I am writing to formally file a complaint regarding a highly unsatisfactory experience I had with AbhiBus and their partner, Anand Travels, for my journey on May 24, 2025, from Mumbai to Surathkal (Booking ID: AY[protected]).
Incident Details:
Journey Date: May 24, 2025
Departure Point: Mumbai
Destination: Surathkal
Scheduled Boarding Time: 3:25 PM, May 24, 2025
Actual Boarding Time: 5:30 PM, May 24, 2025
Drop Point Scheduled Time: 11:05 AM, May 25, 2025
Actual Arrival Time: 11:20 PM, May 25, 2025
The bus, which was supposed to depart at 3:25 PM, was delayed, and boarding only began at 5:30 PM. Following this, there was an unjustifiable delay of over 12 hours in reaching the destination. This lack of adherence to the schedule caused tremendous inconvenience and stress.
Issues Faced During the Journey:
1. Boarding Delay:
The boarding, scheduled for 3:25 PM, was delayed by 2 hours and 5 minutes without any prior intimation or communication. This forced passengers, including myself, to wait at the boarding point under inconvenient circumstances.
2. Unjustifiable Journey Delay:
Even after the delayed boarding, the bus arrived at the destination over 12 hours late, causing significant disruption to my plans.
3. Lack of Communication and Support:
No proactive communication was made to inform passengers of the delay, either before boarding or during the journey. Passengers were left stranded without guidance or updates.
4. Failure to Honor Refund Policy:
I opted for the Abhi Assured feature while booking, which clearly promises a 100% refund for delays and plan changes. Despite following up multiple times via email and attaching proof (including screenshots of the Abhi Assured policy), no action has been taken to process the refund.
5. Customer Service Negligence:
Despite raising the issue through email and providing all necessary details, I have neither received a satisfactory resolution nor been contacted by any representative of AbhiBus or Anand Travels.
Impact of the Delay:
The delay in boarding and subsequent arrival caused me severe inconvenience.
I incurred additional expenses for food and alternate travel arrangements due to the disruption.
My plans and commitments at the destination were completely derailed.
Resolution Requested:
1. 100% Refund of the Ticket Fare:
As per the Abhi Assured Policy, I am entitled to a full refund for the delay. I request this to be processed immediately.
2. Compensation for Additional Expenses:
Considering the extended delay and the resulting expenses, I request compensation for the inconvenience caused.
3. Action Against Service Provider:
I request that strict action be taken against Anand Travels for failing to adhere to the schedule and provide proper communication or support to passengers.
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