We have never yet had this issue.
All of our coaches are maintained to the highest level by main dealers and for trips such as theatre shows, where time is critical, we allow a wide margin of additional time to allow for most situations. As an example we plan to arrive for theatre trips 2 ½ hours before the show starts to allow time for food etc.
There is, of course, always the risk that circumstances mean a late arrival and in such cases no refund is due.
There are also risks, e.g. heavy snow, that means it is deemed dangerous to travel. This may mean that an event, e.g. a London show, still takes place but localised weather means travel is dangerous.
In such cases, the advice of professionals (eg. Police) is sought and if it is considered that customer safety is at risk then then the trip will be cancelled. In such cases admission tickets are not refundable but a credit for the travel will be issued. Please see our full terms and conditions.