National Express, Change & Go, and Tesco Clubcard... Plus refund rights.

Tunstallstoven

Hi all

I'm travelling overseas in August and have just booked return coach tickets to/from Heathrow with National Express, using some exchanged Tesco Clubcard points.

One of the things I was keen to do was add "Change and Go" to the booking, so that if the flight is delayed I can get on a later coach. I checked the Clubcard Ts and Cs and could not see anything about this not being possible.

So I filled in my details on Step 1 (of 4 Steps) on the NE site. I pressed continue and the next screen I got was "Your booking is Complete"!!! I expected to get the add-on options on one of the subsequent steps. But no - straight to complete with no word of warning!

I've since called NE twice to discuss and they were worse than useless. Neither rep had even heard of "Change and Go" and couldn't grasp the concept when I tried to explain. It almost seemed like they didn't work for NE! It's left me in a situation where I don't know what to do nor who to ask. So it's over to the MSE experts!

1. Does anyone know if you can add Change and Go when paying with Clubcard vouchers? A least I'll know then whether it was even an option.

2. Does anyone know what my cancellation rights are? The one piece of info I could get from the reps was that the tickets are non-amendable and non-refundable. But should that be the case when bought online a matter of hours ago?

3. And has anyone had any good experiences with NE customer support and if so any ideas how I can access it?!

Many thanks

jackieblack

Seagull27 wrote: »

Hi all

I'm travelling overseas in August and have just booked return coach tickets to/from Heathrow with National Express, using some exchanged Tesco Clubcard points.

One of the things I was keen to do was add "Change and Go" to the booking, so that if the flight is delayed I can get on a later coach. I checked the Clubcard Ts and Cs and could not see anything about this not being possible.

So I filled in my details on Step 1 (of 4 Steps) on the NE site. I pressed continue and the next screen I got was "Your booking is Complete"!!! I expected to get the add-on options on one of the subsequent steps. But no - straight to complete with no word of warning!

I've since called NE twice to discuss and they were worse than useless. Neither rep had even heard of "Change and Go" and couldn't grasp the concept when I tried to explain. It almost seemed like they didn't work for NE! It's left me in a situation where I don't know what to do nor who to ask. So it's over to the MSE experts!

1. Does anyone know if you can add Change and Go when paying with Clubcard vouchers? A least I'll know then whether it was even an option.

2. Does anyone know what my cancellation rights are? The one piece of info I could get from the reps was that the tickets are non-amendable and non-refundable. But should that be the case when bought online a matter of hours ago?

3. And has anyone had any good experiences with NE customer support and if so any ideas how I can access it?!

Many thanks

I had exactly the same problem a couple of months ago - although when I found I couldn't add the add-on I didn't complete the booking.


When I queried it with NE they said that you couldn't add any of the extras/add-ons if paying with Clubcard vouchers - they claimed it was in the t&c but I hadn't seen it anywhere and I'd checked really carefully.


I complained to Tesco and they cancelled the voucher and recredited me with the points - I know that's no help to you - sorry


Good luck!

bradders1983

I would assume because you was using a voucher you couldnt do it. Why not try emailing them (via https://www.nationalexpress.com/en/help/contact ) and asking how you add it? Mention the details are on this link:

https://www.nationalexpress.com/en/airports/gatwick

Tunstallstoven

Actually, that is very helpful You should get a job with NE as you know a lot more about it than they do!!!

Well, at least I know it wasn't and isn't an option to add "Change and go". Like you, I was planning to not complete the transaction. But I really didn't think the next step in the order process would be the end of the matter. And because I could not see anything in the T&Cs I thought the only way to find out whether you can add it or not would be to go through the motions and bail out at the last moment if the option didn't arise. I just didn't think I was at the last moment when i was only on step 1 of 4!

I'm hoping I can either get a refund and just book it normally so that I can add the Change and Go option, or somehow add the option to the existing booking, even if I have to pay for that separately.

Whether I'll ever speak to someone who can help me on either of those is anyone's guess!

Many thanks

Tunstallstoven

Good thinking bradders1983, I'll do that. I guess I was hoping for a more immediate remedy in my moment of panic, but sometimes written communication is the best form anyway. So I'll jot an email together now.

In the meantime, does any kind of distance selling reg or similar cover my purchase?

jackieblack

Seagull27 wrote: »

Actually, that is very helpful You should get a job with NE as you know a lot more about it than they do!!!

Well, at least I know it wasn't and isn't an option to add "Change and go". Like you, I was planning to not complete the transaction. But I really didn't think the next step in the order process would be the end of the matter. And because I could not see anything in the T&Cs I thought the only way to find out whether you can add it or not would be to go through the motions and bail out at the last moment if the option didn't arise. I just didn't think I was at the last moment when i was only on step 1 of 4!

I'm hoping I can either get a refund and just book it normally so that I can add the Change and Go option, or somehow add the option to the existing booking, even if I have to pay for that separately.

Whether I'll ever speak to someone who can help me on either of those is anyone's guess!

Many thanks

I think it was because my vouchers were for slightly less than the cost of the ticket so it sent me to a payment page before completing, which gave me the opportunity to stop the transaction.

I have found the messages:

My message

Hi, I am trying to book a ticket, I have exchanged Tesco vouchers and have received the email with the codes on. I have followed the link on the email and entered the codes as requested.
I am trying to book a flexible ticket but want to add on the extra "airport add-on", however, after selecting the time and ticket type, the website is taking me straight to the payment page without giving me the option to add the ˜airport add-on".
Please advise.
Thank you

and the response I received, within a few minutes

Hello

Thanks for getting in touch with National Express for your travel needs.

Sorry that voucher bookings won't be able to choose any add-ons, so I'm afraid for the voucher bookings, you won't be able to take any add-ons, including any airport add-ons, advance seat selections or extra luggages.

Sorry for any inconvenience caused but I hope this information has been helpful.

If you do have any further questions, please feel free to get in touch with us again. We will always aim to get back to you as quickly as possible and happy to help wherever we can.

Kind Regards,


I replied

Thank you for answering so quickly, however that’s very disappointing. Perhaps that could be stated in the Clubcard information, as this means that I have now wasted vouchers that I could have used for something else
Not happy

I didn't get any further response to that.


I did also suggested to Tesco Clubcard that it should be clearer on the Tesco Clubcard website what the restrictions are, before people change their coupons or try to make a booking.


I hope you manage to get it sorted

bradders1983

As an aside, its a shambles that they charge extra for this "service" for departures from an airport, knowing full well that flights get delayed all the time. TPE dont charge a penny from Manchester Airport if your flight is delayed and you have a train with them, just go to the ticket office and you get it validated free of charge (up to 3 hours I think)

Tunstallstoven

Yes, I agree bradders1983. I have a vision of looking at the empty seats on the next bus (at about 2am!) and not being allowed on them. As an aside, has anyone ever been in this situation with National Express and if so have drivers ever been merciful and said "just get on", perhaps with a wink and smile? Perhaps that's a question for another thread actually. Cheers for your input

jackieblack - thanks so much for that and for taking the time. Was that via email or twitter or ??? I've got to say that's really impress that their answer was so quick, well written, and informative.

As an aside, how smooth was the re-creditation process with Tesco? I've had a brief chat with them and said that if I can cancel then they will re-instate the points/vouchers. But say and do aren't always the same!

jackieblack

Seagull27 wrote: »

Yes, I agree bradders1983. I have a vision of looking at the empty seats on the next bus (at about 2am!) and not being allowed on them. As an aside, has anyone ever been in this situation with National Express and if so have drivers ever been merciful and said "just get on", perhaps with a wink and smile? Perhaps that's a question for another thread actually. Cheers for your input

Not aimed at me, I know, but I have never known this to happen - I have been on a coach where I heard the driver say 'sorry you'll have to go to the ticket office' when someone had missed their coach and asked if they could get on, but I don't know if this is 'representative' or if the time of day would make any difference (this was a busy coach leaving mid-morning from LHR


I have only ever used the add-on to allow me to get on an earlier coach when I had got through collecting baggage/immigration/customs etc quicker than I'd allowed for.

Seagull27 wrote: »

jackieblack - thanks so much for that and for taking the time. Was that via email or twitter or ??? I've got to say that's really impress that their answer was so quick, well written, and informative.

Well, I don't do Twitting - so it wasn't that...
I think via a contact form under 'email us' on their website (https://www.nationalexpress.com/en/help/contact) I got an email response (literally within a few minutes) and I had to click on a link in the email which took me to the 'conversation' on a webpage(?)

Seagull27 wrote: »

As an aside, how smooth was the re-creditation process with Tesco? I've had a brief chat with them and said that if I can cancel then they will re-instate the points/vouchers. But say and do aren't always the same!

Oh, it was very smooth - I spoke to them late afternoon and I could see (on the clubcard app) the points back in my account the next day.

Tunstallstoven

I don't twit either Looks as though I used the same process as you (online email form). Lo and behold I've just had a response. A lot quicker than I anticipated I must say.

But unfortunately it is all no, no, no.... Including getting a refund or rebooking. So I guess my only option is to buy again and completely waste the first ticket. Or keep everything crossed and hope that I'm on time for the coach when returning!

bradders1983

If it looks like you are going to be late on departure nip online at the airport and buy a fresh single ticket then, I wouldnt even worry about it until then. Where are you going back to from Gatwick, and at what time?