Complaint against bus company

SeanOg_3

Last month I made a journey on a well known budget bus company. On this journey my baggage had been in the back luggage hold. Upon arriving at my destination it transpired that the bus toilet had malfunctioned and leaked urine on my bag. This caused considerable distress as you can imagine not to mention the soiled clothes that had to be thrown out and electronic equipment permanently damaged.

So I made a complaint, and was told to wait for two weeks for a response. Two weeks passed without response and I didn't hear anything so followed it up only to be told to wait 28 working days from my 1st contact. What can I do and what rights do I have?

laird

Check the conditions of carriage, the contract between you and the carrier.
Look particularly for any provisions within it cover the eventuality you are describing and look at the period during which they should respond to complaints if stated.

If you haven't already then make a claim via your travel insurance or via your legal expenses insurance if you failed to purchase travel insurance.

You will probably find that there is an upper limit to any liability for lost or damaged luggage on the part of the carrier.
Next you can ask them to waive this since they were negligent in failing to empty the waste water tank or had failed to maintain the system in line with the manufacturers recommendations.
They will probably refuse at the first letter, do not accept refusal now you can look to any third party arbitration service to which they subscribe, failing this you can look to bring claim via the small claims process.

KeithP

Have any of your contacts with the bus company been in writing?

It is important to get your claim to them in writing.

Phone calls can easily be 'forgotten'.

:beer: