Worst Service at Intercape Busses from Khutala Ngwane

I am very disappointed with the service my family and I received from Intercape.

On 19 August 2025, I sent money to my mother, a pensioner, so she could book a ticket from King William’s Town to Cape Town for travel on 05 September 2025. She was travelling with her grandson, who is 1 year 11 months old. According to Intercape’s rules, children under 24 months travel free of charge on the guardian’s lap. However, at the King William’s Town office (clerk: Lizo Dastile), she was forced to purchase a full ticket for the child, even after presenting the birth certificate. Being elderly, she felt pressured and paid.

When I found out, I contacted Intercape’s call centre by email. Khutala Ngwane responded and confirmed over the phone that the ticket could be cancelled, but only with a 25% cancellation fee. This was unacceptable, since the ticket should never have been sold in the first place. I explained that Intercape must take responsibility for agents acting under their name, but was told the matter would be escalated.

Since then, I have sent several follow-up emails (including one on 21 August 2025 to *** and *** ) but received no response. In the end, I had to cancel both tickets and book with another bus company. Intercape still kept 25% of the fare — essentially profiting from their own mistake.

This entire experience left my mother helpless and caused unnecessary stress. Intercape failed to apply its own rules, failed to provide accountability, and ignored my repeated attempts to resolve the issue.

Summary:

Pensioner forced to buy a ticket for a child under 24 months who should have travelled free.

Penalised with a 25% cancellation fee for Intercape’s own mistake.

Follow-up emails ignored, no resolution provided.

I will not recommend Intercape and urge other passengers, especially pensioners and families, to be cautious when booking.