TOTALLY UNACCEPTABLE

Good morning, I recently travelled on Greyhound and would like to bring the following to your attention:

1. My bus was meant to leave on the 10th December at 12.25, I eventually got onto the bus at roughly 17:30, this is 5 hours later and only after receiving 1 sms advising that the bus is going to be late. Myself and my fellow passengers has to sit on the side of the road in the heat of the day as we were told to wait at our collection point. I understand that busses break down, but the lack of communication is unacceptable.

2. When coming back to Cape Town, again the bus was late, this time 3 hours late, but no sms notification was received. Instead of a Greyhound bus a Citiliner was sent...I wasn't going to get on this bus as it wasn't a Greyhound bus, however, I did go and ask if they knew anything about the Greyhound bus and the driver told me that the Citiliner was the replacement bus. The lack of communication once again is unacceptable.

3. As per my attached ticket you will see that I paid for a Greyhound bus for both trips, the Greyhound prices and the Citiliner prices are some what different and I refuse to pay for Greyhound ticket when I was forced to sit on a Citiliner. The Citiliner did not have the some luxuries as the Greyound bus, please see below comparison:

* The Citiliner did not have the same leg space between seats * The Citiliner did not have a foot rest * The seats itself were not as comfortable as the seats on the Greyhound * The aircon was not working * There was no charge points to charge my phone etc * The toilet was not sealed correctly and caused a rather awful smell throughout the bus which was exasperated by the fact that the aircon was not working * I lost count to the amount of coackroaches that ran past me * The bus was dirty and definitely not well maintained / looked after, there was a Crack in the front panel of the bus which had been tapped. * The Citiliner could not handle the potholes as efficiently as what the Greyhound could, the Citiliner hit the potholes in such a way that the bus felt like it aquaplained. The Citiliner bus driver then decided to drive on the opposite side of the road in order to avoid potholes and this in itself is unacceptable.

When I left Cape Town on the Greyhound and arrived at my destination some 20 hours later, I felt refreshed and relaxed, however when I came back to Cape Town on the Citiliner, every inch of my body was in pain, I was dirty and exhausted.

I expect Greyhound to refund me the Greyhound ticket price and only charge me the Citiliner liner asking price.

Kind regards

Sharon