AIBU to expect more than just a refund?

[Funkyslippers]

I'd booked a Segways 1 hour adventure for my DD (17) and 3 of her friends. It was already moved at v short notice from her actual birthday last weekend to the weekend just gone, due to staff shortages.

We arrived at the site yesterday at the time we were told to (15 mins early to get kitted up etc). Sat waiting around for nearly 30 mins with no communication from anyone before the man in charge told us to come over to the hut to get ready. He went to check them in on the system and realised that our session, the last one of the day, had been cancelled due to the Segways not being charged properly overnight and therefore didn't have sufficient power for our session. He would have been aware of the problem with the Segways but he was told we would have been contacted and told of the cancellation. I had no contact from anyone cancelling it. He then said he would try to charge up the Segways but after half an hour if was clear there would not be enough power so we decided to leave. I called the man in charge who didn't know anything about the situation as he wasn't working that day but he said he'd get back to me today.

I had a call from the chap who was on site yesterday and he said he'd been instructed to give me a refund. I said I would however be speaking to the man in charge. AIBU to expect a goodwill gesture for the time wasted (over 2 hours), petrol money (around £10) and the general inconvenience (not being told what was happening until the start time had already passed) and the upset (DD).

The company sounds like they don't give a shit so I'd say you're unlikely to get anything more than the refund, unfortunately.

That's appalling but I agree Dog that they're unlikely to care much. Leave an honest review online about it, so of they do offer a good will gesture mention it but if they don't, also mention it.

YANBU

Can you ask for the contact details of the managing director? I’ve found a letter to them often sorts any problems. 👍🏻

Yes I spoke to the manager yesterday and he is the one who organised the refund. I've now texted him asking what else he is prepared to give me

@Funkyslippers

Yes I spoke to the manager yesterday and he is the one who organised the refund. I've now texted him asking what else he is prepared to give me

No. The Managing Director of the company it runs under.

I was told by a manager of a DIY chain that I had to contact Bosh for them to come and mend a dishwasher that failed. I told him my contract was with the store so they had to sort it. He wouldn’t have it. I then wrote to the managing director and suggested he organised some training on The Sale of Goods Act and told him I wanted it sorted ASAP. He sorted it to my satisfaction.

Tell the Manager what you want. If he says no ask for contact details for the managing director of the company.

YANBU

I cant believe they had to confirm you were going to get a refund. That should have been obvious at the time.
I would write an email and cc everyone ( go on to the website and get the top brass names too).
This is such poor service that everyone should know.
I would say your money back and a free session is the minimum I would expect.

Find their social media - reply to every post with your story, and they'll soon be quite keen to offer you a free replacement session.

I’d expect them to refund and offer a free replacement session, with some enhancement to that session - either longer, if applicable, or adding more guests.
When you arrived, I’d have a surprise birthday gift waiting for your daughter - a cake and a £10 Amazon voucher, something like that.

Unfortunately they are now closed for the winter, ha! So we couldn't even rebook. But yes, I will give them a few days to respond then spread the word all over SM!