Salt Lake ExpressReviews of saltlakeexpress.com

Very disappointing experience with Salt Lake Express charter transportation and complaint handling. On October 6, 2026, Salt Lake Express provided charter transportation for my son’s high school golf team. While the students were competing, the bus was changed and their personal belongings were transferred to another vehicle. According to the information I received, the coaching staff had not been notified beforehand. When the tournament ended, the team waited approximately an hour for transportation to return. My son discovered immediately upon boarding the replacement bus that his Skullcandy headphones were missing, although his other belongings had been transferred. He reported the loss right away. After repeated attempts to obtain answers, Salt Lake Express responded through the Better Business Bureau, denied responsibility for the missing headphones, and declared its investigation closed. The company also stated that its buses are not locked when unattended and claimed a coach had been notified of the vehicle change. Meanwhile, Tooele County School District’s Transportation Director confirmed in writing that, after speaking with coaches about this trip and an earlier trip involving the same driver, the district decided the driver would no longer be assigned to district trips. The district also clarified its expectations regarding drivers remaining with their assigned groups. My disappointment goes far beyond the missing headphones. I remain dissatisfied with Salt Lake Express’s explanation of the transportation delay, handling of students’ belongings, and the corrective actions, if any, taken by the company. Based on our experience, I would encourage schools, athletic programs, and families considering Salt Lake Express charter services to ask detailed questions about driver communication, vehicle changes, passenger belongings, and accountability procedures before booking.

Thanks for blocking all the handicap spots at the chili's on Oct 9th at 115. Your ignorance and disregard to the didabled is revolting. Signed a disabled veteran

Salt Lake Express completely failed my family. They did not take my son and granddaughter to their final destination in Layton Utah, which we had paid for them to do. Instead, they dumped them at Salt Lake International Airport at 3:00 a.m. and told them they would have to wait until 8:30 a.m. to catch another bus. They offered them nothing — just dumped them with dead phones and no way to get home as paid for. Their phones died because the bus has zero charging ports. They had to hunt for a plug in the airport just to call for a 3 a.m. rescue. To make it worse, the restrooms on the bus didn’t work on the trip down or the trip back 10 days later. When I complained, they responded with the exact same generic, copy-paste apology they send to every unhappy customer. They do nothing more than recycle the same empty phrases — no real accountability, no meaningful resolution. Just a tiny $40 refund and a useless $50 coupon. No taxi, no Uber, they offered nothing to them. Nothing. They just left them there. In my opinion, this company does not stand behind its service. Do yourself a favor and take any other option. Never again.

Salt Lake Express left me stranded at the Las Vegas airport after I checked in 10 minutes before departure time, spoke directly with the driver, and was told I was fine to leave my belongings while I stepped away for coffee. I returned within 1, no later than 2 minutes of departure to find the shuttle had left with my things still on board. When I called customer service at 6:33 am, the representative placed me on hold to check whether the driver could turn around, then disconnected after several minutes on hold. I never received a follow-up or callback. Their responses to my complaint have not only been dismissive, but false. They claim they offered rebooking and that the driver warned/advised me. They have also said they pride themselves on prompt departures which I understand, yet 3 of the 4 passengers that morning were left behind at the Las Vegas Airport. Considering they had the belongings of 2 passengers, were short another passenger, and had a 40-minute buffer until the next connection, some basic customer service and critical thinking were missing when they chose to leave. Even if rebooking had been offered, it was irrelevant because I had already made other arrangements through Enterprise, with the receipt time-stamped at 7:24 am. What stands out the most is the complete lack of basic customer service, communication, and accountability when a paying passenger was left stranded and forced to arrange expensive alternate travel on the spot. No rebooking offer or credit partial or full or discount for future bookings.

Sloppy mess! Driver LEAVES MY BAG IN THE MIDDLE OF FLYING J GAS STATION OGDEN, get to SLC airport where is my bag? Got the dumb look from driver he is calling his office and other driver searching, I call office woman said she is putting claim in, she did not, get to St George speak with whomever was at front desk, she did not have a clue of anything of what was going on. Emailed some sort of “director” James Glass, he just sends me lame emails back and admits the driver left my bag and drove off. Figure better call Weber County Sheriffs dept, spoke with Deputy MacKensie he made case, he contacted surveillance manger at Flying J, he see the driver leave my case, then jumps in shuttle and leaves, another dishonest person picks up my bag throws it in their personal van, Deputy searches for license plate and went to persons home, there it is, but not with all my belongings. SLC refuses to even transport my case to my home in St George, you would think a transportation company would have enough snap to do that…..nope….this company is Low Down…check there reviews on all sites because they don’t get over a 2, and any 4 star reviews are from false reviewers. Get other means of transportation unless you want to get ripped off and end up in court, it’s not so much about my belongings it about how this company DID NOT handle anything properly, and shows highly lack of how they treat their customers. I am not the only one….Keep reading reviews….because this company has severe lack of business skills and it shows.

DO NOT USE!! Horrible customer service and communication between employees. This story is long, because it was SO CONFUSING. On April 28th I booked a shuttle from Utah Tech University to Vegas. I fly standby so its always hit or miss if I will get my flight out of St. George. I wasn't able to get on the flight so I immediately booked a shuttle online to get a flight out of Vegas. I had to make it to work at 4 AM the next morning so I really needed to get home ASAP. I booked my trip online for the next shuttle and went to the stop at Utah Tech, which was confusing in itself. On my confirmation email it says the stop is at 100 S and 1000 E and on the website it says 100 S and 900 E (something like that, regardless, the addresses are different.) I was 10 minutes early so I drove back and forth from those two hoping to see the shuttle. A couple minutes pass the pickup time so I call. The lady on the phone tells me she doesn't know if they will stop there because I didn't book early enough, and should've called to book. Well, there should be a warning or something online when booking that this could be the case. She also says she isn't sure if anyone else booked there, I asked her if she could find out for me and she said she couldn't until I kept BEGGING her to and explaining I really need to get to Vegas, so she finally checked. She said nobody else booked that stop so the shuttle would not stop there and she couldn't get a hold of the driver. I asked if I could try to hurry to the next stop. She told me no, because if I wasn't exactly on time they would leave because "everyone needs to catch their flight." My dad is driving me around trying to help me figure this out and she was basically telling me there was nothing she could do except refund my card. I was pretty upset so my dad takes the rest of the day off work to drive me to Vegas. Once I get out of the gorge I see that I have a voicemail saying my bus driver is waiting for me at the Utah Tech stop. HUH??? So I call back and explain that I just got that call and get the same lady and this time she is much nicer and apologetic, but says "Looks like someone else booked it after you so they went back to that stop." Um?? So they could stop for someone who booked AFTER me, but not me? And I thought they had to be perfectly on time?? Then I ask if I can stop at the stop in Mesquite, so that my dad can go back to work and not waste the gas money and miss out on the money from work. She says she doesn't know if they will stop in Mesquite, so I have to beg her once again to find out. I can't remember if they were going to stop there or not, but my dad and I were SOO over it that he just drove me to Vegas. She also said that since it was such a quick refund it shouldn't even process my card at all so I will see no charge. Today I check my credit card statement and see that I was in fact charged $48 but only refunded $45. I call to ask about that, spoke with Michelle, and explain my situation, saying "I was at the bus stop" and Michelle says "Well they aren't allowed to use the bus stop blah blah" like that part is even relevant now, because regardless, they stop BY the bus stop and still didn't stop at that stop, or I would've been able to see them. She also says that there is a processing fee and nothing she can do about that, but I was told that the card should've never even been processed in the first place. It is $3, it wont break the bank, but this is seriously the most ridiculous, and time and money wasting experience, and I urge everyone to choose St. George Shuttle instead. I have worked in customer service for 10+ years, so I know when things are out of your control, and when you should do everything you can to help someone out. She just seemed inconvenienced by me asking her to just help me out a bit, which made for a very stressful afternoon and a lot of money wasted, and the business clearly doesn't care to make it right with their customers.

We booked the trip from Provo to Las Vegas return and were expecting a bus as advertised...a coach with comfortable seating with WiFi and restroom. Instead we are on a mini van that is uncomfortable and rackety with terrible road noise. No comfort, no wiffi no restroom. This is a terrible misrepresentation as all the info I looked at and pictures was of a coach size bus with the things mentioned above. Hence I am cancelling the return trip.

Disappointed in professionalism (or lack thereof) and service. Approximately a week prior to needing a ride from St George to Mesquite, I booked a one-way ticket for 2:10 pm for Saturday, January 31, 2026. I arrived approximately 25 minutes prior to departure and checked in. The two young ladies at the front desk seemed to be preoccupied and went back-and-forth about the departure. They said they checked me in and to just wait and my ride would arrive. Approximately 2:20 PM, I went back to the front desk to make sure I hadn’t been left. After some more conversation, I was told the van had been canceled. WTH??? Why didn’t you tell me that when I checked in? They claimed to have reached out to me the day before, but that I did not accept the call and my voicemail was full. There was no missed call and my voicemail has never been full. CYA. One of the young ladies at the front desk was talking to maybe a manager, named Jamie (?), he was less than professional as he told me there was nothing they could do for me except refund my money. No resolution or help. Someone had to drive from Mesquite and take me to the party that was supposed to be leaving at 2 PM (time change). Had I been notified when I first arrived, they could’ve left earlier and picked me up, although it was an inconvenience. But instead, everybody waited for me, and we were running more than an hour behind to our destination. Never again will I trust such an unprofessional company.