3 stars is based on our most recent experience. We have used the service for the past 6 years and never had an issue until recently. In a nutshell we booked our return trip online, were at the bus stop 5 mins before scheduled time (7.14 am) but aircoach never arrived (we thought). Customer service not available till 8.30am and app was continually showing coach at our stop (no idea why) so after waiting 15 to 20 mins we had to call a taxi. E-mailed customer service later to be told coach left out stop at 7.08am as driver has discretion not to wait if nobody at stop. Also told that terms state to be at stop 10 mins before departure. So two issues here: 1. Driver knew we had booked but still chose to continue (in past we have witnessed all drivers have waited at various stops along the way until scheduled departure time) 2. Ticket advises you to be at stop 10mins before , it does not state that this is mandatory as driver has discretion to keep going. Our trust in service has been broken AND we will never pre-book again.....basically not prepared to lose money for a grumpy driver.