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Greyhound Bus Complaint Help


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Hi guys, i recently had a holiday abroad and booked a transfer with Greyhound from Cardiff to Bristol Airport.

The bus turned up and was overheating, so the driver told us they wouldnt be able to take us and a replacement would come and pick us up within 30 mins. Nearly an hour later it still had not arrived and a number of us had to make a decision on the spot to catch the next train to Bristol to ensure we made our flight. We had to pay £24 for the train and then a further £30 for a taxi from the station to the airport. We actually got the the airport with only 12mins before the gat closed - luckily we had hand luggage for a long weekend or we would have not made it!!


I have written a recorded letter to them complaining about the service and the fact that i want my £10 one way trasnfer refunded, along with the costs incurred because their bus broke down. The total between the 3 of us was about £84 inc posting the letter etc.

I have not heard anything back despite royal mail showing it was signed for 3 weeks ago. I emailed them after a fortnight stating that i knew they received my complaint and expected a reply yet nothing.

Can anyone advise how i move forward as im unsure if they are regulated by anyone, as i cannot push onto the FOS liek i would with a financial org? Small claims? Or should i sent a follow up first?


Many thanks!

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have you kept receipts for the extra costs you incurred and your receipt for the first recorded delivery you sent?

if so , i think now would be the the time to send them a letter before action recorded delivery.

i'm sure there will be some templates on how to write it correctly on here or you can find examples on the internet.


explain in detail what happened, the extra costs incurred , a time limit , 14-28 days to reimburse you, or you will issue a claim in the county court for recovery of your costs and any extra costs involved.

you will have to pay for making a claim , if you win hopefully the judge will award your costs back.

or they might see sense and pay you before that happens.

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yes kept my receipt and outlined the costs in my initial letter.

i will send a follow up letter before action demanding it be settled before pursuing the small claims court. i am in the right and believe i deserve to be place into the postion i would have been had the bus actually taken us.

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