The company presents a mixed reputation characterized by strong pricing and occasional quality service, but undermined by significant operational and customer service failures. Passengers who experienced smooth trips praise the vehicles as comfortable and well-maintained, drivers as polite and professional, and ticket prices as competitive compared to alternatives. On-time performance is frequently cited as a strength, with multiple passengers reporting punctual departures and arrivals.
However, substantial complaints reveal serious systemic issues. The company struggles with trip cancellations—often with inadequate notice—and exhibits poor communication regarding delays, unexpected transfers, and route changes. Refund policies are a major pain point, with passengers reporting months-long disputes over cancelled trips. Multiple reviews describe rude or unresponsive staff, safety concerns including faulty seatbelts, and inadequate vehicle maintenance. Border crossings and complex multi-leg routes show the most problems, with extended waits and confusion about transfer logistics. The company's responsiveness to booking inquiries and customer complaints is consistently criticized, with some passengers reporting complete unresponsiveness to direct contact attempts.
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