I have contacted you on several…
I have contacted you on several occasions with regard to the incident at El Bolsen. Busbud have accepted their errors and have refunded our ticket money. However they have (as have I) failed to receive a satisfactory explanation from you regarding the expense and mostly the distress caused by the incompetence of your El Bolsen staff.
We verified by system that the service left the terminal at 18:18. Passengers were correctly notified about the time change. We also verified that other passengers who boarded the service at the same time made the trip correctly.
The above has been forwarded to us by busbud. It is your reply to them asking you for an explanation.
It is a complete fabrication of the events that took place and I expect an apology and recompense for the distress caused. There was a bus that left at 18.18 but we were told by your staff that it was NOT OUR BUS.
Please read the facts of what actually happened. They can be verified by talking to the El Bolsen staff but please do not insult us, as the above statement does.
1 we presented our tickets to the girl on the counter on Friday, the day before the departure date. She read the tickets and told us there would be no need to change at Esquel. She did not inform us of any change to the scheduled departure.
2 on the Saturday we left our luggage at the terminus and presented our tickets and asked what time should we return. We were told to be back by 1800. AGAIN no mention of a schedule change.
3 we returned at 1800. Handed in our tickets, reclaimed our baggage and tickets to Trelew were fastened to them. AGAIN no mention of schedule change.
4 a bus arrived, approximately 18.15. Our bags were loaded AND THEN REMOVED. We were told by the staff it was not going to Trelew. I checked with the driver and he said the destination was Comodora Rivadavia, not Trelew. It left at approximately 18.22. I asked the staff when the Trelew bus would arrive and was told 18.30.
3 It was at 18.40 that we were told the bus to Trelew had departed at 16.00.
We presented our tickets to the counter staff at Bolsen on two occasions to check our tickets. We gave her the tickets to look at on the Friday and again on the Saturday morning, when we left our luggage with them for the day . Although her English was poor and our Spanish equally poor, I feel she could have read the times shown and informed us of the timetable change to 16.00. Numbers are the same in both languages as was the destination name Trelew. She had enough English to tell us that there was no need to change at Esquel, it was the same bus all the way. I really can't understand why she failed to inform us of the change. If she had done so, then the whole episode would have been avoided. There was nothing to prevent us getting to the bus terminus for 15.30 as we were in town all day.
Your staff were at fault. This is not a fabrication of events. It happened and resulted in us having to endure a 9 hour taxi ride. You can verify the incident and what took place by talking to the staff at El Bolsen. Busbud have accepted there was a problem and that we were not responsible for it.
YOUR STAFF WERE AT FAULT.
Can you respond to this with an apology and explanation of how you intend to recompense us for the distress caused to my family. My daughter and wife were in tears at the thought of being stranded, with no accommodation and no way to continue our holiday.
I lwould like to thank the baggage man who suggested and found us a taxi. However the girl who had checked our tickets was no help whatsoever. She did not apologise. She ignored people who tried to intercede on our behalf. She refused to look at Google translate and shouted at my daughter in Spanish.
Can I make it clear. We did not leave on the bus that departed at 18.18 because your staff removed our luggage and informed us it was not our bus.
I think it only fair that you compensate us for the distress, inconvenience and expense. Please reply if you have a valid excuse for what happened. However do not insult us by reiterating your previous response.
I feel so strongly about what happened and your inaction and lies that I wish to escalate it to your regulator CNRT. However I will allow several days for you to take action and respond before doing this.