Taking brakes off National Express refund

Feb 20 2011 by Mr Justice, Sunday Sun

THE wheels on the bus may have ground to a halt but I moved into action to resolve a plea from pensioner Dorothy Moody.

She asked for my help when National Express refused to refund the cost of two tickets from Sunderland to Milton Keynes.

Dorothy said she was scared to start the journey, in the middle of last year’s snowstorms, in case the bus became stuck and was unable to reach its destination. She had paid £66 for two tickets for herself and her son to attend her sister’s funeral.

She said: “I booked the tickets but, the day before we were supposed to go, the M1 and M25 were gridlocked.

“I knew I was not able to make the funeral and cancelled the tickets.

“National Express said they were not going to refund the money but I was not the only one to cancel that day.

“What do they do with all that money when the weather conditions are bad?”

I spoke to National Express and asked if there was anything they could do.

A spokeswoman said: “If it was the customer’s decision not to travel and the coach departed it is unlikely that we will offer a refund.”

Nevertheless, I asked National Express to investigate and, before long, Dorothy, of Ryhope, Sunderland, received a call offering a full refund.

She said: “They said they couldn’t tell me if the bus had completed its journey but said they would give me a refund.

“I am most grateful for your help. It’s all down to you.”