Customer Service Policy

Meetings, incentives, conferences, conventions, weddings, and more…

Bahamas Bus Charter Services is committed to delivering excellent customer service. This customer services policy sets out what this commitment means in practice, what our customers can expect from us and what we expect from our customers. We will resolve disputes in line with this policy.

As a coach hire company, we provide a wide range of services across many different locations to different people and organisations and it is important that everyone receives the same high-quality response.

Both ourselves and our customers accept and understand that coaches – like all transport – can be late for reasons such as previous passengers running late, mechanical issues, traffic, accidents and a number of other issues in the normal course of business. Both parties accept that in entering into a contract for coach hire the issues will be resolved in line with this customer service policy.

Our promise to you

We are committed to promoting access to our services and offering choice wherever possible in the services we provide. Our staff are responsible for providing an efficient, caring and professional service.

Responses to customer will always be in writing.

We will ensure that you are dealt with:

  • quickly
  • fairly
  • in a courteous, helpful manner

We will always:

  • be open and honest and explain our decisions
  • ensure that staff take responsibility for resolving or dealing with your query, or that they refer it to an appropriate colleague
  • give as much information as possible to help you make informed choices
  • act in accordance with the law

We would like you to:

  • give us the information we need to help you
  • treat all our staff fairly and with respect
  • give us your views and suggestions to help us to improve our services

Our customer service standards

Contact by telephone

We will:

  • aim to acknowledge your request to raise an issue by sending an email detailing how to raise the issue with us and the next steps.

Contact in writing

We will:

  • aim to respond to standard written enquiries within 28 days of receipt, resolving the issues raised if possible. If the issue is more complicated and likely to take longer to resolve, we will give you an idea of how long this will take
  • ensure that within the response provided customers are given a named contact of the staff member dealing with the issue

Contact by email

We will:

  • aim to acknowledge issues submitted with 48 hours, except at weekends or during bank holidays.
  • aim to provide a full written response to email inquiries within 28 days of receipt, resolving the issues raised if possible
  • ensure that within the response provided customers are given a named contact of the staff member dealing with the issue

What we ask of you

Bahamas Bus Charter Services staff should not be expected to deal with rude, abusive or threatening behaviour. If such unpleasant behaviour is encountered and cannot be calmed down, staff will politely state that they will have to terminate the contact (put the telephone down/leave the meeting etc.). Bahamas Bus Charter Services may take appropriate action against any individuals who are abusive to staff.

Our Customer Service guidelines for complaint resolutions

We believe, on an occasion when an issue occurs with a trip, that we should act fairly and consistently with our customers to resolve any issue reasonably and as soon as possible.

Subject to this, please find below our current statement of resolutions to possible complaints, by type.  Please note that this statement is for guideline purposes only and any individual resolution is subject to the discretion of Bahamas Bus Charter Services management.  Also, this statement may change at any time, without notice.

 “The multi-center DMC of choice to the world’s meeting & incentive planners.”

Bahamas Bus Charter Services takes pride in our reputation to deliver the most meticulously crafted, creative and highly professional destination experiences for all our clients.

From your first contact through your final billing, the Bahamas Bus Charter Services team will arrange and support every aspect of your event and trip, allowing you to focus on the things that matter most.

We stake our reputation and the Bahamas Bus Charter Services name, built up over more than 15 years, to provide the most exquisite destination experiences. Contact a member of the Bahamas Bus Charter Services family today. Let’s begin the journey.



Want to book today and can’t pay until later?  That’s fine.  We will take your booking on, reserve you a space and a vehicle without payment.  Payment instead can be sorted out 7 days before service time.


We accept Visa, MasterCard and Discover.


Price match guarantee.  Where possible we will offer to beat or match our competitors quote.  If you don’t ask, you won’t get, so please ensure you run any other quote past us before booking elsewhere.


Not a problem.  We can be at any location within one hour.  Let down by others?  Don’t worry.  We will pick up the pieces.


Full refund for any booking cancelled seven days before travel.  If your circumstances change, we will provide a full refund subject to providing us seven days’ notice.

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