My experience of Terravision (July 2009) was awful; they took my booking (and my money) and completely failed to provide the service I had paid for. I rang several times and was told that the bus was on its way and then when the bus was more than 20 minutes late I was told that it wasn't coming and I had better go to Liverpool Street Station and get the train instead! I had no idea where the station was as I don't live in London and had a incredibly stressful journey finally arriving at the airport very late and only getting to the gate 5 minutes before it closed (having had to run all the way way through Stansted airport). Not to mention having to pay £19 for a ticket having already paid £9 to Terravision for their non-existent service!
According to their website Terravision will let you know immediately if there is a problem and provide an alternative means of transport if they fail to collect you - this was not at all my experience. I was not informed by them that there was a problem but had to ring them several times and was offered no help whatsoever, not even directions to the station. I certainly wasn't offered any alternative transport. The staff appeared not to care if I caught my plane or not and could not have been less helpful.
Although they have my contact details and they know that they failed to provide the service I paid for, they have not contacted me to apologise nor have they refunded my ticket price.
As a final inconvenience, it's almost impossible to find out how to make a complaint; the page they claim you can access via their website does not appear to exist and no one answers the phone when you ring their headquarters in London. I have written with my complaint and am currently waiting for a response and a refund; I won't hold my breath though!
I will never attempt to use this company again, it's simply not worth risking missing a flight.
P.S. having written 3 times and had letters returned marked 'address unknown' and 'gone away' I sent an email and had my fare refunded as a 'gesture of sympathy' as apparently they are under no obligation to refund me or compensate me for my subsequent costs! Never again.
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Aug 17th, 2009
(Sep 29th, 2009)
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