Has anyone ever used the UK FirstBus website to file a complaint or request a refund? It is one of the most customer unfriendly experiences in my life. I don’t even think it was tested out on monkeys let alone human beings. Some pages appear circular in nature taking you back to a previous page. Some of the usual reasons for contact don’t even appear in the dropdown boxes leaving you none the wiser. In the end, it means having to make a selection that bears the least resemblance to a tiny portion of your complaint. Then you are required to fill in a number of boxes (some necessary) for which you do not have the necessary information. It then becomes necessary to abandon that approach. I have tried live chat before, if you can actually get through because it often states staff are unavailable. While the passenger experience can occasionally be dodgy with phantom buses in the apparent ‘live’ timetable, they are often known never to turn up. And if you are ‘lucky’, one turns up when you least expect it and it’s not showing on the live map. They’ve recently introduced Tap On Tap Off in Berkshire and Thames Valley, but most days the Tap Off reader is often not working. Quite frankly, I despair. Last Saturday, (6th December), it was supposed to be a “Slough Super Saturday” where most bus travel was supposed to be free. Guess what! It wasn’t, unless the bus driver liked you, it seems. But as I’ve discovered today, I’ve been charged for a bus journey I never even made on Sunday. I’m presently assuming it is an error and should have actually been a refund for the Saturday travel. I live in hope…
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