Bus cancellations-companies liabilities

johntoes60

I recently travelled from Scarborough to Whitby on Arriva's X93 service and went for the last but one return service at 18.41 (leaving a margin for any unforeseen circumstances).  The bus didn't turn up so I hung around for an hour for the last service at 19.41 which also failed to turn up.  At this point I was stranded 20 miles from home with the only viable alternative to take a taxi at a cost of £40. Arriva subsequently confirmed the non operation of the services due to a shortage of drivers. They are refusing to reimburse the cost of the taxi quoting that they are not liable under their T&C's for loss due to cancellation of their services due to "circumstances beyond their control".  I have countered this argument by asking who, if not the Company, is responsible for staffing levels?  
Does anyone else have experience of this sort of situation either with Arriva or other bus operators?

MSE_James

Did you already have a ticket for the return journey?

johntoes60

I was travelling on my concessionary bus pass.

KeithP

johntoes60 said:

I was travelling on my concessionary bus pass.

You are going to be unlucky.

Can you imagine other concessionary bus pass holders in the area now saying they too intended to travel on the cancelled service and here's the bill for my taxi?

johntoes60

KeithP said:

johntoes60 said:

I was travelling on my concessionary bus pass.

You are going to be unlucky.

Can you imagine other concessionary bus pass holders in the area now saying they too intended to travel on the cancelled service and here's the bill for my taxi?

Far from being unlucky, Arriva have now agreed to reimburse my taxi fare.  Perseverance pays.  They are not keen to pay out but are clearly not willing to test their policy in the small claims court or media.  They already operate a refund policy in the West Yorkshire area, no doubt under duress. Most other major operators will reimburse reasonable out of pocket expenses.  It is time bus companies were legally obliged in the same way that train and airline operators are, if they are not prepared to act honourably and I will be campaigning for that.

MSE_James

Thank you very much for coming back to update us on the outcome