Delayed Trip and Inflexible Terms and Conditions

Delayed Trip and inflexible terms and conditions Dear Big Sky Customer Service Team,

I am writing to express my dissatisfaction with the service I received regarding my planned trip from Port Elizabeth to Durban scheduled for today, 29 December 2025.

At approximately 17:20, I was notified that the bus would be delayed by 1 hour and 25 minutes due to operational issues. This delay is a significant inconvenience, as I have an important appointment to attend in Durban tomorrow, and this delay may affect my ability to arrive on time.

I contacted your customer service centre and spoke with an agent named Lee-ann (as she introduced herself). When I requested her surname, she informed me that she would not provide it, stating that she is the only Lee-ann working there. I found this response unprofessional and concerning, as customers should be able to identify the representatives assisting them.

I explained my situation and asked whether I could cancel the trip and receive a refund, given that the delay was due to operational challenges on the company’s side. I was informed that any change or cancellation would incur an additional administration fee, despite the inconvenience being caused to me as the customer. Unfortunately, the agent was not accommodating and did not appear willing to consider my circumstances.

While I understand that bus operations are subject to terms and conditions, I believe that situations such as these should allow for some flexibility, especially when delays are caused by the service provider. As a customer, this delay may result in me missing an important appointment, which places me at a significant disadvantage, while the company continues to benefit from enforcing rigid policies.

I am disappointed with how this matter has been handled and feel that greater consideration should be given to customers affected by operational delays. I trust that this concern will be reviewed seriously and that Big Sky will consider improving its customer support approach in such situations.

I look forward to your response.

Kind regards, Msimelelo Lose