A passenger who booked an Aircoach ticket for a friend travelling to Dublin Airport said the bus, scheduled to leave at 8:41 a.m., passed the stop three minutes early. The passengers had arrived before the scheduled departure time, but the ticket was valid only for that service.

Aircoach acknowledged that the bus left early but refused a refund. It initially suggested taking the next bus, then referred to its terms and conditions requiring passengers to arrive 10 minutes before departure.

The Irish competition authority explains that, under the Consumer Rights Act 2022, services generally must match what was agreed and be provided with reasonable care and skill, on the agreed date or within the agreed timeframe. Specific rules and exceptions may apply to passenger transport. The ticket terms and conditions are relevant, but so is the operator’s acknowledged early departure.

Because the passenger bought a ticket for a particular service at a specified time and could not use it after the bus left early, they could argue that Aircoach did not provide the service as agreed. Whether a refund is due depends on the circumstances, including the ticket terms and information provided by the operator.

The authority suggests making a formal written complaint, noting Aircoach’s acknowledgement, the ticket’s restriction to the booked service, and why a refund is considered appropriate. If the ticket was paid for by card, the passenger can ask their card provider whether a chargeback is available, although it is not guaranteed. If the complaint remains unresolved, they can contact the National Transport Authority for information about bus and coach passenger rights and complaint options.