Delaware Express - Newark, Delaware

D B.

Tried to book another bus for the Eagles parade on Monday morning after the superbowl. It was hard to get a return call, then when we finally get someone to talk to, they said they can do a bus but kept dragging us on. Three days of horrible communication on their part, only to find out they added busses for the parade at an extremely elevated rate. $55 per passenger..but if you charter the bus it’s would be just under $40 per passenger. They actually chose to run the trips and lied for 3 days only to not provide us with a bus even though we have booked with them in the past as well as sent numerous clients their way over a 7 year period. They chose a few extra bucks and let a recurring client down. Well that’s just fine. All those clients are now dumping them and going with a much better company right here in Delaware. Very poor business model.

IT IS SUCH A SHAME THAT A BUSINESS OWNER ACTUALLY LIES TO PEOPLE ANS TEACHES HIS EMPLOYEES TO LIE.

Edward O.

Driver asked us what airline we were flying with. I said we were flying international. And was trying to say United. Driver interrupted me saying "that's all i need." and he dropped us off at the first available international gate instead of taking us to united like we needed. We moved 300lbs of luggage from American gate to United. It was horrible. He should be fired for attitude and lack of concern for his passengers. I don't say that lightly.

Natalie M.

Had a trip to Washington DC today. Wonderful trip. Bus is clean. Picked up and dropped off on time for both ways. Reasonable price. Our driver Erik (or Eric...not sure the spelling) was friendly and great driving skills.

Sheri D.

Stuart went above and beyond to get me back to my vehicle after the Eagles parade. Request him for your service.

Edward G.

Have used several time, on time or early, watch the flights with excellent communication. Cars are spotless, drivers are awesome. Will be the first call in the future

Peter B.

I always use Delaware Express to go to the airport. Their cars are late models and always clean. The drivers are polite and and properly dressed. They know alternate routes if necessary and drive safely. I have never gotten to the airport late. I have recently used their coach service to take day trips to Manhattan. Same great experience as with their car service. I recommend Delaware Express.

CJEJR

Let me first say that I've had excellent service from Delaware Express in the past. However, recently we waited at our pick-up time and nothing. When I called them, I was told that someone failed to change my revised pick-up time. The best they could offer was for Newark Taxi to pick me up and I could get reimbursed later. I was seething! We ended up driving and paying for long trip parking. My most recent customer service experience was terrible but everyone is entiled to mistakes I guess. You would think they would have made a better offer when they realized their error, or offer a complementary trip in the future....

Amanda J.

The Drivers are great. The Office does not understand how time and space work.

I scheduled a pickup for my husband at Philadelphia International Airport for 9:44 pm. His plane landed early but that happens- he waited. At 9:45 there was no car, no call, no text, no information at all. At 10:00 the Driver calls me, then him, letting him know that he is still 45 minutes away. His GPS showed him as still being in Delaware which would make that a reasonable estimation. He arrived an hour later. So, my husband was picked up at 11:00 pm when he should have been picked up at 9:44 pm.

The following day- I call the number on my invoice to express my dissatisfaction. Apparently, that number goes to a call center in another country. That individual could not have cared less and was very dismissive. So, I sent an e-mail to the customer service e-mail address on the invoice specifically asking for a return call from someone with authority to make this right.

Instead, I got a call from a woman who was either gaslighting me or genuinely does not understand that time only moves in one direction nor the current laws of physics. She started by telling me she could not reach the Driver nor the Dispatcher and there were no notes in the file- so she had zero knowledge of the timeline of events- but, despite this position of complete ignorance, she was determined to explain to me why I was wrong. Here we go.

At the minimum- Delaware Express Shuttle knew at 9:45 that they would not be able to make the 9:44 pick up time. We should have received information at that point *at the latest*. Considering that the Driver knew at 10:00 that he still had 45 minutes to go, and his GPS showed him in Delaware, it is a reasonable conclusion that Delaware Express knew, or should have known, prior to 9:44 pm that they were not going to make that pick up time.

But this woman proceeded to argue that point. That I could not say that because I don't work there and I don't know how dispatching works. Madam, unless Delaware Express Shuttle has access to a time machine there is no way at 9:45 pm they were going to arrive on time for a 9:44 pm pickup. She then has the nerve to double-down and suggest that the driver could have been nearby at the pickup time. Madam, I just told you that the Driver stated at 10:00 that he was still 45 minutes away with his GPS showing him in Delaware. Unless Delaware Express also has access to a teleporter how on earth do you reach the conclusion that it was likely, if even possible, that the Driver was, in fact, nearby from the set of facts provided? Are you calling your Driver a liar?

This conversation just devolved from there and was akin to explaining gravity to a chicken. She insisted on just arguing every tiny minute thing she could grasp. At one point, she wanted to argue that Delaware Express Shuttle probably did know they were going to be late but opted not to call because my husband would not have gotten the call anyway on the plane. Madam, his plane landed fifteen minutes early. My phone number is on there as a back up contact number- which your Driver used successfully after the fact- and, most pressing, you *choosing* not to make the attempt is the very issue!!!!! That's the whole point!! You got there!!! You *should* have made the attempt to communicate but you CHOSE not to do so!! BINGO!!! WINNER!!!

The bottom line of her call was that she could not do anything. She said I needed to speak to someone else and rattled off some numbers. I told her to e-mail that to me as I did not have pen on me but she said no, she wasn't going to do that and she isn't required to. She said she is required to respond to the e-mails and she's done so. She said goodbye and hung up. Instead of trying to argue with me she could have just said that- Hey, got your e-mail, sorry about all that, here is the name and number of the person you should speak to on Monday, good luck, sorry again, have a nice day, good bye. Maybe Delaware Express Shuttle can fire up their TARDIS and have her say that instead.