Safety Negligence & Unfair Refund Denial – RedBus / Kohinoor Travels / Case - 32515361

C

cryshnon

New member
Company Name
RedBus
Website Name
RedBus.in
Customer Care Number
9945600000
Loss Amount
5000
Ratings
1.00 star(s)
Opposite Party Address
Indiqube Leela Galleria, 5th Floor, #No 23, Old Airport Road, HAL 2nd Stage, Kodihalli Village, Varthur Hobli, Ward No: 74, Bengaluru, Karnataka - 560008
I am filing this complaint regarding a severe case of service failure, negligence, and endangerment of passenger safety in relation to my bus booking made through RedBus.

Journey Details:

  • Route: Katoria to Siliguri
  • Date & Time: 28th April, 00:30 hrs
  • Operator: Kohinoor Travels
  • Booking Platform: RedBus
  1. I had booked this ticket after extensive research across multiple platforms. Despite being the highest fare option (Rs 1600), I chose this bus specifically for comfort due to my medical condition and the need to travel with luggage without hassle.

    Sequence of Events:
    1. Prior to the journey, multiple attempts to contact the operator were either ignored or met with vague responses such as “I will tell you,” with no follow-up.
    2. On the day of travel, at approximately 7 PM, I received a call from the driver asking me to travel to Deoghar (40 km away) for pickup, stating that there were insufficient passengers at Katoria and they did not want to divert the bus. This is completely unacceptable as the booking had been made 3 days in advance, and route planning is the operator’s responsibility.
    3. Upon refusal, I was later informed that an alternate bus would pick me up from Katoria. I explicitly confirmed:
      • Pickup location
      • Bus type (single sleeper)
      • Contact details of the alternate driver
    4. I arranged private transport at significant cost from a remote location (12 km away) to reach the pickup point by 11 PM. This required prior coordination due to lack of transport availability.
    5. The alternate driver displayed complete lack of coordination:
      • Gave inconsistent instructions regarding location
      • Failed to stop at the agreed pickup point
      • Later claimed I should have “run onto the road” to stop the bus
    6. Shockingly, I was informed that the bus was from “Shivam Travels,” which was never disclosed earlier. This constitutes misrepresentation of service. I had specifically avoided this operator due to poor ratings.
    7. Expecting a passenger to identify and stop a moving bus on a highway at night is not only unreasonable but extremely dangerous. In low visibility conditions, it is impossible to distinguish between buses and heavy vehicles such as trucks.
    8. Due to the operator’s failure:
      • I was stranded at a remote highway location from 11 PM to 7 AM (8 hours)
      • There was no shelter, assistance, or alternate arrangement
      • This posed a serious personal safety risk
    9. Additionally, the booking included Acko insurance coverage. Since I was unable to board the assigned bus due to operator negligence, the insurance became effectively invalid, exposing me to further financial and physical risk.
    10. I incurred significant additional expenses including:
    11. Emergency transport to Deoghar
    12. Hotel accommodation
    13. Porter charges
    14. Food and basic survival expenses
    15. My onward travel plan to Siliguri was completely disrupted, including loss of advance paid for accommodation.
  2. RedBus Response:

    Despite providing clear evidence including:
    • Live tracking showing bus bypassing pickup point
    • Call logs with drivers and operator
    • Communication attempts
  3. I was offered a mere ₹500 refund, which is unacceptable and insulting given the gravity of the situation.

    This case clearly constitutes:
    • Deficiency in service
    • Gross negligence
    • Unfair trade practice
    • Endangerment of passenger safety
    • Misrepresentation of service (change of operator without disclosure)
  4. Relief Sought:

    I request:
    1. Full refund of ticket amount
    2. Reimbursement of all additional expenses incurred
    3. Compensation for mental harassment, physical distress, and safety risk
    4. Appropriate action against the operator, including blacklisting to prevent future incidents
  5. Enclosures:
    1. Route tracking showing bus bypassing pickup point
    2. Call logs with operator and drivers
    3. Communication records with RedBus
    4. Proof of additional expenses incurred
  6. I request urgent resolution, failing which I will pursue further legal remedies.

    Sincerely,
 
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