False Information and Delay in Actions/Refund

[Reshmi TR]

Company Name

RedBus

Website Name

https://www.redbus.com/

Customer Care Number

08045672000

Loss Amount

4912

Ratings

1.00 star(s)

Opposite Party Address

Redbus India Private Limited
Indiqube Leela Galleria,
5th Floor, #No 23, Old Airport Road,
HAL 2nd Stage, Kodihalli Village,
Varthur Hobli, Ward No: 74,
Bengaluru, Karnataka - 560008.

Subject: Deficiency in Service and Non-Refund of Booking Amount by RedBus

Respected Sir/Madam,

I, Reshmi TR, a resident of Flat No. S1, Govind Apartments, AGS colony 4th cross street, Kottivakam, Chennai-41, hereby lodge a formal complaint against RedBus (Ibibo Group Pvt. Ltd.) for the deficiency in service and failure to refund the booking amount for a bus journey from Chennai to Kodaikanal and not taking any action against the complaint registered.

Booking Details:

• Booking Details: Ticket No. TU5382441189, PNR. 2232509
• Date of Journey: 11th April 2025
• Bus Operator: Essar Bus Service
• Boarding Point: Velachery Grand Mall, Chennai
• Scheduled Departure Time: 9:50 PM
• Actual Departure Time: 8:35 PM
• Amount Paid: INR 3412/-

Facts of the Case:

1. Miscommunication Regarding Departure Time:
   I was informed through the RedBus portal and messages that the bus would depart from Velachery Grand Mall at 9:50 PM. However, I received a call from the bus service around 8:30 PM stating that the bus was already at the boarding point and would start soon. Upon reaching the location with anxiety and hurry around 9.30 PM, I was informed that the bus had left at 8:50 PM.
2. Unavailability of Contact:
   Despite multiple attempts to contact the bus service using the provided number, I received no response. Eventually, I managed to obtain the driver's contact number through an online search. When I called the driver at 9:50 PM, I was informed that the bus was 30 km away from the boarding point. This information was communicated to the RedBus team, and the driver's number was shared with them for further actions. But I received only a apology statement from the RedBus Team.
3. Lack of Resolution and Refund:
   Upon returning to Chennai, I contacted RedBus support on multiple occasions (April 15, 18, 19, 24, and 28, May 1, 4, 7, 10 and 13). Each time, I was assured of a resolution within 24 to 48 hours. On April 19, I was informed that the refund had been initiated and would be credited within 5-7 days. However, as of today, even though multiple level of escalations has happened, the refund has not been received, and the issue remains unresolved.
4. Failure to Honor Assurance Program:
   I had booked the ticket under the RedBus Assurance Program, which guarantees compensation in case of service deficiencies. Despite this, RedBus has failed to provide any compensation or refund, thereby violating the terms of the Assurance Program.

Details of the Policy No – 208300001006/00/00

Legal Grounds:

The actions of RedBus constitute a clear violation of the Consumer Protection Act, 2019, specifically under:

• Section 2(1)(r): Deficiency in service, as the bus operator failed to provide the service as per the agreed terms.
• Section 2(1)(o): Unfair trade practices, as RedBus misrepresented the departure time and failed to provide timely information.

Relief Sought:

In light of the above, I respectfully request the Hon'ble Forum to:

1. Direct RedBus to refund the full booking amount of ₹3412 and ₹900 paid for conveyance to reach the boarding point from residence along with interest applicable from the date of booking until the date of actual refund.
2. Award compensation for the mental agony and inconvenience caused due to the deficiency in service.
3. Order RedBus to pay the litigation costs incurred in pursuing this complaint.

Documents Attached:

1. Copy of the booking confirmation and payment receipt.
2. Screenshots of communications with RedBus support.

I affirm that the above statements are true to the best of my knowledge and belief.

(RESHMI TR)



Place: Chennai
Date: 16/05/2025

 

[TeamMember]

Hello @Reshmi TR

I'm sorry to hear about the challenges you're facing regarding false information and delays in obtaining your refund. Such experiences can be frustrating, but there are structured steps you can take to seek redressal.

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Steps to Refund from Red Bus​

1. Gather and Organize Documentation​

Collect all relevant records, including:

• Invoices or receipts of the transaction.
• Email or chat communications with the seller or service provider.
• Screenshots of misleading information or promises made.
• Records of any prior complaints or follow-ups.

Having comprehensive documentation will strengthen your case.

2. File a Complaint with the National Consumer Helpline (NCH)​

The NCH is a government initiative that assists consumers in resolving disputes:

• Website: consumerhelpline.gov.in
• Procedure:
  • Register an account on the portal.
  • Submit a detailed complaint, attaching all relevant documents.
  • Track the status of your complaint using the provided ID.

Many consumers have reported successful resolutions through the NCH.

3. Send a Formal Legal Notice​

If the issue remains unresolved after contacting the NCH, consider sending a legal notice to the seller or service provider:

• Clearly state the issue, the relief sought (e.g., refund), and a reasonable timeframe for resolution (usually 15-30 days).
• This step often prompts companies to act to avoid legal proceedings.

4. File a Complaint in the Consumer Forum​

If the seller still doesn't respond satisfactorily, you can escalate the matter by filing a complaint with the appropriate Consumer Disputes Redressal Commission:

• Portal: e-jagriti.gov.in
• Procedure:
  • Register on the portal.
  • Submit your complaint along with all supporting documents (INDEX, MEMO, AFFIDAVIT, EVENTS and PROFORMA).
  • Pay the requisite fee online (Zero in your case).

The e-jagriti.gov.in system facilitates online filing and tracking of consumer complaints across India.

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Legal Framework​

Under the Consumer Protection Act, 2019, consumers are entitled to:

• Protection against unfair trade practices.
• Prompt redressal of grievances.
• Compensation for any loss or injury suffered due to negligence or deficiency in services.

If a company fails to address your complaint adequately, consumer forums have the authority to order refunds, replacements, and compensation for mental agony or financial loss.

Please review few Judgments:

Red Bus V/S Kuldeep Singh - Consumer Court Case - 2023-07-19

Consumer Court Case against Red Bus V/S Kuldeep Singh - Consumer Court Case against - Red Bus

www.consumercourt.in

RED BUS V/S MAHENDRA LODHA - Consumer Court Case - 2024-01-16

Consumer Court Case against RED BUS V/S MAHENDRA LODHA - Consumer Court Case against - RED BUS

www.consumercourt.in

Red Bus India V/S Vaneet Monga - Consumer Court Case - 2019-12-31

Consumer Court Case against Red Bus India V/S Vaneet Monga - Consumer Court Case against - Red Bus India

www.consumercourt.in

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Additional Tips​

• Timeliness: Act promptly to ensure your complaint is within the statutory limitation period.
• Legal Assistance: Consider consulting with a legal professional to assist with drafting complaints and representing you in legal proceedings.
• Public Awareness: Sharing your experience on public platforms can also alert other consumers and put pressure on the service provider to address such issues.

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By following these steps diligently, you can seek redressal for the grievances faced due to false information and refund delays. It's essential to assert your rights and ensure that service providers adhere to fair and transparent practices.

Important Tip:
Before taking legal action, it is advisable to first send a legal notice to the Opposite Party.

Note:
We can assist in:

• Drafting professional legal notices.
• Filing consumer complaints for deficiency in service.

Feel free to contact us if you wish to proceed with a legal notice draft or complaint preparation.

Regards,
Support Team