Disgusting Customer Service

Firstly I booked to travel from Cape Town to Johannesburg on your Dreamliner service. On arrival at the bus terminal, I was shocked to see that the bus had been switched out for a Citiliner. I had paid for the more expensive option due to a health condition that does not allow me to travel I am unable to travel packed as sardines as it makes it extremely difficult for me to breathe. I suffer from COPD, which is a lung disease.

The bus left the terminal just after 19:00 and at 02:00 the bus broke down in the middle of the Karoo. I received an SMS at 02.06 am advising me that Management was aware that we had broken down and that they were working on a solution. At 02.16 am I received another SMS advising me that the bus had broken down due to a mechanical failure and that the mechanic was plus / minus 45 minutes to 1 hour away. At 04.56 I received another SMS stating that AJ Transport was coming to rescue us and take us to Beaufort West where we would connect with another bus to take us on to Johannesburg.

THAT WAS THE LAST COMMUNICATION WE HAD FROM YOUR COMPANY.

Thirteen hours later we were still sitting stranded in the middle of the Karro, with no water, and no food in temperatures exceeding 46oC. Toilets that were overflowing long before we had reached this point of our trip. Several people had illnesses including myself that were life-threatening. As I have mentioned, I have COPD, there was a diabetic, a pregnant woman, people with heart disease, and several small children and babies on board. For over 9 hours we did not receive any updates from your offices.

When the mechanic arrived, he managed to repair and we started our trip over again. 20 minutes into this we saw smoke coming from the bus and were advised by the mechanic who was following us that the bearings had ceased. rather than pulling over to the side of the road again, we traveled at low speed to the next stop.

I find your company to be totally not committed to your customer, all the sms's received by us were total lies and there was no consideration for passenger and your drivers safely. Utterly disgusting service all around.

I like all the other passages demand our tickets to be refunded in full for this trip failing which I will be going to social media hellopeter and any other websites I can find to complain and tell the public about the service and reliability of Greyhound. Some of the passages have already contacted some of the news agencies.

Your terms and conditions that we have to acknowledge as having read while booking our tickets have NO mention of a 21 working day policy for refund of tickets. I have just canceled my return ticket with your bus service to be told that there are new T&Cs that state 21 working days for refunds. I did not agree to this and demanded my refund of both legs of the trip be refunded immediately. You are very quick to take the money, now refund it as quickly. Your new T&Cs are not on your website (I have a printed copy) and therefore these are the T&Cs that I am bound by.

Should I not receive a full refund for both legs of the trip by Friday, I will be taking this matter further.

I am utterly disgusted and disappointed in your customer service!