I missed my bus to the airport because it left the stop early. Am I entitled to a refund?
Q: I recently booked an Aircoach ticket for a friend travelling to Dublin Airport. The bus was due to leave at 8.41am but passed the stop three minutes early. We reached the stop before the scheduled departure time, but the bus had already gone.
Aircoach acknowledged that the bus left early but refused a refund. They initially suggested taking the next bus, despite our ticket being valid only for the booked service. They then pointed to their terms and conditions, which require passengers to arrive 10 minutes early.
I understand passengers should arrive in good time, but surely buses should stick to their timetables too? Am I entitled to a refund?
- Mia, Dublin
It’s understandable that you’re frustrated, particularly as the bus departed earlier than scheduled. Under the Consumer Rights Act 2022, consumers have certain rights when paying for services. Generally, a service must match what was agreed with the business, whether verbally or in writing, and be provided with reasonable care and skill. The service should also be supplied on the agreed date or within the agreed timeframe. However, specific rules and exceptions can apply to passenger transport services.
The terms and conditions of your ticket are important, as they set out what you and the bus operator agreed to. While Aircoach requires passengers to arrive 10 minutes before departure, the fact that the bus left early is also relevant, particularly as your ticket was only valid for that particular service.
What matters here is whether the bus service was provided as agreed when you made your booking. You bought a ticket for a particular bus, due to leave at a specific time. As the bus departed earlier than scheduled and your ticket couldn't be used on that service, you could argue that the operator didn't provide the service as agreed.
Whether you're entitled to a refund will depend on the circumstances, including the ticket's terms and conditions and any information provided by the operator. As you’ve already contacted Aircoach without success, as a next step, you could make a formal written complaint. Explain that the operator has acknowledged the early departure, highlight the restriction on using your ticket for another service and outline why you believe a refund is appropriate.
You can find information on your rights when buying services, along with practical advice on making a complaint, on ccpc.ie
If you paid by debit or with credit card, you could also contact your card provider about a chargeback. This is where a card transaction may be reversed if a service wasn’t provided as agreed. Chargebacks aren’t guaranteed, but your provider can explain whether you’re eligible.
Finally, if your complaint remains unresolved, you could contact the National Transport Authority (NTA) for further information on bus and coach passenger rights and possible complaint options.
While passengers should allow themselves enough time before departure, it is also reasonable to expect that a scheduled service will not leave before its advertised departure time. Given that Aircoach has acknowledged the early departure, it’s worth pursuing your complaint further.
