Coach took alternative route, missed flight

marg2308

On our National Express coach from Heathrow to Gatwick, the driver decided to take an alternative route due to the motorway being busy. The normal length of the journey is about 1hr, the alternative route by the driver took nearly 2 and a half hours causing our group and other passengers to miss their flight. Would we have a valid claim against National Express ?. The way I am looking at it is if the driver stuck to the designated route and we were late, we would accept responsibility due to heavy traffic however the driver made the decision to take an alternative route and at no time informed passengers how long this would take, his decision led us to believe he was doing us a favour. Appreciate anyone's views on this.

JReacher1

marg2308 wrote: »

On our National Express coach from Heathrow to Gatwick, the driver decided to take an alternative route due to the motorway being busy. The normal length of the journey is about 1hr, the alternative route by the driver took nearly 2 and a half hours causing our group and other passengers to miss their flight. Would we have a valid claim against National Express ?. The way I am looking at it is if the driver stuck to the designated route and we were late, we would accept responsibility due to heavy traffic however the driver made the decision to take an alternative route and at no time informed passengers how long this would take, his decision led us to believe he was doing us a favour. Appreciate anyone's views on this.

Having less than a one and a half hour window to catch a flight seems risky when you are relying on public transport.

I would think you might be able to get money back off national express for the delayed journey but not anything for the flight you missed.

Do national express guarantee a route when you book a journey? I would have thought with road transport it would be down to the drivers judgement what route to take.

soolin

When I used to get transport to the airports it was not uncommon for drivers to try and find a different way round- in fact if they sat on the M25 in traffic for any amount of time people would start moaning they needed to go another way. The local coach company we last used even had a clever sat nav (I think they are more common now) that immediately re calculated a route if there was traffic ahead. I don't really see why the driver trying to find a better route is worse than just sitting in traffic and saying 'tough'


Personally I tend to allow plenty of extra time to get to the airport- I live near the M25 and any journey seems to take three times as long as I expect.

ConsumerGuy0016

marg2308 wrote: »

Would we have a valid claim against National Express ?

These situations are precisely the sort that insurance policies cover - if you have any insurance policies have a read into the specific clause and see your coverage.

If not, then by all means put through a request to National Express for the costs you feel you should be reimbursed. See what they offer you, and then come back on here to discuss.

keyser666

You'd claim on your travel insurance policy, you had one right?

mufi

This is not covered on many bog-standard travel policies. Even if it was, the OP would have to prove he'd allowed enough time, something I doubt he could do

ConsumerGuy0016

mufi wrote: »

This is not covered on many bog-standard travel policies.

Define the term 'bog standard' before you give out advice. The term has no value, so be specific.

Even if it was, the OP would have to prove he'd allowed enough time, something I doubt he could do

I wasn't aware that you were the underwriter on the OP's insurance.

Without knowing the specific exclusions written on the OP's insurance (if he has one) schedule don't create an imaginary scenario whereby his insurance claim has already failed. His insurance company will decide that.

To the OP - my most recent travel insurance document said the following under 'Missed Departure':

Cover up to £1000

Cover for alternative transport costs if you miss your outbound departure if, after leaving home, your vehicle becomes undriveable due to a mechanical breakdown or your public transport is delayed.

Cover is only provided if:
• You are claiming for the circumstances listed and not for your failure to arrive in time to check in due to any other reason including traffic, road closures and/or adverse weather conditions.

Pretty dubious wording, I can't really apply it to your case (or any case really) - but I'd still put in a claim and see what happened if I was in your shoes.

halibut2209

EDIT: Ignore me

Nodding_Donkey

How is it National Express' fault if someone doesn't leave enough time to get to the airport?

bod1467

Cover up to £1000

Cover for alternative transport costs if you miss your outbound departure if, after leaving home, your vehicle becomes undriveable due to a mechanical breakdown or your public transport is delayed.

Cover is only provided if:
• You are claiming for the circumstances listed and not for your failure to arrive in time to check in due to any other reason including traffic, road closures and/or adverse weather conditions.

ConsumerGuy0016 wrote: »

Pretty dubious wording, I can't really apply it to your case (or any case really) - but I'd still put in a claim and see what happened if I was in your shoes.

I agree the wording is dubious. OP was going from Gatwick to Heathrow ... reading into it, OP arrived at Gatwick by plane and was going to Heathrow for another flight. It could be argued that the underlined bit has already been met? (Assuming OP has insurance, and with the same or similar wording).

susancs

marg2308 wrote: »

On our National Express coach from Heathrow to Gatwick, the driver decided to take an alternative route due to the motorway being busy. The normal length of the journey is about 1hr, the alternative route by the driver took nearly 2 and a half hours causing our group and other passengers to miss their flight. Would we have a valid claim against National Express ?. The way I am looking at it is if the driver stuck to the designated route and we were late, we would accept responsibility due to heavy traffic however the driver made the decision to take an alternative route and at no time informed passengers how long this would take, his decision led us to believe he was doing us a favour. Appreciate anyone's views on this.

OP, Welcome to MSE and I am sorry that I do not have more positive information for you in regard to a claim against the coach company , but upon checking the terms and conditions of booking with National Express coaches they state:

4.10
b) Other Forms of Transport:
You must allow plenty of time for a service to arrive in time to connect with other forms of transport provided by other carriers on which you are planning to travel. Where such other form of transport involves air travel we recommend you allow at least 180 minutes between the scheduled coach arrival time and your flight departure time.
Passengers who do not allow 180 minutes between coach arrival and flight departure do so at their own risk and National Express shall not be liable for any expense incurred as a result of any missed connection.
http://www.nationalexpress.com/assets/uploads/pdf/Conditions-of-Carriage.pdf

The coach was late arriving at the destination airport by 90 minutes acording to your post, not 180 minutes so National Express will no doubt quote this condition of the coach booking made, if you contact them to try to make a claim. As others have said it might be worth checking your travel insurance policy to see if you are covered for your missed flight.