CharterUp

Our church is extremely disappointed and we do NOT recommend using CharterUP for your transportation needs. In February, our Youth Ministry booked two 56 PAX buses for $3,500 for a night out in April of this year.

Not only did we pay the deposit on time and complete all additional payments, but I also contacted CharterUP the week of our trip confirming that we were all set to go, and received an email back saying, "Everything has been set up, and it is good to go for your trip scheduled on April 17 -18, 2026." Three days before our trip, I received an email and a call that our entire transportation had been cancelled. They did not give an explanation other than the buses were unavailable, and they gave us another rate of over $9,000 to book 2 new buses. They were only willing to credit us $713.01 to help us pay for these new buses, which was over double what we originally booked, which we of course had to deny and walk away with zero buses for our trip, and they could only provide us with our money back.

Three days before our trip that was booked months in advance, we now have 89 students without transportation, and the only help they could offer was a rate over $9,000. At High Praises Church we will never be using CharterUP again, and will highly recommend all others stay away from this company as well.

I am extremely disappointed with my experience with this charter company. Our school booked transportation for a student field trip and was clearly told during the booking process that there would be no cancellation fee if plans changed.

Unfortunately, when circumstances required us to cancel, we were suddenly informed that a cancellation fee would still be charged.

This fee will now be taken directly from our schools budget.

As a Title I school, our funds are extremely limited and intended to support students and learning opportunities, not unexpected charges that contradict what we were originally told.

Clear, transparent policies are critical when schools plan trips and manage tight budgets. Had we been told upfront that a cancellation fee would apply, we would have planned differently.

It is very disappointing to see a company place an unexpected financial burden on a school that is working hard to provide meaningful experiences for its students.

I hope the company reevaluates how it communicates its policies to schools in the future so other educators do not experience the same situation.

I had a last-minute issue with an existing charter contract and reached out to CharterUp as a backup. I was very clear about the situation, and CharterUp agreed to look for a driver only if I paid a deposit, with the explicit understanding that if no driver was secured, my money would be refunded.
On the day of the event, I was able to secure a local charter company and immediately contacted CharterUp.

After speaking with customer service, we agreed they would stop searching for drivers and that my deposit would be refunded within 57 business days.
This was confirmed in writing by the negative balance shown in my CharterUp dashboard, which clearly indicated that I was owed money.
Two weeks later, after no refund was issued, I followed up and was told something entirely different: that because it was a last-minute booking and a driver had supposedly been found, no refund would be provided.

This information was never communicated to me on the day of the event, nor was any service actually rendered.
I fully understand that some administrative work may have been done, and I am reasonable about paying for actual effort. However, keeping $2,000 without providing transportation or clearly disclosing a non-refundable status is unacceptable.
I am posting this review in the hope that CharterUp recognizes the inconsistency in how this situation was handled and issues a partial refund for services not provided.

A one-star review for CharterUp is generous. Their cancellation policy says that full payment is due 72 hours before the ride, and there are no refunds at that point.

If you need to make an adjustment to your ride, they will wait until within that 72-hour period to let you know that they cannot accommodate, thereby allowing them to keep payment in full without providing service. The customer service team is rude, uncommunicative, and not at all helpful. They are also more expensive than other carriers and do not deliver on paid extras offered on their coaches, like WiFi.

Do not book through CharterUp unless you have money to burn. You'll just end up having to book through someone else anyway.

We had a horrible experience with the actual service and customer service - the bus went to our drop off site instead of the pickup site. It took over an hour and calls to 3 different companies to figure out what went wrong.

It was unclear they would be able to even get us a bus (best case 1 -2 hrs away, which would have gotten us in after midnight stranding people without access to public transit), so we ended up taking 2 hr Uber rides home. We charted a bus through bus.com who apparently subcontracted the trip to CharterUp who then subcontracted to Bauer. We received the wrong driver information so could not contact the driver to confirm the day of.--something I told our contact multiple times. I called bus.com about 15 min before our scheduled pick up time to confirm pickup.

They then called CharterUp and told us the driver was 2 miles away. It took another hour and calls to multiple people to figure out the driver was 2 hrs away at our drop off site. The customer service from both CharterUp and bus.com were horrible - with each company trying to blame another company and not helping us solve our issue. The claim process was equally poor with people promising to start a claim and then not emailing for days.

They did refund one way of our round trip but refused to pay for our Uber rides and instead gave us a 20% off on a future service - which no way will we ever use them again. If you actually want to get where you are going I would not use CharterUp.

We were extremely disappointed with the service provided by CharterUp during our wedding weekend. We hired them to shuttle guests between the hotel and our rehearsal dinner venue (5.5 miles apart) and later for transportation on our wedding night (6.4 miles away).

Unfortunately, the service was a complete disaster and far from what was promised.

At our rehearsal dinner, we were assured that their large 50-60 seat buses would shuttle guests back and forth throughout the evening. Instead, the driver rudely refused to leave the venue until the bus was completely full, forcing many of our guests to wait an additional 45 minutes after the event ended to return to the hotel.

We hoped for a better experience on our wedding night, but it was even worse. The company promised that buses would start shuttling guests from the wedding venue to the hotel at 9 PM. However, the drivers again refused to leave until the buses were full, causing our guests to sit on the bus for an hour waiting for it to depart.

To make matters worse, the drivers were not only inflexible but also extremely rude to both our guests and the brides.

Their unprofessional and disrespectful behavior added unnecessary stress and frustration on what should have been joyful occasions.

We chose this company based on their promises of convenience, reliability, and customer service, but they failed us on every front. I would strongly advise against using CharterUP for any event where dependable and respectful transportation is essential.