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Dear Intercape Customer Service,

I would like to formally express my disappointment regarding my recent experience travelling with Intercape.

I travelled to Durban on 2 October 2026, taking the 07:30 bus. Although the journey itself was generally fine, I later realised that I had not been placed on the Mainliner bus that I had originally paid for. While I appreciate that the trip was completed without major issues, I was disappointed that the service provided was not the one I had paid for.

My return journey from Durban to Johannesburg on 5 October 2026 was particularly disappointing. There was a great deal of confusion at the Durban station regarding the bus numbers and routes, and there was very little clear communication or direction provided to passengers. We were left trying to establish where we needed to go and which bus we were supposed to board.

When we eventually boarded bus *** to Johannesburg, the condition of the bus was not what I expected. It was not particularly clean, and there was also considerable noise from other passengers playing music loudly from their phones, which made the journey uncomfortable.

The bus also made numerous stops along the way to pick up additional passengers, without any communication or explanation to those of us already on board. The bus was scheduled to arrive at Park Station at approximately 18:15, yet we only arrived in Johannesburg between 19:40 and 20:00. What was particularly disappointing was that there was no communication regarding the delay and no apology or acknowledgement from the staff.

This was my first experience travelling with Intercape, and unfortunately, it has left me extremely disappointed. I had expected a professional, reliable and comfortable service, particularly given the reputation and cost of the service. Based on this experience, I am unfortunately left questioning whether I would use Intercape again or recommend the service to others. You have potentially lost a returning customer due to what I believe could have been addressed through better communication, organisation and customer service.

I would appreciate it if Intercape could investigate the issues raised above and provide me with feedback regarding what happened, particularly regarding the bus I was allocated on 2 October, the confusion at the Durban station, and the significant delay on my return journey.

I look forward to receiving your response.

Kind regards, Kelebogile Nkosi