Unacceptable Service from Intercity Xpress – Escalating to National Consumer Commission and Consumer Goods and Services Ombud

On 24 April 2025, my party and I were scheduled to travel with Intercity Xpress from Uitenhage at 19:25, arriving in Cape Town on 25 April 2025 at 08:00. We arrived at the bus stop by 19:00 and waited until 02:30, but the bus never arrived. This was an utterly unacceptable experience. We contacted customer service on ***, and the consultant initially assured us the bus was coming. However, subsequent calls to this number (over 10 attempts) were ignored. We also tried an alternative number, ***, with no answer after 10 attempts. Additionally, our emails and WhatsApp messages went completely unanswered, leaving us stranded with no communication or assistance from Intercity Xpress. This appalling lack of service and accountability caused significant inconvenience, wasted time, and frustration. Intercity Xpress has shown no regard for its customers, failing to provide any resolution or explanation. We are escalating this matter to the National Consumer Commission (NCC) and the relevant ombudsman for further investigation. I strongly caution others against using Intercity Xpress until they address their severe customer service shortcomings. Avoid this company to spare yourself similar distress.