Formal Complaint – Violation of Senior Citizen Passenger Rights and Service Failures

Dear Sir/Madam, I am lodging this formal complaint under the Consumer Protection Act 68 of 2008 (CPA) and the Older Persons Act 13 of 2006. My uncle, a senior citizen (60+), travelled with Big Sky Intercity on 25 November 2025, boarding the Kokstad–Cape Town service. 1. Failure to Grant Senior Citizen Discount Despite presenting valid ID showing he is a senior, my uncle was charged full fare. Big Sky Intercity’s own policy offers a 15% senior discount for passengers aged 60 and above on inter-city services. Under the CPA, senior citizens are classified as “vulnerable consumers” and protected against unfair pricing and **************. Demanding full fare is unfair, discriminatory pricing. [bigskyinte...city.co.za] [repository.up.ac.za] 2. Misleading Departure and Arrival Times

The ticket stated departure from Kokstad at 08:30, but was rescheduled to 09:00 via SMS—without explicit mention or consent. Re-scheduling at such short notice placed my uncle’s health at risk. The advertised arrival time in Cape Town was 25 Nov ’26:30, but in fact the bus only arrived on 27 November 2025 at 06:00. This 33½-hour delay, with no communication or reason provided and no apology or compensation, exemplifies irresponsible and misleading service under CPA sections related to fair marketing and consumer expectations. [repository.up.ac.za]

3. Lack of Reasonable Accommodation or Support Despite his known health conditions, no support was offered—no apology, no meals, no accessible assistance on board. This neglect shows disregard for his welfare and dignity and breaches the obligations under the Older Persons Act to treat senior citizens fairly, respectfully, and with dignity. [rambuda.co.za], [sahrc.org.za] 4. Broader Legal Protection of Senior Citizens

The CPA guarantees equality, non-**************, and fair, responsible marketing—especially for vulnerable consumers such as seniors. [repository.up.ac.za] The Older Persons Act and Older Persons Charter confirm the right of older persons to safety, dignity, respect, and fairness in all services—including transport. [rambuda.co.za], [age-in-action.co.za]

Demands and Remedies

A written apology acknowledging the failures and distress caused. A refund of the full fare, along with the 15% senior discount. Adequate compensation for both the substantial delay and the lack of basic care or communication. A clear statement of which values and customer service principles Big Sky Intercity upholds—specifically how they apply to senior citizen travellers—and which were neglected in this instance. A commitment to implement correct procedures for senior travellers, including:

Automatic grant of senior discounts, Reliable communication of scheduling changes, Basic provisions (meals, assistance, timely updates), Special considerations for health-related vulnerabilities.

Failure to address this formally and adequately will leave me no choice but to escalate this complaint to:

The National Consumer Commission, under the CPA The SA Human Rights Commission, under the Older Persons Act and Constitution Relevant departments of Transport, for non-compliance with public-interest obligations

I request a written response within 7 business days.