My complaint:
We regretfully travelled on your network on Saturday 12th Nov 22, from Colchester to London Liverpool Street.
We accept that there were signs advising us of a ”Substitute Bus Service” which we noted prior to travelling. We took the train to Ingatestone where we were transferred to coaches to Newbury Park, then underground to Liverpool Street.
However, the degree of disruption we incurred on the London journey was totally unacceptable.
When we arrived at Ingatestone there was an horrendous que for the coaches, which were few and far between.
WE QUED FOR OVER 1HOUR 35 MINUTES WAITING FOR A COACH.
As per your employee’s advice we made a claim on your Delay Repay scheme, which even after appealing has just been rejected out of hand.
We appreciate that on your TC you state
”We will not NORMALLY accept a claim if you were told about the delay”
We consider a delay, which left us STANDING for over 1.5hrs, is far from normal.
Firstly, the utter incompetence in the organisation of the alternative coaches is unbelievable, the persons ultimately responsible for this debacle should be ashamed of their performance.
As a regular traveller (not a season ticket holder) I would expect more from your company in organisational terms.
Secondly, having underperformed miserably in your attempt to provide an adequate service, your whole attitude towards our claim for recompense ie of just responding with a standard email shows a complete utter contempt and disregard for your passengers.
As an organisation the level of service you provided on this specific occasion was unacceptable. The then compound matters by your utter lack of Customer Care in dealing with our subsequent complaint.
Suggested solution:
I want fair recompense for the disruption incurred on the journey in question and an apology for the completely uncaring response to my original complaint.
