lnr: (Pen-y-ghent)
[personal profile] lnr
Stagecoach replied:

Thank you for your e-mail below.

Firstly, I must apologise that you have encountered an issue with the number 10 service on Saturday 15th October 2016.

Unfortunately, the service in question was unable to operate due to a passenger being very ill on the bus which, resulted in the driver being unable to continue due to health and safety reasons.

With regards to MyBusTripp App, this is a third party app and we have not responsibility as to the information which is or is not provided. Stagecoach has just started a new app with live information. To down load this please go to your app store and type in stagecoach app.

As the disruption to the service were circumstances beyond our control I an unable to honour your request for compensation on this occasion.

Please accept my sincere apologise for the disruption in the service and I hope any future travels on our services are trouble free.

I'm not sure how I was supposed to know about their app (it's not obviously advertised anywhere), and they don't say whether it's any better at distinguishing not-running buses from no-live-data buses.

Date: 2016-10-18 09:52 am (UTC)
aldabra: (ghost)
From: [personal profile] aldabra
Also, they must surely have insurance against circumstances beyond their control, and ought also to have contingency plans; is there some OfBus you can take that denial of compensation to?

Date: 2016-10-18 10:28 am (UTC)
From: [identity profile] atreic.livejournal.com
If the trains run late you get compensated no matter why the trains were late. It's clearly their choice not to compensate. Surely almost everything that causes a bus to run late is a circumstance beyond their control, whether that's heavy traffic, drivers being ill, or a sudden blizzard?


Date: 2016-10-18 11:38 am (UTC)
mair_in_grenderich: (Default)
From: [personal profile] mair_in_grenderich
No, you really don't. I think Virgin Trains East Coast (or whatever they're currently called) do, but First Great Western, for example, explicitly have a "circumstances beyond our control don't count" clause, and refused me any repayment for a two-hour late train following a tree-on-line incident. (Although a grumpy follow-up email did result in some vouchers as a show of goodwill).

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