They obviously knew about it, because they were ready with spare buses to cover for late arrivals from early on, yesterday. Even if they couldn't predict the extent of the problem, they had a whole day to say "oh dear, we have a problem here that we'll all need to be patient with, folks"

I've no bus ticket to have refunded. The point is, even without the poor communication, I'm a lot less likely to decide on a whim to fork out £7 for a return ticket to have a mooch around Durham market and M&S and maybe nurse a cappuccino, particularly as the weather gets colder. They have few enough passengers who pay full price for tickets on the day, as it is.