Transport disputes
When a bus, coach, train, tram or taxi lets you down — a serious delay, a refused refund, or poor disabled access — you often have more rights than the operator admits. ConsumerSuit helps you work out which apply and prepare your complaint.
Problems we can help with
- Delays and cancellations — you were badly delayed or stranded and the operator won't refund or compensate you.
- Disabled access failures — no working ramp, a driver who wouldn't assist, a broken accessible toilet or lift, or being refused travel.
- Overcharging and refused refunds — wrong fares, a service not provided, or a refund you're entitled to being withheld.
- Poor treatment — being left behind, misled about your journey, or treated unfairly by staff.
The law behind it
Where the problem is about disability or accessibility, transport counts as a service under the Equality Act 2010 (s.29), with the County Court remedy under s.119 — and buses and coaches are covered by accessibility rules made under the Public Passenger Vehicles Act 1981. For delays and refunds, your rights come from the operator's passenger charter and, for rail, the National Rail Conditions of Travel and its Delay Repay scheme.
Who you escalate to
Depending on the operator and problem, the right independent body is usually Transport Focus (or London TravelWatch), Bus Users UK, the Rail Ombudsman (rail complaints), or the Traffic Commissioner (bus operator standards) — never the operator itself as the final word.
How ConsumerSuit helps
- Works out whether you have a service-quality complaint, a Delay Repay claim, or an Equality Act discrimination claim.
- Drafts your complaint citing the right rights and rules.
- Points you to the correct independent body and the next step if the operator says no.