Nancy E.
Google
I booked the bus beginning if December for end Jan to end February tour. I’m on a world trip right now and a friend from Germany visited me for around 3 weeks. So we thought because of the limited time we book a bus. No stress, nothing to plan, nothing to think about. I booked everything in an agency in Sydney, they also booked the whole itinerary in advance. Knowing and telling me that it might be crowded in February and therefore it’s better to book in advance. So we did.
In January - after checking everything- I found out that most of my dates for stray bus New Zealand where booked for January instead of February (stray did the booking for me) - someone must have mixed up the month. I contacted the agency and they booked it in the right way. So I that was not the best way to start New Zealand with stray.
> first I have to say: the app is horrible!
The app is really not comfortable- because I have to book everything separate for me and my partner. If I book it for me and the bus is available that’s fine, but if I book it afterwards for him the bus might be full - there’s no chance to check that before?!? Only via calling stray you can check it before. And unfortunately because of “high season” 2 of 3 times it’s not possible to reach a person/operator on the phone. Please Call again later...
the app is not intuitive at all, it takes ages to change things - everything is loading again and again. Very often it’s not possible to book anything, because all dates for all the next months are grey. So you call the operator and they tell you know Problem we book that for you. So what’s the app for?!
> Bad customer service because of high season
I was in contact several times with you. Via phone at least 10 times, additional via app/mail a few times (at least 4) but it always takes a couple of days until you get an answer which doesn’t make this my favorite medium to talk to you.
Unfortunately I booked my tickets (for my friend and me) in December together with my stray ticket for Australia. Because the agency told me it’s an combined offer - special price - which is not. They also told me that everything is so flexible and you can hop on and if - best choice if you travel - so easy... unfortunately not at all.
I had a lot of trouble with stray, the busses and trains in Australia, cancellations etc. I didn’t get my luggage (which I had stored at a shop in Sydney) for new year in Sydney because of that - spend 19 hours in bus & train in one day - really bad situation. Because the bus I and 3 other booked was already “gone” to Sydney the day before....
Nevertheless we went on the journey on the north island - and then tried to change something. From then everything went bad. No busses available. Or only waiting list. The person on the phone always told us it’s our risk. We can change the intinery but might be stuck. I heard from lots of travelers that they where stuck for a few days. For example when you get stuck on Monday in Wellington the next bus is on Thursday ;) then you stay there and pay for 3 extra nights. If you are lucky and find a hostel. If that happens to you in queenstown you are lost!! Almost no hostels in high season available.
!!!! But We can’t get stuck. Because my partner has to fly back home for work.
So it’s not an option. We have 4 days spare but if I get stuck for example in Wellington on Monday the next bus is Thursday! That’s 4 days. That’s not flexible at all.
Same with the beach hopper. I tried to get on it, cause we payed for it! And I understand it’s busy right now - because of high season, but stray only operates on that “track” right for high season so they should have capacity in February to do that?! it’s the only season for beach hopper.
Unfortunately not for us, because my partner is not going to go back to the north island. He has to fly out from Christchurch. And is not going to go back to the north.