RedCoach Luxury Transportation

The customer service is hit or missed mostly missed. I booked a one way trip from Tallahassee to Miami by mistake on the wrong date. It was impossible to get a refund on the web. It described as a possibility to refund even 1 hour before online, but I began to do this 24 hrs ahead of time. The attached link for completion of refund didn't work on any search engine. Over the phone it was extremely difficult because I was hung up numerous times or left waiting up to 29 min 7 sec. before the call dropped. In English always an echo with customer service which was hard to understand. In Spanish not much success but but the language was much clear and no echo on the line until one lucky try after numerous tries from different numbers. This lady was clear and helpful. After I was able to successfully change the fare to the next day with a penalty and told to use my drivers lisence upon arriving at the bus stop as prove of my purchase, I was told I was not on the list to travel and I needed paperwork as proof. This was at 12:50 am. They had made a mistake and left my name out of the list of travelers. The Driver asked me for cash ($100) upfront to be able to get to the Orlando terminal where I could possibly prove the validity of my ticket and get my cash back. I was frustrated and wanted to cry. I didn't have enough cash on me. I borrowed $60 from my son which he accepted. Fortunately he was able to help me and get confirmation over his phone that I was really on the list and returned my cash back. His name I think was David Parker, He was just following company procedure. His route is from Orlando to Tallahassee and back. It was and it is January 5th, and very cold. The heater of the bus was broken. I felt frozen even under 3 sweaters and a blanket I fortunately carried along. My toes were numb. Other passages shared the same discomfort. We couldn't move, numbed with the freezing cold. At the terminal in Orlando, I explained what had just happened to a lady named Ashley who was at the service desk. She showed no interest in what I was saying. It frankly didn't matter to her, not even an apology. She was just defensive. I paid $150.00 for an $86.00 fare. I understood I had a $35.00 penalty, but that doesn't add up to $150.00. The first driver was at least simpathetic. He too was freezing as he drove us to Orlando. Thank God the 2nd driver was a breath of fresh air. His name is Carlos. He is very polite and wants to make sure that the rest of the trip goes well for all of us. He showed real concern and interest in all the difficulties I had just underwent. He gave me his card in case I needed to contact anyone from the home office about his performance. What a gentleman! I'm still on the bus on the way home from Tallahassee to Miami. I can't wait to be home. It has been a long 2 days. I drove from Miami to FSU on Jan 4th (8 hrs), helped put a dorm back to normal, to then catch the Red Coach back home a few hours later. This has become an ordeal. On the bright side, the bus is clean, the seats are comfortable, there is WiFi, this driver, Carlos, is friendly, it is getting warmer, my son finally has a great dorm at FSU, today Jan 4th was my 30th wedding anniversary to a wonderful man, and I will be home soon. (Just passed West Palm Beach) Still a couple hours to go. Hope you have a better experience with this transportation company than me. They need to improve their customer service on the office, ticketing level and the online Web needs to work correctly.

I am consistent customer who travels from Miami to orlando every other wekend, due to business, great service, my only thing probably a little bit more consistency for the prices whick vary much on the times and dates, and maybe they have something for customer which they can carry over points and save point for future rides to be more economic for us, some type of membership, other than that i am very pleased

i used red coach from orlando to tallahassee for the first time a couple days ago and it was a really good trip. the seats were really comfy so i slept the whole time. we got there on time so it was perfect because i had a meeting to attend to. overall it was very good experince and for a very good price i only paid about 100 dollars for a round trip . which i think is a really good deal . big thumbs up for red coach !!!