Being stranded in Kualalumpur, the most uncomfortable thing was the very-very limited access to the Internet. I could not easily contact the hotels, train & coach operators, and others to rearrange my plan. Somehow I could partially do it. I contacted the hotels; Chris Prakoso (@mahadewa) helped me contacting the National Express; and at last I could also contact the train operators. The results varied. Hotels were accommodating (pun intended). National Express expressly and positively responded. Train operators chose to be the parties to gain the benefits from the catastrophe (I mean it).
Here’s their responses to my requests of rescheduling:
It is certainly an unusual situation and we will endeavour to accommodate you when you are on the move again.
Please let us know any information as soon as you can.
Diane and Peter Ford
Dear Mr. Wastuwibowo,
We would be happy to amend the reservations to a future date, i have temporarily changed the dates of the reservation to beginning of May till you could provide us with a new date. Please let us know when you would require these reservations and we would make alterations depending on our availability.
I look forwards in hearing from you.
Ranuka De Fonseka
Dear Mr Kuncoro,
Thank you for your email.
I have changed the booking for next sunday the 25th. Once you know the date let me know and I will change it for the correct day.
Dear Kuncoro Wastuwibowo,
Thank you for getting in touch with us.
If you are rearranging your flight and need to reschedule your coach travel, we will be happy to amend your ticket, even if your original departure time has passed. All amendments will be subject to our normal amendment fees. However, if you are cancelling your ticket we will not be able to offer you a refund. We appreciate your patience at this time and ask that you refrain from calling us until your new flight details are confirmed. Amendments can not be made via email, please call us on 08717 818181 (0044 8717 818181 from overseas). I hope this information is helpful. Please do not hesitate to contact us if you require any further information.
Yours sincerely, National Express
Dear Mr Wastuwibowo,
Thank you for taking the time to contact us.
I’m sorry to read that your flight has been cancelled due to the recent volcanic activity in Iceland. Unfortunately, I can advise that the advance ticket you have purchased is non refundable and we are unable to amend the date or time of travel. I am sorry that I can’t be of more help in this case and hope you are able to travel despite of these disruptions.
First Great Western:
Thank you for contacting First Great Western.
Unfortunately, we have been experiencing a high volume of contacts recently and although we are working hard to reduce our response time, we are still experiencing delays. I understand that you wish to get the refund on the booking. You have booked an Advance ticket for the journey. Having reviewed the terms and conditions of your ticket, I can confirm that this is a non-refundable ticket. To view the terms and conditions of this and all other bookings made in the last 90 days please log on to ‘My Account’ then click on ‘order status and refund applications’ on our website. If you have any further queries, please do not hesitate to contact us.
Thumbs up for those, who in the greatest post-war European transportation catastrophe still have clear and great minds to make exception policies for their customers who get stranded in other part of the earth. For Cross Country & First Great Western, congratulation for your great revenue taken without using too much brainware. Even in a great country, not all things are perfect 🙂