CITY TO CITY – EXTREMELY DISAPPOINTING AND CONCERNING EXPERIENCE

I am extremely disappointed with the service I received from City to City on my recent Johannesburg–Lusikisiki return trip. This was not simply a delayed journey — it was a deeply distressing experience involving repeated breakdowns, extremely long delays and serious concerns about passenger safety and dignity.

My outbound journey departed from Johannesburg Park Station on Friday at 19:40 and only arrived in Lusikisiki at approximately 23:50 on Saturday — approximately 28 hours and 10 minutes.

During the journey, the bus broke down near Tugela Toll Gate at around 01:00, leaving us stranded until approximately 09:00 in the middle of nowhere. There was no adequate heating, and the door was not closing properly. A mechanic eventually arrived.

We then proceeded to Kokstad, where we changed buses. Unfortunately, the replacement bus also broke down around Magusheni, leaving us stranded for another approximately three hours.

The return journey was even worse.

I departed Lusikisiki on Monday at 12:00 and only arrived in Johannesburg at approximately 00:30 on Wednesday — approximately 36 hours and 30 minutes.

What is extremely concerning is that we were given the same problematic bus that had already experienced serious issues on the outbound journey. We had already raised concerns about the bus, yet it was used again.

The bus then broke down around Mbizana at approximately 14:00, and we remained stranded until approximately 04:00. Once again, there was no adequate heating and the door was not closing properly.

When we contacted operations for assistance, we were allegedly treated rudely, and our numbers were eventually blocked. This is completely unacceptable when passengers are stranded in the middle of nowhere and are relying on the company for help.

A replacement bus was eventually sent, but that bus also developed a brake-related problem around Kokstad, resulting in another approximately four-hour delay. It then broke down again after Pietermaritzburg, resulting in another approximately four-hour delay.

In total, my two journeys took approximately 64 hours and 40 minutes.

Passengers were left stranded in extremely cold conditions and without proper facilities. At times, passengers were even forced to relieve themselves on the roadside because of the prolonged periods we were stranded.

I also became ill after these journeys and experienced flu-like symptoms following the prolonged exposure to cold conditions.

I believe the treatment we experienced raises serious concerns about passenger safety, dignity and humane treatment.

I purchased my ticket through Computicket, and I am now formally requesting a FULL REFUND. I have also escalated the matter to the relevant consumer and transport authorities.

City to City needs to answer some serious questions:

Why was the same problematic bus used again? Were these buses properly inspected and confirmed roadworthy? Why were passengers left stranded for so many hours? Why was there inadequate heating? Why was a bus with a faulty door allowed to continue transporting passengers? Why did a replacement bus have a brake-related problem? Why were passengers treated rudely when requesting assistance? What is being done to prevent this from happening to other passengers?

This was not a normal delay. It was a serious failure of passenger service and care.

I would like City to City to provide a proper explanation, investigate the matter, and refund my money.

I am sharing this review so that other passengers can be aware of my experience and so that City to City takes these concerns seriously.