I bought a 2200czk ticket with them on their English webpage and paid extra 250czk to carry my bike.
Surprise when I take the bus: they refuse to take the bike because it is not dismounted. I say surprise, because when I checked the "bike" option nothing said anything about this. But knowing that Eurolines does ask you to dismount and pack the bag, I had even tried to look for their term & conditions in order to make sure they didn't request the same, but as you can see on the following page: http://www.studentagency.eu/, there is no link redirecting you there.
Neither did the bike space booking confirmation I've been emailed. After some discussion, they finally accept to take it as it is, but show me some printed English version of their T&C saying bikes have to be dismounted and packed. Now back home, I have double checked, and the only mention of this bike packaging thing on their English page is IN CZECH!!! So basically, I'm now over 500czk out of pocket because they are not capable to have a properly translated English page. To find it, you need to go on the Czech website, select T&C there (which you clearly won't do if you don't understand Czech), and then have the page translated in English. Anyways, at least as they let me on board with the bike, no big deal right ?
Next morning, I arrive in Brno, where I'm supposed to change bus. So I'm standing there with a 20kg backpack on my back, a 15kg one in front of me and striving to hold the bike. The driver looks at me and litterally shouts to me in Czech. He keeps putting people suitcases on the bus, but apparently judges I'm not getting out of the way fast enough (you know, you tend to be a bit slow with 35kg on your back and a bike in one hand...) so he just kicks the bike, making me loose my balance and nearly fall (YES, THIS IS HOW THOSE PEOPLE TREAT CUSTOMERS AND WOMEN !!!).
So I go to the stewardess, incredibly rude too, she says they can't carry it. I mean, staff from the previous bus could, and my bike already has a sticker on it to prove it, but well, whatever, she just doesn't care and doesn't even look at me. When I say then you will have to refund me, she sends me to the office. There, surprise, not only I can't take the bus I've already paid for, but they can not refund my ticket (apparently, it's my fault if they are not capable to have a proper English page !) - not even the extra I have paid to carry the bike !!! (while there was plenty of space for it). Go back to the stewardess, who goes and speaks herself to the office lady. Not sure what happens there, but after a discussion and a phone call I don't understand, they still can't let me on the bus nor give me any refund (" I had to do it online 2 hours before departure ". I politely asked how was I supposed to know this, since I was already on their Florence-Brno bus at that time - and so was my bike, btw). Understanding that it's useless to try to talk with those crooks (that and the fact that the bus has left in the meantime) , I have to walk to the train station and take the train back to Prague. I'd like to point out that Cesky Drahy's staff, even though they hardly spoke English, was incredibly friendly and helpful, and even helped me to get the bike on and out the train (rather that kicking me so I get out of the way).
I travel pretty much twice a month and used StudentAgency quite often in the past without any major trouble with them (the wifi they advertise usually doesn't work, but they are usually on time), but after this horrible customer service experience and incredible rudeness, NEVER AGAIN ! read more
