Can I complain to National Express about this?

rebelrebel

Recently, I took a National Express coach from London to Glasgow. The announcement at Victoria said that the toilet on the bus was broken and that there'd be a delay whilst they found a replacement bus. In the end, after half an hour's delay, we got no replacement bus. The bus we got was the one with the broken toilet. It smelled dreadful. It was like being in a sewer on wheels. I thought I'd throw up. Most of the other passengers looked rather green, too. We were eventually moved to another bus when we stopped in Hamilton. This can't have been hygienic, and, hygiene aside, it made the journey incredibly uncomfortable. Can I complain about this?

lika_86

Of course you can complain. It doesn't mean that they'll do anything about it though...

rebelrebel

Ugh. I was hoping to get some compensation out of them for that terrible journey. Ah, well.

novelty-socks

Decide what you'd like in return for the discomfort you suffered. I'd say a partial refund on your ticket would be reasonable, though it's obviously up to you.

Send a letter, setting our your complaint and clearly stating what you want from them.

Wait and see what happens.

I expect that they fulfilled your contract with them by getting you to Glasgow, but I see no harm in complaining about this, as it doesn't sound like a pleasant journey.