Neeta Tours And Travels — Serious complaint about mismanagement of redbus and neeta

Address:

Mumbai City, Maharashtra

Sir/mam, I hope someone senior at RedBus and Neeta read this email. This is regarding the bus experience we had on 1st May 2015. Today only came back to office, so writing now. Ticket no: TH5H48382336 PNR no: 27792933 Here is the story: All the events happened on 1st May 2015. We got sms at 7.30am saying --- is your bus and --- is the phone no. of the driver. We reached the place Sion at 8.15am and asked the operator about it. He told he has no info., bus will come as per schedule. At 8.50am, we called the mobile no. given in sms, to check status of the bus. Person who picked up told that, he was not in Mumbai and he was on some other route. So again we asked the shop person. He told, 8am bus has not come yet. You wait here, will tell you when it comes. We kept waiting till 9.30am. Operator kept telling, it will come. Finally at 10am, one bus came. When we asked, he told it is 9am Neeta bus and not the 8am one. We asked them, to adjust and take us if place is there. He told no and went ahead. Then we wondered what to do. Then operator told us to call Neeta customer care ending with 1616. When we called at 10.07am, he gave us one other bus no. and mobile no. of driver and asked us to check this bus status. When we called bus driver, he told he had left the place 30mins. ago and was near Navi Mumbai. When we told him that, we are waiting at Sion, he told, I gave it to someone else, so did not take you. He told us to talk to customer care again. When we were not informed that bus is changed, is it not new bus driver's responsibility to call us and know. So we called customer care again, they told us to take autorick and catch the bus. we told it is not possible as already 30mins have gone. Then we kept insisting to do something about this. Finally they realized their mistake and asked us, should I give you the next bus. It will come after 1Hr, if it is ok. Then he alloted us 10.45am bus, which started from Borivali and came to Sion at 11.55am. Next, we showed the sms of the booking. Which again this new bus rejected as they said, sms should have PNR and customer name written. Both these were missing, so sms is not valid. Redbus had wrongly and confidently sms us saying, no need to carry printout as mticket is valid. It is written that, NOTE : This operator accepts mTicket, you need not carry a print out Luckily I had taken one printout of the ticket, so he allowed us to travel. So we ended up reaching at 4.30pm instead of 12 noon. Who is responsible for this? Here are series of mistakes that happened: 1) Bus operator at Sion is not helping and says talk to customer care directly, he cannot do anything and he has no idea of the bus. 2) Bus no. and mobile no. that came in the sms were wrong. 3) Bus was changed without informing to the customer. 4) When we were asking all the buses, in spite of being at the stop, if they could not find us, then they should have given one phone call at the least. 5) They could not find us because they had already given the seats to someone else and earned the money, so were least bothered about the pre-bookings. 6) Last bus that was given was after lots of hassle. 7) Sms did not work as it had no info. of PNR and passenger details like name. In all, total bus journey time was 8.30 hours instead of nominal 4.15hours. I mean, max. 1Hr. delay is acceptable, not 4 Hrs. delay is totally unreasonable. I request Redbus and Neeta to discuss and solve the problems. I hope you will change the contents of the sms. I request you to kindly refund the money. Thats the least you can do. I have to seriously think if I should travel by Neeta again and if I have to book using Redbus again. I hope senior management will do something on this. Thank you.