Intercape Service Levels

Toxic Urine Smell I travelled from Durban to Johannesburg with my Dad who is 86 and is semi blind. The assistants at the office were also very rude offering minimum support. The bus departed at Durban Station at 9:30 PM Sunday the 1st of September 2024. The bus was reeking of Urine from the entrance throughout the whole bus and had a pungent smell. I told the driver that the bus is smelling and how are we going to manage 8hours breathing in these toxins. The Driver made a sarcastic remark and laughed at me saying Oh the Bus is Smelling and he laughed in my face. I called the Helpline to log a complaint immediately. The bus was then stopped at Pinetown where we stood outside for 1hr and 30mins waiting for another bus. The driver and the assistant were not bothered and were shouting at me like the trip was a free sponsor from Intercape. I am highly disappointed. Please train your staff to be more customer centric and also be more empathetic. They need to understand the fundamental Principles of their jobs and take it seriously. Intercape your company needs us customers please educate your staff. I am highly disappointed and the I don't care attitude of your staff has left a bitter taste in my mouth. I have not received any feedback from Intercape to date which makes me wonder if everyone does not value customers in their company.