National Express Coaches, Refunds and false Tracking

Ecobra

National express customer service is a joke! I phoned them asking for a refund for a coach that left its stop 8 minutes early, after speaking to their customer service hotline (left on hold for 10 mins) I was told that their coach was there on time and left on time, total lie. I was at the bus stop waiting 6 minutes before time and left 30 mins later. I've been refused a refund and am asking what my next step should be?
I would be very grateful for any reply.
Alex

neilmcl

Do you have any proof to back up your claim?

Ecobra

I've re phoned them asking for the tracking info to be sent to my email - they can't do that.. I'm trying to see if my mobile has any tracking info stored on it i.e. so I can show my GPS coordinates, failing that perhaps there is log of cell phone towers kept on the phone enabling me to triangulate my coordinates. All I have at the moment is my word.

wealdroam

Ecobra wrote: »

All I have at the moment is my word.

That's right. You will need more than that.

Without any proof of what you are saying, why should Nat Ex Customer Services believe you over what they are being told by their own organisation?

At this stage, I cannot see why you think their customer services are joke.
They appear to be acting quite reasonably.

Here's one line from their T&Cs:

4.9 You should arrive at the boarding point at least 10 minutes before departure

Ecobra

Update I have tracking data from my phone cell tower list - shows my location and waiting time.

SuperHan

Makes no difference if their T&Cs say turn up 10 minutes before. That seems to be a reasonable condition, so I doubt it would be deemed unfair. The only argument you would have if you were there for more than ten mins before departure time, which you weren't.

Ecobra

"Makes no difference if their T&Cs say turn up 10 minutes before" I don't believe that for one moment, the time on the ticket says 10.55 not 10.45. It would be reasonable to be there 10 minutes early but not a requirement of boarding pass.
If on the other hand the ticket said "departure 10.45 - 10.55" and I was one minute late then I would fully understand.
Anyway my cell phone tracking is enough to back up my case.

wealdroam

Ecobra wrote: »

Anyway my cell phone tracking is enough to back up my case.

Does it show that you were there ten minutes before departure?

Ecobra

8 mins before departure - Tell me wealdroam is this a legal argument that you are hinting at? Does my ticket say departure at 10.55....

wealdroam

Ecobra wrote: »

8 mins before departure - Tell me wealdroam is this a legal argument that you are hinting at? Does my ticket say departure at 10.55....

I am hinting at nothing.

Just trying to make you aware of terms that you agreed to when making your purchase.

Now, whether that term can be used, or whether it could be considered an unfair term, I don't know.

Just pointing out that that term exists and I imagine NatEx will throw it back to you.
Be prepared for that... that's all I'm saying.

Good luck.

Ecobra

Luckily for those of us that live in the UK we're able to pop into any law firm and ask for their advice before preceding. For this small sum none will take it, but for the principle of the matter I'm sure a lot will - I'm only going to bother if my case is a sure win, and I think it is. So the total will be 1 day off work, 1 solicitor etc