Phoenix Tours 244 Lucey Way, London SE16 3UG

"Had booked with Dan's Luxury Travel, now part of Phoenix Tours for their trip to Tobacco Road on 16th July. Had great difficulty getting any responses to numerous calls. Was assured by somebody in booking that we were confirmed on the trip and that somebody would call the Monday before to take payment. Nobody called and despite numerous attempts at raising them nobody ever got back to me. Finally I got a message via Facebook that the trip was postponed for a week and that somebody would call to see if we still wanted to go and take payment. Guess what, with 2 days to go nobody has called. An absolute shambles. West's Coaches with Dan's Luxury Travel were very well organised but since they came under Phoenix will no longer use them."

"I just came across 2 of your coaches in E4 on my way to work. (Thursday 9th June 22) The first was hanging out of the window and was incredibly racist to a young Asian lady - which is absolutely NOT okay. The second driver was making a very illegal U-turn causing traffic problems and also hanging out of his window verbally attacking anyone questioning his bad judgement on the road. You clearly have an anger management/ racism problem within your company that should be addressed before a serous incident occurs. Appalling behaviour not fit for our streets."

"booked 3 vehicles for 137 passengers, (next day) day of trip they turned up very late (of course blaming traffic) with a replacement vehicle + a 4th vehicle saying that 70 seat coach broke down with total 127 seats. NO ONE INFORMED ME OF BREAKDOWN IN THE MORNING, I could have booked a local mini van in time, instead I had to book the van 1 hour after departure time, so last group of 10 kids arrived very late to park. of course No refund for my additional cost to get replacement van. I wont be using this company again."

"While on the trip our van tyre flew of the car. Hitesh and his brother didn't answer our calls till the 5th call, and responded very rudely. We payed for a private tour because we a baby and a cancer patient. They told us to get on a big bus, which had no social distancing, which ws packed with 50 people without masks. Was disgusted. Really hope they close down. The customer service was terrible and they provide us with no way home l. Had no care for safety. Apparently he can't read the large signs in Scotland "Stay safe. Save lives." he needs to be educated in customer service."

"Employees like Hitesh in your company do you a great diservice. What would have been a pleasant and enjoyable day out was blemished by his rude behaviour. We were an all lady party, some with our elderly mums. To crown it all the coach was deemed unfit to continue to it's destination and had to wait two hours for a replacement. Not acceptable."