I paid £104 to Omega Travel to be picked up by coach on 5th April 2008 at 6.20 am to be taken directly from Portsmouth to Wembley Stadium, London for the FA Cup Semi Final Match. After the game, we were to then to be taken to a Hotel in Windsor where we were to stay overnight, departing next morning for Park Lane for shopping and then journey home.
On the morning of 5th April, I along with others was at the pick up point at 6.00 am. the coach did not arrive and by 6.40 I phoned the contact number and was told that the coach had an electrical problem and the battery was flat. Twenty minutes later, another in the group called and was told that the driver had gone sick. For the next hour, other members of the group telephoned, and we were promised that someone would ring us back immediately. Needless to say no calls from the company were received. Getting frantic a the thought of missing the game, at just before 8.00 am, (two hours after we arrived at the pick up point) with only one coach left, we were approached by people from that coach, who after hearing of our problem kindly offered to take us on their coach to Wembley and return us. (they werent anything to do with Omega, they were a competition winners coach with plenty of spare seats)
After the game I came back on the same coach as I had no other way of getting to Windsor to the booked hotel. Some of the group did not come back to the coach and I assume made their own way to the hotel.
After numerous conversations with Omega's Customer Services Department they told me that they were aware of the problem, however later in the day when I phoned back, they denied that anyone had reported any problems but would make enquiries. I phoned again the next day, and he said that he had been in contact with other passengers who confirmed the problems and there had been other complaints from passengers.
After checking with their driver they agreed that the coach arrived at Portsmouth at 0800, an hour and forty minutes late. If either the coach company or Omega had advised us that the coach was going to arrive, we would have had no reason to leave 7 minutes earlier on an independent coach with no guarantee that it woud bring us back.
They then sent me a £10 cheque as a gesture of goodwill which I returned as I want a full refund of the £104.95 because not only did they fail to turn up at the stated time, they failed to contact me or any of the other passengers to any form of update as to whether the coach would turn up or not and we were forced to make alternative arrangements or face missing the match.
In their letter to me they justify not giving me a refund stating that I did receive all elements of the break and used the coach for the transfer to the hotel and the return journey home, as well as the overnight stay in the hotel. I dont know why they think this because at no time did I board any coach associated with Omega, I was unable to stay at the hotel as I had no way to get there, not knowing if the original coach had turned up or not and I managed to return by the same means as I got to Wembley, not staying in the hotel because I couldn’t have got home again from there.
Sorry its long but i would appreciate any advice as Omega are adamant they arent going to refund me