[Resolved]  Kesineni Travels — Cheating to Customers

Address:

Andhra Pradesh

Dear Sir/Madam,

I booked a volvo sleeper ticket of Kesineni Travels through internet banking from Tirupathi to Vijayawada on 06.09.2010 at 10:21pm, bus service number SL309 with PNR No: 9EBDFF with berth number L7, boarding from GNR Commercial Complex at 11:58PM on same date 06.09.2010.

To my surprise when i reached at the boarding point at 11:40pm the Kesineni office was closed and no one was there, it was slightly drizzling. When the bus has not come till 12:15 am in the mid night i called both the numbers mentioned on the ticket[protected].[protected] no one answered the call, then i called there customer care at[protected],[protected].

Mr. Srinivas has answered the call at customer care and gave me their local Tirupathi agent number and asked me to contact me and also said that bus would be coming in next 15-20 minutes, when called upon the number number given by customer care executive the agent said his executive has gone to have food (late in midnight) and will be there in 5 minutes. Till 12:30 again no one turned up to the office, so i called the customer care once again and informed Mr. Srinivas that no one from your local agent has come nor the bus turned up, he said he will talk to them and call me back in 5 minutes.

In 5minutes he called me and said he has spoken to the local manger of their Kesineni Travel agent and he will be coming up in next 5 minutes and said that he also spoke to the bus driver of SL309 also and said that due to heavy rain and traffic it is running late and will reach Tirupathi in further 10-15 minutes.

I was waiting alone late in the Mid-night infront if their office and rain was also drizzling, but nor their agent turned up nor the bus. It was 1:00 in the night.
I again called up customer care, then another executive called Mr. Chandu has answered the call, when asking him about the bus and agent he said their is a breakdown in the bus and theyare arranging an alternate bus that to Volvo- semisleeper. when asked i booked an ticket for a volvo sleeper how can they ask me to trtavel in a semisleeper they said they will refund the difference amount of sleeper and semisleeper to my online account in next two days and said that the bus will come in next 15 minutes.

Till 2:30 in the late night nor the agent turned up nor the bus. At 2:35 in the night agent came and opened the office and 2:45am in the midnight the bus came.


I boarded the bus and reached Vijayawada next day morning.

On 09.09.2010 when i called the call centre and enquired about the refund the executive whose name i dont remember has transferred the call to his senior executive who was a lady. she knew that there was a break down and said that she will call me back in half an hour after checking the status, but till date i have not received the call.

Again on 17.09.2010 when i called there call centre to enquire about the above case the executive Mr. Chandu (not the above one other executive with same name) has answerde the call and said there was no breakdowm of bus on that day after checking the details in system and he also confimed my PNR number by checking in system by asking the name.

For your proof you i can provide my mobile summarised bill in which you can check my mobile summarised bill for the how many calls did i call to their call centre and how much duration i spoke to them, and you can also take out their call centre inbound call recording of the calls made to their call centre and listen to the interaction which i had with their executives in the night and futher days when i called for enquiry also.

My questions are as follows:

1. why was there agent not at their local office till the last bus moved on?
2. why was the kesineni local Tirupathi office closed before the last bus departed?
3. why did they provide wrong information that there was a breakdown of bus and asked me to board other bus?
4. Do they provide this kind of service to there customers/passengers/guests?

Being one of the good known and biggest private transportation service provider they cheat in this way?

Kindly probe ionto the matter and ask them to pay for the damages

Name is Mohith Kumar Guptha
my mail id is [protected]@yahoo.co.in
contact number is [protected], [protected]