- Hotel Name
- REDBUS
- Company Name
- REDBUS
- Website Name
- REDBUS.IN
- Customer Care Number
- NOT GIVEN
- Loss Amount
- 900
- Ratings
- Opposite Party Address
- MAKEMYTRIP (INDIA) LIMITED
Indiqube Leela Galleria,
5th Floor, #No 23, Old Airport Road,
HAL 2nd Stage, Kodihalli Village,
Varthur Hobli, Ward No: 74,
Bengaluru, Karnataka - 560008.
I had booked a bus ticket from Delhi to my hometown due to some urgent personal work. The ticket was duly booked and I was relying upon the scheduled bus service to reach my destination on time.
However, on the date of journey, I tried contacting the bus operator from the evening onwards, as I wanted to confirm the status of the journey. Despite making repeated attempts for approximately three hours, the operator’s number remained switched off. My calls and WhatsApp messages/calls were also not responded to.
After considerable effort, I somehow managed to connect with the operator through a WhatsApp call. Surprisingly, the operator stated that he was not aware of the operation of the bus and provided me with another number, purportedly belonging to the bus driver.
When I contacted the driver and enquired about the journey, he informed me that the bus was not operational and might not arrive at all. I immediately questioned why the passengers had not been informed about the cancellation or non operation of the bus in advance. Despite having a confirmed booking, I was left without any proper information or assistance.
Since I had an urgent requirement to reach my hometown, I was compelled to book another bus at the last moment, causing me additional inconvenience and expense.
Thereafter, I contacted redBus customer support, being the service provider through whom the ticket had been booked. The customer care executive contacted the driver regarding the issue, and immediately thereafter I received a message stating that the bus had merely been delayed. I questioned why the driver had initially informed me that the bus was not operational and might not arrive, and why I was not informed about any delay before I was forced to make alternative arrangements.
I subsequently made several attempts to contact redBus customer care again, but my attempts were of no avail and no satisfactory assistance was provided to me.
Later, I received a call from redBus informing me that the refund would be processed by the following day. However, while I was already travelling in the alternative bus that I had booked due to the failure of the original service, I received a call from the original bus driver at approximately 4:00 AM asking why I had not boarded the bus, despite the scheduled departure time being 12:15 AM.
This entire episode demonstrates an extremely serious failure of communication, coordination and customer service. A passenger who had made a genuine booking was neither properly informed about the status of the bus nor provided timely assistance when the service appeared to have failed. Instead, I was forced to arrange alternative transportation at the last moment and incur additional inconvenience and expense.
What is even more concerning is that the operator and the driver gave contradictory information, while the customer support mechanism failed to provide any meaningful assistance when it was actually required. Receiving a call from the driver at 4:00 AM, several hours after the scheduled departure time, asking why I had not boarded the bus, despite the circumstances narrated above, is highly unreasonable.
Passengers cannot be expected to wait indefinitely at the last moment without any information and then be blamed for not boarding a bus when the operator and driver themselves had failed to provide clear and timely information.
The manner in which this matter has been handled has caused me considerable inconvenience, distress, loss of time and additional financial expenditure. It also raises serious concerns regarding the manner in which passengers and consumers are being treated.
I therefore request redBus to take immediate action, process the complete refund without any further delay, and address the additional inconvenience and expenditure caused to me due to the failure of the booked bus service and the inadequate response from customer support.
I expect a proper written explanation regarding the failure of the bus service, the contradictory information provided by the operator and driver, the lack of timely communication, and the subsequent failure of customer support to resolve the issue.
However, on the date of journey, I tried contacting the bus operator from the evening onwards, as I wanted to confirm the status of the journey. Despite making repeated attempts for approximately three hours, the operator’s number remained switched off. My calls and WhatsApp messages/calls were also not responded to.
After considerable effort, I somehow managed to connect with the operator through a WhatsApp call. Surprisingly, the operator stated that he was not aware of the operation of the bus and provided me with another number, purportedly belonging to the bus driver.
When I contacted the driver and enquired about the journey, he informed me that the bus was not operational and might not arrive at all. I immediately questioned why the passengers had not been informed about the cancellation or non operation of the bus in advance. Despite having a confirmed booking, I was left without any proper information or assistance.
Since I had an urgent requirement to reach my hometown, I was compelled to book another bus at the last moment, causing me additional inconvenience and expense.
Thereafter, I contacted redBus customer support, being the service provider through whom the ticket had been booked. The customer care executive contacted the driver regarding the issue, and immediately thereafter I received a message stating that the bus had merely been delayed. I questioned why the driver had initially informed me that the bus was not operational and might not arrive, and why I was not informed about any delay before I was forced to make alternative arrangements.
I subsequently made several attempts to contact redBus customer care again, but my attempts were of no avail and no satisfactory assistance was provided to me.
Later, I received a call from redBus informing me that the refund would be processed by the following day. However, while I was already travelling in the alternative bus that I had booked due to the failure of the original service, I received a call from the original bus driver at approximately 4:00 AM asking why I had not boarded the bus, despite the scheduled departure time being 12:15 AM.
This entire episode demonstrates an extremely serious failure of communication, coordination and customer service. A passenger who had made a genuine booking was neither properly informed about the status of the bus nor provided timely assistance when the service appeared to have failed. Instead, I was forced to arrange alternative transportation at the last moment and incur additional inconvenience and expense.
What is even more concerning is that the operator and the driver gave contradictory information, while the customer support mechanism failed to provide any meaningful assistance when it was actually required. Receiving a call from the driver at 4:00 AM, several hours after the scheduled departure time, asking why I had not boarded the bus, despite the circumstances narrated above, is highly unreasonable.
Passengers cannot be expected to wait indefinitely at the last moment without any information and then be blamed for not boarding a bus when the operator and driver themselves had failed to provide clear and timely information.
The manner in which this matter has been handled has caused me considerable inconvenience, distress, loss of time and additional financial expenditure. It also raises serious concerns regarding the manner in which passengers and consumers are being treated.
I therefore request redBus to take immediate action, process the complete refund without any further delay, and address the additional inconvenience and expenditure caused to me due to the failure of the booked bus service and the inadequate response from customer support.
I expect a proper written explanation regarding the failure of the bus service, the contradictory information provided by the operator and driver, the lack of timely communication, and the subsequent failure of customer support to resolve the issue.