Booking process was easy, however the ticket process has me wondering what is the hold up. My payment was taken immediately but the tickets have gone quite. Need to give frequent updates.
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I would have preferred to be advised that the industrial action would impact my train trip. Now I am going to have to look for an alternative. Can I get a refund for my ticket?
Company replied
After many emails, calls and WhatsApp messages we received our HARD tickets last moment. Thanks to an Egyptian employee we received the tickets in our hotel. Beside that, our train seats were in di... See more
Company replied
Sometimes okay, but they lack accountability when the operator they book through fails to provide a good service. The ratings of operators are also misleading as there’s no way to rate them through Bo... See more
Company replied
Company details
Written by the company
We’re all about the journey. We’re a new generation of travelers who expect everything to be a screen tap away, including bus, ferry and train tickets to the world’s best locations. Today’s travelers want to explore the world with confidence. From language barriers, local currency and anxiety over the unknown, traveling can be stressful. Rely on Bookaway for 24/7 support, honest reviews and accurate information about every ride. Bookaway is more than getting from one place to another, it’s about the journey. Enjoy the ride.
Contact info
3.4
Average
5K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 1 month
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Reply from Bookaway
Hi there,
Thank you for your feedback! 😊
We’re glad to hear you found the booking process convenient and our support fast and helpful. ✨
We truly appreciate your support and hope to assist you again on your future travels!
Kind regards,
The Bookaway Team
Terrible service
I keep getting bad experiences with Bookaway:
- First, our shuttle never showed up despite waiting for more than an hour at the meeting point. Not a single email was sent.
- Two of our other trips got cancelled by the shuttle company, while the booking itself was still marked as confirmed on the app, not mentioning that the refund was not automatically triggered.
- The website is not great, but the app is even worse.
- Their AI bot called Taylor was useless.
May 19, 2026
Unprompted review
Reply from Bookaway
Hi Sarah,
We’re very sorry to hear about your experience and understand how frustrating these situations must have been.
Upon checking your first booking from Cancun to Playa del Carmen (BW4702596), we can confirm that once the issue was reported, our support team worked to resolve it immediately with a full refund. Regarding the other bookings, the operator unfortunately informed us that they were unable to approve and operate the trips. As soon as we received this confirmation, full refunds were processed accordingly.
We sincerely regret the inconvenience and impact these changes had on your travel plans. Please know that we take feedback like this very seriously and continue working closely with our operators to improve reliability and avoid similar situations in the future. We will also share your comments regarding the app and communication experience internally for further improvement.
Kind regards,
The Bookaway Team
High service fee
Bookaway charge a high service fee.
In future, I’ll book direct with the bus operator.
January 29, 2026
Reply from Bookaway
Hi Jabeen,
Thank you for taking the time to share your feedback with us — we truly appreciate it. 🙏
When booking through our platform, the pricing may include a service fee that helps support features such as securing seats in advance, offering multiple operator options in one place, providing multilingual customer support, and allowing flexible booking management when available.
While booking directly with an operator may sometimes offer a lower base fare, many travelers choose our platform for the added convenience and support throughout their trip planning experience.
That said, we completely understand your perspective and appreciate your feedback regarding pricing transparency. Comments like yours help us continue improving our service and communication.
Kind regards,
The Bookaway Team
⚠️ SERVICE NOT AS DESCRIBED + SAFETY…
⚠️ SERVICE NOT AS DESCRIBED + SAFETY ISSUES
I booked a bus from Tirana to Kotor through Bookaway. What showed up was a cramped 8-seat van.
I was placed in the front row — two passengers squeezed into a space for one, right next to the driver, with the gear stick blocking any legroom. and so hot by the sun directly. I could’nt sit in a normal position for the entire trip. My carry-on bag was taken from me and stored in the back without prior notice, and I was charged €2 per bag — a fee that was never disclosed at booking.
The van left before the scheduled departure time — I was rushed to board.
Most concerningly: the driver was texting while driving, and the dashboard had multiple warning lights on. This is not acceptable for any paid transport service.
To make things worse, the booking was made through Bookaway, the confirmation came from "Traveling", the waiting office said "Alb-Travel", and the listed operator is "Diamant Travel". No one seems to clearly own this service.
I do not recommend this route or operator. Book elsewhere if you value comfort, transparency, and basic safety.
May 19, 2026
Unprompted review
Reply from Bookaway
Hi Pam,
We’re very sorry to hear about your experience and appreciate you taking the time to share these details with us. Please know that we take feedback regarding comfort and safety very seriously and are reviewing this carefully with the operator involved.
We would also like to clarify that Bookaway works with trusted partners around the world, including Traveling, which manages bookings for certain local operators such as Diamant Travel. This is why you may have seen different company names throughout your journey. The departure location for your booking was East Terminal of Tirana Bus Terminal, as indicated on the booking details.
We understand how this may have caused confusion, and we sincerely apologize for the inconvenience. Our team has already reached out to you privately so we can further review your experience and ensure that your feedback is addressed properly with the operator.
Kind regards,
The Bookaway Team
Very bad service
Very bad service. Our taxi shuttle never turned up. I highly recommend against booking on this unreliable website.
May 18, 2026
Unprompted review
Reply from Bookaway
Hi Chris,
We’re very sorry to hear about your experience and the inconvenience caused by the missed shuttle service.
We have requested additional information regarding your booking so we can review the case further, better understand what happened, and ensure that a fair solution is provided. Kindly reply to our previous request or contact our support team at support@bookaway.com so we can continue assisting you.
Please know that we take situations like this seriously and appreciate you bringing this to our attention.
Kind regards,
The Bookaway Team
I would have preferred to be advised…
I would have preferred to be advised that the industrial action would impact my train trip.
Now I am going to have to look for an alternative.
Can I get a refund for my ticket?
May 15, 2026
Reply from Bookaway
Hi Kym,
Thank you for sharing your feedback, and we understand your concern regarding the possible impact of the industrial action on your train trip.
As per checking, your booking has not yet passed, and there is currently a possibility that union-protected industrial action may affect the service. Unfortunately, situations like this are outside of the operator’s control.
Please rest assured that our team is actively coordinating with the operator and closely monitoring the situation to provide the best available options for affected travelers. We will continue updating you privately as soon as we receive confirmed information regarding your trip and any available alternative options.
We truly appreciate your patience and understanding.
Kind regards,
The Bookaway Team
Website select random available time…
Website select random available time for riding and magically change option when you selected your departure and destination. Bought the wrong ticket by mistake because the website selected another time of the ride and they say the ticket was bought only one day before the departure time so no refund is avilable. The information of the rides at often not met, like pick up point and “free cancellation policy”. Frustration and disappointment. Misleading website and descriptions
May 17, 2026
Unprompted review
Reply from Bookaway
Hi Alberto,
Thank you for sharing your feedback with us. We understand the confusion regarding the booking details and cancellation policy.
Upon checking, your booking was made less than 24 hours before the departure time. While the route did include a free cancellation policy, the request needed to be submitted at least 48 hours before departure in order to qualify, as stated on the website during the booking process. Since the booking was completed within those 48 hours, the ticket was unfortunately no longer eligible for a free cancellation refund.
We would also like to clarify that the website does not randomly change selected travel times. During the booking process, the chosen departure date and time are displayed multiple times for review before payment is completed, and we always encourage travelers to carefully review all booking details before confirming the reservation. Pickup locations are also selected by the customer during booking.
That said, we truly appreciate that you still chose to travel with us by creating a new booking for the correct time. As a goodwill gesture, our team has also reached out to you privately to assist further.
We value your feedback and will continue working to improve the booking experience and clarity of information on our platform.
Kind regards,
The Bookaway Team
Disappointed
First time using Bookaway and they cancelled my booking 10minutes beforehand. I booked well in advance, so they had time to make alternative arrangements. I then had to make last minute plans at a much higher cost. Very disappointed
May 17, 2026
Unprompted review
Reply from Bookaway
Hi Richard,
We’re very sorry to hear about your experience and understand how disappointing this must have been.
Upon checking, your booking was not approved by the operator. We did our best to inform you as quickly as possible once we received this update. Unfortunately, after checking with our local team and the operator, we were not able to secure a suitable alternative for your trip.
Please rest assured that we have already issued a full refund for your booking.
Once again, we sincerely apologize for the inconvenience and the impact this had on your travel plans. We truly did our best to find an alternative solution for you. We take situations like this very seriously and continue working closely with our operators to improve reliability and prevent similar issues in the future.
Kind regards,
The Bookaway Team
Reply from Bookaway
Hi Jerome,
We’ve reviewed your booking and are very sorry for the inconvenience caused by the number of emails you received.
In some cases, updates are sent separately to ensure you don’t miss any important changes regarding your transfer. This is especially important when adjustments are needed, such as when a pickup point is outside the supported area and an alternative needs to be arranged. Our goal is always to keep you fully informed so you don’t miss your trip.
That said, we understand how this can feel overwhelming, and we appreciate your feedback. It will be shared with our team to improve and streamline communication going forward.
Kind regards,
The Bookaway Team
The service was very good
May 14, 2026
Reply from Bookaway
Hi Anders,
Thank you so much for your kind feedback! 😊 We’re really happy to hear that you had a very good experience with our service.
We truly appreciate your support and look forward to helping you again on your future travels! ✨
Kind regards,
The Bookaway Team
Misleading "Full Refund" option
If you can book directly, I would avoid this company due to its sharp practices; they missleadingly advertise a "Full Refund" option, but it does not include their service fee which is not clear when booking, when I asked about this they clarified:
"Please note that the refund issued covers the ticket fare only, and does not include the service fee. The service fee is non-refundable as it covers the booking platform’s processing, handling, and support costs, which are incurred at the time of purchase and are not returned even when a ticket refund is approved. For transparency, when a “full refund” is stated in relation to the ticket, it refers specifically to the ticket for the transport fare paid to the operator, not additional service fees.
We understand your concern regarding pricing clarity, and we are sorry for any misunderstanding this may have caused."
In addition, the first time I contacted them for a refund, they failed to process it and then charged me an additional processing fee, claiming they had refunded the full amount in error.
May 14, 2026
Unprompted review
Reply from Bookaway
Hi there,
We’re sorry to hear about your experience and understand your concerns regarding the refund and service fee process.
We have requested additional information regarding your booking so we can review the case further. However, please note that service fees are non-refundable when the cancellation is requested by the traveler, as stated in the terms and conditions during the booking process. The “full refund” applies to the transport fare paid to the operator and does not include service or processing fees.
These fees help cover external costs such as payment processing, ticketing operations, and customer support services that are already incurred at the time of booking. Please know that these costs are not retained as additional profit and are used to maintain the booking and support infrastructure.
In cases where a booking is canceled by the operator due to unforeseen circumstances, such as operational issues or weather conditions, service fees may also be refunded accordingly.
We appreciate your feedback and will be shared internally as we continue working to improve transparency for our travelers.
Kind regards,
The Bookaway Team
Easy way to book and clientservice was perfect
Easy way to book. I booked a ticket for a ferry but unfortunately I had to cancel. This is all easily to accomplish online. By accident I got a voucher instead of a refund. The client service is really quick in answering and solved my issue directly.
May 14, 2026
Unprompted review
Reply from Bookaway
Hi Maria,
Thank you for your kind feedback! 😊 We’re really happy to hear that you found the booking and cancellation process easy to manage online.
We’re glad our customer support team was able to respond quickly and resolve the issue for you right away. ✨
Hope to assist you again on your future travels!
Kind regards,
The Bookaway Team
I have something problems
I have something problems, but Kate helped me very kindly thank you!
May 14, 2026
Unprompted review
Reply from Bookaway
Hi Juhee,
Thank you so much for your kind feedback! 😊 We’re sorry to hear you experienced some problems, but we’re very happy to know that Kate was able to assist you kindly and help make things better.
We’ll be sure to share your lovely words with her — it will definitely make her day! ✨
Thank you again for your support, and we hope to assist you smoothly on your future travels!
Kind regards,
The Bookaway Team
Reply from Bookaway
Hi Rosatiart,
Thank you for your lovely feedback! 😊 We’re delighted to hear that everything was managed smoothly and quickly for your trip.
We really appreciate your support and look forward to assisting you again on your future travels!
Kind regards,
The Bookaway Team
The agents were supportive and able to…
The agents were supportive and able to satisfactorily resolve an error i made when booking my transportation
My only negative comment would be that communication turnaround times can take more than 72hrs
May 11, 2026
Unprompted review
Reply from Bookaway
Hi Robert,
Thank you for sharing your feedback! 😊 We’re really happy to hear that our support team was able to assist you and help resolve the booking error satisfactorily.
We also truly appreciate your honest feedback regarding the communication turnaround time. While we always aim to respond as quickly as possible, there can occasionally be delays during high-volume periods, and we understand how important timely updates are for travel plans. Your comments will definitely help us continue improving our service. ✨
Thank you again for your patience and support, and we hope to assist you again on your future travels!
Kind regards,
The Bookaway Team
Booking was easy the rest of the trip…
Booking was easy the rest of the trip was crapshow we paid for a minivan and got a sedan the driver had trouble getting my golf clubs in the front seat then he did not have enough fuel for the trip had to stop and fill up with propane then proceed on our way for about 3/4 of hour he then pulled over and said we had not payed enough to get to the resort he needed another $45 to take us on fearing that if we did not agree he would leave us on the side of the road so we quickly agreed and carried on he had no idea where our resort was we were lost and ended up on a side road thinking this was the end we became very nervous we did finally get to the resort after 2 1/2 hours later there were other people that we on the same plane as us in the resort they had been there an hour before us I payed for a return trip not wanting to trust this company we did get someone else to take us back to the airport absolutely do not recommend this company that bookaway has entrusted to fulfill there obligations
May 1, 2026
Unprompted review
Reply from Bookaway
Hi there,
We’re very sorry to hear about your experience, as this is certainly not the standard of service we aim to provide at Bookaway. We understand how stressful and challenging this situation must have been.
We have requested additional information regarding your booking so we can review the case further and ensure that a fair solution is provided. Please rest assured that we take feedback like this very seriously and are carefully investigating the matter together with the operator involved.
We sincerely apologize again for the inconvenience caused and appreciate you bringing this to our attention.
Kind regards,
The Bookaway Team
Good and various
I was able to find all the routes I needed with different time options.
Sometimes the confirmations mail got lost though but the by contacting the service in just less than one hour everything was done and the booking process completed.
May 7, 2026
Reply from Bookaway
Hi Ade,
Thank you for your kind feedback! 😊 We’re really happy to hear that you were able to find all the routes you needed with flexible time options that suited your trip.
We also appreciate you mentioning the issue with the confirmation emails. While we’re sorry for the inconvenience, we’re glad our support team was able to assist you quickly and get everything sorted out in less than an hour. ✨
Your feedback means a lot to us, and we truly look forward to helping you again on your future travels!
Kind regards,
The Bookaway Team
Scam / don't trust
Scam:
- not trustworthy, booked a ride which never took place, operator cancelled last minute because money was not forwarded from bookaway platform
- says 100% refundable but only refunded as voucher, which they make impossible to use
- in some countries, all transportation services are significantly more expensive than booking directly with operator (sometimes 3x the price)
March 25, 2026
Unprompted review
Reply from Bookaway
Hi Michael,
We’re sorry to hear about your experience and understand how frustrating last-minute changes can be. Please note that we are not scammers, and we have requested additional information regarding your booking so we can review the case further and ensure that the refund has been properly processed.
In some cases, especially for short-notice bookings or during busy travel periods, operators may unfortunately be unable to confirm or process tickets in time and may only inform us at the last minute. We sincerely regret the inconvenience this caused to your travel plans, and please rest assured that we take situations like this seriously and continue working closely with operators to help improve reliability moving forward.
Regarding pricing, booking through our platform includes additional benefits such as multi-language customer support and the convenience of managing bookings online in one place. While some direct local bookings may appear cheaper, many travelers choose our platform for the added support and flexibility provided.
Kind regards,
The Bookaway Team
Very bad
Very bad. Avoid this at all costs. No ticket delivery at all and finally cancelled the trip 30 mins before the departure time. Please avoid it.
May 7, 2026
Unprompted review
Reply from Bookaway
Hi Cara,
We’re very sorry to hear about your experience. This is certainly not the kind of service we aim to provide at Bookaway.
We have requested additional information regarding your booking so we can review the case further and ensure that the refund has been properly processed. In rarer cases, due to limited availability and short-notice bookings, operators may unfortunately be unable to confirm or process tickets in time. For this reason, we always recommend booking as early as possible, especially during busy travel periods when routes can fill up quickly.
In this case, the operator might inform us of the cancellation at the last minute. We completely understand how challenging last-minute changes can be and sincerely regret the inconvenience this caused to your travel plans. Please rest assured that we take situations like this seriously and continue working closely with our operators to help improve reliability and avoid similar issues in the future.
Kind regards,
The Bookaway Team
Avoid this company
Ordered and paid for a VIP car and driver for a return trip from Aswan to Abu Simbel. The car that arrived was not as advertised and we were following a tight itinerary so had no choice but to take the car that was supplied. The car was filthy with limited air conditioning and resembled an Egyptian Uber in quality.
While the driver drove safely he did take a detour in both directions through a barren area to avoid checkpoints. On the return journey we were blocked from exiting this area by a group of boys armed with sticks , who had placed large rocks as a barrier. The driver had to pay them to exit.
Not what was ordered and paid for. Unprofessional, unsafe and one has to ask why the driver needed to avoid the check points!
Would advise Bookaway rethink their partnership with Your Bus Transportation.
May 6, 2026
Unprompted review
Reply from Bookaway
Hi Paul,
We’re very sorry to hear about your experience, and we understand how concerning this must have been. This is not the standard of service we aim to provide at Bookaway.
We have requested additional information regarding your booking so we can review this case further, and we appreciate you taking the time to share the details with us. Upon checking, we can confirm that this matter has already been handled by our team, and appropriate action has been taken with the operator.
We also offered a discount for your next trip as a gesture of goodwill. Please rest assured that we have taken this feedback seriously and addressed it directly with the operator to help prevent similar issues in the future.
We truly appreciate your feedback and remain committed to improving the experience for all travelers on our platform.
Kind regards,
The Bookaway Team
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