Guildford Residents Left Stranded After Heathrow Bus Breakdowns

Published on: 15 Nov, 2024
Updated on: 15 Nov, 2024

First Bus RailAir Guildford to Heathrow. Photo David Smith flickr

By Stella Kuchanny

Guildford residents were left frustrated and out of pocket after repeated breakdowns on the First Bus service to Heathrow Airport led to significant delays and travel disruption.

Jane Hepburn, a Guildford resident, told The Dragon of her attempt to use the RA2 service from Guildford to Heathrow on November 1.

After years of having to travel to Woking for the National Express service, local residents welcomed the introduction of a direct bus to Heathrow. However, this convenience turned into a nightmare for Jane and her fellow passengers.

Jane and her husband, Andrew, arrived early at the Guildford station for the 6.20am bus, only to find it broken down, with the driver awaiting a tow. Assured that the next scheduled bus at 6.55am was on its way, they waited patiently, even purchasing train tickets as a backup. At around 7.05am the driver informed the waiting passengers that the 6.55 bus was delayed but approaching.

But at 7.25, the passengers learned that the 6.55 bus had also broken down, leaving around ten people stranded with no information or support from First Bus. The driver, unable to provide further assistance or arrange alternate transport, advised passengers to find their own way to the airport. With flights to catch, many were left scrambling for taxis or Ubers at great personal expense.

Jane described the scene: “There was anger and dismay that we had all been left in the lurch with no plan B. We had already paid for our tickets, and we were fortunate to have a friend who could take us to the airport at considerable expense.”

Efforts to obtain a refund from First Bus proved fruitless. Since Jane and her husband had purchased their tickets from the Southwestern Railway ticket office, First Bus refused responsibility, stating they could not access transactions made through a third-party vendor. Despite strong complaints, First Bus offered no apology or compensation for the inconvenience.

Frustrated by the lack of accountability, Jane also contacted Southwestern Railway, hoping they would address the issue. As of ten days later, she had not received a response.

“How is it that we could buy a ticket from their ticket office, but they could then wash their hands of any responsibility for our onward care?” Jane questioned.

This incident highlights ongoing concerns among Guildford residents about the reliability of First Bus services. Many have called for better contingency plans and clearer communication from the company to prevent similar situations in the future.

The Guildford Dragon has asked First Bus and Southwestern Railway to comment but has yet to receive a response.