Eurolines Touring (Eschborn)
To the attention of Eurolines and all travelers,
We are writing this complaint to let you know of a rather unpleasant situation with this company. We are used to travelling with bus agencies for a long time and we never had problems to cancel tickets in the dued time. We booked tickets from Berlin to Lisboan going on the 24th of September but due to illness we could not make the journey.
We were calling Eurolines since 4 days prior to the departure to cancel the tickets because obviously we were aware of the canceling fees but no one was never answering the phone neither during the week nor the weekend. We tried several offices in Germany and in France and still had the same problem. On the 21st finally we could reach the french office – they told us that we could not cancel tickets over the weekend and that there was nothing else for us to do, that we had to wait until Monday, meaning that we would be loosing half of the ticket money.
After this irritating talk over the phone with no solutions, we called again in Monday and we got the same answer – that we had to pay the fee anyway despite all the explanations we already had to undertake. As we were feeling very mistreated, we asked for the call to be recorded but the employee said that they did not know anything about this. So we ended up with no customer care whatsoever and only an E-Mail-Address to present our complaint.
We feel very disappointed and angry at Eurolines and we are never recommending it to our fellow travelers ever if this situation is not solved. We demand our money back, the 75% we have the right to when one cancels the ticket in dued time, like we did.
We are posting this complaint in social media and other complaint sites so that everybody knows what to expect from Eurolines.