Left in the Cold for Hours – No Communication, No Accountability

I am very disappointed with the service I received from City-liner and Greyhound during my recent trip to Durban!

My bus was originally scheduled to depart at 20:00. However, I was later informed that passengers would be combined with the 21:00 group departing from Pretoria. Upon arrival at Johannesburg Park Station, we were directed to a bus, only to be removed shortly thereafter to accommodate passengers booked for a 22:00 departure.

We were then left waiting at the station until midnight without any clear communication or explanation for the delays. Throughout this time, staff members provided inconsistent and conflicting information, and no effort was made to properly assist or reassure passengers.

What was most concerning was that we were not even allowed to remain inside the bus while waiting, and were instead left standing outside in the cold for hours. This demonstrated a lack of regard for passenger comfort, dignity, and safety.

This experience was highly disappointing and distressing. I request a formal explanation for the events that occurred, as well as appropriate compensation for the inconvenience and poor treatment endured.

I trust that you will take this matter seriously and work to ensure that no other passengers have to experience such treatment in the future.