Bus App

CareBear81

Hi,
I take my daughter to and from school every day by bus, so I use the bus company’s app (Arriva) to purchase tickets.
You purchase tickets, then activate them when you’re ready to use them, then just scan your phone when you get on the bus for your journey.
However, I bought some weeks ago (20th June) which I still can’t activate. I’ve tried all sorts myself, and Arriva customer services have been trying all sorts their end too. But they still can’t be activated.
So I’ve asked Arriva for a refund now, and they’ve refused. They want to keep trying (but have also been quite difficult to contact, as they often ignore my messages).
Legally, can they refuse to refund me now?
TIA x

CareBear81

Hi,
I take my daughter to and from school every day by bus, so I use the bus company’s app (Arriva) to purchase tickets.
You purchase tickets, then activate them when you’re ready to use them, then just scan your phone when you get on the bus for your journey.
However, I bought some weeks ago (20th June) which I still can’t activate. I’ve tried all sorts myself, and Arriva customer services have been trying all sorts their end too. But they still can’t be activated.
So I’ve asked Arriva for a refund now, and they’ve refused. They want to keep trying (but have also been quite difficult to contact, as they often ignore my messages).
Legally, can they refuse to refund me now?
TIA x

MilesT6060842

CareBear81 said:

Hi,
I take my daughter to and from school every day by bus, so I use the bus company’s app (Arriva) to purchase tickets.
You purchase tickets, then activate them when you’re ready to use them, then just scan your phone when you get on the bus for your journey.
However, I bought some weeks ago (20th June) which I still can’t activate. I’ve tried all sorts myself, and Arriva customer services have been trying all sorts their end too. But they still can’t be activated.
So I’ve asked Arriva for a refund now, and they’ve refused. They want to keep trying (but have also been quite difficult to contact, as they often ignore my messages).
Legally, can they refuse to refund me now?
TIA x

I don't think they can refuse to refund.  They are in breach of contract, in not being able to deliver the offered service for which you have paid.  You may need a campaign of escalating steps

• Try talking to your local Citizen's advice to verify your options
• File a formal complaint via their contact centre, get a tracking number, and make sure you log any followups by phone with dates, times and names
• Get the name of the most senior local manager and write a physical letter with your complaint and contact log, send recorded delivery and request resolution by a specific date after which you will consider you will be in "deadlock".
• Write a brief letter to local newspaper if they are being non-responsive
• Ultimately (and as a last resort) the threat of filing with small claims court to get a refund will unstick the issue.

Brie

how did you purchase the tickets?  using a credit card on the app?  could your bank help you get a refund as the product you have purchased hasn't been provided??

MilesT6060842

Brie said:

how did you purchase the tickets?  using a credit card on the app?  could your bank help you get a refund as the product you have purchased hasn't been provided??

Likely too small a payment for a  Section 75 claim on a credit card, so that will be at discretion of the card issuer whether to allow a chargeback;  and the chargeback/claim may cover a mixture of usable and non-usable tickets, with the operator potentially blocking the account afterwards, or sending a letter to claim a debt