Do NOT Use CharterUp
Do NOT Use CharterUp I am a small tour operator. Most of the time we use vans, but sometimes we charter buses for larger groups. Twelve years ago, I had a bad experience with a bus broker, US Coachways. Less than 24 hours before departure, they told me the bus company had canceled and a replacement would cost 50% more. I paid. I had no choice and swore off bus brokers. Three years ago, I reluctantly used CharterUp for a tour in Texas. Despite being a broker, it went smoothly. This year, I booked and prepaid a bus through CharterUp for another weeklong tour. At 7:30 PM the night before pickup, CharterUp informed me that the underlying carrier, Azteca, had canceled. They offered a replacement bus costing 55% more, though they would "cover" part of the increase, leaving me to pay 35% more. They gave me one hour to respond. By the time I reached them about 70 minutes later, they said they had released the replacement bus and my only option was a refund. The explanations for the cancellation were inconsistent. One representative cited selective cancellations; the next day a supervisor said Azteca claimed a DOT compliance issue. Neither explanation inspired confidence. With 25 clients waiting to travel, I scrambled to arrange alternative transportation. I ultimately found an independent operator and completed the trip, but only after significant stress and an additional $3,068 in costs. CharterUp refunded my original payment but provided no compensation for the extra expenses caused by the cancellation. My concerns with CharterUp are: * Last-minute cancellations followed by much more expensive alternatives. * Inconsistent communication. * Inadequate oversight of carriers. * Failure to stand behind a fully prepaid reservation despite marketing promises of reliability and 24/7 support. My advice: work directly with reputable bus operators whenever possible and avoid broker networks. Use AI to find bus companies NOT working with CharterUp.