Intercape - respect human rights

Good evening,

Please note the following:

1. My husband is currently on the bus from Umtata to Pietermaritzburg (Reference Number: 47YAFWH)and once they left Umtata, the drivers told him that they would not drop him in Pietermaritzburg but in Howick or Kokstad. He does not know anyone in Howick an Kokstad is three hours away from Pietermaritzburg). We bought this ticket on the 29th of April and this change in information was not provided to him ahead of time. Secondly, a refund is sometimes not a solution, the commitment to the client should take priority.

2. My husband's cell phone has very little battery power after talking with Head Office and me for hours trying to understand the situation. In trying to conserve his battery, he asked that I call the head office to get the address of where he will be dropped in Howick so he can arrange a pick up. I called the head office and I was told to call my husband and the driver to get this information. Does the head office not know bus drop-off and pick up zones and addresses. Are passengers dropped off in random places. I have tried calling my husband but his battery has died. All I can do is hope and wait.

3. When I called initially, I was told by one of the customer service agents that they would drop him in Liberty Midlands Mall here in Pietermaritzburg. When I called again after 10 minutes, I was told that the only two options are Howick or Kokstad. Why are there inconsistencies in the stories we are being told from Head Office?

4. After calling the second time, I was transferred to Faizel in the Tracking and Operations department and after expressing my dissatisfaction, he interrupted me, became rude and hung up on me. I called back seeking an explanation for his rude behavior and I was put on hold for 30 minutes. Why are people engaging with customers if they are increasingly rude and cannot be patient with them?

5. When I called your Head Office, the first thing I heard was "All our buses are running". But this is not the truth? Buses are failing to go to the destination that customers were promised.

While it is great to make money and profit from customers, please remember that we are human and that behind every purchased ticket is a human being. I trust that these issues will be addressed and that Faizel will be informed and trained on how not to treat customers. I only hope that my husband arrives home to his two young children tonight as he is coming for his 4 year old daughters birthday.