Rider Express - Kamloops - Kamloops, British Columbia

Casey W.

I am very disappointed with the lack of customer service from Rider Express. According to their own published policy, I am eligible for a refund, yet after weeks of trying to resolve this, I have received no response.

I was initially in contact with a representative (Adil), but all of my follow-up emails over the past two weeks have been ignored. This is extremely frustrating and reflects poorly on the company’s accountability and respect for its customers.

I booked with Rider Express in good faith, trusting their stated policies. Unfortunately, the complete lack of communication and unwillingness to honor their commitments has made this a very negative experience. I sincerely hope Rider Express addresses this issue, but until then, I cannot recommend their service.

Ahmed A. A.

Drive was good but schedule and timing were horrible. My ticket showed the bus leaving time to be 3 pm, but I received a phone call from their customer service at 12:30 telling me that the bus will leave in 45 minutes (1:15)... I was out of home doing some shopping and I had to rush to catch the bus, and I couldn't go home to pick my luggage... I reached the bus around 1:35 but but the driver didn't move until 2:45.

Peter A.

Don't know the female drivers name but July 6 from Banff to Kamloops she
was an excellent driver and I do know a bit about driving

Victor M. N.

I took a bus from Vancouver to Kamloops on October 11th, departing at 8:15 AM. My complaint is primarily about the driver (don't have the name,but with this information you can validate it) He took longer breaks than indicated, resulting in a one-hour delay. We were scheduled to arrive at 1:15 PM in Kamloops but actually arrived at 2:15 PM. The traffic during the trip was minimal, never exceeding 15 minutes, and I counted at least 45 minutes in excessive break time.

Time is important to all passengers, as we often have tight schedules. At our last stop in Merritt, at 12:57 PM, the driver announced a 15-minute break, instructing everyone to return by 1:12 PM. When I politely inquired about our expected arrival time, explaining that I had a connecting bus (bus that I missed and lost money and time) he responded dismissively, stating he couldn't go faster, never asked for that and there is not a professional way to answer, However, after our conversation, he returned more than 10 minutes late, arriving at 1:25 PM.

This experience felt disrespectful, immature and kind of racist, I don't know how to take it, so immature from someone from his age.
It's crucial for your company to ensure that drivers handle passenger inquiries professionally and respectfully, regardless of their personal feelings. I urge you to address this issue, as it reflects poorly on your service.

Pratibha B.

Unreliable Service and Poor Customer Support

My journey from Kamloops to Surrey was a nightmare. The bus, scheduled for 6:40 AM, was delayed to 8:40 AM with minimal notice. This caused me to miss a crucial appointment, even with buffer time.

The three-hour delay cost me $500 in unexpected expenses, including a hotel stay, premium rescheduling fees, and lost wages from a canceled shift. Customer service was unhelpful, dismissing my claim by stating refunds are only for delays over five hours, despite their website mentioning "special circumstances."

If you have a flight to catch or any urgent plans, do not rely on this service. They are completely unreliable and unresponsive.

Miguel S.

PLEASE PLEASE PLEASE !!!!!

BUYER BEWARE….

The refund policy (for lack of a better word) for this company is trash.

My praise for the staff and buses which are on point, don’t get me wrong. I really compliment how professional they are.

If by any chance you buy the tickets and for any emergency you have the need to ask for a refund, you will never get your money back. They will offer you a voucher that you can use “within a year”, that by the way, is valued at only 50% of what you paid originally ……

(Wow ! Not even Tim Hortons has such a bad customer service policy)

So please if you buy the tickets make sure you really need them and you will use them.

Sumit D.

Worst service ever i experienced there branch manager was so rude so disrespectful towards their customer lady have no sense of talking i asked her about delayed notification why you send it late to me i got notification of delayed bus at the time of original time when i questioned her this she start talked so rude there management should work on it

Austin P.

I had no idea there even was a bus service that did Kamloops - Vancouver. Aside from being a little late, worked out really well.