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You can find the current article at its original source at http://www.theguardian.com/uk-news/2016/jan/22/bus-company-terravision-selling-stansted-tickets-despite-airport-ban
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| Stansted 'bus war' as Terravision sells coach tickets despite airport ban | |
| (35 minutes later) | |
| Stansted airport is at the centre of a bus war, after an Italian-based travel company lost the right to operate out of the terminal but has continued to sell coach tickets to unsuspecting passengers. | Stansted airport is at the centre of a bus war, after an Italian-based travel company lost the right to operate out of the terminal but has continued to sell coach tickets to unsuspecting passengers. |
| Travellers have complained of missed flights and chaotic scenes because Terravision failed to tell them that its services no longer run to the airport. The company, which has run direct, low-cost transfer services to and from several locations in central London for the past 12 years, lost the right to use Stansted’s privately-run coach station after a tender process last year. It was eventually barred from the airport last week. | Travellers have complained of missed flights and chaotic scenes because Terravision failed to tell them that its services no longer run to the airport. The company, which has run direct, low-cost transfer services to and from several locations in central London for the past 12 years, lost the right to use Stansted’s privately-run coach station after a tender process last year. It was eventually barred from the airport last week. |
| Terravision has quietly made an arrangement for its passengers to be carried by a new operator, Stansted Citylink. It now ferries travellers from its pickup points at Victoria and Liverpool Street stations in London to Citylink’s stop near King’s Cross station, where they are made to change coaches. | Terravision has quietly made an arrangement for its passengers to be carried by a new operator, Stansted Citylink. It now ferries travellers from its pickup points at Victoria and Liverpool Street stations in London to Citylink’s stop near King’s Cross station, where they are made to change coaches. |
| Passengers travelling from Liverpool Street have said the first they realised of the arrangement was when they arrived at King’s Cross instead of Stansted airport, and they were told to get on another coach. | Passengers travelling from Liverpool Street have said the first they realised of the arrangement was when they arrived at King’s Cross instead of Stansted airport, and they were told to get on another coach. |
| Meanwhile, Terravision ticket holders arriving at Stansted airport are instructed to use “bays 11 and 12” – the bays used by Citylink. There is no mention of the arrangement with Citylink, or the transfer at King’s Cross on the Terravision website, which claims that a journey between Stansted and Liverpool Street would take 55 minutes. In fact, with the King’s Cross diversion, journey times are at least double that. | Meanwhile, Terravision ticket holders arriving at Stansted airport are instructed to use “bays 11 and 12” – the bays used by Citylink. There is no mention of the arrangement with Citylink, or the transfer at King’s Cross on the Terravision website, which claims that a journey between Stansted and Liverpool Street would take 55 minutes. In fact, with the King’s Cross diversion, journey times are at least double that. |
| Terravision believes the tender process was flawed and has launched legal action against Stansted, accusing it of abusing its dominant position under the 1998 Competition Act, and restricting competition to the detriment of consumers. The company has also lodged complaints with the Competition and Markets Authority (CMA) and the Civil Aviation Authority (CAA). | Terravision believes the tender process was flawed and has launched legal action against Stansted, accusing it of abusing its dominant position under the 1998 Competition Act, and restricting competition to the detriment of consumers. The company has also lodged complaints with the Competition and Markets Authority (CMA) and the Civil Aviation Authority (CAA). |
| Stansted denies the claims and has advised customers to book direct with the three operators who won the contract – National Express, Stansted Citylink (operated by Metroline) and Airport Bus Express (operated by Autostradale). | Stansted denies the claims and has advised customers to book direct with the three operators who won the contract – National Express, Stansted Citylink (operated by Metroline) and Airport Bus Express (operated by Autostradale). |
| Passengers are advised that as of 13 Jan, Terravison no longer operate coach services to/from #stansted 1/4 | Passengers are advised that as of 13 Jan, Terravison no longer operate coach services to/from #stansted 1/4 |
| Passengers who have purchased tickets for travel beyond this time are advised to contact alternative operators #Stansted 2/4 | Passengers who have purchased tickets for travel beyond this time are advised to contact alternative operators #Stansted 2/4 |
| National Express, Airport Bus Express & Stansted CityLink provide coach services to/from London #Stansted 3/4 | National Express, Airport Bus Express & Stansted CityLink provide coach services to/from London #Stansted 3/4 |
| Extra airport staff are available to support passengers with their onward travel plans #Stansted 4/4 | Extra airport staff are available to support passengers with their onward travel plans #Stansted 4/4 |
| Irena Miroforidu, who has set up an action group on Facebook, said: “My niece was visiting me in London last weekend so I bought a return ticket from Stansted. Just before the scheduled pick-up time I got an email from Terravision saying the bus stop had moved. It turned out they’d been kicked out of the airport, which they hadn’t told anyone about. There were a lot of confused tourists there who couldn’t speak English and were waiting for hours.” | Irena Miroforidu, who has set up an action group on Facebook, said: “My niece was visiting me in London last weekend so I bought a return ticket from Stansted. Just before the scheduled pick-up time I got an email from Terravision saying the bus stop had moved. It turned out they’d been kicked out of the airport, which they hadn’t told anyone about. There were a lot of confused tourists there who couldn’t speak English and were waiting for hours.” |
| Miroforidu said she had contacted Terravision’s customer service email address three times but received no response. “They don’t really have an operating office in the UK, nor a customer service. I did find a number registered to the company but it turned out to be the Victoria ticket office, and whoever answered the phone had no idea what was going on.” | Miroforidu said she had contacted Terravision’s customer service email address three times but received no response. “They don’t really have an operating office in the UK, nor a customer service. I did find a number registered to the company but it turned out to be the Victoria ticket office, and whoever answered the phone had no idea what was going on.” |
| Miroforidu said she had contacted Transport for London (TfL), which licences public transport in the capital. “They told me they were aware of what was happening and were working with Stansted airport authorities.” A spokesman for TfL said Terravision’s operating license is issued by Stansted Airports Limited. Tfl merely give Terravision a permit to run a coach route through London’s borders, which Terravision still retain, he added. | |
| Martin Moran, another Terravision passenger, said he booked a ticket online for a 7pm bus from Victoria to Stansted, due to arrive at 8.20pm. “This seemed plenty of time to catch a 10.05pm flight to Dublin,” he said. “But no bus turned up and eventually an empty ‘Red Wings’ coach arrived. The driver was told to go to King’s Cross. I realised this would further delay us but was told the total journey time would be one hour and 15 minutes. I laughed. There was further delay while the Italian driver searched his satnav to find a route to King’s Cross. | |
| “We finally departed at 7.35pm and got to King’s Cross 30 minutes later and we were told to get off the bus. There were only three of us on board and we all of course objected, ‘We’ve bought a ticket for a bus to Stansted not Kings Cross!’ The driver had no idea what was happening and just insisted we get off. There was a Citylink bus parked in front of us and their driver said we were to get on his bus which would depart at 8.15pm. We got to Stansted at 9.30pm – 70 minutes late. | |
| “Thankfully security was empty. I still had to take my shoes off and get patted down though. I ran as best I could - not easy as a 58-year-old with a heart condition and two bags – and got to the gate with one minute to spare. Missing the flight would probably have cost me £200.” | |
| Other passengers have expressed outrage on social media. | |
| Almost missed a flight because #terravision no longer run to #stansted, but haven't bothered informing passengers who have booked. | Almost missed a flight because #terravision no longer run to #stansted, but haven't bothered informing passengers who have booked. |
| @Terravision_eu joke service. Victoria 2 Stansted departs 35 mins late & only goes to Kings X! More delay as put on Citylink. 75 mins late. | @Terravision_eu joke service. Victoria 2 Stansted departs 35 mins late & only goes to Kings X! More delay as put on Citylink. 75 mins late. |
| Can @Terravision_eu staff explain why our bus stopped at King's Cross instead of Stansted airport? Are you going to pay for missed flights? | Can @Terravision_eu staff explain why our bus stopped at King's Cross instead of Stansted airport? Are you going to pay for missed flights? |
| A Terravision spokesman pointed to a statement on its website says: “Terravision has been left with no option but to pursue its legal action. Terravision believes that, were Stansted to engage in good faith, there is no need to pursue its legal action. It believes that there is sufficient space for it to operate alongside National Express, Autostradale and Metroline and is unsure why Stansted airport would seek to deny passengers the right to choose the lowest cost operator. | |
| “Two of the winning tender companies – National Express and Autostradale, which cover the same routes as Terravision – have commercial contracts with Ryanair, which controls the majority of Stansted flights.” | “Two of the winning tender companies – National Express and Autostradale, which cover the same routes as Terravision – have commercial contracts with Ryanair, which controls the majority of Stansted flights.” |
| Yakuta Rajabali, vice-president of Terravision, added in the statement: “We are the lowest cost choice for the consumer and have a 12 year track record of delivering an excellent service to customers at Stansted airport. Why would Stansted take this action, when there is space for us to operate and the actions are patently against the interest of consumers? Their action has reduced choice and increased prices for passengers by refusing to allow healthy and fair competition.” | Yakuta Rajabali, vice-president of Terravision, added in the statement: “We are the lowest cost choice for the consumer and have a 12 year track record of delivering an excellent service to customers at Stansted airport. Why would Stansted take this action, when there is space for us to operate and the actions are patently against the interest of consumers? Their action has reduced choice and increased prices for passengers by refusing to allow healthy and fair competition.” |
| A spokesman for Stansted denied Terravision’s claims, explaining that the company lost an open tender in May 2014, after which it brought a legal claim against the airport. “Stansted Airport is clear that the tender process was fair and lawful, and is firmly defending the claim,” he said. | |