Big Green Coach Reviews 

Used BGC from Norwich on 7/7/26 for travel to the BTS concert at Tottenham Hotspur Stadium. First time using your company.. and my last.
We were dropped off at Cambridge, being told that was as far as the coach was going and taxis were taking us the rest of the way. After 2 hours of waiting in 30° heat , numerous phone calls and no communication. They finally arrived. Was told they didn't know how we were getting home that night, so had that added worry up until 10 minutes before the concert finished. Customer service was rude and unhelpful, when you managed to speak to someone.

I emailed a complaint, to basically be told that it was our fault for not filling taxis properly, you could only get 4 people in at a time. No response to my latest email, 12 days later. No accountability taken and the lack of communication was/is shocking.

Never again.

I have used Big Green Coach several times over the years for trips to Wembley and other venues, and until now I’ve always had a positive experience. Unfortunately, my experience travelling from Southampton to Wembley for the Bruno Mars concert on 19 July was extremely disappointing.

When we arrived at Wembley, we overheard our driver telling the parking staff that he would not be taking us home. No announcement was made to passengers, so if we hadn’t happened to hear the conversation ourselves, we would have had no idea our return coach was different. When I asked the driver where we should find our return coach after the concert, he simply said he didn’t know and couldn’t help.

I then tried calling the customer service number printed on our tickets at around 5:15pm, only to be told it was unavailable outside operational hours, despite coaches actively dropping passengers off. My sister and I also sent direct messages on Instagram asking for help and never received a response.

The uncertainty meant we spent the entire concert worrying about how we were going to get home and even left before the final song to give ourselves time to find the coach.

When we returned to the Pink Car Park at around 11:00pm, there were no coaches displaying Southampton. We walked around asking multiple drivers, none of whom knew anything about it. I spoke to another Big Green Coach driver, who told me he couldn’t help, and even the parking marshal was unable to offer any assistance. We also found other passengers from our coach who were equally confused and unable to locate the Southampton service.

By 11:00pm, we genuinely believed we had been stranded in North London. We were over two hours from home, trains were no longer a realistic option, there was no way of contacting Big Green Coach, and no member of staff available who could tell us where our coach was.

Eventually, after speaking to the same driver for a second time, he realised he had been given the wrong paperwork and that his coach was actually the Southampton service. I informed the other passengers we’d found, and we were finally able to board. Had I not kept asking questions, it’s entirely possible we and others would have missed the coach altogether.

I submitted a formal complaint to Big Green Coach detailing this experience, yet more than a week later I have not even received an acknowledgement, despite sending a follow-up email. The complete lack of customer service after the event has been just as disappointing as the experience itself.

While we did eventually get home, that was only because I repeatedly asked different drivers for help. No customer should be left believing they have been stranded at a major event with no information, no support and no way of contacting the company responsible for getting them home.

Based on this experience, I cannot recommend Big Green Coach. If you’re travelling to an event where getting home safely is essential, I would strongly advise avoiding them and choosing an alternative coach provider. A company transporting passengers to and from major events should have clear communication, reliable customer support and contingency plans in place. Unfortunately, Big Green Coach failed on all three.

We traveled from Manchester to Wembley to see Bruno Mars last night and the journey there and back I cannot fault!
We got on a coach that had 3 pick ups and I believe there was a coach going direct behind us but it was too late to swap over.
We picked up Sharston, Stoke and Stafford and had a 45 minute comfort break at Norton Canes services, left there 1:20pm and were at Wembley and off the coach at 4pm ❤️ we could leave our things on the coach at our own risk.
Coming home we left around 11:20pm, stopped at the same services and was back in Manchester for 5:40am

When the concert we were traveling to by Big Green Coach was cancelled a refund was promptly made even though the payment was made months before using a payment method that had expired. The customer services team (Layla) was extremely helpful and efficient.

Great customer service with Layla over the last few days. She stayed intouch with myself until the matter was resolved. Thankyou!

Coach was over an hour late to pick us up at first stop. No communication. Smelly toilet. Terrible driving. Dumped us at Wembley late after the doors had opened so pre concert plan ruined. Made no clear plan for pick up ( did not go into coach parking). No head counts. Passengers walking around Wembley at night looking for a coach. Coach driver had no idea of where to stop. Literally could not have been any worse. Such a shame after a really good journey for Oasis last year! No response to email complaint.

UPDATE - 31/07 - Still no response to emails!! Phone line always closed. Have now raised a case on PayPal.

BGC - never had such poor customer service!

UPDATE 09/08 - Still no response! They responded to PayPal. They do not care about the customer only profit. DO NOT USE THIS COMPANY

Do NOT use the big green bus shuttle bus stevenage. Iron Maiden Knebworth July 11th 2026. Arrived at Stevenage train station 14.10. Had shuttle bus tickets to knebworth on the phone, booked months previous. Made to go downstairs, queue in 28 degrees to be given paper tickets. Made to go back upstairs, join another queue to wait for shuttle bus. Bus arrived 15.10, so an hour waiting. Huttle buses should have been there waiting for the train arrival, how hard is that to organise. On board, bus decides to drive up the motorway into the traffic. Took an hour to get to knebworth. No bus lanes, nothing. Over two hours from arriving at Stevenage to get to the concert. Also found out, the shuttle bus was only one way, which did not state this when booking. Missed the opening act, would have been better walking. This venue is operating years. The big green coach shuttle bus is shambolic. Very unprofessional. Knebworth concerts need to be pulled from this town if the council and bus companies cannot get their act together organising the event. It is clear the local town makes alot of monies from this event but appear incapable of managing it properly. One hour and 30 minute walk back to the train station as no return shuttle bus provided. Absolute shambles!

Awful, just awful.
Nobody cares. You can write to any email address and after they decide they have replied to enough of your questions they then simply ignore you.
Even contacting the big bosses direct gets you ignored.
They simply do not care about the welfare of their customers and would rather just ignore them than actually make any effort to put things right as that way they can try and maximise profit.
Just don't use them.

EDITED TO ADD
Usernames on social media rarely match any real name so no surprise to see that that is the case here.
The words used by BGC after they ignored 4 serious points (directly addressing parts of their T&C's) out of 10 made when they were asked to reply to them was:
"We will not be replying any further to your email"

They do not care - not at all. The complaint was escalated to CEO email addresses and it is known they received them due to 'automated replies'. Again, ignored.
They are awful and do not care about their customers.

Booked this travel coach in May 2026, Got to a week before the event on the 12th July and I had heard nothing from them. Not an email, no tickets or anything. So I tried to phone, Turns out their phone number isn't for any kind of support. So I had to Email them, After the first email I sent, they said they would look into it, this is 5 days before the event at this point. Still no tickets or information. I emailed again, With all the information I had. I had to message them on facebook, someone on there helped me, but again only said that they had passed it onto their team and I would receive an email.
3 days before the event, I got an email that basically said the coach has been cancelled and they have passed information on to the company they were working with.
Literally had months to tell me, and nothing. I had to be the one to ask them to find out that our travel was cancelled.
On top of it all, They are also refusing to send me a refund for a service I didn't get and trying to push it off on another company.
£220 out of pocket, Don't trust this company.
Literally nothing but stress and regret. Never using this company again.

Great company,

I booked the wrong pick up destination and emailed the team and they could not have been better. They sorted my ticket right away, with no hesitation.

Due to a change in my personal circumstances I was unable to attend an event booked and was overwhelmed by the assistance I received in obtaining a refund.
I would most certainly book coach tickets for any future concerts with Big Green Coach. Fantastic customer service.

I booked a coach for my niece and I to go from Reading to Crystal Palace Park for Snow Patrol, I have used this service before to go to the football but this time was awful and not what I expected at all.

The journey to the venue was fine but the journey back was completely unacceptable, unnecessary and avoidable. We were told the coach would be leaving at 2245 hours, so we arrived at the required stop at 2205 hours, but the coach did not arrive at 2245 hours and when we made enquiries with the member of staff at the stop, she advised us that there are normally two drivers but today there was only one and they were obligated to have a 9 hour break before they can drive again, that is utterly ridiculous as they would NEVER be able / ready to go at 2245 hours if that is the case.

Whilst I appreciate the driver needs his rest period, this should not directly impact the paying customers as it did that night, we waited 90 minutes for our coach to arrive, which was 50 minutes later than the designated time and we had to chase the member of staff to make enquiries as to it’s location, because initially she told us there was no way she could find out where he was, or how long he was going to be.

This delay had a knock on effect as we were not be able to get the last train from Winnersh for our onward journey as the coach arrived after it had left and we had to source a lift from elsewhere, at even more expense, this again was completely unnecessary, avoidable, and unacceptable.

I paid £90 for my niece and I to use this service which is more expensive than a train ticket, I did not expect to be standing for 90 minutes, waiting for a coach without a coat and jacket, and for there to be an avoidable 50 minute delay, which I am sure would have been longer had we not chased the member of staff regularly for an update.

To add insult to injury, I have sent two emails and a Facebook message, but nearly one month later, I still have not had an acknowledgment of my complaint or even an apology, which is why I am posting this message on this forum. This is absolutely terrible customer service and has reinforced my decision to never use your service again, as not only is it unreliable but the customer service is atrocious.

I do not hold any hope of receiving a response but I need to tell everyone how poor your service and customer service is.

DO NOT USE THEM AGAIN DO NOT USE THESE COWBOYS ABSOUSTLY TERRIBLE THEY DO NOT DELIVER WHAT YOU EXPECT AND PAY FOR.

I contacted the Big Green Coach company regarding a coach reservation linked to Boardmasters Festival. I received a extremely speedy response to my query which was dealt with effectively and efficiently. I was impressed with their customer service as I was expecting my query may have caused a challenge but it just didn't. Fantastic!

Fantastic customer service. Quick and very helpful staff x Layla extremely helpful

The customer service is amazing. Even though they say it may take 7 days, our issue was sorted within hours by amazing Layla! Thank you

DO NOT USE THIS COACH COMPANY!!!

I booked a coach from Calcot, near Reading, to go to the London Stadium where Take That were performing in June. Hoping this would take the pressure off getting a train or driving and enjoying a coach journey, door to door. There were 4 of us all paying £45 each for the journey to the Stadium plus a return journey.

How wrong were we???!!!

Our coach pick-up time was 1pm, but the coach arrived about 1.10pm. It certainly wasn't the 'luxury' coach I was expecting and had read about on the website. This was a rickety old coach without toilets. Anyone who was sat by a window seat had heat bellowing out, burning their legs. The coach driver didn't know how to turn the heating down and blamed the engine for this. The aircon was on but didn't make any difference at all. It was unbearable with temperatures outside of 34°. The coach had come from Bristol and was nearly full, and people were complaining about how bad it was.

We had one more stop to pick up 5 other people, but the driver didn't know where he was going. Someone on the coach knew the people being picked up and called them asking where they were. They had to direct the driver to them. This added an extra 20-30 minutes to our journey.

The driver made his way towards London, but the coach didn't sound good at all, plus it was sweltering inside. We stopped at Beaconsfield services for about 15-20 minutes. We were all about to get on the coach, but the coach wouldn't start. So our coach had now broken down and wasn't going anywhere.

After everyone had been hanging around outside in the heat, the coach driver did say that another coach would be on its way, but he had no idea how long this would be. It could take hours.

We ended up getting an Uber to the stadium, which was still a 2-hour journey away.

We didn't arrive at the stadium until 6 o'clock. Having missed the first act and only seeing the last 10 minutes of the Script. Not the day we were expecting at all.

We had no clear instructions on where the coach was going to meet us for our return journey, only that it was a good 30-minute walk away in a multi-storey car park. They didn't send any postcode, so it was guesswork.

There was an emergency number that we did call, and the girl was very helpful, but she did inform us that the coach had actually left without us!!!

Here we were, 4 women stranded in London at midnight, without a ride home that we had all paid for!!! We ended up getting another Uber, as by now no trains were heading our way home.

I did email the coach company, who didn't apologise but did refund a total of £90.00!!! This was half of what each of us had paid. They have kept £90.00 for us not getting to the Stadium and leaving us stranded in London.

This really wasn't good enough, and I have emailed them again but have not heard back from them.

No compensation for all the stress we endured or the cost of our Ubers but instead they kept half of our money.

DO NOT USE !!!

To leave a review you must leave 1 Star, but this company deserves much less.

Truly awful experience. Late pick up, unscheduled stops, drivers unaware of routes, unroadworthy buses with no Aircon, Toilet facilities in disgusting condition.
No guarantee the return will be in operation and may leave you stranded, you are welcome to try to use the helpline number, but it will be out of service, or you will be hung up on! The onsite ‘staff’ are truly clueless and unless you need someone to stare blankly at a clipboard they offer no use. Communication via email will take a minimum of 7 days to get an impersonal response where they will try to fob you off with a goodwill gesture discount for a future travel experience with them!!!?
Anyone in their right mind should avoid these shoddy thieves. You will also note they only reply to the positive feedback on here. Avoid at all costs!
*Update* in response to the BGCC reply: Yes the team have 'reached' out to me and despite both journies and event being affected/ruined an insulting 50% of my outward journey was offered??? nowhere near what would be considered as acceptable. I responded immediately and still await a suitable response. Essentially this is a company that subcontracts to the cheapest tender and washes their hands of any responsibility! the driver himself told us he was drafted in at late notice with no idea what the schedule or instructions were!

Excellent service.
They even waited a few minutes for my daughter and her friend who were repeatedly given incorrect directions by the stewards - sending them back and forth. I have her on life 360 and you could see her zig zagging being sent wrong way.
So no stars for Wembley stewards but full marks for Big Green Coach for waiting a few minutes for 2 young girls after the My chemical romance gig! Thank you!