Misleading Seat Reservations & Poor Service During Peak Travel

I am extremely disappointed with the service received.

I booked a ticket on 24 December 2025 to travel to Cape Town on 02 January 2026 and paid for a specific seat reservation to ensure a comfortable journey. On 01 January 2026, I changed my travel date, paid the difference, and once the ticket was confirmed, I again reserved a window seat (seat 45, lower cabin). This reservation was clearly reflected on the app, and I have screenshots as proof.

On the day of travel, the bus arrived late with no communication. When boarding, I was informed by the driver that no seat had been booked for me. I contacted the call centre and was told that seat reservations are not honoured during peak season.

This is completely unacceptable and misleading. If seat reservations are not honoured during peak periods, customers should not be allowed to reserve seats on the app or be charged for them. Allowing reservations and then refusing to honour them is deceptive and unfair.

The lack of communication, contradictory information between the app and call centre, and poor customer handling reflect extremely low service standards.

I expect a formal response from management, clarity on the seat reservation policy, and appropriate compensation for the inconvenience caused.