Whilst I don't find the zeelo app to be as functional as the Kura app that my son's school used last year to book his school travel, I was, however, lucky enough to be spoken to by Ann yesterday. She... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Really poor customer service, waiting over 2 hours for someone to speak to and im still waiting. Almost as bad as evri for customer care. After waiting they responded to my review and once I spoke... See more
Company replied
Terry helped me sorting out incorrectly setup account issue. Much appreicated.
Company replied
I am a regular commuter on the St Albans to Hatfield route, and I want to give my highest praise to our driver, Tony. Taking the Zeelo bus driven by Tony is always a reliable and happy experience... See more
Company replied
Company details
Written by the company
Zeelo is a bus-sharing company, providing transportation services for commuting, school runs and events; bookable via a mobile app
Contact info
110 Clifton Street, EC2A 4HT, London, United Kingdom
- 0330 808 3306
- contact@zeelo.co
- zeelo.co
4.0
Great
1K reviews
Replied to 94% of negative reviews
Typically replies within 1 week
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New term booking always fails
For the new summer term, again, I'm unable to make a booking online. The app and website keep giving me an error that I have already purchased the pass, but I have not. What I had purchased was a pass for the last term.
I get this error every single term.
Customer care is non existent, the AI bot doesn't help
April 13, 2026
Unprompted review
Reply from Zeelo
Hello
Thank you for your feedback, and we’re sorry to hear about the issues you experienced when trying to make your booking.
We have reviewed your account and can confirm that the "Summer Term" pass has now been successfully purchased. We understand how frustrating it can be to encounter errors during the booking process, and we apologise for the inconvenience caused.
If you experience any difficulties in the future, our Customer Care team is here to help and can be contacted via live chat, email at contact@zeelo.co, or by telephone on 0330 808 3306
Thank you
Team Zeelo
Underage unattended drop off
Several incidents where the driver arrived earlier than scheduled and dropped off underage child unattended.
February 23, 2026
Unprompted review
Reply from Zeelo
Good afternoon
Thank you for taking the time to provide your feedback via Trustpilot.
We have reached out to you directly and would appreciate it if you could respond to the team with the specific dates and times of the incidents referenced, together with any additional details that may assist us in reviewing the matter thoroughly.
Please be assured that we treat all safeguarding-related concerns with the utmost seriousness. In order to properly assess and address the points you have raised, we require further information so that a full review can be conducted.
We look forward to your response.
Team Zeelo
Zeelo
Zeelo – this is unacceptable.
Today, before school finishing time, we received a notification stating that our daughter had not boarded the bus home. This was incorrect. After waiting in your so-called “emergency” call queue for around five minutes, we were eventually told this was a system failure and that we “shouldn’t worry”.
We pay over £2,000 per year for this service — more than the previous provider — yet since Zeelo took over we have experienced repeated failures in tracking and notification. Parents have spent hours trying to establish whether their children are safe. That is not the service we are paying for.
This is particularly serious because these are young schoolgirls, and they are not permitted to carry mobile phones under school policy — one of the reasons we chose the school in the first place. When your system fails, parents have no independent way to confirm where their child is or whether they are safe.
This system exists for safeguarding, not convenience. Intermittent failures are worse than constant ones: they create panic, uncertainty, and force parents into unnecessary “rescue mode” when nothing is actually wrong — or worse, when something might be.
We know we are not the only families affected. Parents are repeatedly fobbed off, and nothing materially improves.
If Zeelo cannot deliver reliable, accurate, real-time information, parents will rightly question whether to continue using — or paying for — this service next year. Given the repeated failure to meet contractual expectations, some form of fee reduction or compensation would also be entirely reasonable.
Please take this seriously. Children’s safety must not be compromised by constant IT issues.
February 9, 2026
Unprompted review
Reply from Zeelo
Good afternoon
Thank you for taking the time to leave feedback on Trustpilot. We’re very sorry for the incorrect notification you received and for the distress and inconvenience. We fully understand how concerning this situation would have been and apologise for any concerns this would have caused.
While we have live tracking systems in place to monitor journeys to ensure services are tracked as efficiently as possible, and with training also provided to all drivers by our partner operators; there are still unfortunately factors outside of our direct control that can occasionally impact tracking and notifications, including signal issues and driver interaction with the system. On this occasion, the issue was identified as human error relating to the driver.
Following your earlier conversation with management, this matter has been formally raised and will be monitored closely to ensure no further issues occur. Your feedback has also been reviewed as part of this process.
Please be assured that journeys are actively monitored, and should any issues arise during a service, appropriate communication would be issued. Safeguarding remains our highest priority, and we appreciate you bringing this matter to our attention.
Thank you
Team Zeelo
Really poor customer service but made up for it by telephone
Really poor customer service, waiting over 2 hours for someone to speak to and im still waiting. Almost as bad as evri for customer care.
After waiting they responded to my review and once I spoke to someone via telephone they were fantastic and very helpful.
January 19, 2026
Unprompted review
Reply from Zeelo
Good afternoon
Thank you for taking the time to leave feedback via Trustpilot.
We are sorry to hear about your experience. At present, we are not experiencing any call queues and have several members of staff available to assist. To ensure you are able to reach us without delay, please check that you are contacting us using the correct telephone number, which has been provided for your reference.
UK - 03308083306
US - +1 716 575 2271
Thank you
Team Zeelo
Would not reccommend
Rubbish App, bad service, I wish we had another option! You cannot speak to anyone; there is no phone number. No one responds to the live chat. Zero flexibility when trying to book a school service. When they respond via email, it is days after any enquiry. We needed an option for a half-term school pass as we are hopefully moving house and need transport till that happens, the only option is to book for the full term, which means we will be paying for a service we won't use for most of it. The situation is stressful enough as it is. If I had any other options, I would use them! But we don't. The app wouldn't let me set up a direct debit, so I had to pay £600.00 in one go. The app lags and doesn't update properly; it constantly fails to record that our child was on the bus, confusing, and I had to keep track of him via a third-party tracking app to make sure he was safe.
January 3, 2026
Unprompted review
Reply from Zeelo
Hello Alice
Thank you for taking the time to share your feedback with us via Trustpilot.
We’re very sorry to hear about your experience and understand how stressful this situation has been, particularly when arranging transport for your child during an already unsettled time.
Our team has already responded directly to you to outline the specific options currently available for the school in question. We appreciate that, in this instance, these options do not meet your requirements, and we’re sorry for the disappointment this has caused.
Regarding tracking, if you experience any issues, please do reach out to our support team. A tracking link is issued for each individual journey, and when using this link you should be able to track the service as normal. Our team will be happy to investigate further if this is not working as expected.
We’re sorry that your overall experience has not met expectations. Should you wish to discuss your concerns further, our team is available on 03308083306, and we would welcome the opportunity to assist where possible
Thank you
Team Zeelo
Ann was absolutely brilliant at getting…
Ann was absolutely brilliant at getting my stop and changing it . Very efficient and quick . Thank you !
January 1, 2026
Unprompted review
Reply from Zeelo
Hello Bella
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Excellent customer service
My daughter passed her driving test a few weeks after signing up Zeelo for her travel to and from college. I had to sign up for the full college year and was expecting a bit of a nightmare to cancel, but communication was great, a lady called Ann was particularly helpful and in my opinion went over and above what I was expecting to help sort the cancellation out. Excellent customer service.
December 18, 2025
Unprompted review
Reply from Zeelo
Hello Nick
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Do not refund your left over rides I…
Do not refund your left over rides I have 55 for my daughter, cancelled collage days due to teacher absences etc, rides do not carry over it's a rip off, how can they take your money and not provided a refund when the rides are left over or even carry them over after all they are paid for. Somebody in that company is making a lot of money !?
November 14, 2025
Unprompted review
Reply from Zeelo
Hello Dominique
Thank you for taking the time to share your feedback with us via Trustpilot.
We’d like to clarify how our passes work for this specific school. The service referenced is a term-based pass, not a ride bundle. These passes allow travel on a set number of days per week during the college term and are allocated as credits for use within that term only.
As term passes are time-limited products, any unused credits expire at the end of the term and do not carry over. To continue using the service in a new term, a new pass is required. This is outlined as part of the pass conditions at the point of purchase.
If you would like any further clarity or wish to discuss this further please do reach out to our Customer Care team who will be happy to assist.
Thank you
Team Zeelo
My daughter has been using Zeelo for…
My daughter has been using Zeelo for over a year to get to college and is repeatedly late. She is late arriving and returning and arriving home. It takes her over 2 hours each way, completely unacceptable. I've complained so many times and they just say they are looking into it. But nothing changes
November 26, 2025
Unprompted review
Reply from Zeelo
Hello Nicola
Thank you for taking the time to share your feedback, and for submitting your comments on Trustpilot.
I can see that your concerns have been raised previously and reviewed with both the operator and the school. We have also notified you of adjustments made to the timetable in response to these issues. Please note that any route or timetable changes require a full operational review to ensure they are safe, practical, and sustainable, which can mean they take some time to implement.
We appreciate your patience and understand how frustrating ongoing delays can be. Your feedback is important to us, and we will continue to monitor the service closely to identify any further improvements.
Thank you
Team Zeelo
Many thanks to Ann for clearing up my…
Many thanks to Ann for clearing up my booking issue and providing a solution for the future.
November 24, 2025
Unprompted review
Reply from Zeelo
Hello Deb
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
On the route from Hull to Tesco Goole
On the route from Hull to Tesco Goole, it's a disaster. It's very cold on the buses. The temperature is similar to outside.
November 21, 2025
Unprompted review
Reply from Zeelo
Hello Dawid
Thank you for taking the time to leave your feedback on Trustpilot.
Due to the recent adverse weather conditions, the temperature on board can sometimes be affected, and it can be challenging to maintain a level that keeps all passengers comfortable. If at any point during your journey you feel uncomfortable, please contact our Customer Care team or speak to one of our friendly drivers, who will be happy to assist.
We appreciate you bringing this to our attention and value your continued support.
Team Zeelo
I am a regular commuter on the St…
I am a regular commuter on the St Albans to Hatfield route, and I want to give my highest praise to our driver, Tony.
Taking the Zeelo bus driven by Tony is always a reliable and happy experience. He is consistently professional, courteous, and ensures every journey is safe and on time. Knowing Tony is behind the wheel makes my daily commute worry-free.
I'm glad you have invaluable employees like him.
November 10, 2025
Unprompted review
Reply from Zeelo
Hello Carol
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Tony.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Brilliant customer service from Ann…
Brilliant customer service from Ann today to resolve a complicated set up issue that I was having with my account. Thank you.
November 6, 2025
Unprompted review
Reply from Zeelo
Hello Suzanne
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Website sucks and is very buggy
Website sucks and is very buggy, the anus head who made the website forgot to add simple AM and PM to time to prevent confusion, their website has no means of customer feedback hence why I'm here, and worst of all their coaches have no air con or openable windows so god forbid you have a long journey. stay away if you can absolute garbage
November 3, 2025
Unprompted review
Brilliant customer service by Terry…
Brilliant customer service by Terry today.
October 31, 2025
Unprompted review
Reply from Zeelo
Hello Chris
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Terry.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
The worst bus service
The worst bus service. Buses go missing, don't turn up on time. I have had them just disappear with no updates, and then when I ask for refund and provide clear evidence they refuse the refunds. Have spent so much money on taxis and buying new train tickets due to their incredibly poor service and communication.
October 28, 2025
Unprompted review
Reply from Zeelo
Hello
Thank you for your feedback, and we’re very sorry to hear about the issues you’ve experienced.
Our team has explained the process regarding onward and third-party travel on several occasions. Unfortunately, we’re unable to authorise refunds for additional transport such as taxis or trains that have been arranged independently and without prior agreement.
Please be assured that if there is ever an issue with our own service, we will either arrange alternative transport for you or make pre-agreed arrangements directly with affected riders.
Thanks
Team Zeelo
Nightmare with booking, pointless messaging system, not flexible
Extremely disappointed with Zeelo. Booking a ride is a nightmare, both the app and website are painfully slow and crash constantly. It can take 30+ minutes just to book, and even longer to make changes. Notifications about delays are laughably late; I got a message saying the bus would be 25 minutes late 28 minutes after its scheduled arrival. The bus actually showed up 52 minutes late. Feels like their servers are running from a shed, or maybe the Moon. Was unable to change the booking due to website constantly crushing, the driver won't let me in even having plenty of available seats. If I had a choice, I would never use it again. Zeelo makes commuting a really unpleasant experience.
October 29, 2025
Unprompted review
Reply from Zeelo
Hello
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about the difficulties you experienced when using our app and website. We completely understand how frustrating this must have been and apologise for the inconvenience caused.
We’ve reviewed your details but couldn’t find any record of you reaching out to our support team regarding these issues. If you’re still encountering problems, please don’t hesitate to contact us directly so we can look into this for you and provide further assistance.
Thank you
Team Zeelo
I had to request a refund as my son was…
I had to request a refund as my son was given a bursary for his transport.
I cannot fault the service I received each time I phoned. The staff were so helpful.
Today I spoke to a lovely lady called Ann who not only arranged for the refund but went on to book my son on his bus up until December. It’s so refreshing to speak to a customer service team and have everything dealt with quickly and effectively. Thank you again Ann
October 24, 2025
Unprompted review
Reply from Zeelo
Hello Chris
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
We worked with Ann on a issue we were…
We worked with Ann on a issue we were trying to resolve involving billing. They were able to consistently communicate with us during the process and ultimately were able to get us all taken care of. We were very happy with the level of customer service.
October 22, 2025
Unprompted review
Reply from Zeelo
Hello Ron
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
very poor contact details
very poor contact details. My son bus is often full and he cant get to college, no email to reach out to just an "AI chatbot" that clearly isn't AI as it doesn't answer your question then freezes!
October 14, 2025
Unprompted review
Reply from Zeelo
Hello Simon
Thank you for taking the time to share your feedback.
We’re sorry to hear about your recent experience and understand how frustrating it must be when your son is unable to board due to a full shuttle. We genuinely appreciate you bringing this to our attention.
Please be assured that all of our contact information can be found directly within the app and on our website, including access to live support. In addition, we have reached out to you directly through this platform should you wish to respond, our team is ready to assist you.
Alternatively, if you’d prefer to get in touch via email, you’re welcome to contact us at contact@zeelo.co , and we’ll do our best to resolve the issue promptly.
We value your feedback and are committed to improving your experience.
Thanks
Team Zeelo
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