Maharashtra State Road Transport Corporation [Msrtc] — Complaint against MSRTC Bus Driver and Conductor for Not Stopping Bus at Boarding Point

Dear,

I hope this letter finds you well. I am writing to express my deep frustration and disappointment regarding a recent incident involving an MSRTC (Maharashtra State Road Transport Corporation) bus, specifically the driver and conductor, on 02.01.2024 at approximately 6.35am.

On the mentioned day, I had booked a ticket to travel from Vashi highway to Sai on the MSRTC bus with ticket number 19795. As a responsible passenger, I arrived at the designated boarding point, well ahead of the scheduled departure time.

To my utter dismay, when the bus finally arrived, the driver and conductor seemed to have no intention of stopping at the assigned boarding point. Despite my frantic waving and calling out to them, they entirely ignored my presence and continued driving past the stop, leaving me stranded and distraught.

I must emphasize the gravity of this incident. The actions of the MSRTC bus driver and conductor demonstrate a complete disregard for the welfare and safety of passengers. By not stopping at the designated boarding point, they not only violated the basic principles of public transportation but also disrupted the trust and confidence I had placed in the MSRTC as a reliable and responsible bus service provider.

This incident has caused me significant inconvenience and financial loss. I had to arrange an alternative mode of transportation at short notice, resulting in additional expenses and unnecessary delays in reaching my destination. Moreover, the emotional distress caused by feeling abandoned and disregarded cannot be understated.

I sincerely urge you to take immediate and appropriate actions against the MSRTC bus driver and conductor involved in this incident. Their unprofessional behavior must be addressed to prevent such occurrences in the future. I expect a thorough investigation into the matter, followed by disciplinary actions and retraining, if necessary, to ensure the provision of quality service and adherence to basic standards of common decency.

Furthermore, I request reimbursement for the expenses incurred due to this unfortunate incident. Such a gesture would demonstrate not only your commitment to customer satisfaction but also validate the seriousness with which you regard this complaint and the subsequent impact on passengers.

I implore you to consider the significance of my complaint and the opportunity it presents for your organization to rectify its shortcomings. As customers, we rely on the MSRTC to provide safe, reliable, and customer-oriented transportation services. The incident I have described is an appalling deviation from the standards expected of a reputable organization like yours.

I kindly request your prompt attention and resolution to this matter within [reasonable timeline, e.g., ten days]. Failure to do so will leave me with no option but to escalate this complaint to higher authorities, including regulatory bodies and consumer rights organizations. I trust that your esteemed organization recognizes the importance of customer satisfaction and will take appropriate steps to rectify the situation promptly.

I have attached copies of my ticket, reservation details, and any relevant supporting documentation for your reference. Should you require any further information, please do not hesitate to contact me via the provided telephone number or email address.

I request MSRTC to install GPS system and share Live location to reserved passengers

Thank you for your prompt attention to this matter. I look forward to a swift resolution and a satisfactory outcome.

Yours sincerely,

Sabir Shaikh
Vice president
Human Rights organisation India Trust