Intercape Ticket Service Failure and Request for Compensation

I am writing this complaint with deep frustration regarding the terrible service I experienced after purchasing an Intercape bus ticket from Shoprite for travel on 22 July.

The ticket was for pickup at Estcourt Midway at 11:30 AM, but to my shock, the Intercape bus never stopped to pick me up. I waited at the stop as required, and when I called for assistance, I was told the bus was already in Harrismith — meaning it had completely skipped the Midway stop without explanation or communication.

Due to this, I had no choice but to return to Shoprite to request a refund, and this process took over four hours, which was unacceptable. I was stranded, without support, and losing time.

Because of this delay:

I missed my scheduled transport and had to pay for a private taxi to Johannesburg at 4:30 PM, as I had no other option.

I arrived late for work around 8:00 PM at the restaurant where I am employed, resulting in a loss of daily wages and tips.

I reached Johannesburg late at night (around 10 PM), which placed me in an unsafe situation where my expensive phone was ******.

I had to pay R400 for an Uber due to the time and unsafe conditions.

This situation caused me severe financial loss and personal stress, all because the ticket I bought from Shoprite was linked to a failed service. There are cameras at Midway Garage that prove I was there on time and no bus arrived.

I am requesting compensation for:

The Uber fare (R400)

The loss of my phone

The income and tips lost due to missing work

The time, stress, and inconvenience caused by the poor service and slow refund

As the point of sale, Shoprite must take accountability for selling tickets for a service that was not fulfilled. I expect a prompt response and resolution, or I will be forced to escalate this matter to consumer protection bodies and social platforms.