Bad Customer Service

I wrote an email to Citiliner & Greyhound days ago & no one as bothered responding to my complaint. Below is the email & the details of my complaint:

I am writing this to express my disappointment & dissatisfaction at the service we received this past weekend from 2 different coaches that we used.

My sister, T Makupula, traveled from Cape Town on Friday, the 01st of December 2017 . Her ticket Ref Number was B42QY8BZ. She was supposed to attend an interview for her in service training in Kokstad on Saturday at 7 as the person who was sent to interview her in Kokstad from Johannesburg had an appointment with her for 7 am on Saturday & was going to leave for Durban at 8:30 to interview other candidates. Firstly, Let me bring this to your attention, The bus arrived in Kokstad at 9am. This is a coach that was supposed to arrive at 05 am. The lady left for Durban and as a result my sister missed that interview and had to come to Johannesburg for it.

as if that was not enough, we were booked in a bus to Johannesburg for Saturday night, Ticket Ref numbers TBYM62CS & TBYM62BT. Initially, i had booked for my one sister & I to go back after our little sisters interview. We went to Kokstad to board the bus to Johannesburg so she could be interviewed on Sunday morning as Monday was supposed to be their first at work. We got to Kokstad & the bus was scheduled to leave at 19:45, The bus was not there at the bus stop. We drove around, even got assistance from the Police to look for the bus, we could not find it until 20:00 when we decided to go to Mount Currie inn at Wimpy & we were told the bus passed there about 30 minutes ago. Before all this, i had called the call center & spoke to Siphiwe who was of great assistance to me. Siphiwe called the driver & later informed me that the bus had left but he did not know who was at fault or why the driver did not make an effort to inform us that he was leaving though he had the list of passengers and was fully aware we weren't in the bus. This was very frustrating as we are not from Kokstad but was requested to go there as Kokstad is not very far from Durban where the lady was conducting other interviews.

we were then asked to follow the bus to umzimkhulu,which is roughly about 100 kilometers from where we were. My mom is 58 years old & cannot drive at night. I had to speed so much on a narrow road that i almost bumped someone. Now, my concern was the safety of my mother & the expenses we were incurring because of this inconvenience. She had to travel about 200 kilometers, at whose expense? My little sister missed her interview because of the coach that was 4 hours late. What annoys me the most is that they asked for the car description which we gave them, we were told they would wait at Total filling station. We got there there was only one bus which was not even our coach, The drver who was apparently informed to wait for us at Total garage had left us. We asked the other driver & he told us he has to leave we have to go to Shell, This is Umzimkhulu im talking about. This is a place we are not fami**** with & the bus leaves us at the station where it was parked just because they apparently have a tracker & cannot wait 2 more minutes for us to jump in.

We finally got to Shell & when we got there we tried explaining what had happened & asked what time he left Kokstad, his response was ' i will leave you here if you think you are clever'. These buses have a tracker, if you want it we will give it to you'. We quietly went into the bus & left. I had thought id let this go but honestly the treatment we received from these drivers is totally unacceptable, the service we received from the Company as a whole, totally disgusting. I can only hope this email will receive the attention it deserves, i hope it is not going to be one of those emails that do not get a response because you have a broken communication structure. I have never had such an experience with Citiliner, My siblings & I have used your services for more than 7 years now. We park cars & actually take a bus going home but, this has really changed how we view the brand.