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March 2024 by Andrew D.
Upsetting experience I've rode with them 6 times, but this one driver was horrendous. I attempted to board the bus, and the driver shrieked at me and called me a thief for doing nothing other than boarding a bus where I have already paid my fare. I am not a thief, I am a customer taking what I have paid for in advance. I hold a paid up ticket to board, and its deeply offensive to label me a thief. I did nothing wrong and then the driver threatened to not let me board, he made me grovel. This is unacceptable. Spoke to their customer service and asked for an apology from the driver, I didn't get that, but their customer service wrote an apology email.
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July 2023 by Marci M.
Absolutely the best way to get from Ottawa back to Trudeau airport, just a bit over 2 hours, non-stop, price is great and not having to drive was the best idea ever! Pick up was at the Ottawa train station, easily accessible by Uber or taxi. Bus was immaculate, seats were very comfortable, even reclined! The only downside was the restroom....no sink but they did have Purell! Highly recommend them, especially since there is not an express train! Very easy to book on line, several options for pick up! Tickets of course were emailed and driver just had to scan before we boarded. Even storage above the seats! Would absolutely use them again.
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November 2022 by Rashi L.
Orleans express is absolutely horrible and I wouldn't recommend it. Here's my experience with them, I wanted to change the timing on my ticket instead their system also changed the date! So when I was taking my bus from Quebec City back home the ticket that I had was no longer valid because obviously they had incorrectly changed my date as well. I had to purchase a new ticket at the bus deport itself and obviously the fare was quite expensive. After I complained I didn't hear back from them for one whole month and they said they were still processing the request. I called regularly for a month post that until when someone finally promised me my find and asked me to send in a void cheque so I did. He told me that it would take time so I waited. However a month later, I get an email saying your request has been rejected!! It's seem bizarre to me that they took three months in total to respond to me, promised me my money, and then failed to do so especially when it was their fault not mine!!! So don't use their services, their planning, logistical organisation is not coherent enough and staff is unfortunately poorly trained in my opinion. I would recommend using VIA rails. They provide a far superior experience and are more well equipped to handle logistical errors ( especially on their end) anyway have a nice day!
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October 2022 by Yasir Z.
There is no active " Lost & Found " exists with this ridiculous bus company. They lost my entire suitcase, after contacting for continuous 4 days the call only connects to call centre where people don't know how to handle the request of missing object. They behave that this is the first call someone received about missing item. Every person knows only how to provide excuse and get off the call after providing another phone number, no one knows any company procedure or policies. Apparently there is no physical area for missing objects, once I travelled from Ottawa to Montreal after so called experienced CSR or supervisor advised me to visit Downtown Montreal and find out about my missing luggage. The trip was waste, cause they have a grumpy attitude security guard who tries to bug off without listening, they don't have any information of any missing items in the system. Staff on the counter, and call centre aren't helpful if you don't speak french. This company's employees only trained or learned how to just let person go away, and handle only ticket requests that's it. Finally after spending 15 hours on calls another experienced CSR told me our Lost & Found department exists in Quebec but no one knows the physical address, and all missing items go there :-) another CSR said firmly by supervisor words " actually we are under the process of reconstruction of Lost & Found department in Gatineau " (another cookie), but no one knows where those missing items go once driver or cleaning people find anything in the bus?? No matter you provide every detail of missing object, bus timing, order number, filling forms online etc. they don't bother to update about anything !! I wouldn't advise to take this bus service cause no one takes any accountability, and sense of responsibility if anything happens. If any accident happens to this bus don't expect any help cause this company is a scam like other quebec companies. Advice to Orleans Express: Only carry french speaking people if you aren't oblige to help english speakers specially if someone faces After Maths !!!
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January 2018 by Luis A.
Do not book with them unless you are sure you are going to make the trip. Cancelling, even after a few minutes have passed, they will keep 25%. They will not connect you to a supervisor or manager. They are also very pricey. disappointing.
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December 2016 by Rachel A.
Terrible customer service. I left my wallet on the bus and it was never returned to me. I emailed them, phoned them, live chatted and left them several messages that were never returned. When I finally got through to them on the phone after waiting almost an hour on hold they gave me another number to phone. That person gave me a different number to phone. That person gave me a third number to call which ended up being a number to a currency exchange business in Quebec?! I had to cancel and replace all of my cards. I ended up having to come home from my trip 1 day early and they refused to exchange the ticket or let me pay the difference for a new one. I also booked a ticket online and never received a booking confirmation number so had to buy another ticket at the counter. Later i realised I was charged for both tickets and they refused to give me a refund. I will never take this bus again! Someone on the phone gave me the email address to ask for a refund and the email bounced back as he gave me an incorrect email address. So fed up. I took this bus because its cheaper than the train but ended up wasting so much time and money with this horrible company.
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July 2016 by Camie D.
I bought tickets for 10am from Montreal but they decided to change their schedules - they said I had to choose between 7am and Noon...when I said that 2 hour difference didn't work for my travel plans they refused to reimburse me even though they randomly changed what I purchased! Appalling customer service - if you go to a restaurant and order a burger they don't take your money and force you to eat pasta instead if they run out even though you don't like it - this business practice makes no sense. Never buying tickets with them again.
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October 2015 by Darren R.
Do not book this bus to airport. It is less expensive to take a taxi. We thought we had a direct ride from Quebec City to Montreal airport but it made two stops in between. Our bus was late and we missed the bus to airport. Orleans express refused to refund our money. The ticket person did not explain to us that it was not a direct bus and when we found out they refused to refund the ticket.
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January 2015 by PatrickJ T.
Took the Orleans Express from Montreal to Quebec City. The bus ride was smooth and comfortable. The bus was clean, but the free WiFi did not work for us. If we had ridden the train, it would have cost us almost twice as much as this bus ride. I would gladly take the Orleans Express bus in the future for the trip to Quebec City from Montreal. Good savings and the trip takes about the same amount of time!
