| Address: Mahalaxmi Travels ISO 9001:2015 Near Rawat Mishthan Bhandar, Metro Pillar NO. 176 , Under Fly over Station Road, Jaipur, Rajasthan -302006 7230947777 |
| Website: www.mahalaxmibus.in |
Dear Mahalaxmi Travels Customer Service,
I am writing to formally lodge a complaint regarding my unpleasant experience during my journey with Mahalaxmi Travels on February 24, 2025, from Prayagraj to Rishikesh (PNR: 2570986).
I boarded the bus at 4:00 PM from Sahson toll plaza bypass highway, and during the journey, the driver, Ram Swaroop (Contact: [protected]), stopped for a break at 08:08 in a very unhygienic restaurant with a single toilet. The break lasted less than 20 minutes, causing all passengers to rush, resulting in significant inconvenience.
While I was ordering food, the driver started the bus without checking my presence, forcing me to run after the moving vehicle, clapping and shouting to stop it. Given my recent surgery and ongoing recovery, this sudden physical strain was extremely uncomfortable and distressing.
Additionally, when I requested the restaurant to pack my food, they informed me that they did not provide parcel services. I had to run back to collect my money, adding to the unnecessary stress.
When I tried reasoning with the driver about the insufficient break time and the lack of consideration for passengers, he rudely dismissed my concerns and said,
"You should use an open toilet even for motion. I have my food packed, why don’t you?"
I was fasting on a Monday and had an exhausting day. The last thing I wanted was to be treated with such disrespect and insensitivity. To make matters worse, another passenger who was still eating had to run after the bus without washing his hands, highlighting the lack of basic courtesy and proper communication from the staff.
My concerns and requests:
Headcount must be conducted before restarting the journey to ensure no passengers are left behind.
Breaks should be provided at clean and well-equipped facilities for passengers' hygiene and comfort.
Drivers must be trained in professional behavior and customer care to prevent such rude and inconsiderate treatment in the future.
This incident has severely impacted my trust in your services, and I expect a prompt response and immediate action against the driver for his unprofessional and insensitive behavior.
Please acknowledge this complaint and update me on the action taken.
Actually the company doesn't have active email ID for customer service. I want to know where did they bought ISO 9001:2015 certificate
Sincerely,
Suman Kannan
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