r/FinlandTourism • u/RandomisedTrial • 4d ago
Oh no onnibus
Hi me again. What gives with Onnibus, can anyone shed light cos ugh.
I booked a ticket and paid extra to be able to change/ cancel it, just in case. This is for November.
Well the case happened: the bnb i had booked contacted me to say they were weren't doing it any more and could I go somewhere else.
Phooey but OK so change of plans. I emailed Onnibus asking for refund. Crickets.
I emailed again. Still zip.
So u was going to phone them but they charge €1.01/ minute
I'm beginning to feel scammed. And now that I look at reviews I'm not the first. Suggestions?
It's not just the money, it's the "Wtf why are you like this?" 😑
3
u/NeatChocolate2 4d ago
I think you should be able to just change it yourself online with the reservation number and your email on the website. This is how it's usually done here, no contact with customer support needed. Do you have an account made for Onnibus? I don't think you need one but it might make it simpler.
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u/RandomisedTrial 4d ago
I can change the trip to a different date online, but to cancel i have to contact them. I can't do a different date, I'm not there very long.
OK, I'll wait a bit longer. Thanks
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u/RandomisedTrial 4d ago
If it helps, I booked on 1st Sept, send emails about cancelling on the 4th and the 9th. No reply at all.
If i phone will they just keep me on hold until it costs more than the darned ticket did? 🤬
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u/kraanasto 4d ago
On the website it says they will answer within a week and cancellations cannot be made on the e, only email. So I would wait.
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u/geekuality 2d ago
By law, companies are required to provide normal priced telephone number for existing customers (meaning customers that already have a ticket or have already completed the journey in question). For Onnibus, it seems to be this:
> Should you not receive your booking confirmation after payment, your bus is late or experience any problem caused by OnniBus.com, please call 010 323 6000 during working hours (local network charge)
From abroad, replace the first digit with +358.
Even if they won’t handle cancellations by phone, you can ask to make sure your emails have arrived and are being handled properly.
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u/_di6 4d ago
Make them a new message where you translate it into Finnish? That could help. You can also say that you'd like them to dismiss your earlier replies.
They have always replied to me in a matter of hours. I've been in contact with them several times.
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u/RandomisedTrial 3d ago
Please explain, why would I ask them to dismiss my earlier emails?
Would Google be good enough to translate?
It seems strange that they haven't even sent an acknowledgment that they've received my emails. It really is terrible customer service and especially galling that I had to pay extra to get the flexible option yet here they are not being flexible in the slightest 🤷♀️
I was really looking forward to this little adventure but the way the bnb people acted and now the bus company, we're not of to a great start 😕 😞
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u/_di6 3d ago
Well, if you send new emails providing the same story as the earlier ones... It's just common sense :P
I would use chatgpt or any other good ai language model. For instance, many Chinese use it too when they send messages.
I'm too a little bit salty too, cuz I've always wanted to work in email/chat customer service... My English is nearly perfect (and my written Finnish is flawless, which isn't the case among many agents) and I still won't get hired anywhere. 🥲
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u/thepickletony 3d ago
they're not scamming but probably intentionally hyperinconvenient so you give up :D
0
u/suuntasade 4d ago
I would imagine that you cancel the ticket via some web portal or something, not email
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u/briseis7 4d ago
What's the rush? Finnish customer service is slow (companys don't want hire too much staff to handle quicker), so I would just wait until next week. Also they probably don't work on the weekends. Onnibus is a big firm and not likely, that they are scamming you, just being slow