I am a regular commuter on the St Albans to Hatfield route, and I want to give my highest praise to our driver, Tony. Taking the Zeelo bus driven by Tony is always a reliable and happy experience... Voir plus
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Lisez les avis des autres
Zeelo's customer service team are all phenomenal but I want to highlight Terry from the team because of his professional conduct. I had a sensitive request, which he handled with care and immediately.... Voir plus
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Very prompt and efficient service from Ann who sorted some issues concerning the young lady who we care for and her transport to and from College. All done by exchanging a couple of bits of communic... Voir plus
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Company offers poor service; they use unreliable subcontractors. Children are always late as the buses don’t show up. App is very poor. Doesn’t allow you to change stop without contacting them; doesn... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
Zeelo is a bus-sharing company, providing transportation services for commuting, school runs and events; bookable via a mobile app
Coordonnées de contact
110 Clifton Street, EC2A 4HT, London, Royaume-Uni
- 0330 808 3306
- contact@zeelo.co
- zeelo.co
4,0
Bien
1 k avis
A répondu à 94 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Terry Ludbrook is amazing
Terry Ludbrook is amazing - helped me with issues with the app and was amazing throughout
27 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Changed Ticket On Me At My Expense
I was going to keep this private, but I have had it with 'customer service' treating me like a fool.
On 16th of November I booked the bus for the 17th November at 0:13, for a 1AM start. Due to finish on the 17th November at 11:30 AM, catching the 11:45 bus back. This was the last shift at this time, before they change for the Christmas peak season.
My next shift, started at 22:30 on the 17th of November. For the next shift on the 17th November, as there was no corresponding zeelo bus (it was a one of transition shift), I was going to catch the stagecoach from Carlisle to Longtown, then walk 45 minutes to work for this shift; repeating the process to get back at 9AM on the 18th November. Remember that: 2 shifts in one day.
I booked the correct bus: the 0:13 for 17th November, the return at 11:45 the same day, on the 16th November. It's a night shift, so I went to bed, waking at 23:00 to get ready for work.
Usually the zeelo app pings to inform one the bus is on it's way 30 minutes before departure. It didn't.
I checked the app - no ticket; checked email: "We have updated your ticket. Here's you updated ticket for 19:24 on the 17th November..." sent by Callum from zeelo.
First; that's illegal. A company is not allowed to change a booking without the customer's knowledge or consent (Citizen's Advice verified); second, how was I going to get to work? The public bus doesn't run that late.
I tried to change the ticket back - repeatedly - it wouldn't let me. I tried Chat; was told it was closed until 8AM Monday & they would be right back."But here's some FAQ that may help"; I tried email - a rather stressed, angry email, I admit. I was in shock - how, why had they done this.
Let me be clear Zeelo - you don't know my shifts, I do. Do NOT be so presumptuous to change my booking!
I tried calling - couldn't get through.
Keep in mind, throughout this, I am trying to get ready for work & get down the road.
The allocated stop is on the other side of town, near a taxi rank. I decided if the bus didn't come by 0:30 to get a taxi. Turns out zeelo had done this to 3 other staff members. They too, had been unable to change their tickets back, or to contact zeelo customer service.
The bus DID show up at 0:13 on the 17th of November. After explaining the situation to the driver (this was the last 0:13 run); he still was not allowed to let us board (Rider not Booked); so the 4 of us got a taxi & split the cost (£7.50 ea).
As stated, we were able to get the 11:45 bus back to Carlisle on the 17th of November.
Now, remember the second shift?
So, I went home, went to bed & was woken by the phone pinging at 18:54 telling my mini bus was on it's way.
I was due to start at 22:30, & was going to get the stagecoach, but I had paid for the ticket & they are nonrefundable; so I grabbed a book & shot out the door, thundering across Carlisle doing a 25 minute walk in 10.
Barely made the bus; & just sat in the staff room 2 hours until my shift started at 22:30, the 17th November - same day as my previous shift.
Zeelo tried to reopen the chat at 8AM 18th of November; too late, so I ignored it. I received an email from zeelo on the 20th, not understanding the problem. "Our records show you were on the 19:24 bus on 17th November".
I explained what I just have above; & yesterday the 27th November, I received a reply: Why didn't I contact them sooner (I did); our records show you were on the 19:24 bus, what's the problem? Are you saying you sat at work until 1AM the 18th November...
I replied that clearly they hadn't read my email at all.
I do not understand how they could have possibly misinterpreted it. It is very clear:
I had 2 shifts on the same day; it was a one off for the changing shift pattern. I booked the correct bus for the first shift (0:13). Zeelo changed it without my knowledge or consent (to 19:24) AND to add insult to injury, the correct bus still arrived!
I was NOT going to catch the 19:24 bus on the 17th of November; I was going to get the 20:45 stagecoach from the end of my street, go to Longtown & walk 45 minutes to work. Finishing at 9 AM the 18th November, this is how I got back to Carlisle.
But as the phone pinged & I had a ticket - a non refundable ticket - I decided I may as well use it.
Now, Zeelo, I do not believe this is hard to understand. Check your records: I was on the 11:45 bus back to Carlisle on the 17th November. I was on the 19:24 bus to work the 17th of November. I was NOT on a return bus the 18th of November, but I was on the 19:24 bus the 18th November.
Correct? All in sync with what I am telling you? Great!
The fact remains: you had NO RIGHT to change my ticket, or that of my collegues; we could not get through to customer service by phone, chat or email; so don't patronise me I should have contacted you sooner when I did; or just repeat "but you were on the 19:24 bus..."
I know that - please READ what I told you. & your customer service is limited to office hours & not 24/7.
17 novembre 2024
Avis spontané
Réponse de Zeelo
Hello
Thank you for sharing your feedback. I am truly sorry to hear about the difficulties you have encountered with your bookings and the issues you faced when attempting to contact our customer services team. I fully understand how frustrating this situation must have been for you, and I sincerely apologise for the inconvenience caused.
In order to conduct a thorough investigation, I would appreciate if you could kindly provide your contact information and any relevant booking details. Without reviewing your account, I am unable to confirm the exact cause of the changes made to your bookings and the impact they may have had on your travel plans.
Please rest assured that if we find any shortcomings in our service or procedures, we would be more than happy to review your case for possible reimbursement for alternative transport in which you may have had to arrange.
Once again, I sincerely apologise for the stress and frustration this has caused. I am committed to ensuring that we resolve this matter to your satisfaction
Thanks
Ann
Team Zeelo
The company is professional and accommodating.
The company is professional and accommodating. Again, I, do get value for the bus fare I paid accordingly. Thank you!
21 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
I love zeelo
26 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Zeelo is simply the best
Zeelo is simply the best. Wonderful and experienced drivers that are always around to deliver quality service.
26 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Zeelo great way to travel Friendly drivers/ guaranteed to get you…
Friendly drivers/ guaranteed to get you to and from work
25 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Absolutely Perfect!!!👍😊👍
25 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Punctual and professional
They are punctual and professional,
Excellent service provider
24 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Speedy and helpful advice and reply…
Speedy and helpful advice and reply from Ann when I used the Chat option on the website. Thank you Ann!
25 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
I love zeelo
25 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
It's more safer and convenient to…
It's more safer and convenient to travel with zeelo bus
25 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Safe and secure that's what zeelo to me.
25 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Always on time and great frequency
Always on time and great frequency. Very spacious and clean bus.
18 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
GREAT SERVICE ...
23 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Good polite staff ,good policies as…
Good polite staff ,good policies as well as convince option saves money and time
25 novembre 2024
Avis spontané
Réponse de Zeelo
Hello,
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
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