Disgruntled Consumer

Yesterday my sister booked a trip for my mother, she would be leaving for Midrand from the Durban Station Bus Terminal. The time for departure from Durban would be 9:00pm and as normal one must get to the offices 30 minutes proir their departure time. When I took my mother to the Intercape Offices, to our dismay we found a long que which was for people leaving at 9:00pm. We arrived at 20:30pm at the Intercape Offices but there was already a long que. We had to follow this long que, which came out of their offices and it went around their offices and inbetween the Greyhound and Intercape Office. My mother is a pensioner and she also had to wait in this long que, bare in mind we all had to stand up for the whole duration, we stood on hours on end. We exactly stood for nearly two hours, in that humid and to say the least in the smelly place. No manager was on site to actually try to solve this situation, no one informed us whether we would be able to board the bus or not, there was zero communication from the staff to us. It was heartbreaking to see mothers with their children on their backs waiting in the same long que as us. When the bus finally arrived, this gentleman by name of Terrence Naidoo, who when I asked him what is he here in Intercape, he said he is the manager. That was the first time seeing him around these offices, he surely didn't act like a manager, where he would have to fill us in on why they have delay on buses or why there is a huge line. He only gave us a lousy sorry when I questioned him why we had to wait this long. Please bare in mind, that at the same time there was a bus for 9:30pm and those people were able to leave meanwhile we had to wait. Intercape has a policy where if you arrive late for your bus, then you will be left as the bus has to departure at the required time, fair game. But now what happens when they don't meet their departure time? Is this fair for the consumer, as they have paid for a service that would be rendered at that certain time but now it hasn't been rendered? I write this complaint fuming in anger and that situation can't go unanswered like that! I am requesting for my mothers ticket to be refunded as Intercape failed to meet their requirements.

Here are the ticket details: Ticket Number: ***BR815 Date: 20 December 2019 Time: 9:00pm That ticket number will reveal all of the necessary details.

I will be awaiting Intercapes response.