Unhelpful and Unresponsive Customer Service

I am extremely disappointed with the lack of service and responsiveness from Intercity Xpress's customer care team.

I initially reached out via email on 14 April 2025 at 17:18 to request a change to my booking (***-RC1) for a trip from Kimberley to Potchefstroom scheduled for 15 April at 05:30. I clearly stated I was willing to pay the additional 20% fee and asked for available alternatives, including the possibility of rescheduling to 16 April.

Instead of receiving any form of real assistance, I was asked repeatedly for information I had already provided. My emails were ignored or responded to with vague and unhelpful replies, despite multiple follow-ups—including one where I even asked, “Hello????” out of sheer frustration.

As of now, less than 12 hours before the scheduled departure, I still have no confirmation or support from Intercity. This lack of urgency and professionalism is unacceptable, especially when it involves travel plans.

I expect a full refund for the ticket or a reschedule without penalty. I also urge Intercity Xpress to urgently review how customer service queries—especially time-sensitive ones—are handled.

Desired Outcome: Refund OR confirmed change of travel date without penalty.