Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Intercity Xpress is described by passengers as an operator in deep service distress. Customers consistently report buses arriving hours late or never arriving, refunds outstanding for months, and unanswered emails, calls and WhatsApp messages. A recurring theme is rude driver and call centre conduct, with isolated praise for individual drivers who went out of their way to help passengers.
Top Strengths:
- •Customer Service & Travel Expertise: The strongest area, driven by isolated praise for named drivers such as Bongani Hlakutsa, a driver who cleaned an onboard toilet mid-journey, and agent Mondli who stayed calm under pressure. Most other interactions are described as rude or dismissive.
TrustIndex
1.7
NPS Score
-93
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Intercity Xpress
What do customers say about Intercity Xpress?
Based on recent customer reviews, Intercity Xpress is described by passengers as an operator in deep service distress. Customers consistently report buses arriving hours late or never arriving, refunds outstanding for months, and unanswered emails, calls and WhatsApp messages. A recurring theme is rude driver and call centre conduct, with isolated praise for individual drivers who went out of their way to help passengers.
What is Intercity Xpress's biggest strength?
Intercity Xpress's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Travel Expertise. The strongest area, driven by isolated praise for named drivers such as Bongani Hlakutsa, a driver who cleaned an onboard toilet mid-journey, and agent Mondli who stayed calm under pressure. Most other interactions are described as rude or dismissive.
What are the most common complaints about Intercity Xpress?
The most common complaint about Intercity Xpress, based on Hellopeter's AI analysis of recent customer reviews, is Travel Experience & Reliability. Passengers describe hours-long delays, no-show buses, breakdowns on dark roads, substitutions onto old shuttles without toilets or aircon, urine smells, cockroaches, stolen luggage and one report of an unroadworthy coach with broken wipers.
Is Intercity Xpress trustworthy?
Intercity Xpress has a TrustIndex of 1.7 out of 10 on Hellopeter, based on 189 reviews in the last 12 months. Hellopeter has tracked Intercity Xpress across 863 total reviews. How is the TrustIndex calculated? →
Recent reviews (189)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2025
Total poor service undermining customers
They overbook passengers for buses departing the same time for same Durban destion in the end passengers are kept waiting long periods for buses to arrive. On today's ride from Jhb to Dbn the driver doesn't have money to pay for toll gates after card declined at the first toll gate. A passenger had to step in, paid for two toll gates from Jhb but now we are left stuck at Montrose for more than 1hr since the driver doesn't have money to pay for the next three toll gates to Dbn. The passenger has also not been refunded for the two toll gates he paid for. The driver claims he has been calling his office which is not sending money mean while this bus is fully booked with tickets costing R290 per passenger yet they can't fund a small amount for a one way toll gates.
1 reviews | Active since Apr 2025
Total poor service undermining customers
They overbook passengers for buses departing the same time for same Durban destion in the end passengers are kept waiting long periods for buses to arrive. On today's ride from Jhb to Dbn the driver doesn't have money to pay for toll gates after card declined at the first toll gate. A passenger had to step in, paid for two toll gates from Jhb but now we are left stuck at Montrose for more than 1hr since the driver doesn't have money to pay for the next three toll gates to Dbn. The passenger has also not been refunded for the two toll gates he paid for. The driver claims he has been calling his office which is not sending money mean while this bus is fully booked with tickets costing R290 per passenger yet they can't fund a small amount for a one way toll gates.
1 reviews | Active since Sept 2013
****roach-Infested Bus Before Departure — Intercity Express Still Refused My Refund
I would strongly advise anyone considering travelling to Limpopo with Intercity Express to reconsider. The company's website and the exterior appearance of its buses create a professional impression, but my experience once I boarded the bus was completely different. I boarded the bus and took my seat while waiting for it to depart. Before the journey had even started, I began noticing ****roaches and other bugs around the seating area. Some were crawling on and around me, while others were moving towards passengers' belongings. I found myself constantly scratching and became extremely uncomfortable and disgusted by the conditions inside the bus. The infestation was so severe that I decided to get off the bus before it departed. I therefore never travelled with Intercity Express on that trip. This was particularly upsetting because I had planned to travel to Limpopo to attend the funeral of a long-time childhood friend. Instead of being able to continue with my journey, I had to abandon the trip because I could not reasonably be expected to sit for hours in a bus that appeared to be heavily infested with pests. I had paid for a return ticket and requested a refund because I did not use the service at all. Despite explaining what had happened, Intercity Express refused to reimburse me and did not provide any meaningful assistance. What concerned me further was their response that the bus would simply be cleaned. Given the extent of the infestation I witnessed, ordinary cleaning is not an adequate response. A bus in that condition requires proper pest-control treatment and fumigation before passengers are expected to use it again. I find it unacceptable that a passenger can board a bus, encounter such unhygienic conditions before departure, decide not to travel because of those conditions, and then still be refused a refund. I expected Intercity Express to investigate the matter properly, apologise for the inconvenience caused, address the condition of the bus, and refund the fare for a service that I was unable to use because of the condition of their vehicle. Based on my experience, I cannot recommend Intercity Express unless the company urgently addresses the hygiene and pest-control conditions of its buses and improves the manner in which legitimate passenger complaints and refund requests are handled. Disgruntled Customer Ticket Number: ***
1 reviews | Active since Sept 2013
****roach-Infested Bus Before Departure — Intercity Express Still Refused My Refund
I would strongly advise anyone considering travelling to Limpopo with Intercity Express to reconsider. The company's website and the exterior appearance of its buses create a professional impression, but my experience once I boarded the bus was completely different. I boarded the bus and took my seat while waiting for it to depart. Before the journey had even started, I began noticing ****roaches and other bugs around the seating area. Some were crawling on and around me, while others were moving towards passengers' belongings. I found myself constantly scratching and became extremely uncomfortable and disgusted by the conditions inside the bus. The infestation was so severe that I decided to get off the bus before it departed. I therefore never travelled with Intercity Express on that trip. This was particularly upsetting because I had planned to travel to Limpopo to attend the funeral of a long-time childhood friend. Instead of being able to continue with my journey, I had to abandon the trip because I could not reasonably be expected to sit for hours in a bus that appeared to be heavily infested with pests. I had paid for a return ticket and requested a refund because I did not use the service at all. Despite explaining what had happened, Intercity Express refused to reimburse me and did not provide any meaningful assistance. What concerned me further was their response that the bus would simply be cleaned. Given the extent of the infestation I witnessed, ordinary cleaning is not an adequate response. A bus in that condition requires proper pest-control treatment and fumigation before passengers are expected to use it again. I find it unacceptable that a passenger can board a bus, encounter such unhygienic conditions before departure, decide not to travel because of those conditions, and then still be refused a refund. I expected Intercity Express to investigate the matter properly, apologise for the inconvenience caused, address the condition of the bus, and refund the fare for a service that I was unable to use because of the condition of their vehicle. Based on my experience, I cannot recommend Intercity Express unless the company urgently addresses the hygiene and pest-control conditions of its buses and improves the manner in which legitimate passenger complaints and refund requests are handled. Disgruntled Customer Ticket Number: ***
1 reviews | Active since Feb 2026
Dear Customer Service Team and Management, I am writing this letter to formally express my extrem...
Dear Customer Service Team and Management, I am writing this letter to formally express my extreme frustration regarding the unacceptable delay in processing my refund of R1,280.00 for bus tickets purchased for travel on 8 July 2026 and 12 July 2026 (Scottburgh to Benoni, Reference Numbers: *** and ***). I have been fighting to get my money back since July. It is now October, and R1,280.00 is far too much money for me to just let go. The runaround I am receiving has become completely ridiculous. This week alone, I have called your line 4 times. Today, yet another consultant answered and claimed she "could not allocate my refund" and demanded that I provide my banking details yet again. I have already submitted my banking details over 100 times to different consultants. Every week I promise that the money will be in my account "by Friday," but countless Fridays have passed with zero response and no payment. I am tired of this nonsense, please action.
1 reviews | Active since Feb 2026
Dear Customer Service Team and Management, I am writing this letter to formally express my extrem...
Dear Customer Service Team and Management, I am writing this letter to formally express my extreme frustration regarding the unacceptable delay in processing my refund of R1,280.00 for bus tickets purchased for travel on 8 July 2026 and 12 July 2026 (Scottburgh to Benoni, Reference Numbers: *** and ***). I have been fighting to get my money back since July. It is now October, and R1,280.00 is far too much money for me to just let go. The runaround I am receiving has become completely ridiculous. This week alone, I have called your line 4 times. Today, yet another consultant answered and claimed she "could not allocate my refund" and demanded that I provide my banking details yet again. I have already submitted my banking details over 100 times to different consultants. Every week I promise that the money will be in my account "by Friday," but countless Fridays have passed with zero response and no payment. I am tired of this nonsense, please action.
1 reviews | Active since Feb 2023
Failure to pay refunds
Worst travel company ever, they have not refunded me rightful funds after 60 working days! Yet their refund policy says 21 working days! I don't want to mention their staff, they are so unprofessional and seems like they don't know what they are doing!!!! Complete nonsense
1 reviews | Active since Feb 2023
Failure to pay refunds
Worst travel company ever, they have not refunded me rightful funds after 60 working days! Yet their refund policy says 21 working days! I don't want to mention their staff, they are so unprofessional and seems like they don't know what they are doing!!!! Complete nonsense
1 reviews | Active since Oct 2026
Disgusting service
I've canceled my tickets about over 31days and still haven't received my money back called customer care asked to speak with Dikeledi the manager for over 2weeks and no answer or assistance in this regard.. I'm really not satisfied with their service not at all.... Disgusted
1 reviews | Active since Oct 2026
Disgusting service
I've canceled my tickets about over 31days and still haven't received my money back called customer care asked to speak with Dikeledi the manager for over 2weeks and no answer or assistance in this regard.. I'm really not satisfied with their service not at all.... Disgusted
1 reviews | Active since Oct 2026
A Total Disaster and Waste Of Money
THE WORST TRAVEL EXPERIENCE EVER! We have been travelling since 8:00 AM, and the bus has broken down and become stranded three times already, with absolutely no assistance from the company. No updates, no calls, and no one taking responsibility for the situation. What makes this experience even worse is the customer service. Every time we contact customer care to report what is happening, the consultants simply tell us that the bus is moving, without even contacting the driver to verify the situation. How can you provide such poor service to paying customers who are stranded and relying on you for assistance? This is completely unacceptable. Our time, money, comfort, and safety should matter to your company. Instead, we are left frustrated, uninformed, and wondering when we will reach our destination. I deeply regret spending my money on this bus service. This is not the level of service paying customers deserve, and I would not recommend this company to anyone based on this experience. I expect the company to take accountability, provide a proper explanation, and address this matter urgently. Customers deserve better!
1 reviews | Active since Oct 2026
A Total Disaster and Waste Of Money
THE WORST TRAVEL EXPERIENCE EVER! We have been travelling since 8:00 AM, and the bus has broken down and become stranded three times already, with absolutely no assistance from the company. No updates, no calls, and no one taking responsibility for the situation. What makes this experience even worse is the customer service. Every time we contact customer care to report what is happening, the consultants simply tell us that the bus is moving, without even contacting the driver to verify the situation. How can you provide such poor service to paying customers who are stranded and relying on you for assistance? This is completely unacceptable. Our time, money, comfort, and safety should matter to your company. Instead, we are left frustrated, uninformed, and wondering when we will reach our destination. I deeply regret spending my money on this bus service. This is not the level of service paying customers deserve, and I would not recommend this company to anyone based on this experience. I expect the company to take accountability, provide a proper explanation, and address this matter urgently. Customers deserve better!
1 reviews | Active since Jul 2021
Extremely dissapointed with the service received
I am extremely disappointed with the service provided by Intercity Xpress on the Elim to Johannesburg Midrand route. The bus was completely full, and I was left standing with a baby, despite having paid for a service that should provide a safe and comfortable journey. This is unacceptable and completely unprofessional. How can a bus company sell tickets without ensuring that every paying passenger has a proper seat? Travelling with a baby is already challenging, and being forced to stand under these circumstances is unfair and unsafe. I paid for this service and deserve better. I am requesting a full refund because the service provided was not what I paid for. I expect Intercity Xpress to take responsibility for this experience and resolve the matter urgently. I would not recommend this service to anyone if this is how paying passengers are treated.
1 reviews | Active since Jul 2021
Extremely dissapointed with the service received
I am extremely disappointed with the service provided by Intercity Xpress on the Elim to Johannesburg Midrand route. The bus was completely full, and I was left standing with a baby, despite having paid for a service that should provide a safe and comfortable journey. This is unacceptable and completely unprofessional. How can a bus company sell tickets without ensuring that every paying passenger has a proper seat? Travelling with a baby is already challenging, and being forced to stand under these circumstances is unfair and unsafe. I paid for this service and deserve better. I am requesting a full refund because the service provided was not what I paid for. I expect Intercity Xpress to take responsibility for this experience and resolve the matter urgently. I would not recommend this service to anyone if this is how paying passengers are treated.
1 reviews | Active since Sept 2021
********* Business
I wish to lodge a complaint as we are still waiting for our Refund for a cancelled ticket by the bus company (Eagle Liner). We made a online payment on the 26th of July 2026. They have a finance backlog repeatedly cited to me when I call to follow up. There is no direct supervisor to contact when asked to speak to a supervisor, they are always on lunch.
1 reviews | Active since Sept 2021
********* Business
I wish to lodge a complaint as we are still waiting for our Refund for a cancelled ticket by the bus company (Eagle Liner). We made a online payment on the 26th of July 2026. They have a finance backlog repeatedly cited to me when I call to follow up. There is no direct supervisor to contact when asked to speak to a supervisor, they are always on lunch.