Pathetic Service

Intercity Express bus

I have had the worst experience in my life with your company and I am very discussed with how you guys treat people. We booked tickets on the 29th of June to catch the Intercity Express Luxury liner bus on the 1st of July from Lakeside Mall Benoni I confirmed that this bus has a toilet on board as my son has a condition that he needs the toilet every 20min. I also confirmed how many passengers it takes as I did not want a over crowded bus. So my bus was to arrive at 8:45PM on the 1st of July I was at the bus stop waiting in the cold myself my wife my 1 year old daughter, 3 year old Son and my 7 Year old daughter. I phoned the offices at 8:40pm to confirm if the Bus will be on time as to then a lady by the name of Patricia answered and said she will find out and get back to me 10 minutes later she never called me back I called and she said she can not get hold of the bus and will call me back i waited another 10 minutes and still no call back I then phoned again and still she could not tell me the where abouts of the bus, I called again in 10 minutes later where Koleka picked up and the same happened several times after that only difference was Koleka was totally confused and unaware of how to respond, only at round about 21:45pm after phoning out R60 airtime to your offices was I informed that our bus was not coming and has been standing in a workshop I was very upset with this as you where aware of this earlier and dis not make us aware of this so we can make alternate arrangements for our conditions only after I made a fight about it was all the passengers made aware via sms at 22:00pm we where to be put on a totally different bus. So this got even worse this bus was one that takes 70 passengers not 50 passenger as per luxury liner couch this bus did not have a toilet very important !!! This bus only came 22:35 my kids where freezing to death in the cold while waiting for the busy that was already 2 hours late i have video footage where they where crying of the cold my 1 year old has now got a cold because of this. My wife and son had such a big pee that they could not hold it and no where to pee as this was also not safe this time of the night at this station. Once the bus stopped there i informed the driver Dumi that my wife and son can not hold there pee anymore he still then asked me how urgently do they need to go and told him urgently so he said ok will stop in 10Km. So upon this we got onto the bus that was already not our bus that we paid for but a lower class bus that was so packed we had to sit at different places with our kids not just this we paid for my 3 year old son for his own that had to sit on my lap and this was so uncomfortable the whole trip we could not sleep and i had a fight with the guy in front of me that reclined his seat on top of my child there was a big fight and the bus driver and assistant supported the guy because they where all black and we are a white family this was very life threatening to us I did not close an eye the whole way as i had to be careful with this whole situation and the discomfort of my son sitting on my lap that had a bus ticket. This bus was so over crowded everyone was on top of each other and this was already in breech on the level 4 regulation of only carrying 70% of passengers capacity (Video and photo) confirmation is available. So back to the beginning of my son and wife that could no longer hold in their pee the driver said within10km he would stop from the pickup site which never happened almost in Villiers and about an hour later when my wife begged me please she needs to go and has pains she can not hold anymore and my son crying he can not hold anymore I had to try and get to the driver thru the crowded bus and with my son on my lap to get to him to ask him again where he said ok and when i walked away they where laughing and making jokes and stopped a half an hour later where my son already wet himself on top of me once again reason why i booked a bus with a toilet.

I am highly discussed with this and mentaly I was exhausted and frustrated.

I want a call from management I want a full refund for bus fare and airtime used as I paid for something i never got and had to deal with a ordeal that mentally made me ill I will never get unto a bus in my life again after this whole ordeal with intercity express bus services