I go from zurich to munich often, so I have booked some tickets for bus driving from expressbus.
Last friday, I went to the bus stop to go to munich, however, when I am there, they tell me, the bus is broken, you are on your own...
I quit work 3 hours early just to catch this bus, the bus company have my phone number , my email address, but they didn't try at all to inform the customer or try to figure out a backup.
I say ok, it is ok. Let us count it as my bad luck. I thought, at least, I can ask for the money back or another trip. However, this is not the way.
I sent them a mail, told them that the bus was broken, so I will use the ticket for another time. They refused my new booking with very little explanations. I did not understand, so I called them, again and again, the calls are hanged up in the middle of 3 times of our conversation, then my call can not even get in there.
I sent a email asking if this is the problem of landline or signal and left a message on their mail box. They did not respond.
As the bus is 2 hours later, I was urgent to make sure the bus is working, so I change to skype to call. They pick it up, however after I told them my name, they hang up again.
I was very calm and helpless in the call, and what they choose to do is just hang their customer up? once, twice, three times, four times. Is this really a method to solve a problem? not talking to each other, not to mention what they offer is service.
Anyway,Expressbus.... I would never take their trip anymore, it is disaster, they are not helping me to solve the problem but making it worse.
Even if there is a misunderstanding or whatever, they should let me understood. Now they are not even talking to me? How could that solve any problem...
Last edited by jrspet; 10.08.2012 at 12:48.
Reason: Merging of successive posts
My name is Patrick Angehrn and I am the managing director of ExpressBus. Since “caojunzi” has not provided us with any details regarding his/her person or the travelling date in his/her claim, I can unfortunately not comment on the concrete situation. As a rule, however, we very rarely encounter trouble with our vehicles, but we are not completely immune to problems either.
As soon as we obtain knowledge about any major delay or cancellation of a bus, we try to contact our customers and inform them about the delay or the cancellation. In case of major delays or the cancellation of a bus, we always try to rebook our customers to an alternative travelling option (railway, bus). If the customer waives a rebooking, he has the possibility of using the ticket on any other day, or we refund the ticket price. Our reservation center is available from Monday to Friday, from 9am to 7pm. Outside of office hours, we are available 24/7 on our emergency number. During office hours, we usually try to answer emails within a few hours.
I would greatly appreciate talking to “caojunzi” in person about his/her experience. I kindly ask him/her to contact me via my email (patrick.angehrn(at)expressbus.ch).
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From the OPs post, it seems he or she travelled lots of times with your company and your bus and once was let down. He or she vented (largely without substance) and it seems nobody on EF was overy worried.
You've made your policy clear in your post. There are no other complaints....it seems you're doing a reasonable job.
I'm publishing here a similar situation I had with this company. A shameless company as this one should not exist and nobody should never buy be treated as they treated my family and I. Please read this e-mail before doing anything with them. I let you read the mail I sent them to understand the all story.
I’ve been purchasing two ticket last week (Friday, 24,07.15) for my 4 years old little sister and mother that came to visit my in Valencia. After paying the first time nothing happened. (no confirmation page, no confirmation mails, even my bank did not ask for any code what it always do) The page was in German so I supposed It simply did not work. I did it a second time and the same happened. Next day I went to my bank to ask what happened with the payments and they told me the two payments had been gone and that you would put you in contact with me for the refound. (the twos payments have been done at 10 minutes with the same card, and exactly the same passengers names). During the week I started asking me if everything was alright because I was not receiving any ticket or mail confirmation and the second payments still did not came back. I chose to send you mail by the webpage service and call you the first time Wednesday (29.07.15) after a few try (mor or less 20 times) I realized the phone number that you give is actually a « tricked » one. I explain: You call, then a women answer in German saying something and after 3 second the call end. then when you start calling again, the next few time the phone is occupied till the moment that the women answer again by saying exactly the same thing after what the same story start again. If you call with a different number the same again.
At this point I understood I made a payment of 2x99€ two time (396€) in a litigious company. I stared browsing the web and saw the rates on difference social services that never reach more than 1.2/5. And I’ve read some really interesting things on difference forums: « Terrible bus company- expressbus » by example, having the same experience as mine.
On the Friday I choose to got directly at Valenci’s airport to ask if they knew this company. Nobody’s never seen it. But on person from the Valenci’s tourism helpdesk told me, « it’s not the first time people traveling to switzerland with buses have issues. It already happened a few times that the bus never came ». I went home directly write to GoEuro.com that was the webpage that put mi in contact with you. And they tried to contact with you. You finally answer them by saying I never paid nothing. But this is a big lie, because I already have in my possession papers from my bank that shows you already accepted the transference.
The Saturday (day of the departure), GoEuro will confirm, I arrived with my mothers and my little four years old sister at 18:07 (the parking ticket will confirm this) at Valencia’s airport. We waited till 20:25 (as well, the parking ticket will confirm this). But we did not seen no bus at the bus station.
I am not a complicated customer. But this is something that cannot happened. I going to do everything I can to fix this. A travel company cannot treat it’s costumers like this. It’s is shameless.
I waiting for a very quick answer from your part. And I hope we’re really going to find a solution.
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Wow, as the OP, I am terribly sorry I did not follow up my own thread... To be frank, after so long time, I could not remember very clearly the details what has happened... But nevertheless, the company was not "tricking" my money though. I was just very upset that the bus did not work, and I got no help by that time. However, just to clarify, in my memory, expressbus did send me messages about delays (not the time mentioned in the thread, but in other drives from Konstanz to zurich). Even though I have not taken buses from this company for some time now, as far as I recall, they should not be related to internet fraud... what I had 2 years ago, is more or less a service complain.
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