Messed up our wedding

The outbound coach was fine, but the return coach we booked did not arrive on time. I called the emergency contact number after 5 mins to find out the status of the coach and the controller told me there was a breakdown to which he said there was nothing he could do and would call me back after 5 minutes. I asked why he didn't call me to let me know and he started shouting at me saying that it's only been 5 minutes and that he'd just spoken to the driver and he was waiting for more information. After 10 minutes, I hadn't received a call, so I called the controller back and he blocked my number. I know this because my friend used his phone to dial and it went through. The controller was very unprofessional and unbelievably rude. Considering I'd paid up front for he return coach trip, and he said there was nothing he could do. If this was a person representing my company, there would be serious sanctions and most likely, he would not be working for me. I had over 40 guests waiting in the middle of Surrey after our wedding at 00:15 with no way to get back to the hotel and the controller said "there was nothing I could do bruv" and started shouting at me and my friend over the phone. There was not even a suggestion of ordering taxis for us on our behalf to get everyone home. He simply didn't care. We had to order 9 separate taxis at a cost of over £190 to get everyone back to the hotel. We waited for over an hour before everyone was back and my bride was so upset that she was crying. Also on our way back, none of my guests reported seeing any broken down coaches, so if this was the case, it would have broken down long ago, of which there would have been ample time to prepare. Asking Coaches Etc how they were going to resolve this issue, they said they would refund me 50% of what I paid. I only received an email apology despite speaking to them several times. Would not recommend

Diran G - 11/07/2017 | report this review