Review Time
My coach was still in the bay but the doors were closed. I showed the driver my ticket through the door but he refused to let me on. This was the 23:40 bus - leaving me stranded alone at the coach station and having to buy another ticket for the next early morning coach. Totally heartless action by the driver.
My daughter booked 2 tickets for London for Aug, the bus didnt stop at the designated stop, The reason given roadworks which were 2 miles away. The bus drove past but wouldnt stop,even though they were waving. There was no blockage of the bus stop. In Tears She found a small piece of paper stating nearest bus stop is 20 mins away by car. We had to pick them up and take them into town so they could get a train to London for the app. When we picked them up there was a person waiting for a National Express bus who tried to help, but was also worried as he would now miss his bus. We checked your site and were still selling tickets for that stop, and normal service buses were picking up for there. She put in a claim for a refund of train tickets. Now 3 months later on 21st Nov 2025 (you must have read my first review as that is the date I had the notification) you told her by email No she would not get a refund as it was NOT YOUR FAULT. so really that email to her was just after the reply to my original review saying you are very sorry and please get in touch. Yet you were still selling tickets for pick ups from there. I put a review on Trust Pilot and you replied to get in touch to sort it out by filling in a form and sending details, which you already have. And again you emailed my daughter today stating the same. Not your fault and wouldnt refund the train tickets they were forced to buy to get to their appointment. Disgraceful behaviour and Awful Customer service, from something which you caused by not letting not only my daughter know, but the nam who was also waiting at that stop. and stating on the small note that the nearest stop is 20 mins away by car. If you see the originalreview here I edited to tell you exactly this
My return journey with yourselves was appaulling.The bus did not arrive, the tracking system ceased about 15mins before original expected time. To speak to your offices was a nightmare...no one answering consistently until eventually I got through and your operators telling me I missed the bus, when I was at the stop in advance of departure time - no bus arrived. NE, extremeoy poor service.At the point of a NE bus travelling the opposite way and the later 6pm bus - speaking to the drivers both rude, truly unconcerned about passengers, we were at one point 3 single women waiting at the stop - cold, dark!These operators could be more helpful I am sure; and politeRefunding the entire ticket cost is minimal to the experience of getting home.£5 Uber, plus £35 train ticket to Beckenham junction to minimise the additional cost (travelled to Beckenham jnct rather than London). We were.led.t9 believe the bus eas coming; perhaps at 5pm if we were informed the bus had gonenand we would not have access to the later 6pmcaoch, I eould have left Canterbury earlier and not suffered the truly vulnerable experience of waiting at a bus stop alone aftet the 6pm bus refused to engage with me for example.Lastly, to date I have not received either a text or email from you to say what happened to the bus - if as the operator at 18:21 seemed to be suggesting, the bus arrived and we missed it, the bus therefore arrived more than 15mins early to the original departure time, and left early. We were tracking the bus which gave time of arrival at 17.15 just before your service closing down.Main issue - extremly poor communication from NE yesterday and the lack of interest by staff members at each face to face enquiry or online.
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