Bus does not depart from the agreed location, resulting in additional costs for the consumer

A consumer travelling by bus to Budapest airport contacted the ECC Slovenia. She and her friend bought tickets from transport operator Flixbus for the Ljubljana–Zagreb–Budapest route. It was indicated on the ticket that the bus would depart from stop number 29/30 at a specified time. The two passengers were at the bus stop at the scheduled departure time and waited in vain for the bus for more than three hours. In order not to miss their flight, they bought new tickets and managed to get to the airport in time.

After returning home, the consumer complained to the transport operator that told her to turn to the subcontractor that had operated the Ljubljana–Zagreb route that evening. The subcontractor claimed that he had left from the scheduled stop at the scheduled time, and provided proof of this. Based on this proof, the consumer established that the subcontractor had departed from stop number 9 instead of stop number 29/30 as indicated on the ticket. Both the subcontractor and the transport operator denied any fault and shifted responsibility to each other.

We have forwarded the case to the ECC Germany, where the transport operator has its registered office. Our colleagues at the ECC Germany contacted the transport operator that, while still denying any liability, eventually gave in and refunded the consumer for the tickets she and her friend could not use. Both were very satisfied with the services of the ECC network.

Consumers are advised to check the exact departure time and location of the buses with the information desk at the bus stop before the actual departure of the buses.

Photo: depositphotos