"Don't get lured by their website... terrible company and worse customer service"

We booked transportation for 10 people with 7 large suitcases and 7 small suitcases to drive us from Newcastle Upon Tyne, England to London, England on 08/14/2024. This is a 6-hour drive. We were told: “Our prices include everything you need for a smooth journey” and “It would be a 16-seater minibus”.
Here are some of my complaints:
• We did not received the driver's name the night before as we were told. We had to call the company a couple of times to find out where the driver was. We were told he was in front of the hotel when he wasn't. The driver was 40 minutes late for the pick up.
• The minibus did not have a luggage compartment. Instead, the driver piled up all our luggage on top of a few front seats which I did not think it was safe and partially blocked our view.
• The vehicle was not ready. The driver had to stop for gas as soon as we were picked up,
• The driver kept turning off the A/C. He had his window down. We kept asking him to turn on the A/C.
• The vehicle broke down one hour away from our London. The driver kept telling us they had called a couple of Ubers to pick us up. When no Uber showed up, he said no Ubers were available. We could see in the Uber app that there were several available within a 5 minute window. Finally, when we confronted him, he said for us to call the Ubers and he will give us the cash, which he did. This breakdown lasted an hour, when we should have been on our way within 10-20 minutes if they had really called the Ubers when they said they did.
• The driver appeared to be from an Arab country. He was not very fluent in English. When the vehicle broke down, he was speaking to "his" company in some other language that we did not understand. Since it was taking too much time and no signs of the Ubers they had called, called BritRout and I found out that the BritRoute had no knowledge that we were stranded with a broken vehicle. Then we found out that BritRoute subcontracted to this other company for the transportation. I am not sure if it was just for our trip or they do this for all trips.
• We contacted the BritRoute for a partial refund of our money but they refused.

Stay away from this company if you do not want any hassles during your travel. When you look at their website and look at all the pictures of their fleet of vehicles, you are impressed; but when they show up it is something different that was promised.
I wished I had read the reviews before I booked them. I booked them the day before while we were sightseeing and did not have a chance to do proper research.
What you see in the website is not what you get!

"Très belle expérience avec Brit…"

Très belle expérience avec Brit Route/Ride, un grand merci à toute l équipe Alyan, Taiba, Umer, personnel très réactif et efficace.
Nous avons effectué un transfert le 08/01/25 d Édimbourg - Manchester tout s est très bien passé, un grand merci à notre chauffeur Marc qui a été très professionnel et ponctuel.
Il nous a contacte la veille pour reconfirmer le service et a été très serviable.

Nous avons choisi de prendre le sprinter pour le service, véhicule très agréable et confortable.

Vous pouvez y aller les yeux fermés.

Merci

"Easy"

Easy, professional, and reliable. Recommend!

"Professional friendly drivers. "

Always in touch by email and tx to give updates of pick up time and driver details etc.
Very professional company, would definitely use again.

"Very well served"

Very well served, in one day the driver picked us from Southampton cruise port took us to winter wonderland in London gave us 3 hours to enjoy while he waited for us with our mind rest with the luggage’s, after he took us to a small London tour explained everything we were seeing Buckingham Palace, London eye and more interesting places. Welldone we surely that we do use your company again. Thanks from Malta Family!!

"Great Experience"

Our first trip to London. Booked transportation from Cruise port in Southampton to London and from London to Heathrow. Both trips involved great drivers, they were on-time and efficient. Drivers commented on areas we passed so included a "tour" as well. In-house staff communicated well even though I had difficulty with my phone.

"Avoid this company"

Avoid this company. They provide great service while taking your money, but turn aggressive and ignore you when there's an issue. I’m owed £350 and have filed complaints. I booked two trips with them and made a small date error, but they refused to help despite it being within their policy timeframe. Not recommended.

"I booked a bus for a wedding"

I booked a bus for a wedding, and it was perfect! The ride was smooth and the guests loved the comfort.
Great experience overall!!

"I recently had the pleasure of…"

I recently had the pleasure of traveling with BritRoute, and I must say, it was an outstanding experience! From the moment I booked my ticket, the process was seamless and user friendly. The website was easy to navigate, and I appreciated the clear information about schedules and pricing.

"I have used BritRoute several times,and…"

I have used BritRoute several times,and they have always been reliable. The buses are on schedule and booking process is straightforward. Definitely my-go to for travel!!