Hi Peter,
I would like to report the terrible service we received from Intercity express.
My driver was taking a vehicle up to Heidelberg and was then to return on a bus trip from intericty express. The vehicle broke down on the side of the road and we were not able to make the bus, i did phone an hour before the bus was meant to depart and was told by the call centre agent that they would come back to me. I waited anxiously for the call to then be told that they cannot help because we should have reported it 3 hours ago. we reported it as soon as it happened and no one would help or try accommodate us. we were then told that the ticket has expired as per the terms and conditions, if the terms and conditions had been explained to us we would not be in this predicament at all. my driver is now stuck on the side of the road, we are having him towed in to our office and will soon be ready to go again. once the vehicle is delivered to Heidelburg however there is no way for him and his wife to get back because Intercity express refuse to help us. Our reference numbers are as follows: Elix1269544 and elix1269543
Angry and VERY upset client
PMB
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