Bus changes with zero communication

Last week Friday (20 September 2024) I was travelling from Durban to Johannesburg.

Few days before I left, I got a message saying “ Please note, your INTERCAPE bus will leave 30min later and not at 10:30 on 20Sep. For more info, please contact ***“

On Friday, I then got another sms saying “Dear passenger, your Mainliner coach has been changed to a Budgetliner due to Operational reasons. We apologise for the inconvenience .Intercape..”

I got the sms inside the bust already at 13:10 and the bus left at 11:00, that I have been changed to a Budgetliner bus. I laid a complain and the lady assigned referred to the terms and conditions “INTERCAPE reserves the right to revise seat allocations without prior notice and to operate substitute vehicles of a different standard from those advertised should operational requirements or circumstances so dictate”. “Considering the above, there will be no compensation in this regard as a service was rendered and all passengers were notified regarding any changes.” There is a difference between a Mainliner and a Budgetliner, and I bet the prices also differ. It’s sad that I will not be refunded but they were too quick to take my money for the ticket. I called their call centre and they all refer me to write an email, which is not helpful.

Leezan Mackenzie who was assigned to my complaint was so unhelpful and did not bother to try to explain to me the process. Such a horrible service! See me no more buying bus tickets from that company, this is the second time I’ve experienced a horrible service from them. Thee worst!