Liverpool fans claim they are still waiting on refunds after coaches they'd booked to take them to the Champions League final in Paris never arrived.
Claire Weston was one of a huge group of fans left waiting outside the Rocket the day before the Champions League final last month. The mum-of-two, from Huyton, was meant to be travelling with her friend Demi-Marie but they were left devastated when the pre-booked coaches failed to show up.
Now, more than three weeks later, Claire claims she and her friend are still waiting on refunds despite being told by Coach Innovations on Monday, May 30, that they would have money back "within seven days". Claire also claims she isn't able to get in touch with the company and has continuously been told Coach Innovations "will be in touch" with her.
READ MORE: Liverpool fans stranded at the Rocket as Paris coach 'drives past' huge crowd
Coach Innovations said it is in contact with customers and refunds have been issued.
The consumer experience agent told the ECHO : "Since it all happened when we were stranded we had an email the Wednesday that they would be in touch with us over a refund. We have been calling them every day up until last Monday and we keep getting told they'll be in touch with us.
"Now, they're not even answering the phone and it's just an answer machine message saying that anyone who is waiting for a refund over the Champions League, they will be in touch. It's been three weeks and we can't even get hold of anyone.
"They won't answer emails, not answering the phone and it's just looking like they're not going to pay us back, to be honest."
Claire said she and her friend had been saving for six months, hedging their bets that Liverpool would make it to the final, and so they wouldn't feel the cost of travelling as much when it came round to buying the eventual £179 coach ticket. Luckily the Champions League runners-up managed to get to Paris to face Real Madrid but dozens of hard-working fans seemed to have been let down by the travel company.
The 44-year-old said: "I was going with a friend and we paid on the one card. It's not only that we had to pay for the tickets, but we also had to go and have covid tests and we'd bought stuff to take with us. It was a lot of expense and it's not looking like we're going to be able to get a refund.
"I was upset at first but now I'm just getting angry. £179 is a lot of money, I'm a working mum, it is a lot of money. I saved hard for that money and if we'd have had the experience I wouldn't have minded spending the money but we didn't get that. I just want my money back."
Coach Innovations released a lengthy statement on Tuesday, May 31 where the company addressed the issues and said that vehicles were running late with customers having "returned home" by the time coaches arrived at the pickup point. The statement also said the company would be issuing personal apologies to customers which Claire says never appeared, with just a generic email being sent to those affected by the chaos.
Coach Innovations also said its priority was to ensure customers who didn't travel would receive refunds as soon as possible, which, again, Claire claims she and a number of other fans are still waiting for. The company has said it has been in contact with the 58 people who were affected.
A Coach Innovations spokesperson told the ECHO: "We're answering all emails, as far as we're aware everyone who did not travel to Paris has now been refunded."
