This past month my fiancé I had a reservation with CharterUp to provide shuttle service on our wedding day. The plan was to have a CharterUp bus arrive at where the bridal party was getting ready, where we would all then be shuttled to our ceremony; after which the shuttle would bring us and the bridal party to our wedding reception. None of these trips ended up taking place because of various issues, in particular due to the broken AC unit on the charter bus. Shortly after the charter bus arrived outside of our getting ready location (the first stop), we noticed that the bus driver was sweating and standing under a tree across the street instead of being on the parked bus. At first we didn't think anything of it but a few minutes later the bus driver knocked on our door and asked to show me something. This was already annoying being that I was in the middle of taking pictures as the groom while getting ready. As the bus driver and I walked towards the bus, he started telling me that it was too hot on the bus because the AC was broken and this is why he was waiting in the shade. The bus driver also told me that I needed to reach out to someone because the level of heat on the bus was too much to bear. When I stepped onto the bus, I noticed that it was extremely hot and the bus looked rundown and dirty. The fan of the vents was running, but no cold air was coming out for the AC to properly work. In addition, the air from the fan was only at the front of the bus. Out of concern for the elderly members of our party and due to the bus we were provided being essentially an oven inside, I told the bus driver to leave only about 30 minutes after he arrived. Fortunately, our family was able to drive us and the bridal party around to complete our wedding day plans but the Charter Up experience was a huge inconvenience for us on our wedding day. Even leading up to the wedding day we experienced several issues. First, about two months before the wedding we paid our entire bill in full. Shortly after doing so we inquired about adjustments to our trip since we initially booked the service a year in advance. It took them two months to reply with these adjustments—2 days prior to the wedding. When we received the updated quote and with a new outstanding balance, we rejected the last minute quote that we asked for two months prior, but now we were concerned that our original bus was no longer available. From this point till about 10am on our wedding day over 6 phone calls were made in an attempt to speak to a CharterUp customer service agent in order to confirm that we would have a bus on our wedding day, all of which went unanswered. This made us and our entire wedding party extremely anxious of whether or not a bus would even show up on our wedding day. It took until about 10:00 am on our wedding day to even hear anything on our charter bus. This occurred when the bus driver called us to ask for information. It took multiple calls with the driver for him to even know what county he was picking us up in, let alone the address. Overall our experience was horrible and we did not use the service. When we brought these issues to CharterUp and after the wedding and requested a refund for the services that went unused, their customer service was less than helpful. They claimed that because I had told their bus driver to leave, that they would only refund about 15% of the bill. Bottom line, avoid this company at all costs cost. Obviously, my wife and I, after telling the bus driver to scram and asking our parents to drive, still had a great day.

We reserved a roundtrip bus ride to Resorts World Casino Catskills. We left from NJ and the ride was supposed to be less than 1.5 hours away.

Leaving NJ - The bus came "on time" (6:50pm) 10 minutes before we were scheduled to leave at 7pm. By the time we loaded the bus, we left 30 minutes past the time scheduled (7:30pm). We were 30 minutes away from the casino and the bus broke down. It overheated and the engine light came on. The driver turned off the bus and pulled over on a busy highway. The driver and my fiancé burned their hands and chest attempting to take the cap off the radiator to add antifreeze. The bus shook as cars zoomed passed us. The air conditioner was turned off and the back of the bus was very warm. Passengers had panic attacks and attempted to get off the bus and had to be held back because we were on the side of the busy highway. The antifreeze cooled the engine down and we were able to leave 40 mins after.

Pick Up from Catskills - The bus broke down its way to pick us up 30 minutes away from the casino. The driver called and said the bus overheated. We had to wait 2 hours for a new bus to come to pick us up. It was a complete nightmare. We called Charter Up we were on hold for over 15 minutes. The bus driver gave us the bus company's number and we had to contact them for an ETA. Charter Up is the broker, not the bus company. They can't give you real time information, they're the middleman. We requested a full refund; we paid close to $4500. They credited us $300 and gave us 15% off a future trip. That's comical because we will NEVER USE CHARTER UP AGAIN! BEWARE...
Date of experience: May 24,2024 & May 26,2024

Yeah it was good. Do not have anything bad to say about charterup

Very very good experience for us. Becky was so corto and made it quick for me and my family.