Urgent Complaint Regarding Unpleasant Experience on Intercape Mainliner Bus

I am writing to express my deep dissatisfaction with the experience my wife, Susan, and her mother, Charmaine, had on the Intercape Mainliner Bus last night. The journey, ticketed under numbers ***YW363 and ***KG577, took place on the 23-11-2023 on the 10 pm bus from Vereeniging to Durban. Upon boarding the bus, Susan and Charmaine initially occupied seats near the front of the bus. However, to our surprise and dismay, a security personnel or conductor instructed them to move to the back of the bus, next to the toilet. This directive contradicts the information I received from your call center, which assured me that seats are allocated on a first-come, first-served basis and are not reserved on this particular route. They feel victimised by being singled out by name and being told to move to their assigned seat at the back of the bus.

The assigned seats next to the toilet as well as no ventilation presented several distressing issues. Susan, who is particularly sensitive to her surroundings due to her asthmatic (ASMA) concerns, had to endure the discomfort of holding the toilet door closed with her foot. Additionally, the lack of ventilation in that area compounded the unpleasant experience for both my wife and her mother, the latter being in a fragile health condition.

I find this situation completely unacceptable and in violation of the service standards I expect from Intercape Mainliner Bus Company. I had contacted your customer service line twice seeking assistance, the first call I was told he would contact the driver and rectify the situation, but regrettably nothing was rectified, I then called again and was informed that nothing could be done to rectify the situation. I urge you to thoroughly investigate this matter and take the necessary steps to ensure that such incidents are prevented in the future. Passengers should be able to rely on the information provided by your company and expect a certain level of comfort and service during their journey. I appreciate your prompt attention to this matter and request a response within a reasonable timeframe, detailing the steps taken to address and prevent such occurrences. I trust that Intercape Mainliner Bus Company values the satisfaction and well-being of its passengers and will take appropriate measures to rectify this situation.

Thank you for your attention to this urgent matter. Sincerely, Simon