Disappointing experience from Intercape Bus Services

I am writing to express my dissatisfaction with the service I recently received from Intercape regarding a booking from Durban to Cape Town for myself and my two sisters. Initially, I made the booking for all three of us (one booking number) but later changed it to a later date for a journey from Cape Town to Pretoria.

After receiving a confirmation email for the changes. I communicated with the Intercape call center because I noticed that the confirmation had my ticket and my name only. The lady who assisted me gave me assurance that the matter will be resolved during checkin.

On the day of departure, I was informed that the change was only app**** to my name, not for my two sisters. This change was made telephonically, and during the call, the lady asked who she was speaking with. I confirmed my name, after which she assumed the change app**** only to me, not my sisters. The staff member on duty listened to the recording and informed me that because I only mentioned my name, the booking change was only valid for me. As a result, I was forced to pay an additional R1,360 on the spot to travel with my sisters. This meant that the money I had already spent on the initial booking was forfeited due to an *********** system.

To make matters worse, Intercape was unable to provide any records to show that my two sisters had departed from Durban, which they did not. This entire experience has left me extremely frustrated and dissatisfied with the level of service provided. I am thoroughly disappointed by this situation and feel that my trust in Intercape has been completely shattered.