Big Green Coach Refund

springbok1966

We purchased ticket with the Big Green Coach to take us to and pick up to see Guns and Roses Concert . The concert was cancelled so we sent numerous emails the them to have a refund back to our original payment method CC. My concern is can they put whatever they feel in their terms and conditions even if it’s not lawful as they could not fulfil their part. My last reply below....
 I've taken a look and can see my colleague Paul emailed you on 18th February 2021 with the following:

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Thank you for your email. Customers were all refunded credit for this event. The sum of £74.00 was converted to credit on to your Big Green Coach account on 02/07/2020. 

This credit can be used for any of our events until 31st March 2023. This means you can travel to any event in 2021, 2022 & 2023.

We need to stress that all of our tickets are sold as per the terms and conditions that you can view on our website here-

4.6.1 The fulfilment of the delivery of our Service will be deemed to be suspended for the period of any of the above reasons of emergency and events beyond our control. Big Green Coach Limited will have an extension of time in order to provide the Service and will use reasonable endeavours to find a solution to any of the above events by which our obligations under these terms and conditions are affected.

16. Refunds

These refund terms and conditions apply to a travel ticket and an event entry ticket whether sold individually or as part of the same transaction. The travel ticket is subject to Big Green Coach terms and conditions. When purchasing an event entry ticket through Big Green Coach Ltd the Customer accepts the terms and conditions of the Event Owner – it is the customer’s responsibility to ensure they have read and understand these terms and conditions.

16.1 Once you have completed the purchase of your ticket you are not permitted to cancel the ticket and we are not liable to refund you for the ticket in any circumstances.

16.2 Deposits are non-refundable and the balance must be cleared by the specified deposit payment deadline for the event. Failure to do so will mean that the order is cancelled with no refund.

16.3 Big Green Coach offers “Booking Refund Protection” on most services. If you have purchased this protection please see the link on the Big Green Coach homepage for TicketPlan.

We need to bring your attention in particular to Section 16 which details all refund procedures and Section 4.6 which clearly states that if our services are cancelled in “compliance with requests, acts, decrees, legislation, regulations or restrictions from the Police, other emergency services, customs or other government officials and security services” then we will not be liable to refund. 

However, we know that the current situation is completely unprecedented and we want to do what we can to ensure that our customers don’t lose out because of this. This is why we’re allowing you to claim credit for your coach ticket to use on any of our services at a later date. To be clear, this is above and beyond the original terms and conditions that you signed up for when you purchased your coach ticket. 

You can read more on why we’ve made this decision on our website here -

It’s important to state that all Big Green Coach bookings are made under our own terms and conditions. These are very clear and state that all bookings are non-amendable and non-refundable.

I apologise that you’re unsatisfied with this answer but this is the final decision. 

Kind regards,

Aylesbury_Duck

What date was the concert originally scheduled on?  If the coach company weren't lawfully allowed to offer the service, you are entitled to a refund on your credit card.  If the concert was cancelled but the rules in force at the time didn't prevent the coach company from delivering the service, a credit refund is a decent outcome.

Manxman_in_exile

I'm not sure what the Big Green Coach company does (presumably either supplying concert tickets and/or providing travel to concerts) but if the concert was cancelled, surely the OP is owed a refund - not just a credit?

Even if they could transport the OP to the cancelled concert venue, what would be the point?  Isn't the contract frustrated by the cancellation of the contract?

I would say it is directly analagous to the case unholy_angel always cites about room hire for the purpose of viewing the Coronation where the Coronation was cancelled.  (That's right isn't it?)

pbartlett

the BGCC provides transport. if the op.wants to cancel then they can do but why would they expect a refund?? if matters not why they cancel - concert delayed, broken leg after tripping over a paving stone, food poisoning after eating a bad curry - you booked a coach - it is running - here is your seat. 

Aylesbury_Duck

Manxman_in_exile said:

I'm not sure what the Big Green Coach company does (presumably either supplying concert tickets and/or providing travel to concerts) but if the concert was cancelled, surely the OP is owed a refund - not just a credit?

Even if they could transport the OP to the cancelled concert venue, what would be the point?  Isn't the contract frustrated by the cancellation of the contract?

I would say it is directly analagous to the case unholy_angel always cites about room hire for the purpose of viewing the Coronation where the Coronation was cancelled.  (That's right isn't it?)

Agreed, if the purpose of the coach service was specifically to the concert.  I've no idea.  It could be akin to a National Express coach taking someone to Wembley, the MEN, etc. for any event.

Manxman_in_exile

I assumed they were not just a transport company and had something to do with providing tickets for the concert because of this reference: "This credit can be used for any of our events until 31st March 2023. This means you can travel to any event in 2021, 2022 & 2023."

If they only provide transport, why the reference twice to our "events"?  If the transport is for the "event" I'd say the contract is frustrated when the concert is cancelled

The OP needs to clarify what the tickets they bought were for.

springbok1966

Aylesbury_Duck said:

What date was the concert originally scheduled on?  If the coach company weren't lawfully allowed to offer the service, you are entitled to a refund on your credit card.  If the concert was cancelled but the rules in force at the time didn't prevent the coach company from delivering the service, a credit refund is a decent outcome.

May 2020 was the concert

springbok1966

Manxman_in_exile said:

I assumed they were not just a transport company and had something to do with providing tickets for the concert because of this reference: "This credit can be used for any of our events until 31st March 2023. This means you can travel to any event in 2021, 2022 & 2023."

If they only provide transport, why the reference twice to our "events"?  If the transport is for the "event" I'd say the contract is frustrated when the concert is cancelled

The OP needs to clarify what the tickets they bought were for.

It was only for the coach to and from the Concert as we purchased theGnR tickets elsewhere. GnR won’t be performing  in any time soon

springbok1966

pbartlett said:

the BGCC provides transport. if the op.wants to cancel then they can do but why would they expect a refund?? if matters not why they cancel - concert delayed, broken leg after tripping over a paving stone, food poisoning after eating a bad curry - you booked a coach - it is running - here is your seat. 

The coach was the Guns and Roses Coach, and hey they are no longer performing so you expect me to go to a curry house by the stadium !!!!

Manxman_in_exile

springbok1966 said:

Manxman_in_exile said:

I assumed they were not just a transport company and had something to do with providing tickets for the concert because of this reference: "This credit can be used for any of our events until 31st March 2023. This means you can travel to any event in 2021, 2022 & 2023."

If they only provide transport, why the reference twice to our "events"?  If the transport is for the "event" I'd say the contract is frustrated when the concert is cancelled

The OP needs to clarify what the tickets they bought were for.

It was only for the coach to and from the Concert as we purchased theGnR tickets elsewhere. GnR won’t be performing  in any time soon

springbok1966 said:

pbartlett said:

the BGCC provides transport. if the op.wants to cancel then they can do but why would they expect a refund?? if matters not why they cancel - concert delayed, broken leg after tripping over a paving stone, food poisoning after eating a bad curry - you booked a coach - it is running - here is your seat. 

The coach was the Guns and Roses Coach, and hey they are no longer performing so you expect me to go to a curry house by the stadium !!!!

I think you may be missing the point.  Are you saying that you purchased coach tickets to take you to the G&R concert, and that that concert was the only reason the Big Green Coach company were doing the trip, and that is the only reason you bought the tickets?  And that the coach company cancelled the trip because the concert was cancelled?

Or - are you saying that you bought tickets for a coach trip that was running anyway, which just happened to be going to or near the venue, and that that trip is still going ahead despite the fact the concert is cancelled?  Do you see the difference?

If the former, I think the contract has become frustrated because the sole reason for buying the tickets has been cancelled, and you are entitled to a full refund in the same way you paid - not just a credit.

But if the latter - tough.  You probably aren't entitled to anything so a credit is probably better than nothing.

springbok1966

purchased coach tickets to take you to the G&R concert, and that that concert was the only reason the Big Green Coach company were doing the trip, and that is the only reason you bought the tickets?