Severely Misrepresented Recommended Service, No-Show Bus, Unsafe Conditions – Avoid Busbud

I booked an intercity coach through Busbud (FF Gertse Intercity – Bellville to Johannesburg). The service delivered was nothing like what Busbud advertised and was one of the worst travel experiences I’ve ever had (minus 5*)

1. The scheduled bus never arrived

The 15:20 coach simply did not show up. For 5 hours we were told “slight delay,” only to be moved without explanation onto a much later bus with no refund option.

2. Replacement bus was not the advertised intercity coach

Busbud listed:

fully reclining seats

onboard toilet

air-conditioning

long-distance comfort

What we received was a substandard inner-city bus:

no toilet

no proper air-con

no reclining seats

overcrowded and uncomfortable for a 17-hour journey

This is blatant misrepresentation.

3. Forced roadside toilet break

Because there was no onboard toilet, passengers — including women and children — were forced to relieve themselves at the roadside in full public view in contravention of public decency, road safety, and municipal bylaws. This was humiliating and completely inappropriate for a “recommended” intercity service.

4. Loud music blaring all night, no sleep possible

The drivers played extremely loud music throughout the night. Repeated requests from passengers were ignored, making it impossible to rest on an already exhausting journey.

5. Additional luggage fees not disclosed

Passengers (us) were charged extra at departure for luggage, despite this not being specified at booking.

6. Zero support from Busbud

Contacting Busbud by email support resulted only in automated Chester AI replies misinterpreting the issue twice as a cancellation or failed booking request. No human assistance, no escalation and no accountability.

This was a complete service failure.

Busbud cannot promote an operator as most “recommended” when the advertised service is not delivered, the scheduled bus doesn’t arrive, passengers are treated without dignity, and basic safety and comfort standards are ignored.

I am requesting a full refund and strongly urge Busbud to stop listing this operator until these issues are resolved. Passengers deserve truthful listings and minimum safety standards.