Megabus- cancelled bus

born_again

HillStreetBlues said:

You booked a service that they cancelled, They sent you a link and you then chose not to rebook. I would raise a Chargeback.

While there is a chargeback option.
Megabus could contest on the grounds that they offered options but OP never responded.

No idea which way that could end up going?

la531983

Arunmor said:

Grumpy_chap said:

jodiannee said:

MattMattMattUK said:

jodiannee said:

la531983 said:

What do their Ts and Cs say?

Megabus reservations cannot be canceled or refunded once completed, but they can be traded in for another journey up to three hours before the original departure time.

But they cancelled the service, so that's on them surely?

What was the time of the original and what did they offer as a rescheduled option? 

 I was due to leave at 1pm. One before was 11am and the one after was arond 3pm. 

And what was the departure time of the alternative Flixbus you took instead?

What were the respective estimated arrival times?

Did you have some specific constraints affecting your departure and arrival times?

I really don't see why that has any bearing, a difference of 2 hours either side is a lot.  

Not for a long distance bus service it isnt.

user1977

If it were a train or plane we wouldn't be having this discussion, it would seem obvious that a cancelled service at least merits a refund. Not sure why it would be any different for a bus? 

Alderbank

user1977 said:

If it were a train or plane we wouldn't be having this discussion, it would seem obvious that a cancelled service at least merits a refund. Not sure why it would be any different for a bus? 

Could it be because there are additional laws governing train journeys and flights?

Cancelled train journeys are covered by the National Rail Conditions of Travel.

Cancelled flights are covered by Civil Aviation Authority regulations.

Everything comes at a price. Bus journeys are cheaper, often considerably cheaper than trains or planes.

Grumpy_chap

Arunmor said:

Grumpy_chap said:

jodiannee said:

MattMattMattUK said:

jodiannee said:

la531983 said:

What do their Ts and Cs say?

Megabus reservations cannot be canceled or refunded once completed, but they can be traded in for another journey up to three hours before the original departure time.

But they cancelled the service, so that's on them surely?

What was the time of the original and what did they offer as a rescheduled option? 

 I was due to leave at 1pm. One before was 11am and the one after was arond 3pm. 

And what was the departure time of the alternative Flixbus you took instead?

What were the respective estimated arrival times?

Did you have some specific constraints affecting your departure and arrival times?

I really don't see why that has any bearing, a difference of 2 hours either side is a lot.  

I think it is dependant upon details as to whether the 2 hours change of time is or is not a lot.

Compare to a comparison of flight travel and a 2-hour delay means a voucher for refreshments but no compensation.  Delay has to be 3 hours or longer (depending on distance) before any compensation would be due.  I also understand that airlines can reschedule the flight times with notice and avoid these triggers.

The OP has not stated what journey they planned.

• Was this a short trip - say Oxford to Heathrow?   I'd say 2 hours is a lot of change.
• Was this a long trip - say Aberdeen to London?  I'd say 2 hours is not a lot of change.

The impact of the change is also influenced by any specific constraints - so if the only impact is arriving or departing a bit later and taking the time (forced) to while away a couple of hours in a coffee shop that is quite different to impacting work time or missing an event.

There is also a consideration as to the notice that was given of the change as the Ts&Cs that have been linked by others seem to suggest that:

• Greater than 14 days' notice, option to change / re-schedule only
• Less than 14 days' notice, option to change / re-schedule OR cancel and refund

The OP posted on 15th September that the bus "last week" was cancelled, so I make that the earliest intended date of travel was Monday 9th September.
The OP also posted that the e-mail was received 22nd August advising of the change to schedule.  14 days from this would be 5th September.
It seems as though the greater than 14 days' notice would apply.

The OP choosing not to re-schedule now comes down to reasonableness.  Hence why I asked about the impact of the change / time constraints.

Also why I asked about the times of the alternative bus that was taken instead.  If the alternative bus was 11:30 or 14:30, then the change of provider only means 30 minutes change from the re-scheduled Megabus. This change may not be reasonable.

The timing of the refund request might also be relevant here.  Did the OP request the refund before the alternative was booked?  Even if the OP could not find an alternative service that had suitable departure times nearer to the original 1 o'clock, a Megabus team member may have been able to see an option that would work - even if that option was not direct.

So, there are a lot of factors and details and specific dates and times that influence the OP's access to a refund in this case.  If the OP is able to clarify, it will enable firmer advice to be given.

the_lunatic_is_in_my_head

Grumpy_chap said:

Arunmor said:

Grumpy_chap said:

jodiannee said:

MattMattMattUK said:

jodiannee said:

la531983 said:

What do their Ts and Cs say?

Megabus reservations cannot be canceled or refunded once completed, but they can be traded in for another journey up to three hours before the original departure time.

But they cancelled the service, so that's on them surely?

What was the time of the original and what did they offer as a rescheduled option? 

 I was due to leave at 1pm. One before was 11am and the one after was arond 3pm. 

And what was the departure time of the alternative Flixbus you took instead?

What were the respective estimated arrival times?

Did you have some specific constraints affecting your departure and arrival times?

I really don't see why that has any bearing, a difference of 2 hours either side is a lot.  

I think it is dependant upon details as to whether the 2 hours change of time is or is not a lot.

Compare to a comparison of flight travel and a 2-hour delay means a voucher for refreshments but no compensation.  Delay has to be 3 hours or longer (depending on distance) before any compensation would be due.  I also understand that airlines can reschedule the flight times with notice and avoid these triggers.

The OP has not stated what journey they planned.

• Was this a short trip - say Oxford to Heathrow?   I'd say 2 hours is a lot of change.
• Was this a long trip - say Aberdeen to London?  I'd say 2 hours is not a lot of change.

The impact of the change is also influenced by any specific constraints - so if the only impact is arriving or departing a bit later and taking the time (forced) to while away a couple of hours in a coffee shop that is quite different to impacting work time or missing an event.

There is also a consideration as to the notice that was given of the change as the Ts&Cs that have been linked by others seem to suggest that:

• Greater than 14 days' notice, option to change / re-schedule only
• Less than 14 days' notice, option to change / re-schedule OR cancel and refund

The OP posted on 15th September that the bus "last week" was cancelled, so I make that the earliest intended date of travel was Monday 9th September.
The OP also posted that the e-mail was received 22nd August advising of the change to schedule.  14 days from this would be 5th September.
It seems as though the greater than 14 days' notice would apply.

The OP choosing not to re-schedule now comes down to reasonableness.  Hence why I asked about the impact of the change / time constraints.

Also why I asked about the times of the alternative bus that was taken instead.  If the alternative bus was 11:30 or 14:30, then the change of provider only means 30 minutes change from the re-scheduled Megabus. This change may not be reasonable.

The timing of the refund request might also be relevant here.  Did the OP request the refund before the alternative was booked?  Even if the OP could not find an alternative service that had suitable departure times nearer to the original 1 o'clock, a Megabus team member may have been able to see an option that would work - even if that option was not direct.

So, there are a lot of factors and details and specific dates and times that influence the OP's access to a refund in this case.  If the OP is able to clarify, it will enable firmer advice to be given.

The trader's right to vary terms (which a change in time would be) can be be tested for fairness, the CMA advises fairness is less likely to be achieved if the change is of detriment to the consumer if used to force the consumer to accept unanticipated costs or penalties, new requirements, or reduced benefits whether or not it is meant to be used in that way. A variation clause can upset the legal balance of the contract, even though it was intended solely to facilitate minor adjustments or corrections, if its wording means it could be used to impose more substantial changes.

I don't think their terms are very fair at all, they have a simple "no refunds policy" for the customer or an option to pay to amend an existing booking but expect to be able to cancel no questions or change the service (without paying the customer anything).

I don't think the timing matters here because a) the terms are very unbalanced to begin with b) the terms effectively allow them to give you a subsitute bus in 10 years time, which relates to the parts above in bold with regards to fairness.

eskbanker

Grumpy_chap said:

Compare to a comparison of flight travel and a 2-hour delay means a voucher for refreshments but no compensation.  Delay has to be 3 hours or longer (depending on distance) before any compensation would be due.  I also understand that airlines can reschedule the flight times with notice and avoid these triggers.

I'm not particularly familiar with these regulations, but there does seem to be a bus equivalent to the flight delay/cancellation regulations inherited from the EU, and, as with the flights, cancellation should trigger a refund if that's what the passenger chooses:

https://www.legislation.gov.uk/eur/2011/181/chapter/IV

Happy to be corrected if this citation is irrelevant, inaccurate, etc, though!

Grumpy_chap

eskbanker said:

Grumpy_chap said:

Compare to a comparison of flight travel and a 2-hour delay means a voucher for refreshments but no compensation.  Delay has to be 3 hours or longer (depending on distance) before any compensation would be due.  I also understand that airlines can reschedule the flight times with notice and avoid these triggers.

I'm not particularly familiar with these regulations, but there does seem to be a bus equivalent to the flight delay/cancellation regulations inherited from the EU, and, as with the flights, cancellation should trigger a refund if that's what the passenger chooses:

https://www.legislation.gov.uk/eur/2011/181/chapter/IV

Happy to be corrected if this citation is irrelevant, inaccurate, etc, though!

I was not aware of those rules.  The first line suggests that the rules apply only if there is a cancellation or delay of more than 120 minutes.  The OP stated booked on 1 pm and the next bus 3 pm so exactly (not more than) 120 minutes...

In the case of this type of legislation, whether for trains or buses or planes, does the cancellation / delay element apply if there is "long" advance notice given, or only if the passenger turned up at the terminal and the delay arises at / after that point?

A passenger might reasonably be expected to make some management of their time if the delay is pre-notified by sufficient time.

the_lunatic_is_in_my_head said:

I don't think their terms are very fair at all, they have a simple "no refunds policy" for the customer or an option to pay to amend an existing booking but expect to be able to cancel no questions or change the service (without paying the customer anything).

I agree the terms seem unfair.

It might still be easier, if the dates suit, if the OP can claim a refund by quoting the terms (so less than 14-days' notice).  We do not know for certain whether the OP had more or less than 14 days' notice - I suspect more.

eskbanker

Grumpy_chap said:

eskbanker said:

Grumpy_chap said:

Compare to a comparison of flight travel and a 2-hour delay means a voucher for refreshments but no compensation.  Delay has to be 3 hours or longer (depending on distance) before any compensation would be due.  I also understand that airlines can reschedule the flight times with notice and avoid these triggers.

I'm not particularly familiar with these regulations, but there does seem to be a bus equivalent to the flight delay/cancellation regulations inherited from the EU, and, as with the flights, cancellation should trigger a refund if that's what the passenger chooses:

https://www.legislation.gov.uk/eur/2011/181/chapter/IV

Happy to be corrected if this citation is irrelevant, inaccurate, etc, though!

I was not aware of those rules.  The first line suggests that the rules apply only if there is a cancellation or delay of more than 120 minutes.  The OP stated booked on 1 pm and the next bus 3 pm so exactly (not more than) 120 minutes...

I don't think any of us is particularly familiar with these regulations, but my interpretation of the wording is that passengers must be offered the choice between rerouting or refund if the service is (cancelled) or (delayed by >120 minutes), i.e. cancellation triggers those rights regardless of how long the wait would be until the next service.

Grumpy_chap said:

In the case of this type of legislation, whether for trains or buses or planes, does the cancellation / delay element apply if there is "long" advance notice given, or only if the passenger turned up at the terminal and the delay arises at / after that point?

I don't see anything in there that enacts that, but again happy to be corrected.

I did notice that the regulations only apply to long-distance services of >250km though, so don't know if OP's journey qualified....