I pre-booked a seat on Terravision from Finsbury square to Stansted. I went to the EXACT stop it said on the website and the ticket but upon arrival there was a sign on the bus stop saying it was not in use. i telephoned Terravision there and then 3 or 4 times but noone picked up. I waited 45 minutes, during which time TWO terravision buses should have shown up yet none whatsoever did!! I filed a complaint yet Terravision still has not resolved the issue nor given me an apology, explanation, or refund. It has been over 3 weeks now! TERRAVISION IS A CROOKED COMPANY WITH DIRE/NON EXISTENT CUSTOMER SERVICE. NEVER RELY ON AN AIRPORT TRANSFER WITH THEM UNLESS YOU WANT TO MISS YOUR FLIGHT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Overview Terravision are a coach company specialising in airport transfers. They have services all over Europe, mainly in capital cities which ferry customers from the airport to the city centre. Most of their drop off poits a located near to other major transport links for the customers onward journey. The website Although Terravision tickets can be bought at the last moment as you enter the bus, I have always purchased them online on the Terravision.eu website. The coaches The coaches are painted a distinctive purple livery making them very easy to spot in a crowded street or busy bus depot. Normally the stops along that particular route are actually printed permanently in large bold writing along the side of the bus, but I believe they have the electronic sign over the front window as well. Inside, the coaches are modern, clean and comfortable. Drivers and staff are clearly identifiable and generally fairly pleasant to talk to, though I have noticed they are often overworked and stressed. My Experience I have had no problem at all using the Terravision service. I have used it between Liverpool St Station and Stansted airport a number of times. And between Rome Termini Station and Ciampino airport once. For the London trips, the coaches were always on time, or within acceptable limits when taking London traffic into account. The Liverpool street stop is just an ordinary bus stop in the street, and is reasonably easy to find. No staff are present at this stop until a coach actually arrives. At Stansted airport, Terravision have their own well marked stops at the bus and coach station and staff are always available to answer questions. Our experience at Rome Termini station was worse than in Britain. The coach had broken down and they were trying to organise a replacement coach. Staff did answer our questions, but they were obviously stressed and we were sometimes fobbed off with platitudes. We had to wait over an hour, during which time two other Terravision coaches arrived and took passengers who hadn''t been waiting any time at all off to a different airport. I accept that these things sometimes happen, but I personally think that they should have diverted one of these coaches for our service, as we were getting dangerously late for our plane at that point, thus spreading the delay amongst all passengers. I have both stowed my luggage, and carried bags on board on various journeys and have not encountered the problems that others have complained about. Price One of the best things about Terravision are their prices. Our travel to and from London cost us just 8 pounds per person/ each way and our transfer to Rome airport cost just 4 pounds per person. I think this is excellent value for money. I think it is slightly more expensive (1 pound more) if you buy your ticket from the conductor on entering the coach.
DO NOT USE THIS COMPANY! The worst service possible! The bus going into Rome city center was delayed an hour (already a bad sign). On our return journey, the female member of staff allowed us to put our luggage on board and then let the bus drive away without, resulting in us having to pay Euro50 to get a taxi to the airport. The female member of staff made no attempt to help us and instead swore at us and verbally abused us in Italian instead of solving the issue. Complete waste of money.
WHAT IS TERRAVISION?
Terravision is a transfer company who offer coach services from airports to various destinations. They have been in business for 10 years and you can also book bus tours through them.
They operate a route in France, Portugal and Malta. There are 2 routes in Holland and several in Italy. The UK routes are the following:
Stansted Airport - London Stratford / London Liverpool Street / London Victoria Station
Luton Airport - London Victoria Station
Gatwick Airport - London Victoria Station
Heathrow Airport - London Paddington Station
Liverpool Airport - Manchester City Centre
The last route I travelled with this company was London Victoria Station to Stansted Airport. The service was direct and took 1 hour 15 minutes which is half an hour longer than the Stansted Express train. The National Express coach leaving at the same time would have taken 1 hour and 48 minutes.
The buses leave every half an hour which I think is frequent enough for a journey of this length.
My journey cost me £15 return. The single ticket would cost £9.
Under 4's go free. 5 - 12 year olds will cost £4 single and £7 return.
This return price is less than half of the £31.50 return it would have cost to use the Stansted express train (if there are more than 2 of you travelling it's worth checking out the rail group discounts).
The same journey is a fraction cheaper at £14 with National Express coaches, I would rather save the half hour travelling time each way than £1 though to Terravision was the best option for me and appears to be the same for my next trip.
BOOKING & TICKETS
You can book online, occasionally getting good offers. When travelling abroad I would book online and leave plenty of time between landing and getting the coach, especially in an unfamiliar airport in case they are like Gatwick where you may have a half hour walk from the plane before actually getting out of the airport.
For Stansted I won't be pre-booking the tickets (when you do this you must choose a time) as it is easy to find the ticket stalls in both Stansted airport and London Victoria train and coach stations so I can just buy one when I get there and not have to worry about missing the bus. The last time I got a single which was the same price to purchase on the day as it would have cost online.
Depending on where you book the transfers through, you may just get a print out and have to actually collect your tickets upon arrival anyway.
Booking directly on the Terravision website you simply print your ticket and get on the bus.
I found the stop at Victoria coach station not very easy to find, it's a few minutes walk from the rail station and not very well sign posted.
ON THE BUS
Terravision have large buses with very large luggage holds underneath. Any time I have arrived at a stop there has already been a bus there waiting which is great, especially in the winter when you can sit on the bus waiting for it to leave rather than standing at a cold bus stop.
There is usually a person outside who shows you where to put your luggage and checks your tickets.
I found both the outside and inside of the bus to be clean. The buses have big pink Terravision logos printed all over them so they are easy to spot.
On the bus there isn't a great deal of leg room but the seats are comfortable enough and it's nice and warm. There is air conditioning for the summer and there was air conditioning when I've used them in hot countries so I found the journey as comfortable as a bus journey can be.
There are no fancy features but these journeys are rarely very long with many routes being under an hour so I wouldn't expect any.
I must admit I prefer having the space of a train but I'm not as keen on the prices.
When I got off the bus it was directly outside the airport door which was great as I didn't want a long walk with my luggage in the cold, the ticket lady and the driver both said thankyou and wished us a pleasant trip.
I have now used this company in 3 different countries (Italy, Portugal and England). I have never had a problem with them, find their prices and frequency good and overall a good service. The last time I used them was from London Victoria to Stansted airport and I will be using them again for this route in a couple of weeks. This journey wasn't much over an hour and I found the coach very warm which was good as it was freezing outside. There wasn't much leg room so I started to get a little stiff towards the end of the journey but for anything under an hour it's not too uncomfortable to put me off using them again.
I have found the staff efficient and helpful when I've had to ask them questions. I've never been late for a flight and I've never had any lost, stolen or damaged luggage.
I would recommend this transfer service.
Please feel free to skip the following opinions I have on the low ratings for this company!
I was surprised to see the overall low user rating of this company. After reading a few of the less than complimentary reviews I would give people wishing to use ANY transfer service this advice:
- Leave plenty of time to get from your destination to the airport, it is not the bus company's fault if there is traffic, roadworks or and other unexpected problems. These things happen, I usually add an extra hour onto my journey time 'to be safe' when possible. These delays happen with all companies, not just this one.
- Keep anything of value on your person. Unfortunately luggage problems can happen, of course the bus isn't going to allow you to carry your luggage with you. For safety reasons and space reasons it's just not possible to have a bus with that many people on it as well as their luggage. I've never been on a Terravision bus where any passengers have been complaining about lost or stolen luggage. It happens in hotels, it happens in airports and I'm sure it happens on transfers, including this one.
- Check your ticket before you travel! My last ticket said to make sure you present your ticket at least 15 minutes before the departure time of the bus. I actually arrived early and made an earlier bus which left only a couple of minutes after I got to the stop. They did not have to let me get on this bus and I didn't expect them too, thinking I'd have to wait for the next one. If the ticket says be there 15 minutes before, be there 15 minutes before!
- Before slagging off the staff, consider their working day. I haven't found any of the staff on these services rude or anything, occasionally grumpy. I would be grumpy if I had to listen to passengers who can't read their booking properly, have no tickets, don't want to wait for other passengers to get on the coach, don't want to put their luggage in the luggage hold and generally think they are the only people that have a flight to catch. These people get a lot of abuse for things that are very rarely their fault. The same goes for airport staff - if you're late for a flight that's not their fault!
Terravision: het zijn boeven: ze zetten te weinig bussen in en laten je rustig meer dan een uur wachten. Op de heenreis is dat tot daar aan toe, maar als je op de terugreis een vliegtuig moet halen is dat naar. We hebben op het laatste moment een taxi moeten nemen. Mijn ervaringen in Rome. Onacceptabel! Jammer van je ticket en taxikosten want op email geven ze een automatische replay en via Terravision.eu zijn te niet bereikbaar. Tuig is het!
DO NOT USE THIS COMPANY!
My partner and I used Terravision from Rome Termini Station to the airport in early August 2012. After being rudely told we were not allowed to place our small carry on luggage on board (or even small items) we reluctantly stored our luggage into the cargo hold underneath the bus and watched as others placed their bags on top of our 2 bags to make sure no one crushed our luggage. We then entered the bus and waited for another 10 mins as others placed their luggage underneath and boarded. At all times the cargo area was in clear view of Terravision staff.
Upon arrival when going to get our bags we found our luggage had been stolen. We immediately ran and caught up with any passengers to see if they had mistakenly taken our bag, but that wasn't the case and in any event if that had happened there would of been one spare suitcase under the bus, which there wasn't.
When we got to the Terravision stall at Rome airport we were met with feigned ignorance and sarcastic comments from both the driver and the sales woman. The only small bit of information they were willing to give out was that it was probably at Termini station that it was stolen. I think the whole charade between the driver and sales woman sounded like a well practiced little act.
Luckily we had arrived at the airport early and were able to fill out a police report (which was a whole new problem in itself).
Now we are trying to make an insurance claim with our insurance company, which requires a claim being made with Terravision and despite 8 emails, 2 forms on their website being filled out and several unanswered calls to them we have had no contact back from Terravison since the incident happened nearly 3 weeks ago, save them closing an online enquiry on their website.
We have contacted our embassy and are now in contact with lawyers to see what our next step should be, as there was close to $5000 worth of items stolen.
DO NOT USE THIS COMPANY IN ANY CIRCUMSTANCE! In my opinion they are either unbelievably incompetent or they are complicit in the theft of their customers belongings. Either way, they should be avoided at all costs.
You only have to google "Terravison stolen luggage" to see other instances much like this one.
After having arrived at Stansted airport on 13 October 2011, I enquired at the Terravision sales desk if there was still place on the next coach (leaving 10 minutes later) to London Liverpool Street. This was confirmed, and I bought a ticket. Upon arriving at the coach stand, I encountered a long queue, I did not get onto the next coach, but only half an hour later. When I expressed my frustration to Terravision representative, he started arguing with me, claiming that it was unrealistic to expect to get onto the first coach, as there were many people waiting in front of me, and he refused to accept my viewpoint that I was expecting to get onto the coach for which I had been told to have bought a ticket. Only after I told him that he was acting stubbornly customer-unfriendly, and that he should have been apologising on behalf of the company for the mismanagement, he stopped arguing. So, the lesson learned is - never travel with Terravision again - use National Express!
they sold me tickets at the Rome bus station and they would let me in their buses for next 2 hours, Apparently there is a priority for those who booked in advance and that was never mentioned at the till, they sold me the ticket promising to get me on the next bus. by the time i realised where it all going IT WAS TOO LATE TO CATCH MY PLANE!!!! AND NO REFUND NO "SORRY" FROM THE AUTHORITIES. SOME ITALIANS BEING PUSH REPEATEDLY OFF THE BUS WERE READY TO START A FIGHT. I HAD NO CHANCE TO SEE THE CULMINATION AS I TOOK "ALITALIA" BUS WHICH COST ALMOST THE SAME. MY ADVICE --- TAKE A TRAIN OR TAXI
I bought a Terravision online ticket. Worst idea ever. I've shown the ticket to the bus driver on a computer screen. There was a passenger code and a barcode - both could be read easily from the screen, same as from paper. The bus driver didn't accept it, because "it must be printed". There was no instructions in the email or on the ticket that it must be printed. Where the hell should I, as a tourist, get access to a printer?!
I had to buy an ordinary ticket instead and I was advised to ask for a refund for the online one.
Terravision claims office is available only via email, no phone. I asked for refund and they answered me after *one month*. Of course they rejected my request, because "it should have been printed" (the sentence they cited from says "you can print your ticket...", but there is no information I have to print it).
Worst experience ever.
I booked the shuttle bus from the central station of Rome 'Termini' to Ciampino Airport online at the website of the company. On the ticket information was written to be at the pick-up place at least 20 minutes in advance, since the bus was planned to leave at 12.00 I got there at 11.40. Perfectly on time and with the expectation of getting proper transportation service. My gate was closing at 13.20, so with the estimated travel time of 40 minutes to get to the airport I should have had nothing to worry about.
When I got to the pick-up place, there was just chaos. People who did not already book a ticket in advance had to wait in the same line as the ones who did, causing a lot of time loss. I could not recognize one single well-organized aspect of the whole thing.
There I was, waiting and waiting, the bus arrived 25 minutes late. I got quite stressed because I was worrying whether I was going to make my flight. I put my luggage into the luggage storage (which was unprotected so my belongings could be stolen easily) and after I got my ticket checked I could get into the bus. It was completely full, after having stand for 5 minutes at the back of the bus somebody came to me and said in a rude way that I needed to take out my luggage and wait for the next one. It was incredibly frustrating, now I was really running out of time. I told them about the situation but I have been told that they could not help me. There I was as an 18-year old girl on my own.
Another 5 minutes later another bus came, quickly I got in and was just praying that it would depart soon. After a couple of minutes I decided that the whole Terravision thing wasn't worth the stress I had and decided to walk out and just take a taxi. The luggage storage was already closed, so it was not possible. Finally, the bus started moving around 12.45. I don't know how it's possible but at the end I got to my destination. On time. I had to run though, and if I were only a couple of minutes later I would have needed to wait for the next flight the day after.
I do not recommend this company to anyone, I advise you to take a taxi, which costs 30 euros but at least you are sure to actually get to the place of arrival.
I know Rome very well and the Italian way of living, being late is generally accepted. Though, I would expect some professionalism by an international company like Terravision. People rely on transport to get to the airport on time to make their flight. The staff made a really not-caring impression to me and I have been treated in a rude way.
I'm a frequent flyer from/to London Stansted airport. My flight landed prior scheduled time. I reach the Terravision bay and the queue was incredebly long comparing to National Express and Easybus...
The last time a member of Terravision told that there was an accident on the road and the coaches were stucked in London and ovviously delayed. This time, another member of T staff told me that there are road closure because the Royal Wedding. It's absolutely a lie, because i double checked with some friends and i they declined. What is the truth...TERRAVISION BUSINESS GREW IN THE PAST YEARS ALTHOUGH THE COACHES FLEET STAYED ALWAYS AT THE SAME NUMBER AS IT USE TO BE, WHEN THE BUSINESS WAS LESS. What does this mean? THE COMPANY DOESN'T WANT TO SPEND MONEY TO BUY NEW COACHES AND PAY MORE DRIVERS. TIPICAL ITALIAN!!!! If you get the ticket from stansted to central london, make sure you're ready to queue at least one extra hour.
i WOULD RETTIFY THEIR ADV: "80 MINS AIRPORT/CENTRAL LONDON PLUS 60 MINS (IF YOU ARE LUCKY) OF QUEUE. AIRPORT - CENTRAL LONDON 140MINUTES!!!!!! FAST JOURNEY!!!!
FIND ALTERNATIVE,CHEAPER AND MORE EFFICIENT SOLUTIONS FOR THE AIRPORT TRANSFER!!!!
AVOID THIS COMPANY IT IS A COMPLETE DISGRACE!!
I HAVE ENCOUNTERED THIS COMPANY A FEW TIMES - THE FIRST BEING IN ROME WHERE I TRAVELLED BETWEEN CIAMPINO AND TERMINI STATION. THE RIDE WAS VERY UNCOMFORTABLE, THE COACH WAS OVERLY HOT AND THE DRIVER WAS NOT THE BEST. I HAVE HEARD THAT DRIVING IN ROME IS LIKE THIS SO I THOUGHT NOTHING MORE OF IT. MY RETURN JOURNEY WAS IN THE VERY EARLY HOURS OF THE MORNING AND WHEN WE ARRIVED AT TERMINI (WHICH ISNT THE BEST AREA DURING THE DAY)THE BUS HOLD WAS OPEN ON THE LEFT HAND SIDE AND THE DOOR WAS OPEN ON RIGHT. THERE WAS NO STAFF ON THE HOLD - THIS CONTAINING ALL LUGGUAGE OF THE PASSENGERS TO GUARD ALL THE VALUABLES. I QUERIED THIS AND WAS TOLD THAT I COULD STAND AND GUARD IT UNTIL I BOARDED THE BUS, I THEN ASKED IF I COULD BRING MY BAG ON WITH ME ON THE 1/4 FULL BUS AND WAS RUDELY TOLD NO AND THAT UNDER NO CIRCUMSTANCES WAS MY BAG ALLOWED ON WITH ME. I SAID THAT I WASNT COMFORTABLE WITH THIS ARRANGEMENT AND TRIED TO ARRANGE TO GET MY MONEY BACK (THE TICKET HAD BEEN BOUGHT AS A RETURN AT CIAMPINO AIRPORT)AT WHICH POINT THE DRIVER AND THE REPRESENTATIVE DECIDED THAT THEY NO LONGER SPOKE ENGLISH. I PLACED MY BAG IN THE HOLD AND WAITE BESIDE IT UNTIL THE DRIVER SNAPPED AT ME TO GET IN AS WE WOULD BE LEAVING (I TOOK MY PLANE TICKET AND PASSPORT WITH ME) AND BOARDED THE BUS - 20 MINUTES AFTER THAT WE LEFT. WHEN WE ARRIVED AT CIAMPINO AIRPORT MY BAG WAS NEEDLESS TO SAY STOLEN, I TRIED TO TALK TO THE DRIVER ABOUT THIS HE AGAIN SAID HE DIDNT SPEAK ENGLISH AND DROVE OFF, OFFERING ME NO ASSISTANCE OR ADVICE. WITH NOTHING ONLY WHAT I WAS WEARING AND WHAT I HAD IN MY POCKETS I BOARDED THE FLIGHT AND WENT HOME. I HAVE TRIED TO CONTACT TERRAVISION (WHICH IN ITSELF WAS A CHALLENGE) ABOUT THIS APPALLING SERVICE AND WAS TOLD THAT THIS WAS BEING REVIEWED AND I WOULD HEAR BACK FROM THEM IN A COUPLE OF DAYS - 2 WEEKS LATER I HEARD BACK, I WAS NOT GIVEN AN APOLOGY, I WAS SIMPLY TOLD THAT I WAS LIABLE AS IT IS WRITTEN ON THEIR INTERNET PAGE (BUT NOT ANYWHERE ON THE TICKETS I WAS SOLD BY THEIR REPRESENTATIVES IN THE AIRPORT) THAT I LEFT MY LUGGUAGE IN THE OLD AT MY OWN RISK. I QUERIED THEN WHY I WASNT ALLOWED TO TAKE MY BAG ON WITH ME AND WAS NEVER ANSWERED (THIS WAS HAND LUGGUAGE AS MY TOTAL STAY IN ROME WAS 2 DAYS) I WAS OFFERED A TOKEN OF £10.00 OFF MY NEXT TRIP WITH TERRAVISION, BUT ONLY WITHIN A CERTAIN TIME (2 MONTHS). THIS HARDLY COMPENSATES ME FOR MY IPHONE CAMERA GIFTS FOR FAMILY AND FRIENDS AND CLOTHES THAT I LOST. MY TRAVEL INSURANCE WOULDNT COVER THIS AS THERE WAS NO POLICE REPORT - WHICH I DIDNT MAKE AS I WAS DAZED UPSET AND AFRAID ID MISS MY FLIGHT OUT.
I THEN ENCOUNTERED THEM AGAIN ON A FAMILY TRIP TO LONDON WHERE MY SISTER BOUGHT THE TICKETS NOT REALISING MY HISTORY WITH THE COMPANY WHEN I REALISED THAT I WOULD BE TRAVELLING WITH THEM AGAIN I REQUESTED THAT I BE ALLOWED TO HAVE MY BAG ON BOARD EXPLAINING MY PROBLEMS IN THE PAST AND I WAS TOLD RUDELY THAT THIS WAS NOT POSSIBLE. I THEN REFUSED TO BOARD AND WAS NOT GIVEN A REFUND, I THEN USED AN ALTERNATIVE FORM OF TRANSPORT.
My experience of Terravision (July 2009) was awful; they took my booking (and my money) and completely failed to provide the service I had paid for. I rang several times and was told that the bus was on its way and then when the bus was more than 20 minutes late I was told that it wasn't coming and I had better go to Liverpool Street Station and get the train instead! I had no idea where the station was as I don't live in London and had a incredibly stressful journey finally arriving at the airport very late and only getting to the gate 5 minutes before it closed (having had to run all the way way through Stansted airport). Not to mention having to pay £19 for a ticket having already paid £9 to Terravision for their non-existent service!
According to their website Terravision will let you know immediately if there is a problem and provide an alternative means of transport if they fail to collect you - this could not have been further from my experience. I was not informed by them that there was a problem but had to ring them several times and was offered no help whatsoever, not even directions to the station! I certainly wasn't offered any alternative transport. The staff appeared not to care if I caught my plane or not and could not have been less helpful.
Although they have my contact details and they know that they failed to provide the service I paid for, they have not contacted me to apologise nor have they refunded my ticket price.
As a final inconvenience, it's almost impossible to find out how to make a complaint; the page they claim you can access via their website does not appear to exist and no one answers the phone when you ring their headquarters in London. I have written with my complaint and am currently waiting for a response and a refund; I won't hold my breath though!
I will never attempt to use this company again, it's simply not worth risking missing a flight and they clearly couldn't care less if you do.
P.S. having written 3 times to uk addresses (including address registered at Companies House) and had letters returned marked 'address unknown' and 'gone away' I finally sent an email and have had my fare refunded as a 'gesture of sympathy' - they apparently they are under no obligation to give refunds! The explanation I have been given is completely different to what I was told on the day so someone has to be lying! Terravision are completely unwilling to compensate me for my awful journey by even reimbursing me for the train fare. Never again!
The Stansted express train from stansted to liverpool st station were having delays because of industrial action on the 7th August 09 so I decided to take the Terravision bus. Well never again. It took us 3 hours to get from stanstead airport to victoria station. That was bad enough but on a warm day the bus only had air conditioning that was on a timer and the bus driver could do nothing to override this. None of the windows on the bus had openings for air. All the passengers were very uncomfortable. The journey was only meant to take about 1 hour. Never again. I will stick with Stanstead express in future as i have never had a problem with them.
I booked Terravision to travel from London (Victoria) to Stansted Airport on Sunday 2nd August 2009. I arrived with my husband and 2 young children at the coach stop 30 mintutes before the scheduled 16.30 departure. There were just a few others waiting at this stage. By 16.30 there were many more waiting and no coach. At about 16.20 a guy in normal clothes with a fluorescent sleeveless jacket with the Terravision logo arrived. He stood chatting to another guy (no uniform) who had been standing there all along. By 16.35 a few people started to ask the "Terravision" guy when the bus was coming. I asked at 16.45 and he said it had been delayed because a bridge had been closed due to the triathlon taking place that day! An unmarked, dark blue coach arrived at about 17.00. By this stage the "Terravision" guy and his non-uniform "friend" were shouting to people to move back and form a queue. People were obviously very concerned about missing their flights at Stansted. One man asked the non-uniform guy to repeat his instruction in Spanish and he nastily replied "We are in England - I will speak to you in english - not spanish" - note - this guy was not english himself!! We finally got on this coach which smelt of human excrement and vomit - it was disgusting. I suppose an hour travelling in these stinking conditions is the price we pay for going for the cheaper option. This is a very dodgy set-up!! NEVER AGAIN.
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