I received a reply from Customer Services about a week back, it landed in my spam folder and forgot to put it in my folders.

Basically it was about being conned at Ashington bus station and the 0930 X22 not turning up.

I was told that there is no CCTV facing towards the shelter (Stand A, go and look for yourself to see if theres CCTV pointing towards the stand from a lamppost...!) so they couldn't have recorded it. It wasn't an Arriva matter, despit it being an Arriva bus station and how I should contact the police "if its serious enough".

So, nothing to prevent a similar incident, as it is not an Arriva matter.

The 0930 X22 experienced difficulties of some sort and regretfully missed the bus station. As I used the X20 (non Sapphire service), I don't qualify for a no-quibble money back voucher either.

Exactly the response I expected, rather unhelpful and no apology.