for her with all the complaints.
Travel with Matthew deleting negative comments from Facebook to make them look good, far from it!
Literally couldn't organise a p**s up in a brewery!
Unfortunately company too big to quick and customer service shocking!
Avoid booking with Travel with Matthew

No communication
Bad service
Cancels trips but keeps money
Trips does run have loads complaint due poor service
Attitude on owner matthew disgusting
Deleted bad review on facebook to make himself look better

Please avoid avoid avoid

Most customer who have dealt with this company over last tweleve months dissatisfied

He in it for the money not the servide and promise you will be out pocket or unhappy if you waste you money bpoking or using his service