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Eurolines service not customer friendly when needed
Member Name: argrao
Advantages: Cheap, no need to plan very early
Disadvantages: Customer service during problems is very good in some locations and very poor in some locations
We travel regularly between Heidelberg / Mannheim and London by eurolines coach. My self, mywife are in Germany and my son and my daughter study in UK.
This time we stuck up with a serious problem. Our new year plan was to spend three days in Amsterdam and then one week in London and one week in scotland. When we arrived Amstel station on Saturday by Eurolines coach, within few minutes, my wife's handbag was snatched out. It was having both passports, bank cards, money, all travel tickets, cameras, housekeys etc. We can not travel any more because we are Indian nationals with German permits and UK visas. Due to lost passports, we had first to apply for passports in Hague. The return ticket was for Monday and Eurolines Manager at Amstel station was very kind, he chaned tickets to wednesday without costs. We collected emergency passports in Hague and Eurolines Hague office changed our tickets to return from Hague without costs.
So nice of Eurolines, we expected they do something for our UK tickets since new Uk visas take two months. Hague office suggested me to go to Mannheim and plead as online phone was helpless. I left my wife and son in Hague to wait for the passports and left on Monday evening itself and reached Mannheim Eurolines office on Tuesday morning. I showed the kindness of Amstel office and Hague office and requested help as our Uk ticekts from Mannheim are for the nextday and we can not make it. I am shocked with her answer, " we could have helped you if you buy with us here. But you opted for online tickets and we can not help even though the journey is from Mannheim. So never book your tickets on online and come always to us."
I lost three tickets Mannheim-London-Mannheim, and also onward travel and hotel bookings, and the thief at Amstel Eurolines office tookaway euros from my bank account. I request Eurolines office to improve customer service at Mannheim like offices and vibrate to the customers when in need. I trust and recommend to many about Eurolines and hence the request. firstname.lastname@example.org
Summary: Eurolines to improve customer friendlyness for online bookings and improve respect at their location