Urgent Complaint – Unacceptable Service Failure on 16/11/25 (Mfuleni to Century City Route)

Good Day,

I am writing out of complete frustration and disappointment regarding the shocking service I experienced on Saturday, 16 November 2025. I rely on the bus from Mfuleni to Century City for my late shift, and the bus normally departs around 9:00 AM and arrives in my area just after 10:00 AM.

On this occasion, I arrived at the stop at 10:10 AM and waited. By 11:00 AM, there was still no bus in sight. I then contacted your customer service team and spoke to a lady named Hailey (speaking under correction). She informed me that Operations had confirmed a delay, that the bus had departed late, and that it was on its way. Based on this information, I continued waiting.

However, after another 30 minutes with no bus arriving, I called again—only to be told that the Century City service had already reached its final destination and that ALL services for the day were completed. At this point, it was already 12:00 PM, and my shift had begun. As a result, I had to spend additional money to arrange alternative transport AND I arrived 1.5 hours late for work—time I will not be paid for.

What made the situation even worse was the complete lack of accountability or acknowledgment from the agent who took my complaint. She did not reassure me, did not confirm that my complaint had been logged, and showed no understanding of the inconvenience and financial impact this caused.

For a company of your size and reputation, this level of service is unacceptable. I am deeply disappointed, and quite frankly, disgusted by how this situation was handled.

I expect this matter to be taken seriously. I want clear feedback on why the bus did not arrive, why incorrect information was given to me, and what steps your team will take to prevent this from happening again.

I look forward to a prompt and thorough response.

Kind regards,