| Address: | Orange Tours & Travels, Plot No 02-163/NR, Beside METRO Wholesale Supermarket, Suchitra, Hyderabad, Telangana 500067 |
We traveled with Orange Travels in the Platinum Sleeper class from Hyderabad to Shirdi on February 10th, 2024, with PNR:[protected].
Our journey commenced from Suchitra, the starting point of the bus. However, upon boarding, the driver promptly identified a technical issue with the bus. Despite attempts by the technical team to rectify the problem, the bus only resumed operation after a delay of 30 minutes. Unfortunately, after covering a few kilometers, it became evident that the issue persisted. Consequently, the driver diverted to their garage located in Gandimaisamma.
The technical team endeavored to fix the problem once more. Given the recurrence of the issue, we requested a bus change for our comfort and safety. However, the driver and technical team assured us that the problem had been resolved.
Regrettably, the bus encountered another technical malfunction approximately 40 kilometers before Solapur at 3:30 AM. We were stranded on the roads for approximately 5 hours, causing inconvenience to everyone, especially the children and elderly passengers. However, Orange Travels arranged a replacement mini-bus at 8:15 AM, which lacked air conditioning and push-back seats.
Despite assurances of a full refund, we endured a discomforting journey of over 350 kilometers in the substitute vehicle. Moreover, the substitute bus driver caused additional inconvenience by halting unexpectedly, claiming non-receipt of payment for our drop-off in Shirdi.
Our attempts to contact customer care were largely fruitless, with frequent unavailability and unfulfilled promises. Originally scheduled to arrive in Shirdi by 9 AM on February 11th, we eventually reached our destination at 5 PM, after numerous setbacks.
On February 12th, we received a call from customer service offering only a 25% refund of the fare, which is unacceptable given the magnitude of the inconvenience and discomfort endured throughout the journey.
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