Delaying Refunds

On 4 May 2026 I booked tickets to go from Margate to Jhb. I had to cancel the tickets the following day after the interview I was planning on going to got cancelled.

I sent an email requesting cancellation of my ticket on 5 May 2026 to which it was confirmed in writing that my tickets were cancelled and that I was entitled to a refund. The email communication at the time from Intercity Xpress was that I would receive my refund within 7 - 30 days.

Fast forward to 26 May 2026 I sent an email requesting an update regarding the progress of my refund. I was told I would be reimbursed by today 5 June 2026. Bare in mind, their refund policy along with the Consumer Protection Act states that refunds must be paid back within 30 days but begrudgingly I waited. Today marks the 33rd day and still no refund!

I called customer care and spoke to Nkosinathi who was utterly useless. He was unable to give me a reasonable answer as to why I hadn't been refunded and at one point gave me two different answers in the same sentence. At another point, Nkosinathi told me that refunds from January 2026 were only paid out "last week". By that logic we'd be playing cat & mouse until November 2026, NEVER!!!

When I requested to speak to his superior, I was told they cannot give out the head of finance's number (for whatever reason). I had to hold on the phone for over 5 mins before the lady responsible for finance attended to me. (They probably assumed my airtime would run out).

Once on the phone, I explained how their delay in reimbursing my refund was in contravention of my Consumer Rights she merely snarked that I'd get my money "next week". When I asked, WHEN next week? A committed answer was not forthcoming.

She then proceeded to put me on mute and left the conversation without clarifying a thing! What an absolute disgrace!

I wouldn't recommend this company to my worst enemy. Do yourself a favour and stay away!!!