Date of Incident: 24th May 2024
I had a reservation with Purple Bus from Prayagraj to Nagpur. Despite confirming with the driver 4 hours prior that I would be picked up from Yamuna Gate, MNNIT, he later denied the arrangement just 30 minutes before the scheduled time, citing a delay. As two female passengers with luggage, reaching the main pickup point on short notice was extremely difficult. It is the staff’s responsibility to inform passengers of delays at least 3 hours in advance.
Upon boarding, we found our reserved seats occupied. The people sitting there said their seats were also taken by others. This is clear mismanagement — reserved seats should not be reassigned under any circumstances. Additionally, when I requested clean bedsheets, blankets, and pillows, the staff initially refused, claiming no extras were available. Only after arguments with multiple passengers did they provide poorly changed and unclean bedding.
Throughout the journey, the staff behaved rudely and irresponsibly, when asked for help by passengers and even replied to passengers in high pitch. At drop-off, I was not dropped at LIC Square as promised, but 1.5–2 km away, despite LIC Square being on the usual route. This caused significant inconvenience as I was left to carry five pieces of luggage alone.
This experience was completely unprofessional and unacceptable, especially compared to my past satisfactory trips with Purple.
Resolution Demanded:
1. Immediate action against the concerned staff for misconduct and mismanagement.
2. Revoke the employment of the staff member involved due to his repeated negligence, disrespectful conduct, and failure to uphold basic customer service standards.
3. A refund or travel voucher as compensation for the inconvenience and distress caused.
4. Assure that such unprofessional behavior and logistical failures will not occur again.
PNR :[protected]
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