Tootbus London, Hop-on Hop-off Bus Tours — Attraction in London

TLDR: Driver passed family at pickup. Had to wait 40 min for next bus. Ticket agent in field acknowledged the error and apologized. Upon complaint, CSA did not acknowledge any error and refused to offer any credit or future discount. Will not recommend due to poor customer relations.

Green Route. 42 Stop. Approx 11:30am, 19/9.

Full: My family (2 adults, 1 senior, 1 infant with stroller) arrived 10 min (time on app) prior to bus arrival at Kings Cross. Met with ticket agent and confirmed the location for pickup. Few minutes later Green bus turns the corner but passes right by all of us. Appears to pull over for maybe 5 seconds about 200’ down the busy road. No chance of my family with a senior and baby could reach the bus in time before the driver pulls away.

Ticket agent on sidewalk acknowledges that the driver made an error and did not stop. The agent shows me a message he sent to what he said was the internal company text conversation stating as much. Now my family has to wait another 40 min at Kings Cross for the next bus. All in this was an hour setback to the start of the day.

I proceed to send complaint through App. Customer Service Agent who responds claims to have watched CCTV and saw no driver error. No mention of seeing 3 adults with a stroller standing with the ticket agent at the designated stop. I must have made up the story of the bus passing us, not stopping and now having to adjust our schedule for the rest of the day.

We finally got on the next bus (at the exact location we were standing when originally passed) and from then on the day went great and had pleasant interactions with all field personnel.

There was no acknowledgement or suggestion that their driver made a mistake. No offer of a refund or even credit to future trips. All-in we spent about an hour waiting at Kings Cross after we had made sure to arrive with plenty of time to get sorted.

Very poor customer service and I will certainly not use TOOTBUS again or recommend to any colleagues or friends for future trips. Plenty of other options out there to avoid this disappointing customer...

The Tootbus didn't come for 1.5 hours in the morning. We waited at Kings Cross until men, who worked for other bus companies (no one from Tootbus was there), took pity on us and called Tootbus to ask them when the bus was coming. It was said that there had been bus cancellations. While we were waiting, other bus companys passed by: 3 Busses from Golden Tour Bus, 2 Big Red Busses, 3 London Sightseeing Busses. No Tootbus... One of the men offered us (because my kids looked quite miserable by then) a free bus ride with his company (the Sightseeing-one, thank you so much for beeing kind) when Tootbus finally arrived. On the Tootbus, the quality of the audio was poor. And there was so much music, not much information. The stops were not announced properly, so it was hard to find out, when to get off. Also the WLAN was not working. And one of the drivers sent us to the wrong place to change the busses in the afternoon. We missed the Changing of the Guards at Buckingham Palace in the morning because of the waiting time and in the afternoon we didn't make it to the Natural History Museum in time because we were given the wrong location. After the trip I asked for a partly refund of the ticket costs – but because I buyed the ticket at a plattform, which is not run by Tootbus, Tootbus can't do anything about it – at least this is what they said. Choose another bus company would be my advice now. Last year I used a Big Red Bus, while in London, I really liked the audio there, they are telling quite some interesting stories about the city, the music fits to the stories. And I can also recommend London Sightseeing (for having the nicest persons working at Kings Cross) and this Golden Tour Bus for arriving so often. At least, one good thing at Tootbus, the driver of the bus has been...

A nightmare. No advice to give me a chance to escape and find another way to save my visit. Lost my money in tour because unclear instruction in bus during tour that was rerouted due to a London protest. Story : I took blue line in Paddington at 13h30. Waited it more than 1 hour. It arrives with no explanation from the tour guy present here. Climb in. No excuse. No reason. Then after 30 min drive, i notice with my Google that the bus was on wrong route while not advised. Needed to ask. Explanation was that due to protest in Piccadeli, there was no way to reach line yellow there, we have be rerouted West with no advise, opposite direction of blue route, and they claim we should be able to connect a yellow from more south. Blocked in blue bus around 1h30 under Hyde Park due to traffic, no info shared by driver or the 2 guides in the bus with us. Nothing to see in this street bus took. Bus took then another unknown street to reach big ben area and said we could get yellow bus there, but no info on new expected time and location of yellow bus' stops, except that yellow was also rerouted and not doing their regular schedule due to also another protest close to big Ben. As no info, not sure to catch any yellow bus, so i stayed in blue bus I was in, to be sure to come back to starting point... Could not go to see Picadelli, tower Bridge... Blue was again rerouted. Could not see big Ben area... Did never get out of the bus as was effraid to not find any other bus, as yellow and blue buses were not taking their regular route... So saw nothing appart a hospital they talked about but I did not wanted to see that . Really lost my money and my day. Blue bus arrived finally back at Paddington at 19h. 1 full half day. The only think I saw is on...