CharterUP Omdömen 1 031

What an amazing experience. This is my third time booking with Charter Up and each time is wonderful. They are reliable, professional and courteous.

Easy to book good app drivers professional arrived on time. Will use the service again.

The driver was probably the best I have ever had. Such a smooth ride. He was very helpfull to all. Polite, well spoken, on time. He helped everyone with packages and even walkers.

It is very nice to have a one-stop shop to reserve buses! We really appreciate how easy it is to make a reservation and for the wonderful customer service! We have used ChartUp for a handful of events and we plan on continuing to use them for our transportation needs.

Our initial dissatisfaction was the fact that the driver did not speak English. Directions and instructions had to be explained by text message which was difficult in the pickup at our company's secured and complicated complex. Also, we have used CharterUp several times always satisfied except for the fact that the driver never has the instructions on how to use the radio or connect music to the speakers.

The driver was very careful & on time with each destination. He was excellent !

So responsive throughout the booking process. Easy to use. Great communication. The bus drivers were on time. I loved that I could include people to receive notifications and updates

I am extremely disappointed with my experience with this charter company. Our school booked transportation for a student field trip and were clearly told during the booking process that there would be no cancellation fee if plans changed. We were not even charged for the reservation.

Unfortunately, when circumstances required us to cancel, we were suddenly informed that a cancellation fee would still be charged. This fee will now come directly out of our school’s budget. As a Title I school, our funds are extremely limited and intended to support students and learning opportunities, not unexpected charges that contradict what we were originally told.

Clear and transparent policies are critical when schools are planning trips and managing tight budgets. Had we been told upfront that a cancellation fee would apply, we would have planned differently. It states it in their T&C; however, the person I spoke to said not to worry about it, just cancel.

It is very disappointing to see a company place an unexpected financial burden on a school that is working hard to provide meaningful experiences for its students.

I hope the company reevaluates how it communicates its policies to schools in the future so other educators do not experience the same situation.

From my perspective, there’s a large issue with the company’s model. The organization chooses to act as a middleman between schools and transportation providers, but refuses to assume any responsibility that comes with that role. They did not stay on top of your providers, ensuring consistent service, and proactively communicating when there are issues. There were 2 incidents where our school was left stranded before field trips and told it was a “maintenance and staffing issue”. They refused to assume responsibility of lost costs at the various museums and tours. When the oversight does not happen, schools like mine are the ones left scrambling — and our students are the ones who pay the price.

Being told that the provider failed to notify you did not lessen the impact on us. It reinforces my concern that there is a lack of oversight and accountability in your system. We did not contract with an unknown operator — we contracted with Charter Up. It is not reasonable for schools to absorb the consequences of staffing failures, mechanical failures, and breakdowns in communication between them and their vendors.

Additionally, I was deeply disappointed in the professionalism of the interaction when we did try to find out about our bus. After 27 minutes on hold, Charter Up began searching for our bus and trying to reissue a replacement rather than initiating as soon as the company realized the bus was not able. The tone and manner in which this was handled felt dismissive and, frankly, rude. During an already stressful situation involving children and logistics, that response only compounded the frustration.
There was no meaningful attempt by anyone at CharterUP to make this situation better.

Ideal customer service in this situation would have been showing up. When transportation for children fails, especially for a school group, the first expectation is accountability and presence.

If showing up was not possible, the second-tier response should have been clear ownership and proactive problem-solving — something along the lines of:

“You focus on safely managing your students and communicating with families. We will immediately contact Moody Gardens to attempt to secure a new date and coordinate bus service. We’ll update you within X timeframe.”

Instead, I was met with long holds, shifting explanations, unconfident and at times untruthful messaging, and ultimately no solutions. There was no clear plan, no advocacy on our behalf, and no evidence that anyone was actively working to repair the situation in real time. As a school responsible for children’s safety, that is unacceptable.

When a company chooses to operate as a marketplace middleman, it assumes the responsibility of managing its providers and ensuring consistent delivery. The marketplace model does not absolve CharterUP of accountability — it increases the expectation that you actively oversee, intervene, and solve when failures occur. That did not happen here.

Alful service

Do Not Use for Weddings in Reno

If your event depends on timing — especially a wedding — do not rely on CharterUp.

We paid over $4,000 for wedding transportation in Reno and provided a confirmed itinerary weeks in advance. On the wedding day, the driver refused to make a scheduled stop, stranding guests and forcing me to take Uber to my own ceremony.

The ceremony started late. Guests missed it entirely. The entire evening timeline was disrupted.

When we tried to get assistance, we were routed through call centers with no authority or ability to resolve the issue in real time. The driver was not reachable when it mattered the most.

A transportation company’s basic responsibility is to follow the agreed route and be accessible in emergencies. That did not happen.

We received a $770 refund on a $4,000+ service.

For something as time-sensitive and emotionally significant as a wedding, that level of operational failure is unacceptable.

Couples deserve vendors who show up, follow the plan, and answer the phone when things go wrong.

TL;DR I strongly encourage couples to confirm whether CharterUp is brokering your reservation to a third-party operator, and to thoroughly vet the actual bus company assigned.

CharterUP:

Overall, we were happy with most of the experience of utilizing CharterUP:

-The buses were on time.
-Buses were clean.
-The communication leading up to the big day was good.
-Staff were flexible adding an additional stop to the itinerary.

The negative was on the wedding day 2/13/26...

CharterUP hired two buses on our behalf. My understanding was that each bus was hired from a different company and weren’t able to coordinate between themselves. The first bus arrived at the Hampton Inn Gainesville and picked up all of the guests in the lobby; the bus was full. Then this bus went to the Springhill Marriott Gainesville for the second pickup. Not all of the guests were able to fit on the bus, so over 20 stayed in the hotel lobby and waited for the second bus.

While this was happening, my wife got a call from CharterUP 20 minutes before the guests' wedding arrival at Sweeney Barn. The bus driver of the second bus called CharterUP who then called my wife and wanted to know why there weren’t guests at the Hampton Inn Gainesville to pick up and wanted to know what to do. Unbeknownst to us, the first bus had already picked up.

We feel the second bus driver should have called CharterUP to figure things out. Or ideally, the two buses should have been in contact with each other and they would have known what had happened. Plus our wedding coordinator gave CharterUP her name and number so not to bother the parents of the bride and groom if there was an issue so she too was disappointed CharterUP didn't call her and instead, call parents of the groom.

Since there were several guests still at the Marriott, we told the bus driver of the second bus to go and get them and quickly. At this time it was 4:15, arrival was scheduled for 4pm and the wedding was scheduled to begin at 4:30.

After a lot of frantic phone calls, the bus driver was able to pick them up and got to the wedding venue late, but they didn’t miss the ceremony since we delayed the start until their arrival.

Overall we like the CharterUP professionalism and organization leading up to the wedding; however, the execution on the day of the wedding was less than desirable. It was unorganized, last minute and hence unprofessional. We'll fill the survey but need you to know the facts and experience on a very, very cold Saturday...

Mark and Erin Lynch

Using CharterUP was a terrific experience! Starting with my tentative phone call asking about a passenger bus, your staff was helpful and efficient -- answering my questions and making my reservation very quickly. The email and/or text reminders about my bus reservation and details about the payment schedule and trip information were great. And our bus driver (Mo) was wonderful! He was courteous and was a great driver. Thank you for this experience!

Wonderful experience. Driver was professional, on time and punctual with all of our requests. There was a small issue with the heat on the bus going to our destination, but the driver tried his best to fix en route and it was much more pleasant on the return.

Blanca. She was a great driver--safe, collaborative, patient. A student lost an important item, and when I called Blanca to check on it, she promptly recovered Blanca. She was a great driver--safe, collaborative, and patient. A student lost an important item, and when I called Blanca to check on it, she promptly recovered it. She returned it when she picked up my group. Blanca is pleasant and professional. We appreciate her service to our students.it. She returned it when she picked up my group. Blanca is pleasant and professional. We appreciate her service to our students.

CJ was on time, very friendly, loaded/unloaded all luggage, including golf bags. He ensured nobody left anything behind on both trips. Played great music and ensured everybody was comfortable. Would love to have him again!

Our driver was on time, kind, and communicated with us well.

The driver was very friendly and knowledgeable.

I had a last-minute issue with an existing charter contract and reached out to CharterUp as a backup. I was very clear about the situation, and CharterUp agreed to look for a driver only if I paid a deposit, with the explicit understanding that if no driver was secured, my money would be refunded.

On the day of the event, I was able to secure a local charter company and immediately contacted CharterUp. After speaking with customer service, we agreed they would stop searching for drivers and that my deposit would be refunded within 5–7 business days.

This was confirmed in writing by the negative balance shown in my CharterUp dashboard, which clearly indicated that I was owed money.

Two weeks later, after no refund was issued, I followed up and was told something entirely different: that because it was a last-minute booking and a driver had supposedly been found, no refund would be provided. This information was never communicated to me on the day of the event, nor was any service actually rendered.

I fully understand that some administrative work may have been done, and I am reasonable about paying for actual effort. However, keeping nearly $2,000 without providing transportation or clearly disclosing a non-refundable status is unacceptable.

I am posting this review in the hope that CharterUp recognizes the inconsistency in how this situation was handled and issues a partial refund for services not provided.