HORRIBLE SERVICE

Citiliner/Greyhound I am writing to express my deep dissatisfaction and serious concern regarding the experience I had on your recent service to Durban. My schedule time was 10h15 and ETA was 17h25. The bus arrived 2 hours and 30 minutes late without any explanation or communication from your team. Upon arrival at the Durban station, passengers were not dropped off in a safe location and were left outside the gate, exposed and vulnerable. We were forced to offload our own luggage, with no assistance from staff. I personally fell and sprained my leg during this process. I and other passengers were at serious risk, with one incident nearly escalating into a mugging due to the unsafe drop-off conditions. This experience was completely unacceptable, and no customer deserves to be treated with such disregard for their safety, time, and wellbeing. I have never experienced such poor service in all my years of traveling. I also urge you to reflect on how Intercape and Big Sky manage similar services — their professionalism and concern for passengers are miles ahead compared to this experience.