Greyhound delayed by almost 7 hours & outstanding refund

Dear Mrs. Methebula,

I am writing to you to lodge an official customer complaint. The nature of my complaint is twofold: 1. Almost 7 hour delay on the Greyhound Coach from Grahamstown to Durban; 2. Refund for ticket not yet paid by Greyhound.

1. Almost 7 hour delay on the Greyhound Coach from Grahamstown to Durban: My daughter is currently in possession of a bus ticket to travel from Kimberley Hall (Grahamstown) to Durban, her ticket reference number TCLFPGQH.

All passengers waiting at Kimberley Hall since 08h00 for the bus arrival at 08h50. As at 13h45 the bus had still not arrived. After placing as much as 5 phone calls with Greyhound, I have received conflicting feedback about the status of the bus. Eventually at 14h30 I was told that a Citiliner bus was routed from King Williamstown to transport the stranded passengers.

After a day of waiting on your organisation, my daughter eventually boarded the Citiliner at 15h20, a total wait for her at Kimberley Hall in the sun of 7 hours. I trust you understand that this means her delay was 7 hours! This kind of service is simply unacceptable and shocking to say the least. One would expect Greyhound to have contingency plans to react sooner so that passengers are not inconvenienced.

Please be advised that payment was made for the ticket on a Greyhound coach business class seat. I do expect to be compensated for the 7 hour delay and leaving my daughter to ride on a Citiliner and not a Greyhound Coach.

I have been trying to call you to discuss but your staff do not know where you are. I suggest you give me a call back on my cell number . I am going to lodge written complaint to Hellopeter and make sure that the unacceptable service is reported.

2. Refund for ticket not yet paid by Greyhound: The original ticket purchased and paid for by means of credit card (reference number TCK5Z5TD), leaving Grahamstown on 25th August. I paid for a return ticket, the cost associated for the trip Grahamstown to Durban being R592. This ticket was changed for her to travel a day earlier on 24th August 2018. The call centre operator informed me that a refund would be done for the R592. I then paid an additional R592 for the new ticket booked for 24th August 2018.

I also find it unacceptable that I now need to follow up with you on the refund of my money for the original ticket. Kindly arrange for the refund to my account.

Your urgent feedback is awaited.

Yours truly,

Clint Strydom