I am a regular commuter on the St Albans to Hatfield route, and I want to give my highest praise to our driver, Tony. Taking the Zeelo bus driven by Tony is always a reliable and happy experience... Ver mais
A empresa respondeu
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Veja o que dizem as avaliações
Zeelo's customer service team are all phenomenal but I want to highlight Terry from the team because of his professional conduct. I had a sensitive request, which he handled with care and immediately.... Ver mais
A empresa respondeu
My child starts using Zeelo this year due to going to year 7. Coach has been late consistently everyday for the last 2 weeks. System is very rigid in requesting new stops or moving stop. My ch... Ver mais
Very prompt and efficient service from Ann who sorted some issues concerning the young lady who we care for and her transport to and from College. All done by exchanging a couple of bits of communic... Ver mais
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
Zeelo is a bus-sharing company, providing transportation services for commuting, school runs and events; bookable via a mobile app
Informações de contato
110 Clifton Street, EC2A 4HT, London, Reino Unido
- 0330 808 3306
- contact@zeelo.co
- zeelo.co
3,5
Bom
1 mil avaliações
Sem histórico recente de pedidos de avaliações
Esta empresa não convidou os respectivos clientes recentemente, portanto as avaliações podem não ser representativas
Respondeu a 55% das avaliações negativas
Normalmente responde dentro de 2 semanas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Ann was a really great help when I…
Ann was a really great help when I needed to cancel a pass, even followed it up to confirm my refund. A little wait on the phone to get through but once through they were extremely helpful.
10 de setembro de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello Heidi
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Great Customer Service
Whilst I don't find the zeelo app to be as functional as the Kura app that my son's school used last year to book his school travel, I was, however, lucky enough to be spoken to by Ann yesterday. She helped me navigate getting a new travel pass and an additional pass, due to being a separated parent. I had been trying to get through on the telephone for over an hour, so I was not in the best of moods, but Ann handled the situation (and me!) brilliantly, and also phoned back afterwards to give me an update. Great customer service that turned my opinion of the service around, Thank you! :)
11 de setembro de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello Simon
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Absolute rubbish
Absolute rubbish. My daughter missed her first week of college due to the app not working, she logged on once, all seats were full, then the whole system shut her out and no matter how many emails she sent they have never contacted her. If I could give zero stars I would! I spent an hour on hold - the wait is 18 mins, the wait is 13 mins, the wait is less than 5 mins. 45 mins later they hung up on me. Disgraceful
11 de setembro de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello Karen
Thank you for taking the time to share your feedback, and we're truly sorry to hear about your experience. We understand how frustrating it must have been for your daughter to miss her first week of college and for you to face such difficulty trying to get in touch with us.
This is not the level of service we strive to provide, and we’d like the opportunity to put things right. Please respond to our direct message or reach out to us with your details so we can look into this further and ensure it's properly followed up.
We appreciate you bringing this to our attention and hope to resolve it promptly.
Thank you
Ann
Team Zeelo
Extremely poor experience with Zeelo
Extremely poor experience with Zeelo. Our school changed coach provider. Difficultly paying on the app, daughter was told she shouldn’t be on the bus, impossible to get through on the phone, average wait time is over 30 mins. We were given Sophia as a contact and she ignored all of my emails this week and we had the canx the service
11 de setembro de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your feedback. We're really sorry to hear about the difficulties you’ve experienced—from issues with the app and communication, to the confusion on board and delays in reaching our support team.
This isn’t the experience we want any of our customers to have, and we understand how frustrating it must have been, especially when trying to ensure your daughter had a smooth and safe journey.
We’d really like the opportunity to look into this further and see how we can help. Please respond to our direct message or reach out to us directly so we can assist you more effectively.
Thanks
Ann
Team Zeelo
Ann deserves a Christmas bonus!
My Daughter has just started collage so new to the booking system which in itself is simple to use via the app but changes needed to be made to our account which required a phone call. After 45 minutes on hold due to high volume of calls, I couldn’t have been better looked after by Ann, not sure if she has an E on the end, Then had to call again today and how lucky was I that Ann answered my call for the second time. Again she couldn’t have been more helpful. I wish all call handlers were this lovely and happy to help. Thank you Ann (hope that’s the correct spelling). Matt.
10 de setembro de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello Matt
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Last year was bad enough
Last year was bad enough, with late arrivals, breakdowns, a smashed window on route, hitting the sides of bridges etc.... My son went back to college today and the bus broke down in Horley, which was the second stop on route. The bus driver didn't say a word to the students on board, my son got a call from the College to say the bus had broken down and a replacement would be sent. Luckily my husband was off work and could collect our son and take him to college himself. So he didn't miss his first day back.
10 de setembro de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to leave feedback.
We're really sorry to hear about your recent experience and the issues your son has faced, especially on his first day back at college. We completely understand how frustrating this must be, particularly given the difficulties you described as encountering last year as well.
This isn’t the level of service we aim to provide, and we’d like to look into what happened in more detail. Please could you reach out to us directly or respond to our private message with more information? We'll investigate this further and do what we can to prevent similar situations in the future.
Thank you for bringing this to our attention.
Ann
Team Zeelo
This bus service is not as good as last…
This bus service is not as good as last year's service.
Bus is late and tracking app is not accurate, and bus driver doesn't stop at bus stops when asked
My daughter uses this service for school im not impressed so far with breakdowns, late etc
8 de setembro de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello Donna
Thank you for your feedback. We're sorry to hear that you’ve experienced issues during the first week of term, and we understand how frustrating this can be especially when it affects a student’s daily travel.
We have reviewed a number of the associated trips and can confirm that the scheduled stops have been serviced as expected. However, if you continue to encounter problems with the service, we encourage you to reach out to our team directly on 0330 808 3306.
We’d be happy to investigate further and assist in any way we can.
Thanks
Ann
Team Zeelo
Shockingly bad in London
Our oriiginal school bus provider was Kura (which was reliable) which was bought by Zeelo (which has been a disaster).
When migrating the sotware over to the Zeelo app, the process was fraught with difficulty with activiation emails not being sent.
Zeelo support was non-existent and they had to be convinced the issue was on their end and not with our email service.
The process of booking coach journey's is incredibly laborious - instead of being able to book for a term, we need to buy a term/yearly pass (easy enough) and then book for EACH journey individually for the whole year!!
Only one parent can have a "main account" which shows all information. The other parent has to have a "follower" account which only shows tracking information once a journey is in progress. Except that it doesn't even do that.
First day or term was a disaster. No notifications, no journey information and no tracking information provided consistently for dozens of parents. And no ability to speak to someone at Zeelo on an urgent basis (I was on hold for over 35 mins).
Zeelo is a "transport as a service" platform - they provide the software and have the contracts with travel operators. They rely on AI algorithms for their software and have clearly no regard for the actual user experience or in investing in customer service operators who can actually fix the issues (you can't speak to their tech teams directly).
A great example of how not to run a business or service.
4 de setembro de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your detailed feedback. We're very sorry to hear about the challenges you've experienced during the transition from Kura to Zeelo, and we appreciate your patience throughout this process.
We understand that the initial registration and activation process may not have been as smooth as expected, and we acknowledge the concerns you've raised regarding account setup, journey booking, and communication. The booking process, while more manual, is designed to help us manage seat capacity effectively and support important safeguarding measures. However, we appreciate that this can feel burdensome and are continuously looking at ways to improve the user experience.
Now that the service is fully in place, we hope you are beginning to see some of the benefits. That said, if you are still experiencing any issues or require assistance, please don’t hesitate to reach out to us via email, live chat, or by calling us directly on 0330 808 3306.
Our team is here to help and will do their best to resolve any concerns promptly.
Thank you again for your feedback.
Ann
Team Zeelo
Joanne did an amazing job helping us to…
Joanne did an amazing job helping us to sort out login issues. Very efficient. Thank you
28 de agosto de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Joanne.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
I was having trouble setting up the payments
I was having trouble setting up the payments for Zeelo so I messaged Ann and she was very helpful and resolved the problem for me. Thankyou so much for your time and help.
25 de agosto de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Great Customer Service
Needed help booking my daughters school trips as new to the App. Joanne was friendly, professional and patient. Explained it all in detail and made the booking experience so much easy for me. Thanks Joanne really appreciated all your time!!!
18 de agosto de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Joanne.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Ann
Team Zeelo
Recommend
I’ve been using Zeelo for over a year now, and this has been a great experience. Friendly drivers, comfortable coaches, and a reliable service. On the few occasions where I’ve had technical issues with the app, these have been resolved very quickly without fuss by great customer service (thanks Ann!)
22 de julho de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Great service via the online chat function
The customer service, via Terry on the online chat, was super efficient and helpful. We haven't yet started the school coach servive so I can't comment on that.
16 de julho de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello Sara
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Terry.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Easy.....great job
Ann dealt with the issue i was facing effectively, efficiently and politely. Problem resolved within seconds, thank you Ann!
11 de julho de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello Ben
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Super quick customer service
I had an issue, sent a message at 5pm which was answered quickly and clearly by Ann at 8am the next day.
9 de julho de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello Kate
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Great help from Terry this morning…
Great help from Terry this morning rescheduling our school ride.
12 de junho de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello Paul
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Terry.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Always super helpful
Always super helpful, friendly and efficient - thanks to the lovely Ann on this occasion for her assistance.
5 de junho de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Ann.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Easy to access and cheap rides
Easy to access and cheap rides with really good customer support. I had a chat with Daniel from Support regarding an issue and he was really chill and great at handling the problem at hand.
27 de maio de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Daniel.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Great customer service
I started using the service today. Its a new system in comparison to the previous one so I needed some help. Vicky was amazing. She was very patient and sorted everything.
16 de maio de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Vicky.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
Terry helped me sorting out incorrectly…
Terry helped me sorting out incorrectly setup account issue. Much appreicated.
24 de abril de 2025
Avaliação não solicitada
Resposta da Zeelo
Hello
Thank you for taking the time to share your experience with us. We greatly appreciate your positive feedback, and we are delighted to hear that you were satisfied with the service provided by Terry.
Your input is valuable and helps us continue to improve and maintain high standards. Should you have any further suggestions or questions, please feel free to reach out.
Thank you again for your kind comments.
Team Zeelo
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