CharterUP Avis 

Great expeience!

The drivers were professional, courteous returned to school in a timely manner. The booking process was excellent. Benjamin expeditiously handled my request and was very helpful. He was tremendous, we'll be back!

From the first phone call to inquire about rates, I received stellar service. The customer service representative searched for suitable options and presented me with several choices. I was regularly updated by email and was always able to easily access my booking.

Also, our driver was simply amazing. She was very kind, professional and accommodating. My minibus was on site at least 30 minutes prior to our scheduled departure. She waited patiently for my late arrivals and even offered to walk through the Harvard Law School courtyard to meet one of my guests to take their suitcase to the bus. I would definitely work with CharterUp for any of my event transportation needs.

The company I work for rented a bus to take some employees to a baseball game in St. Louis. Our Driver Shawny was here early which was great! She was very kind, professional and accomodating. The bus was nice and clean. I will definitely recommend this company to others.

We got excellent driver very king the group was very happy for service

I was so worried but I didn’t have to be because the reservation was made and we had our buses on time for each of our trips. The booking process was simple enough and customer service was very responsive. The drivers were all courteous and respectful. One of the buses however had worn seats which was a little turnoff but the seats were comfortable for our needs.

The driver were good and you kept to time.

My experience with CharterUp was extremely disappointing. I booked a bus more than a month in advance, only for CharterUp to cancel my reservation due to an “unexpected availability conflict.” Immediately afterward, they re‑listed the exact same service at 150% higher, which amounted to nearly a $2,000 increase. I’m not a corporation with unlimited funds, and this kind of sudden price jump felt unreasonable and predatory.

The explanation they provided didn’t make sense. It seemed more like a cover for a pricing or software glitch, especially because I was able to make another reservation through CharterUp at the original price right after they canceled mine. That clearly shows the issue wasn’t availability — it was margin.

At that point, I lost trust in the entire process. I canceled all of my remaining reservations and booked directly with a local provider instead. The difference in transparency and professionalism was immediate.

My advice to anyone considering CharterUp: don’t rely on them, and always have a backup plan. They may cancel your reservation and reprice it at a much higher rate with little warning.

And yes — CharterUp will likely reply to this review with a generic statement about how they “followed policy.” What they won’t explain is how that policy justifies canceling a confirmed reservation a month in advance and then offering the same service at a 150% markup. Their so‑called options were to accept a nearly $2,000 increase or cancel entirely — which is not a real choice for an individual customer. It’s a pricing trap.

Great guy- he took care of us even though his grandbaby was being born. He helped make the night perfect.

CharterUp canceled our trip that we had booked for months less than 12 hours before we were scheduled to leave. They had even sent us a confirmation email that morning that the trip was scheduled to proceed. When I called customer service they indicated that there was nothing further they could do beyond refunding the trip and if they wanted me to have them continue to look for a provider to handle our reservation I would need to make a new reservation with them. Their escalation team reviewed the case and in less than 24 hours came to the conclusion that they were unwillingly to help in any other way with logistics or covering additional costs. I would never do business with them again.

I was very disappointed with the service we received from the bus driver assigned to our event. I am not sure whether he was a CharterUP employee or a contractor, but the experience was unacceptable.

When the driver arrived at the hotel for the first pickup, it took approximately 15 minutes for him to start the bus. According to my onboard contact, he appeared unfamiliar with the necessary switches and door positions required to operate the vehicle. The door had been left open, and only after several attempts and button adjustments was he able to get the bus running. As a result, our guests arrived only about 10 minutes before the wedding ceremony. In addition, many guests complained about how warm and uncomfortable the bus was during the ride.

The bigger issue occurred at the end of the evening. When the driver returned to the venue for transportation back to the hotel, he argued with me for more than 30 minutes regarding the second shuttle run that was included in our contract. He insisted that his paperwork only reflected one return trip, although he never provided any documentation to support that claim. I then pulled up my contract on my phone, which clearly showed that two shuttle runs back to the hotel were included.

Several guests even offered the driver over $500 collectively to return for the second trip, yet he still refused. Unfortunately, we then had to arrange alternative transportation for the remaining guests using various personal vehicles that likely should not have been on the road. Those guests also arrived late to the afterparty because of the delay and confusion.

I was the last person off the bus that evening and still thanked the driver for his service, despite the circumstances, although I did not feel a tip was warranted and did not give him one.

Given the level of service we received, I would hope CharterUP would consider some form of refund or compensation for this experience.

Working with CharterUp became a nightmare with every detail. We had booked with them hoping they would help communication between us and the bus company. We had to do so much extra work to get an answer back about every single detail. At one point they weren't taking our credit card. We tried calling them all day. When we finally got ahold of them, instead of helping us they just told us they were going to cancel our trip if we didn't pay within an hour, even though it was an issue on their end.
We had 2 requests for our reservation that we didn't get. Our representative answered their email so slowly. The only way to get an answer is calling them directly.
After telling them all the headaches we dealt with, they only offered a 10% discount on a future booking, as if we will ever book with them again.
To save time and money, I would book directly with the charter bus company instead of trying to work with them.

Terri was amazing at communicating and explaining where he was going to pick us up and drop us off at. I would recommend and use this service again anytime!

The booking process with CharterUp is easy, as is updating your reservations if needed using their online system.
CharterUp is a great communicator; you know when your bus will arrive and the drivers' names and contact numbers. The buses are clean, and the drivers are polite and friendly.

Overall, CharterUp is prompt in replying to emails and responding to my questions leading to the confirmed scheduled date.
I wanted to let you know that the driver, Henry, provided great customer service for our Special Games event. He arrived early to our school site, he had a pleasant disposition with loading the students and staff's gear. Henry answered my clarifying questions with kindness, practiced safety protocols and informed me how he was going to move the bus out of the parking lot. Thank you/Gracias Henry for making this event a wonderful experience for us!

I do want to note that I have not got a response after the May 1 field trip - acknowledging that they let Henry know of his great customer service feedback. I believe that sharing feedback is necessary. Do you know if Henry was told how much we appreciated his great driving and professionalism?

Best regards,
Shirley Momoki

Very professional and responsive staff. Flawless execution.

The booking process was so simple and the staff was very accommodating to hear our needs. Our driver was very kind and the bus was nice. To our surprise, the bus did not have a bathroom though. We have to make multiple stops on our trip which got us behind schedule. All in all, it was a great trip.

Great price, timely service, professional driver, clean bus and safe travel.

Fast, patient, wonderful service. We loved the french driver lol. Thank you, we will have many new experience with this company

Booking process was easy, service was fantastic! Our Bus driver Juan E. was great!! He came half hour early gave us time to load up and was patient with 27 of us getting on the bus and waited till we was settled in. We left on time, got to our destination on time, and got back on time, was a great day. Happy we had a good driver! Thank you!