I recently hired a coach for a day event from London to Windsor through Coachhire, who are actually a booking company subcontracting to drivers. The sales team are excellent, as any sales person would be when they are being commissioned to sell.
I followed all their instructions confirming and validating the booking. The bus did not show up, it took me 45 mins to get in touch with someone at the office. After much debate the intimated they would pay for our taxi's to replace the bus to the event and back again. However when it came to speaking to the General Manager to get this refunded I was pointed to their T&C's saying they will only refund the cost and they are not liable for any further costs. But they were "very sorry".
The admitted due to "human error" the sub-contractor had not booked the bus, even though the guy on the day told me that the driver had picked up the keys to the bus and was now MIA.
So really it was all about saying anything to get me off the phone and not have to provide any compensation or alternative method of transportation.
Sadly, this is the second bad experience I have had with this company. I warn everyone even though the cost may be cheap...there is always a reason. I suggest trying to find an alternative and direct contract.