Had a journey with National Express bank holiday weekend and booked disability assistance but it failed to materialise. The reserved seat on board was not honoured (no fee was paid for this as their Assisted Travel Team reserved it).
Is it worth raising this with them? What would be a resolution? Ask for a refund of the fare (under £5) or just feedback? (Or just leave it).
Thoughts welcome.....
I don't know what, if anything, will happen if you raise the issue; it's certain that nothing will happen if you don't!
Where did you board, and were National Express staff present at the time? The website makes it clear that:
- We can only offer assistance in the station or at a stop where we have National Express staff and during the hours we have staff on-site. If you need assistance in the station or at a stop, just let us know by contacting our Assisted Travel Team. We will then let you know if the station/stop you will be using is staffed. If it is, we will do all we can to make sure that a member/s of our team are there when you get on or off your coach (during the advertised opening hours). We will make reasonable efforts to provide this assistance in a prompt and timely manner. To download or view a full list of facilities available to customers at our stations/stops, please see our Facilities Directory
Link:
https://www.nationalexpress.com/en/help/accessibility
However, it also says this:
- Our team and drivers are expected to:
- Recognise and offer reasonable assistance, wherever possible or on request, to our disabled customers and those customers with any accessibility requirements;
- Be flexible, polite and respectful in their response to requests for assistance;
- Respond to specific requests from our Assisted Travel Team, ensuring that particular/specified requirements are met;
- Whenever possible, carry disabled customers’ luggage (or luggage belonging to customers with reduced mobility) to/from the departure/pickup point (maximum weight 20kg).
So, if you had luggage below 20kg the driver should have helped.
But:
- Our drivers and teams are unable to dismantle or reassemble mobility scooters or wheelchairs.
!
