Complaint

Good day

I am Nokukhanya Phakathi a proud supporter of your buses and have been using them as long as I can remember to commute from Johannesburg to Durban.

I would like to report an incident that occurred on Friday night (05/12/2021) when our bus 161 was scheduled to leave at Park station 11pm and arrive at Durban station at 7:30am the following morning.

I was traveling with a minor and our reference numbers are as follows ***AT194 and ***ZI569.

Due to the delay of the buses and strike on the N3 all our times were delayed and that was understandable.

What I don’t understand is that once our bus came and this was at 1:05am. We were given a bus that could not even cover 2KMs outside of park station. Imagine waiting all that time then we were given a bus that could not even make it to the freeway. Mind you the weather is bad and some of us are traveling with minors and there was no consideration what’s so ever.

I would like to applaud the drivers for looking out for safety. However the service we both received from your guys customer care and engineers is absolutely appalling. Every time we the drivers would restart the bus it would slant to the left and slow down to a halt. Luckily we where able to make it to a nearest garage where we waited for either the bus to be fixed or a new bus to be sent out.

During the time we waiting we had called customer care to report issue and was given rude remarks or at often the call would be put on a long hold and also dropped. Imagine not knowing what’s happening and non of your agents had any empathy of the situation.

So from the time the bus came and picked us up and the time we spent sitting at the garage station. Only at 4am where we allocated a new bus. 4:00am!!!!!!! YOU TELL ME HOW WOULD ONE HAVE FELT AT THAT POINT KNOWING VERY WELL THAT YOUR PRICES SPIKED UP AND HAVING TO UNDERSTAND TO WAIT FOR BUSES TO ARRIVE DUE TO DELAY AND NOT HAVING TO BE PRIORTISED IN THAT MOMENT.

Intercape You are the worst at this point. Our choice for your buses was that they were convenient and safe and road worthy.

I would like this matter to be escalated and would appreciate compensation. A lot could have gone wrong and I would have lost my life and my daughters.

The crazy part is that I still chose your buses for my return to Johannesburg on Sunday night.

I think you are aware that you don have direct competition and are bluntly taking advantage of us.

This ends here.

Regards,

Nokukhanya Phakathi

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