National Express Unfair Admin Fee problem

suwyn

Hi
Purchased 2 tickets online last night, clearly stated departure time of 13.30, tickets came through as depart 11.10 am, contacted them this morning, said they could be changed for 2 x £10 fee,they said it was impossible for their website to go wrong, contacted trading standards this morning, they suggested small claims court, and also it would help if I could find others that have had this problem, I saw on another post about an independant complaints dept, but didnt write the link down properly, (not doing very well am I ?) grateful for any suggestions
thanks
sue

Hintza

Try and replicate the problem and take screen shots at each interval?

robt_2

What time did it say on any confirmation emails that you got?

suwyn

Hi
The email came through with 11.10 am on it, but the saved travel time clearly shows 13.30, I have printed this off, but if you go to "my account" it is there also at 13.30, just below the time is a buy now link, which I clicked on,and purchased, then the email comes through showing a different time, when I phoned them this morning, they were very abrupt in manner, also stating that "it is impossible for their website to go wrong" which apart from being untrue is also laughable as during the procedure of the purchase, page kept comng up "fatal error has occurred"
perhaps I should have quit then !
I have now located the address of the independant complaints, so if anyone else needs it they are called Passenger Focus and the phone number is 08453 022022

omelette451

Unless you can prove their website has definitely suffered an error you're unlikely to have any success - their systems are generally very reliable and problems are usually user-inflicted. (I'm not saying you're wrong, but that generally it's humans who make mistakes not computers.)

Are you sure there's no way you could have clicked on the other one by mistake? Perhaps mistaken an arrival time for a departure time, or investigated different options and the other one inadvertently stayed in your basket? If you're definitely sure then by all means submit a formal complaint, but I don't see how the court would find in your favour unless you can prove you definitely booked the later one. (What time does it show on the 'booked journeys' section in 'your account' online?)