City to City Pathetic

Item: Translux/City To City
Rating: 1
Author: adekoker A

NEVER use City to City. My son had a very bad first time bus ride experience. I have send emails to there customer service email which they read but never responds to. Please read my emails to them below. ANY FEEDBACK?????????? From: Adele De Koker Sent: 19 July 2017 11:51 AM To: ********** /> Subject: FW: Very unhappy customer Importance: High Good day I need any form of feedback on my email below. I forwarded the email on Monday 10.05 and it was read by one of your employees at 10.19 and to date haven’t heard anything back. Kind regards Adele de Koker From: Adele De Koker Sent: 17 July 2017 10:05 AM To: ********** /> Subject: Very unhappy customer Good day On Saturday morning around 6.00 the morning I made a booking via Computicket online for my son on the city to City bus. The booking was confirmed and paid. The trip was for Saturday afternoon from Caltex Riviersonderend at 15.55 to Bellville station 18.00. My son was at the Caltex pick up at 15.30. At 16.33 the bus was still not there and I phoned the call centre to hear if the bus were late. The lady informed me that she will get back to me. I tried to phone again at 16.46 at 16.47 at 16.49 at 16.50 every time my call was cancelled. 16.52 my call was answered and the lady informed me she is still struggling to get hold of Cape Town office. I also tried a few times to phone the Cape Town office 021 - ********** but I was cut off every time. My son phoned me 17.00 and told me that the bus just drove pass him. They rushed to the Shell garage to see if the bus stopped there but the bus drove through Riviersonderend. I phoned the call centre again at 17.01 and informed the same lady that the bus just drove pass Riviersonderend and didn’t stop for my son. Eventually she phoned me back to inform me that she got hold of the bus driver and he is going to turn around to pick up my son at Riviersonderend. At 17.30 an hour and a half later than the initial time he had to get on the bus they eventually picked him up. The bus driver’s excuse was that my son was not on the list. What if my son was standing there all alone and had nowhere to go. How do you inform your drivers to add people onto the list? How many people had the same issue? PLEASE get your system in order so that other clients don’t have to go through the same ordeal than my son did. This was his first time on a bus and his worse experience ever. See attached records of all phone calls made and ticket. Kind Regards Adele de Koker

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