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“Please help me persuade First Halifax to treat customers with respect and run the last services of the day.” – Dave Tilley

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Dave Tilley

Cnfirming my telephone call with your office this morning. The 2300 Burnley to Todmorden failed to arrive at Burnley Bus Station last night. I then missed a subsequent connection to Hebden Bridge.

As someone who is severely disabled and on benefits, I was left in a mess. The Bus Station Management team had no idea of any problems and had to lock up the station at 2330 and were uanble to offer any advice as to how I could get home. I had no mobile phone on me, having left it at home. I had to struggle 200 yards to check my bank balance and then go back to the taxi rank and get a taxi home, having to stop at my sister's house and disturb her to borrow the money to get me home.

The journey cost me £30 (I have a receipt). I found the whole experience extremely upsetting. I spoke with West Yorkshire Metro this morning who referred me to First Bus.

I have to say that I found the lady I spoke with at First to be rather cold and dispassionate, with no apology or empathy for my plight. When I mentioned that I had been forced to get a taxi, she basically advised me that it was my affair and I probably wouldn't be reimbursed.

I cannot afford to lose this sort of money and it is wrong that companies should treat passengers in this way. There was no communication between First and the Bus Station and a little courtesy and empathy would have been appreciated. I asked for a telephone update and was refused by this rather dispassionate young lady.

I am contacting the local Traffic Commissioner and will be writing to my local MP and press to highlight your complete disregard for your customers.

Problem History

  • 1 Dave Tilley reported the issue on FixMyTransport. close 09:08 07 Mar 2012
  • 2 Dave Tilley wrote to First Halifax close 09:08 07 Mar 2012

    Here is the letter that Dave Tilley wrote.

    2300 Burnley to Halifax Service

    Cnfirming my telephone call with your office this morning. The 2300 Burnley to Todmorden failed to arrive at Burnley Bus Station last night. I then missed a subsequent connection to Hebden Bridge.

    As someone who is severely disabled and on benefits, I was left in a mess. The Bus Station Management team had no idea of any problems and had to lock up the station at 2330 and were uanble to offer any advice as to how I could get home. I had no mobile phone on me, having left it at home. I had to struggle 200 yards to check my bank balance and then go back to the taxi rank and get a taxi home, having to stop at my sister's house and disturb her to borrow the money to get me home.

    The journey cost me £30 (I have a receipt). I found the whole experience extremely upsetting. I spoke with West Yorkshire Metro this morning who referred me to First Bus.

    I have to say that I found the lady I spoke with at First to be rather cold and dispassionate, with no apology or empathy for my plight. When I mentioned that I had been forced to get a taxi, she basically advised me that it was my affair and I probably wouldn't be reimbursed.

    I cannot afford to lose this sort of money and it is wrong that companies should treat passengers in this way. There was no communication between First and the Bus Station and a little courtesy and empathy would have been appreciated. I asked for a telephone update and was refused by this rather dispassionate young lady.

    I am contacting the local Traffic Commissioner and will be writing to my local MP and press to highlight your complete disregard for your customers.

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