housebythesea
New Member
- Joined
- 26 Aug 2014
- Messages
- 1
They may not have done anything unlawful, although I would like to see them try to defend their position in court if, god forbid, some harm came to a passenger as a result of being effectively marooned at KX with no accommodation.So, you believe that businesses should provide customers with something they haven't paid for, purely because the customer decides that's what they want?
You, I, or anyone else, can ask CS for a hotel room when this happens. CS can decide to say yes if they want to. My point, as I am confident you are well aware, is that they don't have to and that if they say no, as is their right under the contract you agreed with them, there's not a thing you can do about it.
Is it poor customer service? Yes. Is it poor PR? You bet it is. Is it inconsistent with the public image they have chosen to project? Absolutely. Have they done anything wrong? Not even remotely.
I can't travel by coach, so I won't use the sleeper until the service improves dramatically. As a woman travelling alone I do not intend to find myself in the position of having to find hotel accommodation in London, late at night, or having to hang around Euston until God knows what time.
None of the options are acceptable, which is fine. Their loss, I won't use them.