Here is the letter that Mark Jones wrote.

Late Bus on 24/5/2012

We were catching the 07:15am bus from Rhyl to Chester, The bus was late leaving Rhyl (it arrived from the depot at 07:20), and proceeded to be 20 minutes late into Chester, meaning we missed our connecting bus at Chester.

We would like to ask you to consider refunding us some of the £30.90 costs incurred by this delay, as well as your assurance this services' lateness will be reviewed, as it is a very busy service.

Hi Mark,

Perhaps you could reply to Lilian and let her know that her responses *are* going to you direct?

It's possible that she also wants to ask you for some contact details in order to arrange a refund - in which case you can use customeranw@arrivanw.co.uk.

Thanks,

Myf

Good Afternoon,

The messages come to myself directly. I do not wish to use my personal email and I do not wish to provide my direct contact details.

Regards
Mark Jones

-----Original Message-----

Good Morning,

Can you please either get the customer to contact us directly or provide us with their direct contact details?

Kind Regards

Lilian

-----Original Message-----
From: Mark Jones [mailto:[Repay the costs incurred by their lateness. email]]
Sent: 30 May 2012 20:40
To: Customer Services North West
Subject: Late Bus on 24/5/2012

Dear Arriva Cymru,

We were catching the 07:15am bus from Rhyl to Chester, The bus was
late leaving Rhyl (it arrived from the depot at 07:20), and
proceeded to be 20 minutes late into Chester, meaning we missed our
connecting bus at Chester.

We would like to ask you to consider refunding us some of the
£30.90 costs incurred by this delay, as well as your assurance this
services' lateness will be reviewed, as it is a very busy service.

I have emailed Arriva again.

Dear Steven

How many times do myself and others have to say to Arriva that any and all correspondence from myself is from myself as a customer! Nobody else can email you on my behalf, I'm the only one who can send and receive messages to and from yourselves.

I'd appreciate a non generic response from Arriva management as to why you refuse to contact myself. Your email intimidates me and makes me feel that you are discriminating against my learning disability.

Sincerely,
Mark Jones.

-----Original Message-----

Good Afternoon,

Talking to our customers is important to us therefore Arriva - and all of our operating companies - always look to deal with any customer comments or concerns directly.

We are happy to provide customer service contact details which you can publish in order to help our customers contact us or customers can contact us directly via our website.

Should we receive details of a customer comment or concern via Fixmytransport we will respond asking that you advise the customer to contact us directly.

Regards

Steven Hill

-----Original Message-----
From: Mark Jones [mailto:[Repay the costs incurred by their lateness. email]]
Sent: 01 June 2012 12:47
To: Customer Services North West
Subject: Re: RE: Late Bus on 24/5/2012

Good Afternoon,

The messages come to myself directly. I do not wish to use my personal email and I do not wish to provide my direct contact details.

Regards
Mark Jones

-----Original Message-----

Good Morning,

Can you please either get the customer to contact us directly or provide us with their direct contact details?

Kind Regards

Lilian

-----Original Message-----
From: Mark Jones [mailto:[Repay the costs incurred by their lateness. email]]
Sent: 30 May 2012 20:40
To: Customer Services North West
Subject: Late Bus on 24/5/2012

Dear Arriva Cymru,

We were catching the 07:15am bus from Rhyl to Chester, The bus was
late leaving Rhyl (it arrived from the depot at 07:20), and
proceeded to be 20 minutes late into Chester, meaning we missed our
connecting bus at Chester.

We would like to ask you to consider refunding us some of the
£30.90 costs incurred by this delay, as well as your assurance this
services' lateness will be reviewed, as it is a very busy service.

[ PLEASE NOTE: Any reply you send to this message will be sent to Mark Jones and will be published online. This message was sent via FixMyTransport.com - a not-for-profit service dedicated to helping people get public transport problems resolved. To give feedback on FixMyTransport, please visit <http://www.fixmytransport.com/feedback>. ]

If you think this is SPAM click on this link https://www.mailcontrol.com/sr/wQw0zmjPoHdJTZGyOCrrhg==

Arriva playing the 'let's send a Generic Email' game...

"Should we receive details of a customer comment or concern via Fixmytransport we will respond asking that you advise the customer to contact us directly. "

Did I read this correctly? This reads to me like Arriva have decided that they will no longer engage with the FixMyTransport process? Wow - surely that's quite bad publicity for them; what possible reason could they have for refusing to deal with a service that's set up to help them sustain the high standards of service that they aim to achieve.

Arriva never did repay the costs, but the 11's reliability has improved!