Extreme Delays and Unsafe Bus stop

Dear Intercape Customer Service,

I am writing to formally express my dissatisfaction with the service I recently experienced while travelling with Intercape from Vanderbijlpark to Bloemfontein ticket number :***QL573

Our bus was delayed for approximately five hours at the Vanderbijlpark bus stop. During this time, we were left standing in an area with no shelter, no seating, and no proper facilities. Unfortunately, it began to rain, and both passengers and our luggage were exposed to the weather, resulting in our belongings getting wet.

What made the situation more frustrating was that the departure time kept being postponed without clear communication or updates, from 1h30min to 3h45min then later to 4h50min. This created confusion, discomfort, and unnecessary stress for all passengers.

When the bus eventually arrived Bus SD802 I was further disappointed to find that it was in a very poor condition. The bus appeared old, unclean, and not up to the standard one would expect from a reputable company like Intercape. This raised serious concerns about safety and hygiene.

The entire experience not only caused inconvenience but also put my well-being at risk. As a woman in South Africa standing in an unsafe place for hours in the rain, without proper facilities or communication, anything could have happened to me. It is unacceptable and reflects poorly on your service. I would recommend that you upgrade the bus stop in Vanderbijlpark by providing us with shelter. You do not live up to your motto of Safe•Dependable•Affordable

I trust that you will take this matter seriously and take steps to improve your service delivery to prevent such situations in the future.

I look forward to your response.