Lucketts Travel Omdömen 

Terrible service received on the coach yesterday from Poole to Wembley stadium.

Firstly, the coach was an hour late arriving. There was absolutely no contact made with anyone waiting at the station. We were also aware that Bournemouth which should have been our second stop actually had their coach arrive early and were well on their way to Wembley. This made it all the more confusing.

It should not be too much to expect that a significant delay like we received would have triggered an email or text message being sent out. Poole station has limited seating and shade, with no facilities such as toilets or somewhere to get a drink. Because no one knew what was going on people were afraid to go off to find a toilet or water etc in case the coach arrived. All this while it is still one of the hottest days of the year.

When the coach finally arrived the driver had no apologies and just said there was a lot of traffic. Surely it was part of her job to check the traffic and manage her times accordingly?

When we finally set off she chose to take a most bizarre route from Poole through Longham and Ferndown rather than the usual way of down to the LV roundabout and then the A338. This meant the best part of the first hour of the journey was spent slowly crawling through our local area.

Finally we actually made it out of Poole and were expecting the rest of the journey to be smooth. However, with absolutely no prior warning she pulled in to Fleet services and said she needed to take her required break.
Now, i understand the rules regarding this, but once again a little communication would have gone a long way. When she arrived at Poole if she'd have made an apology for the lateness and also said that unfortunately we would need to stop at Fleet, everyone would have been prepared for it. Instead it came completely out of the blue when we already running nearly 2 hours late!

When questioned about the lateness the driver just shrugged and said "I can't predict the traffic". I'm sorry but this is neither true or acceptable. Has she not heard of GPS? Isn't that part of her job? Many people in other professions have to monitor traffic and plan their schedules accordingly. This should be all the more important for those whom driving is a profession!

When questioned about the lack of communication, again she showed no concern at all and simply said that National Express wouldn't have been able to update us as it's a different company running the service. Again, not acceptable. If 2 companies are working in partnership they need to talk to each other to maintain customer service levels.

Finally arrived at Wembley and instead of being exited for the show we'd paid a lot of money for, many people were feeling angry and frustrated. This was an event people had spend hundreds and in some cases even over a thousand pounds for.

Things go wrong and most people accept that. However how a company deals with these issues is what marks out a good company from a bad. In this case communication and empathy from both the companies involved and the driver would have gone a long way.

The journey home was better but still not without issue. We'd been switched to a different coach due to an issue with the wheelchair ramp. This was of course fine and the new driver was making sure to communicate this to people. However, while people's bags had been moved onto the new coach, many other items had not been. This meant many passengers having to hunt down their possessions from the previous coach and then awkwardly ask for them from other people who were now in their previous seats. Would it really have been so difficult for someone to have spent an extra 10 minutes properly checking for people's personal belongings and taking them to the new coach? Especially considering all of the earlier issues we'd encountered?
The whole day was a complete shambles when it came to travel. This put a huge dampener of a day that so many people had been excited for for months.

We had a lovely driver, patient and so kind. Can only recommend we so happy they doing trips again !

Outward journey was perfect, driver was early made swift safe way to the venue and dropped everyone in the right location. Return journey was a different driver who was an hour late (not due to traffic issues) they almost took wrong turns 3 times and missed the drop point. No reply from the office despite 2 emails and 3 calls to explain how we will be compensated for the contractual failure.

Attended this place a few months ago for an interview regarding a potential job. I was wrongly failed on a driving assessment for doing a completely legal maneuver. The assessor was/is clueless. I have years of experience driving Buses and Coaches and was at the time of interview a current london bus driver. I now drive a Coach for another company and am still waiting nearly 2 months later for the outcome of an investigation into the debacle I was subjected too. I don’t really care would never go and work for this company after my treatment but very concerned that a completely incompetent person may still be assessing potential road users!

Inconsiderate - regularly - today Two lucketts coaches parked near southampton central station at service bus stops at 12:30 for more than 5 minutes - in that time five service busses arrived which were not able to use the designated stops.
There are alternative pickup points.
This is a regular occurrence - also observed on Monday evening at around 20:15 - given that the coaches are taking on board a full complement of passengers this is not acceptable.

Thank you Lucketts ! My wife and I have just returned from the Italian Dolomites for a week's break .Touromo was the tour operator . Our drivers were Matt and Martin .( Lucketts staff ) I can't thank them enough for making this a trip that was truly amazing ! Their performance overcame many hurdles that they had to deal with .They went over and beyond our expectations on this last continental Touromo trip . Fun , laughter , precision to detail in obstacles that they came up against. Great guys ! You were both amazing ! Thank you Lucketts! We all had a great holiday . They are Definitely an asset to your company ! Brian and Suzette Pearce.

Lee is probably the best driver I’ve ever been driven by. He has been excellent at driving, the ride has been smooth and he was very polite and helpful. He went above and beyond on multiple occasions by helping the group find where the buses had parked. He even came into Disneyland with us to make sure we got there safely.

We went to Windsor 16th June the cruise and ploughman’s and visit to the model village were excellent.
The bus driver Rick although an excellent driver and a cheerful guy. thought that ‘one size fits all!
He went up the coach as we were leaving getting everyone to sing and do the actions for ‘Sweet Caroline.’ My husband was very embarrassed and humiliated by this.

Along with music being played to and from the venue.
I usually read, this was impossible, as for dosing off!
Maybe an overall view of the passengers he should bear in mind.

Just had a brilliant day in Windsor made even more enjoyable thanks to your driver Ritch. He was cheerful and so helpful and even his corny jokes made us laugh, plus getting us all to join into Neil Diamonds sweet Caroline song, really good fun. All in all a very pleasant journey in a very comfortable coach and excellent driver.

Just had a lovely day trip to Windsor. Made even more special, by Rich our excellent driver he added fun and humour to the trip, a real asset to Lucketts (Touromo). Pick up time spot on, as was arrival, brilliant driving. Oh and he makes a lovely cup of tea! Will definitely be looking to book other trips if all drivers are the same as Rich !

Booked a day trip to celebrate my birthday, cancelled at short notice, told will get refund in about 5 days.
extremely disappointed.
Hoped the change to Touromo would improve their service.

Went to Bruges Christmas market (never again) . Atrocious weather delays on the Eurostar dropped off miles from the market , only had 3 hours there but only 2 hours if you count the walking distance distinct lack of communication between drivers and passengers but very good and safe driving in the most challenging situation. Overall 18 hour day trip 15 hours of those on the coach

We went to Newquay for 5 days for my birthday. Are driver was called Charlie from Worthing . Nothing was to much trouble for Charlie he was so good . What impressed me most he was so good with the oldies he never left anyone on their own . The hotel was clean and the food so nice something for everyone I would definitely use lucketts again thank you x

Faultless service from Lucketts! This was our first coach holiday with any company and from start to finish, Lucketts treated us like VIPs. There was door-to-door service and our bags were carried for us until they arrived at our hotel room. The driver and escort were unfailingly positive, friendly and helpful and often phoned ahead to attractions to check they were ready for our visit. With entry to attractions, meals and travel included this offers excellent value for money and a most enjoyable experience.

Cancellation of are holiday 14 day before was told money would be refunded within 5day. Still waiting 15 day later.
When you call they just keep telling you they need manager to do the refund and will get the to call you which they never do and I am still waiting!!!!
Poor service.

The Hotels and food on this trip were dreadful, how do you cram 40people in cheapest hotels and feed them on a buget, and put there rooms in the worst places, Does anyone at Lucketts research the accomadation first,? The stop the Wick hotel was totally unexcaptable, everyone complained the rooms were falling apart, i sent lucketts pictures of the rooms, and reveiwed in my feedback form, nothing customer service is dreadful, i think they should have refunded for this 2 night stop, i see its still down as a stop for the October trip, i see inverness is still down as a stop, even though we were asked for feedback, this is a pontless 3 hour stop, The 2 Drivers were fantastic , top marks, and scenery stunning, just spoilt by the accomadation, on this experiance i wouldnt recomend the trip, and wont travel with lucketts again,

Went to Alexander Palace yesterday for the Knit and Stitch show. I have to say the coach driver Rich was an absolutely experienced and fantastic driver. He came on time. He explained everything we needed to know about the journey and was very friendly. I would definitely choose Lucketts again for any future journeys.

DO NOT USE LUCKETTS, 12 days before my holiday to Ireland due 2nd October, I received a letter dated 8th September, post marked 15th, received 20th September !!! Cancelling my holiday, I was absolutely furious and upset by the way they treated me. When asked about refund was told it would take 3-5 days !!! Loads of questions, plus phone calls all different versions, claiming they phoned me three times, but there was a problem with my number, not so, I checked my phone records I also have an answerphone, so no excuses there. There was never a problem when they rang for the balance of the holiday, and the same number was on file. I had also rang the week before asking about the itinerary and wasn't told then.
I feel really dissatisfied with the whole bunch of lies and excuses.

Nobody seem to have checked our holiday timings, in this day of Satnav we were waiting for our final pick up to get us home for 1 hour 20mis, after a long trip from Scotland this was not acceptable. Going we were rushed to our hotel by 6 only to be told our meal was at 8. The next day we were left in Inverness for 3 & half hours only to be late for our next hotel. This company is nor what it used to be

Would give less than one star if I could. Dreadful customer services. OK when booking as they want your money but if you need any other assistance or to cancel it is not worth the phone call, they do not even reply to Emails!!!