New service standards signal end of money back guarantee pilots

During 2007, Go North East introduced pilot schemes to try out money back guarantees for customers using several specific services. The pilots enabled customers to seek a refund of their ticket from the driver under a number of circumstances. These trials provided useful feedback from customers on what they are looking for when things go wrong. For the most part, customers’ priority was to be reassured that action was being taken to prevent re-occurrence of the problem and in other cases where an apology from the company was due, that it was forthcoming promptly. Only in a very small number of cases was there an expectation of financial penalty on the company.

 

Despite distributing leaflets on the services involved explaining the money-back guarantee, very few people asked for a refund from the driver where things didn’t go as they should. We have now therefore withdrawn this money-back guarantee of a refund from the driver.

 

This does not affect our policy on refunds from our customer services team and we will continue to consider complaints involving a potential refund in accordance with the guidelines published on our website. The change also has absolutely no effect on our Easy Access Wheelchair Guarantee which also continues unchanged.

 

For our new Gold Standard services, the first being Citylink service 58, we have introduced a number of further very positive measures for customers including defining some new circumstances in which refunds will be available. Our Gold Standard service commitments will be monitored closely and we are looking forward to offering them on more services on due course.

 

If you have any questions about our policies on customer complaints or refunds, our customer advisors will be happy to explain them to you. Call out customer services team on 0845 60 60 260 .

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