Stagecoach Bus Complaints

coochy123

Hi all,

I'm not sure if I'm in the right place but I'll ask you guys this anyway.

I've been suffering really terrible service from the Stagecoach Bus service in my area and have made a compliant about the continual lateness of the service.

To cut a long story short, the 'rep' I have been dealing with has stated that they are not responsible or liable for any losses, distress or inconvenience experienced by me because of the lateness of their service. They have said that this is stated in their Conditions of Carriage.

Now, I have looked on their website and at the t&c's of my ticket (I buy my monthly ticket online) and cannot find these so called Conditions of Carriage anywhere. I have not typed in their search bar on the website as I assume that they should be easy to find. There is nowhere, that I can see, where these are stated. I have also never noticed them on any bus I have travelled on. They have also not offered to send me the CoC statement so I am in the dark.

There are unwilling to help because of these Conditions, would anyone be able to tell me where I now stand?

Thanks in advance

cosmojohnson

A quick Google of 'stagecoach conditions of carriage' points to this page. (It was also very visible after clicking on 'customer services' on the homepage).

Condition 2 includes:
"Wherever possible, we will take reasonable steps to advise you of any disruption to services but, in the event of cancellation, delay, diversion or termination of any service or the service being unavailable to you as a result of the vehicle being fully loaded or for any other reasons, we shall not be liable for losses, damages, cost or inconvenience that you suffer as a result."

wealdroam

Wasn't too difficult to find from www.stagecoachbus.com

Click on Customer Services tab.

Then click on Read our Passenger Conditions of Carriage

In there they say...

We aim to provide a safe, reliable and punctual service but there are occasions when we are simply unable to run as advertised due to factors outside of our control such as road works, diversions, exceptional traffic congestion, major events, extreme weather conditions and other unforeseen operating circumstances.
Wherever possible, we will take reasonable steps to advise you of any disruption to services but, in the event of cancellation, delay, diversion or termination of any service or the service being unavailable to you as a result of the vehicle being fully loaded or for any other reasons, we shall not be liable for losses, damages, cost or inconvenience that you suffer as a result.

Wail

Hello

Conditions of Carriage are linked to below

http://www.stagecoachbus.com/conditionsofcarriage.aspx

It depends on what the issues are

My advice would be that you have a discussion with Bus Users UK and ask them to refer your issue to the Bus Appeals Body.

If it concerns maintenance or service punctuality, then refer it to the Traffic Commissioners as well

Bus Users UK also has a list of local Passenger Transport User Groups. You may want to have a natter with your local one and find out if other people have your issues.

coochy123

Aha!!

Egg on face!! Whoops.
All I saw when I clicked on the customer services page was Code of Practice, I was blind to the other information!

Thank you for your help, I shall open my eyes a bit more in future.

I would still assume that they should be more promenant when I buy the tickets although this is something I'll have to be wary of in future!

Thank you, apologies for being such a dumbass

cambridge5000

I don't think Stagecoach are particularly receptive to customer feedback/comments in my experience....

tight_scotsman

I am a coach / bus driver here is my advice. Google traffic commisioner and find the one for your local area.

The traffic commiioner grants the licence to bus companies to operate a bus service and they must adhere to published timetables.

What i suggest you do is keep a log say over a 4 week period and send it off to the commisioners office and they will send out someone to moniter the puctuality of the service.

if they find that it is continually late /early / not running then the commisioner will call stagecoach in to explain why the service is not up to scratch.

The commisioner has the power to fine the operator thousands of pounds or even revoke thier licence.

usually a letter to stagecoach stating that you will be monitering the busses you use and you will pass your findings to the traffic commisioner is enough for them to sit up and take note.

The last thing any bus operator is to end up on the commisioners radar

hope this helps