Salt Lake ExpressReviews of saltlakeexpress.com

Salt Lake Express tremendously hurt me by refusing to make a simple accommodation for my disability. They are not only mean and cold hearted they take money that doesn’t belong to them at least in my case twice. I feel I’ve been cheated by Salt Lake Express and discriminated against. I tried to reason with them but gave up out of frustration as they quite frankly refuse to refund where money is due no matter what. Like the girl who slept overnight at the station and they still refused to refund a mere $27. How have they gotten away with these dirty deeds for so long I have no idea. Someone must expose Salt Lake Express. They are in several western states please contact this post if you would like to help a grass roots cause. No money required, and possible compensation might be available to those who also have been marginalized and discarded by Salt Lake Express of Utah ID MT WA NV

Driver was pissed and rude. He was talking to everyone like we take this shuttle every day, like we were stupid.

I had been waiting 2.5 hours at the SLC airport for my ride home to Idaho Falls; not due to a delay but just how the bus schedule lined up with my flight. I'd been traveling for close to 36 hours straight to arrive from Peru. But I'm a veteran traveler, bus driver, and somebody who tries hard not to be a bad passenger for anyone, so I greeted the SLC Express driver in a manner that was friendly and polite. She had a sour expression on her face as she demanded to see my ticket. Ticket? Nobody ever gave me a ticket. The purchase was done online, weeks in advance, and I only needed my ID to board the outbound bus from Idaho Falls. Would you like to see my ID? No, she replied, I don't want to see your ID. If you don't have a ticket, you can't ride with me. Well, I stammered, can you please get in contact with the office to ask? No, she replied, you need to call customer service yourself and figure it out. No ticket, no ride. She then went to stand around a short distance away because she was not busy helping anyone else, and there was no line waiting to be helped. I called customer service and received a recording that they were experiencing a high volume of calls and long wait times. I waited... as the time for departure crept closer. Finally I was able to get through to someone. I explained the situation and the agent was able to quickly verify that I was a ticketed passenger. I requested that she call the driver to confirm. I explained that I was tired after a long travel and the driver was being rude and unhelpful, and that I didn't want to have to speak with her again. The agent agreed and told me I would get a callback from her if the issue was unresolved. I boarded the bus with my things and patiently waited. After a few minutes, the driver returned from wherever she had gone for a few minutes, and began loudly insisting that I would have to get off the bus, that I could not ride with her, and that it didn't matter what I said. When I refused, she called the police and told them I had been rude to her and that she felt unsafe having me on her bus. She used the opportunity of the police questioning me to remove my things from the bus and drive away, which SLC airport police allowed her to do after verifying themselves that I was a ticketed passenger on that bus. SLC Express head of customer service sent me an email apologizing 'for the delay' and offering a future half price ticket. I think the incident should be investigated and intend to instigate an investigation if I can. Don't ride with SLC Express! Terrible company, zero accountability, borderline criminal customer service. Next time I'll get a ride with a family member.

Booked a combo ticket from Ogden Utah to Monticello, Utah using a credit with the company. When it came time to leave for the trip, the shuttle was over an hour late and they weren’t able to hold the Greyhound Bus at the airport. After multiple phone calls, they offered a refund and I had to drive. Salt Lake Express is refusing a refund even though they state “ We always try our best to stay on schedule, but unfortunately we were not able to keep the schedule on this particular shuttle.” As much as I want to support public transportation I cannot! This service is apparently known to have reliability issues and their Customer Relations Department needs to give refunds! I wish I had read others reviews before booking a ticket.

I purchased a bus ticket on Salt Lake Express's (SLE) website for Green River to Ogden at about 9:50am on the day of my travel, which was supposed to depart Green River at 12:05pm. I purchased this ticket in order to shuttle a new vehicle that I purchased back to my home (which is nearly 5.5 hours away from Odgen). I arrived at the Green River stop at 11:50am, a full 15 minutes early as recommended by SLE's terms and conditions under #11. I spoke to the hotel clerk where the bus stop is at and arranged parking for my vehicle while I waited for the bus. At 12:06 pm, I called the Salt Lake Express to inquire about the location of the bus, as the online tracking system showed that there was no bus running on this route for some reason. The customer service representative informed me that, "He is on his way still. He should be there in 5-10 minutes". So, I continued to wait. Later, the same hotel clerk came outside to speak to me, asking if I was waiting for Greyhound or SLE. When I told her I was waiting for SLE, she told me that he had come before I had initially arrived. She said the driver came inside and asked if there was anyone else that he needed to pick up, and the hotel clerk said that there wasn't anyone she was aware of (again, this was prior to my already 15 minutes early arrival). The clerk was very kind and helped me by contacting SLE customer service representative TJ to inform her that they had missed a passenger and to see if the bus could turn around. TJ informed us that the driver could not turn around and that I was not on the manifest when the driver arrived. While speaking to TJ, both the hotel clerk and I found her attitude toward the situation to be very rude/uncaring based on her tone of voice and demeanor. It just seemed like she didn't care in the slightest. The hotel clerk even warned me before she gave me the phone that she was being rude to her. I drove 2 hours (123 miles) to catch this bus in order to get to Ogden in a timely manner and not have to drive too much at night. Due to these issues, I had to purchase an AMTRAK ticket from Green River to Salt Lake City for $36. Due to a late train, I did not arrive at the SLC station until about 12am. I then had to purchase a Lyft ride from SLC to Ogden ($59.79) to finally arrive at my destination at 1:30am. I then had to drive through the night back home (which I finally got to at about 6:30am) only to go to work at 8am that morning (1.5 hours of sleep is definitely NOT safe to work with as a first responder). It would be an understatement to say that I'm more than a little angry with this situation. In speaking to TJ and notifying her of these additional expenses that I had incurred, she provided me with an email address to file for possible reimbursement. Surprise! They never responded to my email. I believe this set of circumstances is outrageous, avoidable, and completely unacceptable. TJ offered me a full refund of my ticket, which I accepted, but due to the errors of SLE, I am now out an additional $95.79, countless hours of my time and frankly, extremely stressed out. DO NOT UTILIZE SALT LAKE EXPRESS if you want to arrive at your destination in a timely manner (or at all!)

First of all I am 72 years old and booked a trip from Pahrump, Nev. To Salt Lake City two days prior to my Labor Day departure scheduled for 9:50 P.M - I began waiting for the van at about 9:30 P.M. and it finally arrived at 11:20 P.M. Of course no one notified me of the extended wait as they say due to "Van Issues". Than when it did arrive they said my seat was not available - but not a big deal - we can book you for the next one in 24 hours.So here I am 72 Years old - midnight and just have to wait 24 hours. SALT LAKE EXPRESS COULD CARE LESS ABOUT THEIR PASSENGERS. I THINK THEY SHOULD READ SOME OF THE PAMPHLET S THEY TRY TO PUSH AT THEIR REXBURG LAYOVER.

The driver "unfortunately forgot" to pick us up. We were told by a passenger on another of their shuttles that the driver often forgets to pick up people at this location and that I should call SLE. When I called I was told that "unfortunately, the driver forgot to stop in our location". They only offered me a seat on the next shuttle which was 2 1/2 hours later and would be too late for us to catch out flight. When I insisted that they do something (send a pre-paid Uber or taxi) they refused. The customer service person even said "You're not my boss!". Fortunately for us we had friends who were willing to drop everything and take us to the airport 80 miles away. I was refunded for my tickets, and offered $40 for a future (but not my return) ride. I asked for my return fare to be refunded and to be given a complimentary ticket for my return, but was refused. Very poor customer service for a company who claims to be "reliable".