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LuxExpress has been my go-to choice for bus travel, and overall, I've had a positive experience with the company. Here are the things I appreciate about LuxExpress: 1. Punctuality: One of the standout qualities of LuxExpress is their commitment to timeliness. The buses consistently arrive on time, if not a few minutes early, which is crucial for frequent travelers like myself. Knowing that I can rely on their punctuality gives me peace of mind when planning my trips. 2. Comfortable amenities: LuxExpress buses offer a range of amenities to enhance the travel experience. The seats are generally comfortable, providing adequate support during long journeys. The presence of screens with a variety of entertainment options, including films, series, music, and games, adds a touch of entertainment to the trip. The availability of a toilet onboard is convenient, and the complimentary WiFi ensures that passengers can stay connected throughout the journey. I especially appreciate the inclusion of a free coffee machine, offering a selection of beverages like tea, coffee, and even hot chocolate. 3. Acceptable driver behaviour: For the most part, the drivers I encountered during my travels with LuxExpress were professional and reasonably polite. They ensured a smooth and safe ride, and while their interactions varied, I found them to be generally courteous and helpful.
While my experiences with LuxExpress have been largely positive, there are a few aspects that could be improved: Inconsistent politeness of drivers: While most drivers were courteous, there were instances where I encountered drivers who lacked sufficient politeness. Additionally, assuming everyone speaks Russian without considering individual preferences can be inappropriate and insensitive. It's important for drivers to be respectful and considerate of the diverse backgrounds and sensitivities of their passengers, especially in times of Russian war in Ukraine. Lost belongings protocol: LuxExpress's handling of lost belongings can be frustrating. If you happen to forget your belongings on the bus, it can be challenging to retrieve them even if you remember where you left them. The company responsible for lost belongings, Cargobus, often seems indifferent to the situation, and LuxExpress does not provide clear and helpful information in such cases. Instead, they ask you to wait without offering much assistance. After a month, if the belongings are found, they are handed over to the police, making it difficult for passengers to recover their lost items. Additionally, the fee of €5 per item charged by Cargobus for returning found belongings seems excessive and unnecessary. Support line issues: The support line provided by LuxExpress can be frustratingly unresponsive. Whenever I've attempted to contact them, I've encountered long wait times and busy lines. Even when requesting a callback, the response time has been delayed, often taking hours before I receive a call. Improving their support system to handle customer queries more efficiently would greatly enhance the overall experience.