Thank you for your email, received yesterday. I am really sorry to hear
what happened on your journey with us to The Glastonbury Festival on 23
June 2011. I understand that we let you down and I offer you my sincere
apologies for the upset and inconvenience caused.
It would appear that on arrival at London Victoria Coach Station, you were
able to travel on a service slightly earlier than booked without staff
checking that you had a valid ticket for travel. This is clearly
unacceptable as all tickets should be checked prior to departure.
Further to this, I was really sorry to hear that on arrival at Fleet
Services there was a problem with the vehicle, which was unable to be
fixed, leading to issues with luggage access and causing subsequent delays.
In this instance, having initially sent an engineer, I can see that our
Controllers made every effort to locate a replacement vehicle as soon as we
were made aware of the breakdown, but met with extreme difficulties as
Glastonbury is one of our busiest events resulting with replacement
vehicles unfortunately being in short supply.
As we were unable to source a replacement coach, taxis were sent to get
customers on their way to the festival. I can only apologise that this
information was not conveyed to you whilst waiting at the services, and by
the time you had found out you had already arranged a lift.
Once again I can only apologise that due to the breakdown you arrived very
late at the festival site, and were unable to find a good camping spot, I
do hope this did not spoil your actual time at the festival and after the
initial delays of getting there, the rest of the weekend passed without any
problem.
Given the circumstances, I have refunded your ticket in full (£88.00) back
to the original payment card and typically this should show on the account
within the next 3 - 5 working days. Also by way of apology to you both for
what happened, I am also enclosing 2 x £20.00 coach travel vouchers to be
put towards a future journey with us, as I do hope you will give our
services another try in future.
In closing, please once again accept my apologies for what happened and
also my thanks for taking the time and trouble to contact us - there are
clearly lessons to be learnt from this, not least to improve communication
when things go wrong.
I am genuinely sorry that we disappointed you this time and I hope that
despite this experience, you will continue to use our services in future.
Yours sincerely
Victoria Ord
Customer Relations Executive
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