INITIAL COMMUNICATION AND CONFIRMATION WERE TIMELY - BUS ARRIVED AS SCHEDULED AND THE TRIP PROCEEDED SMOOTHLY

Buses were on time both leaving school and leaving the museum to return to school. They allowed students to leave backpacks on the bus which was a big help. THANK YOU to both of our drivers and First Bus!

The bus was perfectly on time for pick up in the morning and from the location in the afternoon. This made everything for our day run smoothly.
Only comment would be to get a phone call when the buses arrived in the afternoon. We were not sure so we headed out into the cold unsure if the buses would be ready for us. Everything else was fantastic!

The communication experience with First Student was incredibly frustrating, time consuming, and ended up costing our school more money. While the personnel with whom I spoke were professional and courteous to me, my colleagues did not have the same experience. Overall, the response time was so unreasonably slow/delayed and inconsistent. This lack of timely communication resulted in our staff having to lose money from a budget to compensate for an issue raised by First Student the day before our trip, which could have been resolved in a different way if we had more notice.

On Thursday November 17th, I received the quote for our December 8th charter request and called within minutes to move forward with booking our field trip. I was given a reference number and told that I would receive a confirmation of availability (or unavailability) the following week. I did not receive any communication that week (Mon. 11/21-Fri. 11/25); given the Thanksgiving holiday, I presumed that bus vendors for our school District may have been on a break just as we were.

Upon returning on Monday November 28th, I called several times with no answer; from the automated menu I opted to receive a call back from the company and never received a call. On Tuesday November 29th, I called again and spoke with someone who told me that I would receive an email by close of business that day (she specified 4:00 PM) informing me of whether or not there would be a bus available for our charter. I did not receive an email or any other communication that day. The following day, Wednesday November 30th, I called several times throughout the day, again with no answer and again with no call back after opting to be called in the queue. I emailed asking for confirmation of availability as soon as possible, as our trip was nearing one week out. On Thursday December 1st I called again, still with no answer and opted to receive a call back; this time I left my cell phone number instead of my office number. I received a call back that afternoon, but missed it because I was in a meeting; I received a voicemail from Sarah to call back. When I spoke to Sarah that afternoon she confirmed our trip over the phone and I received an email confirmation later that day. Our business manager submitted the confirmation for approval that same day so that we could pay with a purchase order (this process takes 24-48 business hours). On Monday December 5th, I replied to the First Student email from Dec. 1st with the purchase order for our trip attached and asked for someone to reply confirming that the P.O. had been received; no response. I called the following day and spoke to someone who said that they did not see/could not find my email with the P.O. and asked me to send it again: I emailed again and the person confirmed receipt with me on the phone.

The following morning, Wednesday December 7th--the day before our trip--we received an email stating that our PO is invalid because it was not generated by our school District (it was generated by a grant organization that is a verified district partner and has funded all of our college trips with every other bus vendor in the district). We were told that by 3:00 PM that day, we needed to either produce a district purchase order or pay the non-district rate in order for the P.O. we sent to be accepted (this second option required canceling our current charter and resubmitting a request in order to produce a quote for the higher price), or our trip would be canceled. Our business manager offered to pay the difference with a check from the school as either option could not be executed in time, but was told that splitting payment was not an option. After involving our school administration, we were able to pay with a purchase order from our school at the expense of losing money from a different budget line and not being able to cancel the initial P.O. we were issued. While our administrator was on the phone with First Student, we received another email reminding us of our 3:00 PM deadline. I emailed the purchase order before 3:00 PM and in my message asked for someone to reply and confirm receipt…no response. I called and spoke to someone who confirmed receipt of the new P.O. over the phone. I asked for that confirmation to be emailed to me along with a guarantee that we would have bus service for our trip in the morning; the person explained that she would have Sarah contact me for that confirmation as she was the point person. Sarah later called and confirmed.

Please have more prompt and timely responses to customers. The only time we received prompt communication was when the company was going to cancel our trip. Also, my other colleagues were spoken to rudely, so consistent professionalism from representatives is a must. Hoping other customers have a better experience.

The reserving of the bus. Customer service was great.
The Driver was prompt. Called to inform that she was outside. We will defintley use your company again

The driver showed up 15 minutes late. Took the longest route possible making the students arrive over 30 minutes late for the 2-hr field trip. We've used other vendors for much less and received far better service.

Dominique was our bus driver. She arrived at Tilton School before the scheduled time and called me on my cell phone. (I loved the personal touch) She made sure that we got to our destination in plenty of time to attend our event. She made sure that the students were able to get on and off the buss safely. The bus was clean, warm, comfortable. She was on time to pick us up. She even helped us to get the students safely off the bus with ALL of the gifts they had after their shopping. The next time I charter a bus, I will definitely as for Dominique. Thank you, Joyce Dockery, Tilton School

Bus arrived on time and accommodated my group well.

Bus was clean and had working seat belts for all students. Driver was kind, and we were safe.

They didn’t show up for my WEDDING. Everything was booked correctly, paid for, confirmed. They just didn’t show up, none of the phone numbers they give for the day of were answering. So my bridal party had to call Ubers/Lyfts out of their own pocket because of this unreliable company. All they could say was “sorry” GREAT. You’re sorry that I had to scratch all of my predetermined destinations for photos, places I’d had in my head for so long. Sorry I was late to my own reception?! Yea, that cuts it… and no one followed up after my initial call to the company to demand a refund. So unprofessional. Ruined my wedding day. Do not trust!

Transportation service was prompt and company supported our last-minute travel plans.

Our driver was sooooo awesome, sweet, friendly, and helpful! She was quick thinking and very patient with everyone. It was a lovely seamless trip thanks to her!

The bus easy to reserve. And, yes, it arrived on time and clean. The driver was kind. Thanks so much for the ride!

On time and drivers were very kind and friendly

The process to request a bus was a little complicated but after everything was approved, the experience was great. Our driver was friendly, professional, and on time.

Alot of miscommunication during the reservation phase of booking a school bus. However, the driver was very respectful and punctual.

James was excellent . He was on time, courteous and friendly.

Drivers were great, on time and wonderful!

Hello! The driver was great. Loved her. A few pieces of feedback. I would have loved to drop a google pin on the pick-up locations via email or digital form vs verbally having to share via the phone. We didn't have standard pick-up locations, so that would have been helpful. Also, finding someone to speak to and following up happened often, vs someone reaching back out to me. Especially when first inquiring about the bus. Overall, I would rent again.