We enjoyed our experience from the initial telephone inquiry for a quote, booking the trip and luxury charter bus to the travel day itself! Great for our trip for our 34 traveling guests! Will orchestrate future sojourns with Metropolitan Shuttle again!
Review by Momodo1 month ago
Metropolitan Shuttle absolutely knocked it out of the park. They were very helpful and everything was exactly how I requested. The drivers were friendly and professional and the buses were top notch. Our group was comfortable and on time at every point of our trip. Thank you for all your help. I would highly recommend their service.
Review by Alivar1 month ago
Bus arrived on time and looked great. Very clean and roomy. Driver was great, very helpful and personable! Will use Metropolitan Shuttle again!
Review by Crestita1 month ago
Driver was fantastic- could not have been better.
Review by Barbette2 months ago
Great price, friendly and helpful staff.
Review by JeanPaul2 months ago
Very happy with metropolitan shuttle. They arrived early and driver was very pleasant. He treated our football team with respect. I give him credit for having to ride home with a bus full of sweaty smelly high school football players.
Review by Lewdecrew2 months ago
Metropolitan Shuttle was extremely professional and very accommodating to our needs, particularly given our time constraints and last-minute planning.
Review by Biggerdlong2 months ago
No problems; things went smoothly. Great service by driver.
Review by Csd2 months ago
Review by Stefmelendez2 months ago
Excellent service and great price. Would use again
Review by Inndecs3 months ago
Our driver, Gary, exceeded all our expectations!! We have been traveling over 40 years with our dance school and this has been one of the best travel experiences. Job well done.
Review by DieHardAsItGets3 months ago
We had a great time!
Review by Lohengrin Fourbanks3 months ago
The whole process of getting a quote and discussing the specific needs of our trip as well as answering specific questions was all great! Our driver was awesome and our pickup/drop off was very, very smooth for having our outing in a very busy city on game day! The only reason this is not a 5-Star is because the bathroom was not sufficiently cleaned from a previous trip and there was a pretty bad smell.
Review by Joswa3 months ago
Wonderful company to work with. They are professional, always on time and great to work with!
Review by Maano Gorlinski3 months ago
The bus is very good and Ernest is very nice.
Review by Skayn3 months ago
Was fair priced and a quality experience
Review by Gerdur4 months ago
Our church group has have great experiences and customer satisfaction with Metropolitan Shuttle. They provide clean buses, with PA system and other amenities.
James Goldthorpe, Account Executive, is really professional, exceeds customer satisfaction, and strives to provide you the best rate.
I will definitely consider Metropolitan Shuttle for future group bookings.
Review by Nazirali4 months ago
These reviews have to be fake.
The booking process was easy enough although there was a large lack of communication during some of it. Once the shuttle showed up I was horrified. It was essentially a dirty Chinatown bus. The drivers were unprofessional (one ignored me when I went to confirm where were going and only continued to smoke his cigarette and talk loud on the phone). The company also gave them the wrong second location which caused a lot of confusion for the drivers and caused us to be late arriving to our destination. Their 24/hr helpline was unhelpful and instead is a call center where people just take messages and you're not able to talk to your rep. Safe to say we will never use this service again.
Review by Armeakcia4 months ago
easy to use...............
Review by Keighton Clemitshaw4 months ago
I sent specific directions in my email thread to the folks at Metropolitan shuttle with images on where the buses needed to go. The drivers did not get them. I also asked in my emails:
"Do I need to communicate the specific directions with them or will someone else? "
Nobody got back to me.
The bus drivers also did not have the address that I provided Metropolitan with. I had two buses and they both wound up in totally different locations. I had 100 people standing outside waiting for 20 minutes while they waited for me to coordinate with both drivers who were in totally different locations, both without the 220 Jefferson address that I provided and the images. After we were dropped off, one bus driver said he would be back to pick us up at 1:30 pm. I said no, the agenda I sent was that were to get picked back up at 11:00 am (it almost happened again... thank god I checked with them!). Because we were 20 minutes late, we had to cancel an entire section of our program for the day, not to mention that the 100 employees were furious they had to stand and wait for 20 minutes.
My questions to Metropolitan after the trip were:
Why did the bus drivers not have the address I provided?
Why when I called them an hour before they did not answer (only 10 minutes before did one driver pickup). I was also given the wrong number for one driver. It wasn't until I was texted the right number could I get ahold of them.
They offered me a $100 credit on my next trip...
This was a terrible experience for us, and likely a lost client for our company as well.
Review by Parthenay4 months ago
Great Job! On time, clean and professional.
Review by JessicaD4 months ago
My company had a positive experience working with Metropolitan in 2018 and decided to book through them again for 2019. This year, I lead two trips, each with about 7 days of local service in Boston area before going mobile to New York and Washington DC.
Ted Notis, who was also our agent in 2018, gave us a solid rate for both bookings and even price-matched a New York-based bus company that offered us a lower rate but would have required housing for Boston portion of the trip. Then, a few days before the trip, due to a booking mistake from our partner agency, we wound up needing to move portions of the itinerary around. I quickly updated the itinerary and sent it to Ted, but received no response at all. I called Metropolitan’s customer service line and eventually received a call back from a woman saying the itinerary change was no problem and to just communicate the changes to our driver each day.
Turns out it was actually a big problem. The buses cannot accept itinerary changes from the client, only directly from the agency. I understand this is in order to ensure accountability with the hours contracted and the worked actually performed, but what do I do when the agency is either unresponsive or giving false information?
Metropolitan has at least three numbers that serve a customer service role in one way or another, but only one is useful. There’s one that gives you a receptionist service who writes down your information and promises an agent will get back to you “very soon” (they won’t), another with a similar receptionist who might occasionally get an answer, and a third that’s just voicemail.
Ted did eventually respond, saying the itinerary had been updated but that they were considering “adjusting” the price due to the changes. Fair enough, but at this point I had already paid one of the buses an extra $200 for swapping a day in New Haven from a Monday to a Sunday (keep in mind this was something the Metropolitan agent told me wouldn’t be a problem).
Besides this, the first trip generally went smoothly in terms of actual implementation and logistics. Our drivers were reliable, had good experience driving in every city we visited, and often made very helpful suggestions in terms of route planning. On one day, one of the bus’s AC system stopped working, so we switched buses for the next day while the original driver took their bus to get repaired. The replacement driver wasn’t quite as good as the original driver but performed competently enough, and we appreciated the swiftness with which the AC issue was resolved.
So the first trip ran fairly smoothly despite some setbacks, the second trip however…
Our second group had 58 total participants, which is a tedious number to work with since the average full-sized bus only seats 55-56. We decided the most economical way to handle this would be to rely on Ubers for the spillover participants during the Boston portion, then hire a personal driver for the mobile portion. Although Metropolitan advertises these buses as being 56-seaters, I knew from experience that the bus company occasionally has a larger sized bus (these can sometimes go up to 60), so I requested the driver’s contact info quickly to directly contact and ask how many seats the bus had.
I repeatedly called Metropolitan asking for Ted, only to finally get in touch with someone who told me he had "left the company." My booking was assigned to a new person named Ben Knowlton who was slightly more communicative. Still, lines were slow and I wound up not getting the driver’s info from Metropolitan until the day of the pickup. I called him and, to my horror, found that he had been given a 47-seater bus and it was too late to switch. When I asked why it wasn’t a 56-seater, he said the 47 had been approved by, guess who, Ted Notis. I immediately called Metropolitan to complain, but also needed to act quickly since the group was about to clear customs and would need transportation. I decided to request two Lyft XLs to ferry the spillover participants over, but there was massive congestion in the ride share area that caused the second Lyft to arrive 20 minutes late. To make matters worse, this was a nighttime arrival in the middle of a heatwave in Boston, so the spillover needed to wait outside and did not make it to their rooms until well past 1 in the morning. In the midst of herding our participants, I also got a callback from a Metropolitan representative who said something about “numbers fluctuations in our group,” but I was busy coordinating the Lyft pickup and hung up.
I later learned from the driver that Ted had told them that my group would only have 35 participants, which was part of the reason the 47-seater had been booked. Metropolitan - that is extremely unprofessional. Even if you have some (inaccurate) headcount for my group, that does not allow you to send something different than what’s in the contract. It should not matter if my group has fifty people or ten. If I sign for a 56-seater, give me a 56-seater. End of story.
As previously mentioned, our drivers up to this point were generally reliable. Unfortunately this was not the case for the driver we had during the mobile portion of the itinerary. Although he was good with punctuality in the mornings and helpful with students (apparently he was with another group we had and fished out a phone a student had dropped in the bus toilet), he really had a bad first day with the group, which included:
-Entering the wrong address into his GPS making us late for our first activity
-Displaying an obvious lack of knowledge for Boston geography, including traveling from BPG to MIT by taking the Mass Pike off of Newbury and going through Central square back down south to MIT (huh?!)
-Arriving 40 minutes late to pick up half our group eating lunch due to being unable to turn around
-Getting PULLED OVER by police on I90 for speeding
-Taking 3 minutes to park correctly in an empty lot at our dinner stop
When it became clear the driver didn’t know what he was doing, I called Metropolitan, demanding they switch him for the remainder of the trip. After all, if this driver (whose bus company is based in Massachusetts) couldn’t even navigate Boston, I had very little faith they could handle New York or DC. When they called me back, I spoke to someone named Jackie who seemed skeptical the driver was even pulled over since “the buses have trackers and can only go so fast.” I told her I would gladly email her the photo my staff had taken of a police officer onboard the bus, as well as asked her to call the driver himself and ask if he’d gotten pulled over. I also mentioned Ben had been ignoring my calls and emails, and she said she was transferring my booking again to a new person named Moustafa who would be in touch with me soon. I was unaware Ben was out, and once again it appeared this changing of duties would not have even happened had I not called in complaining.
Sure enough Moustafa called a little bit later. When I asked about the previous agents, he informed me Ben had a death in the family. My condolences to Ben, but once again my booking was floating around in space with no active agent assigned to it until I had called. METROPOLITAN, THIS NEEDS TO CHANGE. I should not have to do your job for you and waste my own time hunting down the right person for my booking. Why you wouldn’t have an active agent assigned to a complex multi-day booking is completely beyond me.
Of my revolving door of agents, Moustafa was the most reliable, and texted me daily asking for updates on the driver’s performance. He never switched the driver despite my repeated insistence, however, and insisted he “just had a bad first day.”
I will vouch for the driver by noting that he had never received the updated itinerary for the first stop involving BPG in Boston (despite Ben acknowledging he had received it) and thus may not have been adequately prepared, but this route was completely ridiculous and made us look silly to our customers.
His driving for the remainder of the trip was somewhat better until the final day in New York when he took us on another absurd route from the Metropolitan Museum to the WTC Memorial that involved staying on congested Lexington Ave way longer than necessary, getting on FDR Drive for two blocks only to get off again, and crawling through congested and not bus-friendly 6th Street only to get back onto Houston and FDR a second later. We’re lucky the clientele were international and didn’t have knowledge of the layout of New York, otherwise they would have likely picked up on how nonsensical our route was.
It’s now been over a month since the final trip and there’s been no follow-up or anything from Metropolitan to go over how these bookings went, so I’ll give the recap myself:
-Reliable drivers for first session and parts of second session
-Buses generally clean and suitable for group
-Literally everything else
I’d like to give the company the following suggestions:
-If an agent leaves or becomes unable to perform their job for any reason, assign their ongoing or upcoming bookings to a new agent immediately and notify the customer of the change. They should not have to play phone tag for hours just to find the right person. If you are going to charge overhead fees on top of what the bus company you contract to charges, at least have the availability and customer service to justify the cost.
-Vet your bus drivers and companies better. Looking through these reviews it looks like even this year I got off easy compared to some other horror stories people have. Considering the quality of the bus service itself was the main highlight of this summer, that’s kind of all you have going for you right now.
Not much more to say. You have lost my business.
Review by Dikkidave4 months ago
This company sent two buses with drivers to a WV middle school for a trip to D.C. less than 3 hrs after departure the police were called due to the buses swerving all over the road. The drivers were deemed unfit to drive. Our children were taken by school bus to a local high school for more than 8 hrs missing the entire day of their trip while waiting for new drivers. This company put my childs LIFE AT RISK! Dont believe me look it up. Pictures and all. (WHSV.com Hardy County Helps out school group stranded by drowsy drivers) 😡
Review by Cristhofer Arrondo4 months ago
My only drawback is that they switched drivers on us the day of the trip and our return trip driver was 15 minutes late to pick us up.