I have been using Boris Bikes since the start, I have tried to be so patient with them. I rang in recently and had more than what you would call a ‘difficult experience’ I had an open journey, in which the person who dealt with me proceeded to put me on hold for about 20 minutes. I finally got passed to someone in the ‘reactive’ team. Very helpful young man. When he told me I would get a callback he actually called me back, unlike waiting forever for my refund.