On the way to Grimsby was fine but we…
On the way to Grimsby was fine but we got the same bus back to Doncaster and had to wait an hour just for the bus to pick us up and it took 2 hours for a hour and a bit journey. Turns out there was something wrong with the bus. Not very good
Reply from Browns Coaches LTD
Dear Leah-Rose,
Thank you for your review. Whilst we are sorry to hear of your disappointment, we feel it is important to clarify the circumstances surrounding your journey, as your review does not reflect the full situation or the considerable efforts made by our team.
Firstly, the delay of approximately 1 hour and 7 minutes to your collection was caused by a vehicle fire on the motorway, resulting in significant traffic disruption entirely beyond our control.
Regarding the return journey, unfortunately, the coach developed a mechanical issue which resulted in it operating at a reduced speed.
We would like to make it clear that Browns Coaches had alternative vehicles and drivers available on standby, ready to assist and replace the coach. This option was communicated to the accompanying teachers, who explicitly requested that the existing coach continue its journey, provided it was safe to do so, rather than wait for a replacement vehicle.
The driver therefore continued at a reduced speed, having assessed that it was safe to proceed. This was the reason the return journey took longer than anticipated.
Throughout the incident, our operations team remained in communication with the accompanying teachers, keeping them informed and offering assistance. At no point was the group left without an alternative option.
It is also worth noting that another Browns Coaches vehicle completed the same excursion without any issues.
We completely understand that delays are frustrating, and we would never wish for any of our passengers to experience disruption. However, we do feel it is unfair for the efforts of our drivers and operations team to be overlooked when a replacement vehicle was available and the decision was made by the accompanying staff to continue with the original coach.
Passenger safety is, and always will be, our priority. Mechanical issues and unexpected motorway incidents can unfortunately occur, but what matters is how a company responds. In this instance, we believe our team acted promptly, communicated effectively and offered appropriate solutions throughout.
We are genuinely disappointed to receive this review given the lengths our team went to in order to assist, but we nevertheless appreciate your feedback.
Kind regards,
Browns Coaches Management Team
