Horrible

I had booked two tickets: one from Johannesburg to Polokwane on Friday, scheduled to depart at 08:30, and a return ticket from Polokwane to Johannesburg, scheduled to depart at 09:30 on Sunday.

Incident 1 – Friday, Johannesburg to Polokwane:

I arrived at Park Station around 08:20, but the bus was late and only arrived around 09:00. Upon boarding, we were informed that this was not our scheduled bus and had to disembark in Pretoria to transfer to another vehicle. The bus was overcrowded with passengers standing, and eventually, it broke down. We waited for nearly two hours before the replacement bus arrived around 11:00. As a result, my expected arrival time in Polokwane of 14:30 was delayed until 16:00.

Incident 2 – Sunday, Polokwane to Johannesburg:

The bus was on time at the Thabo Mbeki stop and initially seemed fine. However, approximately 10 km before Modimolle, it was discovered that the bus driver had not properly secured the luggage, causing several passengers’ bags, including mine, to fall out. The driver did nothing to assist; instead, three passengers had to retrieve our bags. My belongings were scattered, resulting in:

* A torn and ruined bag

* Dirty shoes

* Broken perfumes, with one missing entirely

* Electronics and hair equipment no longer functioning properly

Additionally, the driver was rude to my mother when she called for updates, refusing to provide his name or bus number and insisting everything had been submitted to the head office, despite no follow-up call being received. Later, the bus broke down again, causing a further two-hour delay.

This is completely unacceptable. In just three days, I experienced two extremely poor journeys, significant delays, and damage to personal belongings. The lack of professionalism from the driver and the inadequate handling of luggage and communication reflect very poorly on your company.

I request full compensation for the damage to my bag and belongings, and I urge you to address these service failures to prevent similar incidents in the future. I also expect a formal response regarding the actions you will take in response to this complaint.