Worse Intercape experience ever (hopefully the last)

Good day,

I write to you to express disappointment over the poor service received from Intercape this past weekend. I booked my Family members on a trip between Durban-to-Johannesburg and back. Attached are the tickets. The quality of the service received was the worse experience ever; and hopefully our last through Intercape bus service.

Durban-to-Johannesburg trip Ticket No.: ***QX310 Passenger: Sifiso Dlamini Date: Friday 29th November 2024; 20h00 Bus My Family member was phoned on the day of the trip and informed that the bus has been cancelled and rescheduled to a delayed time 21h00 pm. Upon early arrival to our disappointment, he noted that the 20h00 pm Bus was loading and left Durban Park Station at the original scheduled time of 20h00 pm. But my Family member had been informed that he can only leave at 21h00 - it was inconsiderate for Intercape to reschedule the passenger in this way and to mislead in the communication that the 20h00 pm bus had been cancelled or delayed to 21h00. There was personal reasons we booked that specific time and now our plans had to be delayed by x1 hour due to poor planning from yourselves.

Johannesburg-to-Durban trip Ticket Nos.: ***JX349 & ***CT957 Passengers: Sifiso Dlamini & Thato Sedibe Date: Sunday 01st December 2024; 09h00 Bus We had booked the services of Intercape SleepLiner. To our surprise we received sms at 08h30 (30 minutes before departure) stating that the bus is delayed to 10h00 and is being down-graded to a BigSky Intercity. We paid for the luxury bus offering, but my Family members were moved to a cheaper alternative. This was without prior/ timeous communication and no consultation was given in this regard. The staff at Johannesburg Park Station was not very helpful and had attitude in customers expressing their frustrations. The cheaper BigSky Intercity was of poor quality, poor seat/ leg room and the couch did not have a toilet facility - these were important to us and hence we had booked to be on the luxury bus. Our booking was to depart 09h00 and arrive at 16h00; but my Family members only arrived in Durban at 19h00 p.m. - x3 hours late to our plans and a real inconvenience to us as we had to make arrangements and incur additional cost to complete our journey.

This was the worse experience ever; and will be our last with Intercity. The return trip cost us R 2 000; we therefore demand a full refund of the fare - for the inconvenience coursed to us.

I await your response in this matter; failure to I will be taking this complaint forward utilizing all resources at my disposal.

Thank you.

Regards,

Shankomo Madwe +27 (0) 72 *** *** First point of contact is always a phone call!