When Things Go Wrong

The Momentum network is in the Coach Hire business –coach hire like all logistics can go wrong.

However at momentum we believe we do more to drive forward coach hire industry standards than any other company in the industry. This includes the following:7

1. We ask all customers what they think of us on every trip we do. This has resulted in an overall rating of 4.05 out of 5 for the Momentum network.

2. Out of the last 40,000 trips we have a customer dissatisfaction level of 1.6%. Or more importantly a customer satisfaction level of 98.4%.

3. We have taken the unprecedented step of publishing all complaints warts and all on two website www.momentumcoachhirereviews.com and our sister websitewww.coachcompare.com (which shows reviews of individual coach companies). We show all adverse rating scores and only modify the ratings for the libellous or personal comments. It should also be noted you can only publish ratings if you have actually had a trip. 98.4% on time and satisfied – please take note airline

4. Service Level Policy – Momentum pioneered in conjunction with trading standards a Customer Service Policy which lets our customers know what happens and what they can expect in the event of an actual or perceived service failure. We are the first company in the industry to publish a combination of a plain English contract and a full list of penalties and compensations. It is also worth commenting the overwhelming reason for late coaches is the previous passengers running materially over schedule and the biggest cause of complaint re coach presentation is how it was left by previous passengers.

5. Broken Down coaches –The industry does some hard miles and vehicles do break down whilst on jobs. Momentum have rescued 96 groups of (other Companies) passengers from roadsides who have been in broken down vehicles in the last 12 months (the industry closes ranks in the face of adversity).

5. Customers who have been let down. Momentum booked over 250 trips in the last 12 months for groups who have been let down by other coach companies in the week before travel due to vehicle availability problems. Momentum network partners have developed vehicle availability problems for 217 trips this year in the week before departure in all but less than 20 cases we have been able to find suitable solutions for our clients

6.Naughty customers – in over 1100 cases the customer seeks to cancel a coach in breach of contract the week of travel. We are not as a rule in the business of suing customers (exception being customers who wilfully waste coach resources) – and generally do operate on a goodwill basis, however this should be borne in mind when considering the literally handfuls of customers we fail!

7. Defence of the industry. Logistics in this country is difficult – road congestion and fuel prices. But almost to a man we at Momentum never cease to be amazed by how the average man and women in this industry work long hours for relatively modest returns and almost to a man give of their best.

8. Competitors and malcontents. Read the reviews – www.momentumcoachhirereviews.com – over 6,000 of them. Companies should work on processes/ policies/ Customer service agreements, invest in fleets, staff and technology. Posting anonymously about is so sad, small and bitter – we know who you are and you are kidding yourselves if you think you are helping customers. Get a life!

The next 6 months will see the Momentum network reach its 1,000,000th quote and 200,000th trip. For the 0.05% we let down we again apologise, for 1.5% we disappointed we recommit our desire to do better. For the 98.5% who are satisfied we just say THANK YOU.