Changing of rules by Citybug Shuttle Services

City Bug likes to change the rules as the day proceeds. I am definitely not their biggest customer and never will be. I believe that even as one of the lessor customers I am entitled to receive the service as promised.

Last week I enquired about the free tickets I was supposed to have. I was informed by one of the senior people that there must be a problem with the program and that I should come to the office that it can be sorted. Today I went back to the office and spoke to one of the booking agents and was informed that I do not qualify for 3 free tickets, between me and my wife, because I booked online. Apparently, I should book at the office to qualify.

I would like to know the following: 1. Why not inform people of the rules for the free tickets? Or is it just to catch consumers unawares. 2. Why not treat everybody the same? 3. Why do you have an online service if there are different rules for different ways of booking.