A problem that has no solution

RAW DEAL often deals with situations that don’t have an easy answer.

Sheila Pringle helps run a small support group for families affected by Huntingdon’s Disease. Every summer they organise an outing for people with the affliction, and their carers, as many don’t get out much.

This year the group organised a sightseeing trip round Edinburgh with SMC Coach Hire. The tour was to take one hour, 7 to 8pm on June 28, and they would arrive back in time for fish suppers which were all booked.

But the bus was late turning up. It had been caught in traffic.

The hirers and bus company disagree about how late the bus was, but Sheila and her group felt they wouldn’t have time to get their charges on board, take even a curtailed tour and disembark for 8pm for the fish suppers.

The bus company, however, was prepared to carry on and give a full hour tour. Their terms and conditions state that they can’t be held responsible for unexpected delays.

In the end, the group didn’t get on the bus. They want a refund, whereas SMC say they were prepared to fulfill the contract, albeit 20 (according to SMC) or 40 (according to the charity group) minutes later than intended. It is, most would agree, a conundrum. There is good will and resonable people on all sides, but Sheila’s group want a refund while the bus company are prepared only to offer money off a future trip. They argue that they had to pay the sub-contracted bus owner and driver.

Sheila and her group had no reason to suspect the bus would be late. SMC didn’t intend for the bus to be late. But these things happen. If it is possible, be precise with your bookings. Put in place back-up plans.

Raw Deal has every sympathy with Sheila and her group of kind-hearted volunteers. They are wonderful people.

But it is also easy to see the problem from the other side. In our negotiations with SMC they also came across as responsible, genuine and honest.

There isn’t a good solution.