Formal Complaint: Unacceptable Service - Dirty, Delayed, and Unsafe Eagle Liner Bus

I'm writing to express extreme dissatisfaction and frustration with the appalling service experienced on your bus from Port Elizabeth to Johannesburg on Saturday arriving in Johannesburg, in Midrand on Sunday at 15:15.

We were scheduled to depart at 17:30 and arrived at the bus station at 17:00 to board, but were left waiting for 1.5 hours with no clear communication, finally departing at 19:00. This is unacceptable for a premium service.

Furthermore, the bus was filthy - a far cry from the standard expected for a R1100 ticket. The condition of the vehicle was a serious letdown and posed potential safety concerns.

To compound matters, the trip was further marred by the driver's failure to ensure adequate fuel. After passing several petrol stations, it was discovered that the bus was running on fumes, necessitating a stop at a truck depot to refuel. Upon arrival in Johannesburg, we were informed that the bus lacked sufficient diesel to continue to Midrand and Pretoria, forcing the driver to fetch a different bus from the depot. Notably, there were multiple Premier Class buses available at the depot, yet we were transported in a local bus, which was clearly not roadworthy.

This series of events raises serious concerns about Eagle Liner's prioritization of profit over passenger safety. The use of substandard vehicles and inadequate planning is unacceptable, particularly given the risks associated with bus travel.

I request a thorough investigation into this matter and a full refund for the inconvenience and distress caused. I expect a response regarding actions taken to address these issues.

In light of the severity of these issues, I will be escalating this complaint to the MEC of Transport in Gauteng, seeking their intervention to ensure that Eagle Liner prioritizes passenger safety and adheres to industry standards.

Booking details: - Date: 03 January 2026 - Route: PE to JHB - Departure time: Supposed 17:30, actual 19:00 -Arriving Time: 15:15, Midrand

Sincerely, Miss Janice Makoppa