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).
The following 9 users would like to thank expressbus for this useful post:
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.