National Express (or "GoByCoach) - delay in travel between Gatwick and Stansted Airports - want refund for return trip - rented car to avoid further delay

Complaints.com received the following consumer message on October 16, 2002:

From:

RE: National Express (or "GoByCoach) - delay in travel between Gatwick and Stansted Airports - want refund for return trip - rented car to avoid further delay

National Express (or "GoByCoach) is a bus service that operates between the UK's major airports. I bought a round trip for myself and my family for travel between Gatwick and Stansted Airports. The outward journey was long and delayed, (not their fault) so I decided to rent a car for the return journey. I submitted the return tickets to National Express for a refund. I expected the return of half the fare I'd paid, less a small service fee. NE informed me that no refund would be forthcoming since, the cost of a single journey ticket plus 5 pounds per passenger administration fee was greater than the return fare. I wrote to their chief executive, Mr. Wormall, but 5 weeks have received no reply, not even the courtesy of an acknowledgement. Their webs site says “We believe that the Group has an obligation to be a good corporate citizen whilst carrying out its operations” Does this extend to treating fare paying passengers fairly? How fair is this outcome?. Revenue without having to provide an associated service. Last time I shall use National Express when visiting UK.