Coach USA Reviews 

If you've made any mistake in scheduling or plans change they do not offer refunds or even allow you to change your scheduled time.

I used this bus service from the Port Authority Bus Terminal in NYC to Woodbury Common.

The experience started poorly. The departure area was chaotic, disorganized, and our bus was already delayed.

The return schedule was even worse. There was a four-hour gap between buses (12:00 PM to 4:00 PM), forcing many customers to wait far longer than necessary. The return bus was also delayed.

On the way back, we got stuck for about two additional hours because of a minor accident. While traffic incidents can happen, the situation was handled very slowly, and it felt like it took forever before anything was resolved.

The drivers were polite and professional, but unfortunately that wasn't enough to make up for the poor organization and long delays.

Overall, I cannot recommend this service, and I would not use it again.

Based on my one round-trip purchase from Waukesha, WI to ORD and back inb July 2026, with "+" denoting pros and "-" denoting cons:

+ We made it and I didn't need to reach customer service! It seems that a lot of people go on this website to complain, so I wanted to counter that and share my generally positive experience. The drivers merely scan your QR code (received after purchase) for entry onto the bus and everything else is seamless.

+ All drivers were friendly, helpful, and respectful with my baggage!

+ The seats have charging ports (though not all of them seem to work, so you'll want to check if that's important to you), footrests, and can lean back.

- Their website is a bit slimy in trying to push you to buy an additional, needless $5 "reservation" each way, claiming that there may not be enough seats and that you may need to wait for the next bus if so. This should be more genuine in only showing such a prompt on popular routes; for example, Goerkes Corners to ORD at 7:30 AM in the morning on a weekday literally only had 3-4 passengers on the entire bus. Even a weekday afternoon from ORD to MKE only had around 20 passengers. Instead of just pushing this fear tactic on every sale-in-progress, Coach USA should improve customer trust by using statistics to provide evidence for which routes would benefit more from such reservations. I would say to skip this, personally.

- The wording of the round-trip QR code is a bit weird; you use the same code for both directions, even though the text on the PDF is worded as if it's only usable for the initial direction.

- My return trip ended up getting me back 40 min later than expected, but this was more due to numerous customers with route questions who held up the driver from starting the trek, who had otherwise arrived on time. It's just something to be aware of rather than any point against the company. The outbound trip was just 3 minutes late to arrive, which isn't a big deal (at least outside of Japan, anyway, haha), and reached its destination on time.

Road the 817 bus today and the driver asked me you know you can’t drink your juice on the bus ? Yes ik so can I put it in the bag I was carrying? He said now so I was forced to dispose of the drink . Meanwhile as I’m riding to get to my destination he’s drinking juice and eating. My thing is if the passages can’t drink or eat on the bus neither should the driver.

TERRIBLE!!! DONT USE!!!! The app and google maps told me the wrong platform (409) at PABT and I ended up 30 minutes away from my destination at a commuters parking lot. I called customer service and she tried to tell me that I must have been at the wrong gate and that the bus only leaves from a different platform (411), even though I literally got on the bus at the other platform (409). THEY WILL NOT REIMBURSE YOU FOR MESSING UP YOUR TRAVELS! USE NJ TRANSIT INSTEAD! NEVER USE COACHUSA!

Their online tickets sales are nonexistent. It is way more expensive from the drivers, but the company can’t manage to make their website work… I wonder if they can maintain their buses to run safely?

They are being canceling trips so often lately and the worst part is that they don’t even bother to let us know trough the app so we don’t have to be waiting so much for them to show up. Plus that add the bad behavior the drivers have, always arguing with the costumers over nothing and also with other cars. I’m always 15 to 20 minutes before the bus time schedule so that’s not the problem at all!

I have two stars because we actually eventually got to our destination but this bus ride from o’hare to Dutchmill in Madison is the absolute slowest. We were stopped in Rockford for about 20-30 minutes with no communication and then sat in Beloit for another 10. Both drivers lack people skills and appear unapproachable. Prior to today (4/19/26) we have ridden CoachUSA multiple times to and from O’Hare with great experiences and timeliness. This co has quickly gone downhill. Also, don’t care for the fact that NO buses from from the airport from 12am-7am

Book a reservation the day before for a 12.40 bus but it doesn't turn up. The assistant in the terminal is worse than useless. Another bus turns up but says he isn't going back to O'Hare. Do not get this if you want to make your flights. Oh and there is a no refund policy!

Very poor communication - 3 stops are listed on the website, but the driver failed to stop at the one I was waiting at in central Manhattan (the one listed as next to Grand Central Station). Luckily there was a lot of traffic and I could rush the 300m to Bryant Park to catch the bus (there is no sign for coachusa anywhere), but this was added stress that could easily be removed by clearly communicating where the stops are. Buses are old and not particularly comfortable, and the tickets are not cheap either. I would strongly recommend getting the train, which is also cheaper.

Central Middle School recently used Dillon’s bus service, Hanover, MD, to transport our students to Ocean City, and I am very pleased with the entire experience. We chose Dillon’s because they provided the best quote, and I’ll be honest, I was skeptical at first because their price was significantly lower than their competitors. However, from the moment we selected them as our transportation provider in December, to the moment we returned home in March, I have nothing but positive things to say.

Communication was excellent. Although there were a couple of moments where their internal communication seemed slightly misaligned, particularly during the payment process, every interaction I personally had was handled promptly and professionally. Anytime I reached out with a question, request, or change (whether by phone or email), my request was honored immediately, and I received an updated contract right away.

Our bus arrived on time and was clean and comfortable. Our driver was patient and understanding, especially as we were running behind schedule on our way to Ocean City March 10th. When she picked us up for our return trip, March 13th, she greeted us with a smile, which was a wonderful way to end a long competition day.

I want to give a special shoutout to Darnell. Your professionalism, kindness, and calm demeanor truly made a difference. You helped ease my anxiety when we had to adjust our pickup location and times, twice, and you handled everything with patience and reassurance. I sincerely appreciate your support throughout the process.

I will definitely use Dillon’s again. Their service, communication, and professionalism exceeded my expectations, and I highly recommend them to any school or organization looking for reliable transportation.

Awful service . Avoid it at all costs. The bus never came . I was waiting with a bunch of people standing in -13c for a whole hour . No one was answering no one answered my emails . That have not give me a refund on my ticket and I can’t speak with a representative. I hope this company closes soon . The cheat on people . Don’t ever waste your money for them . I end up paying an uber + the ticket for the bus which never came . I have all the proves and mails with the company. Avoid them .

The bus didn’t show up at Port Bus terminal to take my mom and me to the New Ark airport. No company representative at the terminal. No sign of service cancellation. No email notification from the company on their cancelled services. My 85 year old mom was stressed while I was trying to find out what’s going on. Had to take a taxi to catch up our international flight. No refund from the company: your ticket has been completed. It is our hope that your inquiry has been resolved to your satisfaction. Wow!

Janesville Wisconsin- bad attitude ! The Place for receiving and experiencing a really bad attitude! This mornings staff member is not interested in basic politeness. When I approached with a simple question about not receiving an email or ticket yet being charged - I was treated with disable. Such an unpleasant attitude you have tk take the view it’s her life. She certainly is angry with her company and employer but when you start with such a bad attitude you know it’s about her. It’s sad realky because the drivers and service are great in an industry that has struggled. Replace this woman she can not be part of what is right with your company - date and time: 2 December 2025 6:15 AM

This company put me on a dangerous, nonworking bus. The driver took an unauthorized route, the bus died and a busload of passengers was left to fend for themselves by the side of the Jersey Turnpike. These people put a busload of passengers in serious danger and should not be allowed to operate.

Although customer service was not exactly the worst, our bus arrived over an hour later than what it was listed on the original description. I ended up missing my second bus because the first bus (Coach) came so late

I am very disappointed with how my case was handled. On August 25, 2025, I was overcharged $60 instead of $30 for a single bus ticket at Port Authority. I contacted customer service multiple times and provided all documentation, but after weeks of waiting I was told that “all sales are final” and my case was closed without a refund.

This was not a refund request for a valid ticket - it was a clear billing error caused by your agent. Closing the case without correcting the mistake shows a lack of accountability and poor customer care.

I have since had to dispute the charge with my bank, which should never have been necessary. I hope Coach USA takes this feedback seriously and improves how you handle legitimate overcharge cases in the future.

I booked tickets from PABT to the New York Renaissance Faire via coach usa. I was in line when the bus filled up, closed its doors and left. The ticket agent then left their post, offering no announcement. After about 15 minutes we were told another bus was "probably coming". Ultimately we had to wait another hour and suffer unprofessional conduct by staff before another bus did come. I contacted customer service and was not offered a refund despite the poor service and 75 minute wait despite it being the fault of their poor planning. Why even sell tickets if you're not going to use those numbers to plan how many busses you'll need for that amount of passengers. I would not recommend this bus service for anything time sensitive or that you care about going to. And if you have a bad experience, don't expect customer service to be any help.

I had an awful experience with Coach USA’s Newark Airport Express on July 28, 2025. The bus was late, then broke down, and staff were rude, unhelpful, and dismissive as I nearly missed my international flight—despite arriving 3 hours early. The website gave false payment info, the staff lacked urgency or empathy, and the delays were all internal—not due to traffic or weather. Customer service took over 3 weeks to respond and refused any responsibility or refund. The experience caused immense stress and was handled appallingly. Would never use this service again.

The Coach bus to Newark Airport at Port Authority is impossible to find. Not only is there no signage at all, but also two people (one who works at Coach and one who works at Port Authority) gave me bogus directions. My family missed our bus, necessitating a $150 taxi ride in order to catch our flight. When I called Coach USA, they refused to refund our money. I will call everyday until they cave.