Customer Service Guidelines

The Company is committed to delivering excellent customer service. This customer services policy demonstrates our commitment in practice, and determines what our customers can expect from us and what we expect from our customers. As a coach hire company we provide a wide range of services across many different locations to different people and organisations and it is important that everyone receives the same high quality response.

Our promise to you
We are committed to promoting access to our services and offering choice wherever possible in the services we provide. Our staffs are responsible for providing an efficient, caring and professional service.

Our Customer Service guidelines for complaint resolutions
In an unfortunate event of any issues occurring with our service quality, we aim to act fairly and consistently with our customers so as to resolve any issue reasonably and as soon as possible.

Subject to this, please find below our current statement of resolutions to possible complaints, by type. Please note that this statement is for guideline purposes only and any individual resolution is subject to the discretion of the management. Please note that this statement may change at any time, without notice. The liquidated damages noted below are usually in full and final settlement of any existing claim; however this does not affect your statutory rights.

No

Complaint Type

Sub Types

Voucher/
Refund

Value(%)

1

Late Coach Pick-Up Or return pick up

Under 30 mins for any reason except traffic conditions

V

£ 25

Between 30 & 60 mins for any reason except traffic conditions

V

£ 50

Between 60 & 120 mins for any reason except traffic conditions

R

10%

Between 2 & 4 hours for any reason except traffic conditions

R

15%

4 hours + for any reason except traffic conditions

R

20%

Late due to wrong information from client/broker. The Company not at fault

-

-

2

Coach Breakdown

Made own way

R

TBA

Late but client still took coach - Under 30 mins

V

£ 25

Late but client still took coach - Between 30 & 60 mins

V

£ 50

Late but client still took coach - Between 60 & 120 mins

R

10%

Late but client still took coach - Between 2 & 4 hours

R

15%

Late but client still took coach - 4 hours +

R

20%

3

Wrong Vehicle Size

Vehicle too small - The Company at fault

R

25%

Vehicle too big - The Company at fault however no extra charge

-

-

Vehicle too big - Lack of client information on usage

-

-

6

Coach Toilet Problems

No toilet - Pre-agreed

-

-

No toilet - Not agreed

R

£ 25

Toilet locked - No access

R

£ 25

Toilet smelly

-

-

Toilet not flushing

-

-

7

Coach Aircon Problems

No Aircon

V

£ 30

Aircon not good enough

V

£ 25

Aircon broken

R

£ 50

8

Coach Cleanliness

Inside coach cleanliness

V

£ 25

Outside coach cleanliness

-

-

9

Available Luggage Space

Not enough luggage space

-

-

Inappropriate luggage space

-

-

10

Coach not colour promised

-

-

-

11

No 3-Point seatbelts

Agreed by The Company but not organised

V

£ 25

No 3 Point Seat belt - Pre-Agreed

-

-

12

Itinerary not adhered to

Not followed confirmed itinerary

R

£ 50

Not followed requested (not confirmed) itinerary

-

-

13

Driver does not have itinerary

Confirmed.  The Company at fault.  Itinerary not followed

R

£ 50

Confirmed.  The Company at fault.  Itinerary followed

-

-

14

Driver does not carry out verbal amendments

-

-

-

15

Driver breaks

At pick up point

-

-

On route to destination

-

-

16

Driver has no SATNAV/lack of knowledge

-

-

-

17

No Coach Availability (Cancelled by us)

-

R

100%

18

Coach Trip cancelled by client (Refund)

In Accordance to clause 4.1

-

-

19

Rude Driver

-

V

£ 25

20

Driver not having appropriate dress

-

-

-

22

No Show

The Company at Fault

R

100%

Amendments not informed to The Company Coaches. not at Fault

-

-

Sub hired job BY The Company. Sub hired supplier at fault.

R

100%

23

Coaches not The Company’s

Please note the The Company reserves the right to sub-hire a coach from other coach providers in an event of unavailability, breakdown or peak seasons. In such events, The Company will ensure that the coaches are of similar category and will not be liable for any compensation or refund.

-

-

24

No Driver’s number

-

-

-

25

Rude Staff

-

-

-

26

Accounts too aggressive

-

-

-

27

No second driver

-

-

-

28

Additional Charges

-

-

-

29

Dispute with Broker

-

TBA

TBA

30

No of vehicles supplied incorrect

-

TBA

TBA

31

Disabled access - ramp not strong enough to take weight of motorised wheel chair

-

-

-

32

Multiple vehicles supplied instead of one - Client not informed

-

-

-

33

Vehicle not roadworthy

-

-

-

34

Dangerous Driving

-

-

-

35

Provisions

Any provisions promised by brokers. The Company not aware

-

-

36

DVD player/ TV

No DVD Player/TV - pre-agreed

-

-

No DVD Player/TV - Not agreed

R

£ 25

Not working

R

£ 25