Disgraceful and Humiliating Service

Letter of Complaint: Disgraceful Experience It is with a huge degree of frustration and desperation with which I write this letter. If past experience is anything to go by I will not expect the courtesy of an answer, or even an acknowledgement, however I would be happy just to have you read and take note of the concerns expressed. On 23 March 2018, I travelled with the Greyhound Bus Dream Liner from Johannesburg to Bloemfontein for Business purpose. The bus was scheduled to depart from Johannesburg at 15:30 on the 23 March 2018 and arrive in Bloemfontein at 22:10 the same day. I was booked as a programme director in one of the events in Bloemfontein which I had to be there at 23H00 the same day. The bus left Johannesburg as scheduled and did its routine stops in all designated stops on time. The matter arouse when the bus reached the Town called Theunissen in the Free State, the a hostess announced that they received and instruction from the Head Office that the bus should return back to Welkom town to collect the passenger who basically arrived late after the bus had left.. We tried to dismiss and reject the instruction or the announcement by the onboard staff and requested that the bus should not go back to Welkom. The staff onboard seemed to be intimidated by the call from head office and on the phone was a gentlemen by the name of “Herbett”, we requested to talk to the gentlemen to explain our position and reasons we refused the bus to turn back, unfortunately Herbett was not friendly and not understanding at all. He hanged up a phone on us on several attempts leaving us more desperate and humiliated. He was indeed rude. Therefore the bus turned back to collect a passenger who arrived late for departure. The most annoying and strange fact is that the passenger did not appear on the list of passengers who were expected to board the bus. The bus delayed our trip with a whole 2 hours which affected my duties and as a result my booking was cancelled as a program director and I experienced a very serious financial loss. I think I can safely say I speak with some degree of experience in the matter, and in particular in the road transport field. I have served in both a uniform capacity as well as a managerial appointment. As a civil servant it was always my policy and that of my colleagues that we serve the government of the day, and in so doing served the people of South Africa. It is my considered opinion that I would be remiss in my duty if the following was not brought to your attention. If one has regard to the Public Transport’s dismal performance over the last few years, one sees glaring, obvious and hugely costly mistakes, mistakes that can only be described as shameful, dangerous and wasteful with regards our precious time and financial resources. Our appalling How on earth do you as a company put laws in place which you yourselves do not adhere to? Let me be the first to tell you since your own staff clearly will not, your service is very bias and inconsistent. A practice which is rife and flourishing, and dare I say growing, and I wonder if your CEO will sit back and do nothing, if he does Greyhound will soon be out of business like SA Road Link. In this instance, if you believe this then perhaps you also believe that the rules your company impose or have outlined are irrelevant. As this letter is intended not only to bring the above to your attention, but also to perhaps try and assist in alleviating the problem, herewith my humble thoughts on the matter. If I could be so bold as to ask that all the information sent regarding these, actually be dealt with. Your Company should not conveniently side step dealing with the issue. Kindly address the issue stated on this letter and further provide written apology for the inconvenience and loss of financial gained and dent caused on my relationship with my clients. If you could possibly point to one area where “self regulation” has actually worked in your company I would be most grateful. Further perhaps while you are there consider the implementation of or revising of contingency measures for situation such as this and appointment of well trained and responsible people to handle such issues, unlike “Herbett”. Below are my travelling details: (Greyhound Dream Liner, Johannesburg to BloemfonteinTB7HTNJU Seat 7C) I do hope that the above gives you some food for thought, and perhaps we can expect your company to take the lead in addressing the issues, which affect us all each and every day. Kind Regards Mr Thapelo Ndlabu **********