PATHETIC SERVICE, GROSS INCOMPETENCE - NEVER USE THIS BUS COMPANY

If I could give a '0' star rating I would like to do that. We just experienced the most ***********, unprofessional and appauling service from Intercity staff.

After booking our sons ticket (STCTPAJ) from Port Elizabeth to East London (deparure at 05h40) we arrived at the pick-up point at 05h10 to see a bus driving away but thought nothing of it. After waiting 10/15min and not seeing any bus in sight, I contacted their customer service, gave them my ticket number and after confirming my correct name, said that they would make contact with the driver to find out where they are and get back to me.

After 10 min of waiting they had still not contacted me so I called them back, only for them to tell me that I gave them the wrong ticket number after they had confirmed the name of the passenger. Obviously they had still not tracked the bus driver by then. I said I would hold on the call but the call got dropped. I called back again and the call was dropped yet again. They eventually called me back to let me know that they will have to rebook for another time because they could not track the bus. They could not give me a reason as to why the bus did not arrive however. Very annoyed, I asked for the manager but was told that there is no supervisor on duty and the manager was only arriving at 8am.

I told them that this was unacceptable and that I'd like a refund to book another bus as their service was pathetic and they could not give me proper information about why the bus did not arrive. I asked for a case number and for the manager to contact me back but the call got dropped again.

They then called me back 5min later and very rudely told me that the bus was there and left and that they cannot provide me with a refund. I asked why the bus driver did not wait and they told me that, I have to be there half hour before departure time, which I was and even so their passenger manifest should show you that there is someone that needs to board. Other passengers that were waiting said that they literally just dropped off a couple passengers and immediately left. Why would you do that if you know there's a passenger that needs to be collected?

This is absolutely pathetic service and gross incompetence and this is certainly not a transport service I would recommend to anyone. DON'T USE THIS BUS!!! Their service is pathetic!