Z Nairobi Terminus do Arusha

Very Disappointing and Unsafe Experience – Nairobi to Arusha Our experience with this bus company was extremely disappointing, and I would NOT recommend their service at all. When we made the reservation and completed the payment, we were never informed that the vehicle would not pick us up at the hotel, which was the agreed pickup location. After contacting the company several times, I finally received a response just one day before departure, informing me that we would have to go to a petrol station instead. Although this was inconvenient, we accepted the change. We arrived at the new pickup point and waited almost an hour beyond the scheduled departure time. To our surprise, the vehicle was a van with all passengers’ luggage placed on the roof and tied down with a rope. The driver’s behavior was extremely concerning. He drove at excessive speed and made dangerous overtaking maneuvers, including overtaking on curves where it was prohibited. During the journey, one of our suitcases fell off the van onto the road, forcing the driver to stop so we could retrieve it. Later, we noticed that the rope was coming loose again and that the luggage was at risk of falling once more, so we had to stop a second time. The journey was also uncomfortable because there were no regular bathroom stop. We travelled directly from Nairobi to Arusha, stopping only at immigration. Unfortunately, the problems continued upon arrival. According to our booking agreement, we were supposed to be dropped off directly at our hotel. However, the driver stopped elsewhere, where several men immediately surrounded the van offering taxi services. We explained that our hotel transfer was already included in the price, but the company then refused to take us there, claiming that the hotel was too far away. What made this even more frustrating was that we had already passed the location of our hotel, and we had clearly indicated the correct turn to the driver. He repeatedly asked us to wait, but no solution was provided. We eventually had to call the safari company we had booked to arrange a pickup because we did not feel safe in that location. We also preferred to rely on someone we trusted, especially since ride-hailing services such as Uber were not available to us in Tanzania. Overall, this was a terrible experience. The company failed to communicate important changes, did not provide the service we had paid for, and exposed passengers to unnecessary safety risks. A transport company should prioritize passenger safety, transparency, reliability and basic customer service. Unfortunately, none of these expectations were met. I would strongly advise other travellers to think carefully before booking with this company.

It took us almost 9 hours to get to Arusha, you are not presenting the ride as it really is

We were told

Hotel pickup was not provided, we had to come to the bus. Also total travel time was completely off by multiple hours

On 26 May, my scheduled trip from Arusha to Nairobi was cancelled by your service provider. No reason was provided for this cancellation. On the same day, I received a call from your office requesting that I confirm a return trip from Nairobi to Arusha. However, since I had not been transported to Nairobi as originally booked, it was not feasible to confirm a return journey. I would also like to express my concern regarding your cancellation policy, which appears to allow a refund only if the customer does not initiate the cancellation. Given that the cancellation was made by your service provider, I trust this policy does not apply in this instance. Following this frustrating situation, I made alternative arrangements and booked a round-trip with another bus company. Consequently, I was unable to confirm the return ticket you requested, as other commitments had already been made. My primary concern at this time is to obtain a full refund for both the outbound and return portions of my original ticket, as I was unable to use your services at all. Please inform me of when the total refund will be processed. Thank you for your prompt attention to this matter.

I had a very pleasant ride from Nairobi to Arusha. Seating was very comfortable, the shuttle was super clean and tidy and the driver was very helpful and pleasant. Highly recommend

Worked well. They had my contact and everything. Just be organized for the border crossing with your yellow fever card and eVisa ready to show.