I am extremely disappointed with Capital Trailways. We booked the trolley for our wedding 11 months in advance, so it was heartbreaking to find out the day before our wedding that it would no longer be available. Kim called to let us know that they ordered the wrong part and the part we needed couldn’t come in on time and the trolley cannot be used. She was kind and apologetic, but I don’t feel the company itself handled the situation appropriately.

After many phone calls back and forth, we were eventually told the trolley would still be coming to our wedding, but it might not have air conditioning. We were completely fine with that because having the trolley was what mattered most to us. Then, at 4:00 p.m., we received another call saying the trolley was no longer coming after all. The constant back-and-forth made an already stressful time even more overwhelming.

I was initially told our options were a charter bus or a refund. That wasn’t an acceptable substitute for us because the trolley held sentimental value. My fiancé’s parents rode the same trolley on their wedding day, and it was something we had looked forward to sharing on ours as well. Kim said the Vice President would call me, but he never did. I ended up calling him myself around 4:00 p.m., and he didn’t seem to know who I was or the details of the situation.

The Vice President eventually offered us a discount in addition to providing the charter bus, which I appreciated. However, no discount could replace the special meaning the trolley had for us, and having to deal with this the day before our wedding caused unnecessary stress and disappointment during what should have been an exciting time.

Our bus driver was friendly, and the bus was clean and air-conditioned, but another disappointment was that the sound system barely worked. We couldn’t hear the music even with the volume turned all the way up.

While I appreciate the kindness of Kim and our driver, I cannot recommend a company that canceled a reservation made nearly a year in advance just one day before the event, repeatedly changed what we were told to expect, and handled the communication so poorly