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“Worst Experience with a Travel Company”

Written on: 30/06/2013 by Tom_B (1 review written)

Myself and a family member booked a return journey with Megabus from Doncaster to Silverstone for the 2013 F1 British Grand Prix.
The bus was due to depart from the pickup point at 0745, therefore we arrived there at 0715 to be on the safe side. Altogether there were at least 13 people at the pickup point waiting for the bus. By 0800 there was still no bus, so one member of the group waiting rang the Megabus helpline, who told him they would find out where the bus was and ring him back within a couple of minutes. After 15 minutes without a reply another member of the group rang Megabus, this time to be told the bus driver had been to the pickup point already and there was nobody there and left without picking anyone up. At this point we were told by staff at a nearby coffee shop that a Megabus had been at the pickup point earlier and left at 0700.
After numerous calls to Megabus by various people over the next 2 hours we were told that they were providing a minibus for us, but didnt know where the bus was coming from or at what time it would be picking us up. The replacement bus eventually turned up at 1010 (2 hours 25mins after original departure time), and even then this minibus was going to have to stop at a service station for a change of driver and was limited to 60mph, but by this time it was too late as we would have missed the start of the race, not to mention the buildup and all the events occurring before hand. (Anyone who has been to a Grand Prix knows its not all about the race but the experience and atmosphere before-hand)

I realise this may have been a one-off mistake by Megabus (we have used Megabus before), but the way it was handled was absolutely diabolical. In total around 15 calls were made to the helpline, each time being told they would be rung back within the next 10 minutes letting us know what was happening, but not one person received a call back, even a courtesy call letting us know they were still working on the situation would have been appreciated.

The fact that the driver had been to the pickup point expecting to pick up 13 people and not one person was there, but obviously no questions were asked is unbelievable, and its also likely that the bus arrived early at its other stops 45mins early to find no one waiting there aswell.

This was an event which we had been looking forward to for so long, but was totally ruined by Megabus. They could have easily sub contracted a minibus from Doncaster to have replaced the bus once they realised there was a problem at 0800, but yet it took them over 2 hours to get a minibus (which had come from 20 miles away), by which time the day was ruined for all.

But now Megabus are going to have to reimburse us for our travel costs and Grand Prix ticket costs (roughly £300+ per person).

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