Urban Express Charter

an awful tone for the entire trip. During the ride to Salem, the driver got lost multiple times despite minimal traffic, causing us to arrive three hours behind schedule. On the trip home, the driver told us that there would be a stop for us to freshen up about an hour or two into the 13-hour trip home. However, I woke up 5 & 1/2 hours later to find that we were lost again, this time in a residential neighborhood, without having stopped once. THEN, I heard talk of the bus running low on necessary fluids, and the driver admitted that if we didn’t find a rest stop soon, the bus would shut down. I even had to help locate a nearby travel plaza to avoid further issues. The lack of communication and poor management were the most concerning aspects of the entire experience. The drivers clearly needed better training. While I’m thankful we made it back in one piece, unless you’re looking to star in your own low-budget horror-comedy about a bus trip, do yourself a favor and stay far away from this company!

professional treated us like family and the whole process was easy and smooth. Sherry was our sales rep and she is amazing. Please give these guys a shot they are seriously a diamond in the rough.

er Kacy!

ng trying to get an updated itinerary sent to us due to some changes that were made. Both my daughter and myself called and emailed NUMEROUS times asking for this to be emailed. Everyone was very nice on the phone and made promises but nothing was done. Finally four days before the wedding we received the updated itinerary. The day of the wedding, the first shuttle for one of the bridal parties was 20 minutes late and was smaller than what was in the contract so my son had to stay and come 2 1/2 hours later with the guests and one person had to stand. Plus the shuttle had a foul smell. We had shuttles that came later to the hotels to pick up guests. The driver of the last shuttle to leave for the venue had no idea where she was going and went the wrong direction. Luckily one of the guests noticed and she had to do an u-turn and my niece had to use the GPS on her own phone to give her the directions. Plus the bus had no working air conditioning and she drove with the door opened, which is illegal. The shuttles (2) for the return trip from the venue back to the hotels were to start at 10:15 pm and continue making trips back and forth with the last one leaving the venue at 11:30 pm. Only one shuttle (40 passenger) showed up at 10:15 pm and never returned. The second shuttle (25 passenger) never arrived until 11:30 pm. I called the office to see where the 40 passenger shuttle was and the lady who answered knew nothing about it and said she was trying to reach the drivers but no one knew anything. She told me to quit calling. We had 35 guests that needed to get back to the hotel so numerous Ubers were used. This was embarrassing since all guests were expecting a shuttle back to the hotel. The last Uber left the venue after midnight and there were no shuttles in site. This company is terrible. They have no idea what customer service is. I’m writing this review so people are aware of how they operate, and I don’t want anyone to go through what we did. There are plenty of other shuttle services in the Columbus area that I’m sure would like your business and not put you through the stress that we endured.

entirely separate and came to find out they no longer had a trolley.. there was no mention of this to us and it pains me to think we would not have been made aware of this until a couple weeks before our wedding and would've been left scrambling if we hadn't happened to reach out. Very poor organization and customer service. I don't write reviews often, but I think it's worth warning future brides and grooms.

l not use ever again!

g our trolley. When we were picked up, our driver aimlessly drove around without taking direction - we had an itinerary for coordinating with our photographer. We were really late to our first photo location - making it impossible to get all the pictures we wanted before the reception. After we took pictures at that location, we all piled back on the trolley and waited patiently. The trolley wouldn't start because the driver let the battery die! We weren't able to get any of the wedding pictures we wanted AND we didn't get any refund. Don't book with them unless they are just driving you from point A to point B. Overall terrible experience.

because I would give them a 15% chance of even showing up on time. I

90 for the shuttle we were looking for. At that point, my fiance forwarded me the email with the quote and I replied asking if there were any discounts available to that price. I did not get any answer at all. My fiance emailed and called the gentleman 4-5 times and never once got a response back over a 2 week period. She eventually called the office and spoke with a woman who said she would have the guy finally call back... he never did. She called again, spoke with another woman who was apparently very nice and helpful and finally got the guy to reach back out. When he finally responded after weeks of no communication at all, he told us the price was going up to $900! Basically doubled the price 3 weeks before our wedding!!! Needless to say, we were pretty upset, and responded back saying that it was extremely unprofessional the way they were handling this and that they should honor the initial quote of $490. They then proceeded to say that our venue was a 2.5 hour drive back and forth from the hotel and it would be over 300 miles throughout the day. Our venue is 13 miles from the hotel and a 20 minute drive. I did a little math to show them that even with more trips than they needed to make, we were going to be under 200 miles for the entire day and that the back and forth trip would only take 40 minutes total. The owner of the company finally called my fiance and at first apologized for the miscommunication and said he would honor the $490 but would have to add 4 hours to the total price because we live outside of Columbus.. we live in New Albany, which falls under Columbus/Franklin county. He said that with the discount he could give us the shuttle for $892... WOW!! AN $8 DISCOUNT!!! AMAZING!!!!! She then told him that was a little ridiculous and that she was going to write a review on The Knot and The Wedding Wire so that other brides did not run into the same situation as she did and he proceeded to yell at her and tell her that she couldn't do that because it was slander and she was trying to trap him just to write a bad review... this is just silly. Luckily, we found another company that is run by people who know how to handle business and not try to screw us over. I hope that no one ever has to deal with this company and chooses to use another service in the area as they are extremely unprofessional and just trying to screw you over at the last second and make you pay more than what you first agree to.

y loved how adorable the inside was with the wood and gold features, but it was able to hold our entire wedding party and our photographers (~20). It was also heated to keep us cozy during the fall (mid November) weather and allowed us to enjoy "beverages" while we traveled from place to place. The pictures turned out great and bring back wonderful memories. We highly recommend using this trolley :)

so the driver didn't really seem to have much information with regards of where we were supposed to go to take pictures and how to get to our reception venue. The trolley also broke down at an intersection. I still tipped the driver generously as the things that happened weren't necessarily his fault, but I did contact Urban Express after my wedding to complain and fortunately they gave me a discount for my troubles.

transportation through them but after a little negotiating we were able to work it out. They were very timely and polite and the trolley actually stayed an hr longer than first booked (with cash payment of course).

our bridal party loved it!

aps.

wedding. We had 21 on the trolley and it actually felt a little tight. I was glad that about 5 of our bridal parties dates opted not to ride because I am not exactly sure where we would have put them. Also, there was no CD player provided as I was told there would be. So my husband kindly asked the driver to turn on the radio. He did, but it was barely audible for those riding in the back. And when we asked to turn up the volume, we were made to feel as that was an inconvenience. I hate to say that I was dissatisfied with the service, but I was. This was the happiest days of our lives, and your driver had a very poor attitude. He was not friendly or kind and made it known to us that he had other plans to get to that night. We had a couple of coolers on the bus and we obviously knew that we would need to clean up the bus once we were dropped off at the reception. Instead of kindly reminding us, or asking to pick up our things, the driver was threatening to fine the groom if it wasn’t cleaned up...even before everyone had exited. I was just very surprised by the lack of patience and kindness that was shown by driver. Over-all, I would not recommend this company and would suggest looking elsewhere for your wedding day transportation.

a breeze as they were very helpful and nice. However, 2 days before our wedding I found out that our 35-45 person shuttle was rented to someone in Cincinnati. They ended up finding us two vehicles which would accomodate about 45 people in total. HOWEVER, I found out that the first shuttle transporting our guests to our wedding was recklessly driving(went over a couple curves scaring our guests). At the end of the night, the last "shuttle" to pick up our guests was not only 30 MINUTES LATE BUT was only large enough for 15 people - causing our guests to sit on each others laps - luckily at that point these guests had been drinking and didn't care - but I sure did considering my husband and I tipped 20% prior to our event which was a mistake - I would've never tipped 20% for this service knowing what I knew after the fact. For the most part it was a nice experience but wished my guests had a better experience which is why I'm giving them 3 overall stars and 3 stars for service.

them and there wasn't the best air flow back there. Our driver was on time though and patient when driving through construction on campus to get to a good photo spot.

than that, everything was great! Our vehicle arrived on time and our driver was super fun!

reat!