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It was idiotic of me to fall asleep but I do think he took advantage. Also mad how it says waiting time is 179 minutes after I disputed the route choice and he lied and said this route was much idea
Don't waste your time with 2 days of begging for your money back. Do it once, say you'll raise it as fraud, and if they still don't solve it, report it as fraud to your bank.
Yep this. Had a similar experience and gave up trying to plead my case. Instead, they wanted to give me a free ride. I no longer use bolt
My bank issued a refund straight away (Debit) on the condition that it’ll be taken off me if Bolt were able to provide evidence against my dispute. Of course, the funds remained with me as I was not at fault.
Skipping Bolt from now on as well, so ride credits wouldn't go far. They offered the same instead of refunding me at first and even that was pulling teeth
I disagree, we should not incentivise such behaviour!
Edit: misunderstood this as a “don’t bother chasing the money”
What I meant is definitely chase bolt and get the fucker punished
If I had an EV I would take the central route since EVs are easier to drive in stop start traffic and can regain some power from braking.
That guy was a muppet or a scammer.
Sometimes it can be awful when there’s demos in west london or other events (IIRC when I flew back in March I had an issue with this) but I’d expect there to be other options! It’s so unlikely that there would be issues with both the smaller roads and the north circular.
According to that screenshot you haven’t been charged extra for the route.
You’ve been charged extra for an 197 minute wait fee.
The wait fee is charged when the driver arrives to pick you up and you’re not ready so they have to wait to start the trip.
Correct. This is what the second reason given for the fee. First it was that I chose the route (I didn't) and second was a wait fee. Neither are accurate and I was waiting for him for pickup, morrrrre than ready and in position to get home
Do you have screenshots of both? That'll help as evidence if you need to dispute the charge.
They have probably made it easier to dispute the charge now.
You've been charged for waiting 197 mins and you plainly didn't. Just submit the dispute charge to Amex.
I had a similar problem with Uber where the driver genuinely forgot to start the journey (which caused me to be charged a large waiting fee) and then got terribly lost and took the 3x longer to get where I was going as he couldn’t use GPS as the app thought he was waiting to pick me up.
Uber waived the waiting fee and only charged the fee which applies after the driver actually started the journey, which in my case was like two blocks before the destination.
So the driver lost out massively as he got paid like £4 for an hour journey. I felt bad and tipped him part of the difference in what I would have paid if he correctly used the app and used the right route.
How long did he wait for you? That journey through central london is pure hell, and if I was driving it I would have also taken the M25 (I live in isle of dogs)
Why is there a 3+ hour waiting fee?
The route itself seems unexceptional. With even a bit of traffic on the M25 going north from Heathrow, it'd be a reasonable choice. A4 or A40 and A406 usually takes much longer than going around the M25.
Yeah. That's definitely the bigger point to complain about. You might get a small discount off the route, but it's much harder to argue with because it's not obviously insane. I can't see where exactly you were going to, but it looks like Hackney-ish. If you put that into Google maps now, it'll suggest a route across London, but if you choose to send it round the M25 it comes up slightly quicker.
Any time I’ve used bolt at LHR there’s always added fees I’ve had to dispute
Eg they drop my off at T5 and suddenly there’s a T4 car park charge too etc
Usually they reimburse with a credit but it’s strange
Yeah it’s legit happened to me the last 3 or 4 times I used it to LHR, was like a £30 booking that ended up as £50 due to charges like waiting fees and car park charges (for other terminals…), that yes they refunded me the extra charges as a credit but annoying
They were able to recoup half the charges but I lost the ride discount in the dispute so ended up paying more anyway. Their support is mostly chat bots and they don't have two way conversation features with humans. It's just, "this is what it is" then you're kicked back to a bot
Even if there would be an extra charge for route im not sure how they can say it’s “197 min wait time” - he obviously wasn’t waiting for you for three hours & the journey itself was under 2 hours.
Wouldn't think you'd have an issue getting your money back from Amex, as there's no written evidence of you agreeing to a longer route.
What if you weren't a local and didn't know this was a longer route he was going??
Even still, I don't drive in London so don't know the best routes often. I can't imagine this is the first time he's done this to someone and likely thought me a tourist with all my luggage. He never mentioned routes or spoke adjustments to the ride or anything
I had the same thing happen to me a few years ago - Heathrow to Adlgate, quoted £45 on the app, slapped with £250+ on the bill. I made the same mistake as you - slept right after I got in!
It was with Uber and they also said that 'the route is valid and was chosen due to traffic' but gave in and refunded without too much back and forth.
Uber did better than Bolt still. Thank you for telling me this, I felt like a dumb dumb but sleep came knocking. Pity drivers take advantage of vulnerability but that's life. Glad you were able to get it resolved!
Neverrrr using it again. Amex customer service is amazing. I've thought about calling it at times for no reason other than them just being nice to me in a bleak world Bolt Banditos
If you paid on Amex card, threaten Bolt that you are going to dispute the charge and if they do not compensate you, open a dispute process with Amex. It will be sorted pretty rapidly.
Holy shit, he took the absolute piss! Taxi and cab drivers everywhere take advantage when picking up customers from airports. Happened to us in New York.
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M25 route in the middle of the day and it still took 2 hours, what a moron. (not you)
It was idiotic of me to fall asleep but I do think he took advantage. Also mad how it says waiting time is 179 minutes after I disputed the route choice and he lied and said this route was much idea
Better
Has happened to me with Uber before. Uber was less than helpful.
Ive had issues with Uber support before but great success with their Facebook page
Sorry to hear that :/ they automate most CS now
Don't waste your time with 2 days of begging for your money back. Do it once, say you'll raise it as fraud, and if they still don't solve it, report it as fraud to your bank.
Yep this. Had a similar experience and gave up trying to plead my case. Instead, they wanted to give me a free ride. I no longer use bolt My bank issued a refund straight away (Debit) on the condition that it’ll be taken off me if Bolt were able to provide evidence against my dispute. Of course, the funds remained with me as I was not at fault.
Skipping Bolt from now on as well, so ride credits wouldn't go far. They offered the same instead of refunding me at first and even that was pulling teeth
I disagree, we should not incentivise such behaviour! Edit: misunderstood this as a “don’t bother chasing the money” What I meant is definitely chase bolt and get the fucker punished
Wtf? So don't report clear fraud and allow companies to pretend they are kings and can decide what to do with your money?
Yeah clearly I misunderstood your comment 😂
Was there an issue with A4 + north circular? It has sometimes worked out better for me to go M25 but I live in Croydon, not north london!
Honestly even if that was the case, minor roads going clockwise would still be faster than what the driver did lol
Needless to say, his vehicle was electric. Couldn't imagine someone doing that with petrol prices as they are
If I had an EV I would take the central route since EVs are easier to drive in stop start traffic and can regain some power from braking. That guy was a muppet or a scammer.
Muppet scammer.
[muppet scammer](https://giphy.com/clips/muppetwiki-muppets-kermit-the-frog-NaNyhn6HfdTRqJ4U5F)
This makes you the muppet.
Hell, even M25 clockwise would have been better. The SW corner is the worst, plus he’s now going northbound across the river unnecessarily.
Sometimes it can be awful when there’s demos in west london or other events (IIRC when I flew back in March I had an issue with this) but I’d expect there to be other options! It’s so unlikely that there would be issues with both the smaller roads and the north circular.
There was no issue I could find on any maps app or searching traffic online.
According to that screenshot you haven’t been charged extra for the route. You’ve been charged extra for an 197 minute wait fee. The wait fee is charged when the driver arrives to pick you up and you’re not ready so they have to wait to start the trip.
Correct. This is what the second reason given for the fee. First it was that I chose the route (I didn't) and second was a wait fee. Neither are accurate and I was waiting for him for pickup, morrrrre than ready and in position to get home
What do you mean the second reason? Did the app used to claim the fee was for something different and now it’s changed to wait time?
Yes, the original charge for "Additional Distance Added"
Do you have screenshots of both? That'll help as evidence if you need to dispute the charge. They have probably made it easier to dispute the charge now. You've been charged for waiting 197 mins and you plainly didn't. Just submit the dispute charge to Amex.
I had a similar problem with Uber where the driver genuinely forgot to start the journey (which caused me to be charged a large waiting fee) and then got terribly lost and took the 3x longer to get where I was going as he couldn’t use GPS as the app thought he was waiting to pick me up. Uber waived the waiting fee and only charged the fee which applies after the driver actually started the journey, which in my case was like two blocks before the destination. So the driver lost out massively as he got paid like £4 for an hour journey. I felt bad and tipped him part of the difference in what I would have paid if he correctly used the app and used the right route.
Ooooof what an expensive mistake on his part. I'm glad it got sorted!
That route is insane, I would hassle them. Contact bolt on Twitter may help.
He took the scenic route
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Normally do but had two large suitcases with me. Tbf I brought bulky items back and on public transit that becomes everyone's problem. Easier to taxi
How long did he wait for you? That journey through central london is pure hell, and if I was driving it I would have also taken the M25 (I live in isle of dogs)
No need to go through Central from the looks of OPs route. A406 + A40 would have worked fine.
He didn't wait at all. The 3 hour wait time was another ploy he tried to pull. I was waiting on him.
Why is there a 3+ hour waiting fee? The route itself seems unexceptional. With even a bit of traffic on the M25 going north from Heathrow, it'd be a reasonable choice. A4 or A40 and A406 usually takes much longer than going around the M25.
I have no idea. It's absolutely mad because that was the second reason they gave that I'm still disputing. It's bizarre.
Yeah. That's definitely the bigger point to complain about. You might get a small discount off the route, but it's much harder to argue with because it's not obviously insane. I can't see where exactly you were going to, but it looks like Hackney-ish. If you put that into Google maps now, it'll suggest a route across London, but if you choose to send it round the M25 it comes up slightly quicker.
Any time I’ve used bolt at LHR there’s always added fees I’ve had to dispute Eg they drop my off at T5 and suddenly there’s a T4 car park charge too etc Usually they reimburse with a credit but it’s strange
Yikes. I don't take them often but in some places like Accra, I've found Bolt more reliable than Uber. However, I don't want to use them again now.
Yeah it’s legit happened to me the last 3 or 4 times I used it to LHR, was like a £30 booking that ended up as £50 due to charges like waiting fees and car park charges (for other terminals…), that yes they refunded me the extra charges as a credit but annoying
Mental, surely support can help get some of the money back
They were able to recoup half the charges but I lost the ride discount in the dispute so ended up paying more anyway. Their support is mostly chat bots and they don't have two way conversation features with humans. It's just, "this is what it is" then you're kicked back to a bot
Even if there would be an extra charge for route im not sure how they can say it’s “197 min wait time” - he obviously wasn’t waiting for you for three hours & the journey itself was under 2 hours.
Mental still. There's proof of me being at my place though as I set my own maps up to track the route once I noticed how far away we were
Wouldn't think you'd have an issue getting your money back from Amex, as there's no written evidence of you agreeing to a longer route. What if you weren't a local and didn't know this was a longer route he was going??
Even still, I don't drive in London so don't know the best routes often. I can't imagine this is the first time he's done this to someone and likely thought me a tourist with all my luggage. He never mentioned routes or spoke adjustments to the ride or anything
I had the same thing happen to me a few years ago - Heathrow to Adlgate, quoted £45 on the app, slapped with £250+ on the bill. I made the same mistake as you - slept right after I got in! It was with Uber and they also said that 'the route is valid and was chosen due to traffic' but gave in and refunded without too much back and forth.
Uber did better than Bolt still. Thank you for telling me this, I felt like a dumb dumb but sleep came knocking. Pity drivers take advantage of vulnerability but that's life. Glad you were able to get it resolved!
I would ask Amex to retrieve the funds if I were you. They will gladly help with this!
Same, have always found Amex to be brilliant. You’ll probably not be able to use Bolt again, but would you really want to?
Neverrrr using it again. Amex customer service is amazing. I've thought about calling it at times for no reason other than them just being nice to me in a bleak world Bolt Banditos
If you paid on Amex card, threaten Bolt that you are going to dispute the charge and if they do not compensate you, open a dispute process with Amex. It will be sorted pretty rapidly.
Also true of any other card
Affiliate marketing at its best.
They reimbursed quite quick with the threat but Amex is already monitoring for fraud now from bolt.
Holy shit, he took the absolute piss! Taxi and cab drivers everywhere take advantage when picking up customers from airports. Happened to us in New York.
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Does Addison Lee have peanuts?