Archive for the ‘Help! Something went wrong’ Category

I left something on the bus

Wednesday, November 21st, 2007

If you have lost property, use the contact form to tell us what you have lost. Please provide as much detail as possible because at any one time we will have several mobile phones and sunglasses etc.

We will let you know if we find the item.

There will be a charge to return the item to you. This will cover postage and packaging.

Why doesn’t your 0900 number work?

Friday, October 19th, 2007

Some phones are barred from calling 0900 numbers (you may be able to make toll calls but not calls to 0900 numbers). In this case it sounds like the number is disconnected or not working.

What to do: Call your phone service provider (Telecom, Vodafone etc) and ask them to remove the 0900 bar.

Please note that you can only call the 0900 number from New Zealand

Why didn’t I get a txt message confirmation?

Friday, July 20th, 2007

if you ordered a txt message when you booked you should receive your txt message within a few seconds. Sometimes this does not happen.

The reasons for this are as follows:

- you may have entered the wrong mobile number when you booked
- there may have been a problem on the mobile network outside our control (e.g. Vodafone / Telecom).

Unfortunately we cannot resend the text message or refund your text message fee in these cases.

Why is my travel day not showing?

Wednesday, July 18th, 2007

The trip is either not available for that particular day, or we are revising some journeys and will put them up on the site soon. If the trip does not appear in the search results it is not available for booking at this time.

I missed the bus. Can I have a refund?

Wednesday, July 18th, 2007

No. We do not give refunds if you miss the bus.

Note: If there is a problem with our bus service and this causes major disturbances to our operation, then, depending on circumstances, we will either provide a full refund or alternative travel bookings will be offered. If you think it was our fault please contact us by filling in the form at www.nakedbus.com/faq/.

I’ve left my property on the bus! What should I do?

Wednesday, July 18th, 2007

Get the customer’s booking reference

Using the contact form let us know:

- Customer’s booking reference number
- Customer’s name, phone number and email address
- Detailed description of the item

Will my bus/ferry/plane wait for me?

Monday, July 16th, 2007

No. We are not affiliated with any other form of transport. In particular we do not connect with Newmans, other city to city services or TranzScenic services. You are responsible for being at the bus stop for the departure time stated on your confirmation email. Our buses do not wait for passengers who are trying to connect to or from other forms of transport. You should ensure AMPLE windows of time when travelling to or from other forms of transport (especially planes out of Auckland). It is not unusual for buses to run 30-60 minutes late when driving long distances. For flights, at least 2 hours should be given between the suggested arrival time of the bus and the check-in time (especially in Auckland and Wellington). nakedbus.com® cannot be held responsible for delays caused by traffic etc.

There is one exception for passengers travelling via ferry to Picton (but not by ferry to Wellington). Your booking confirmation email states: If you are coming off the ferry and the ferry is delayed, you will be picked by the next bus. But if you are off the late ferry and the ferry is delayed you will have to make your own overnight arrangements. Your ticket will be valid for the next available bus. If your ferry is late but the bus is still there, identify yourself to the driver before you collect your luggage.

Will my second/ “connecting” bus wait?

Monday, July 16th, 2007

This depends on whether you have booked the bus trip as a connecting trip. This is when you book a single trip between your departure point and your destination point that involves two or more buses (this will be shown on the booking search form) and don’t book two separate trips that you expect to connect.

If you have booked a connecting trip, then the reference number will have a “C” in front of it. In this case, the second bus will wait if the first bus is late.

If there is no C, then you have booked two separate trips, and there is no guarantee that the second bus will wait if your first bus arrives late. We are not able to arrange for the driver of the second bus to wait if the first bus is late. For this reason you should always book the trip as a connecting trip.

What should I do if I’ve left my property on the bus?

Monday, July 16th, 2007

Fill in our contact form with your reference number, a description of the item(s) and a number to contact you at, and we will try to find your property.

Why didn’t I get my confirmation email?

Monday, July 16th, 2007

If you have not received a confirmation email, try checking your spam box first. If you need another email sent to you please go to the change booking form (red box on home page) and log in or enter your reference number. If you are not registered or do not have you reference number please fill in our contact form with the name and email address you booked with and we will get another to you asap. If your bus departs today, please ring us on 0900 NAKED (0900 62533) and we will give you your reference number in order to get onto the bus.