[Resolved]  Redbus — bus cancellation - refund issue

I had booked 2 Tickets on 11/Mar/2020 with both in Essaar Travels. First Ticket through Amazon to travel from Chennai to Mettupalayam on 22/Mar/2020 at 20:10 IST. The Retrun Ticket (TP4B[protected] through redBus to travel from Mettupalayam to Chennai on 23/Mar/2020 at 20:15 IST.

On 22/Mar/2020, the Essaar Travel Agency called me and informed that there is a Change in Bus Dropping point that is instead of Mettupalayam I need to get down at Gandhipuram, Coimbatore. After few hours again the Essaar Travel Agency called again and said the Bus is Cancelled due to COVID-19 Curfew/Lockdown in Chennai. I asked about the Retrun Ticket with the person who called me and he said it is also Cancelled and I will receive a Refund for both the Tickets.

On 22/Mar/2020 at 18:00 Hrs IST, I received a mail from Amazon stating "Your bus booking has been cancelled as informed by the bus operator" and I received the refund as well.

On 23/Mar/2020 at 06:31 Hrs IST, I had received a mail from redBus (Case ID:[protected] stating "Bus Cancellation Initiated" which I did not initiate and it was done automatically by the redBus team. Later, I read this mail then checked in redBus Mobile App and the Case ID: 13640991 was listed.

I also raised a new Case ID: 13646700 from my side requesting for a Refund with selecting appropriate reasons in the redBus Mobile App.

I tried updating the Cases in the Mobile App asking for the status of my refund and there was no response from their side. Since there was no update, I called the resBus Customer Care on 28/Mar/2020 for assistance, they asked me the Travel Agency Phone Number from which I received the Cancellation Call and other required details. They confirmed we will escalate the issue and take necessary actions to resolve my concern.

On 03/Apr/2020, I updated the Case ID: 13646700 asking for updates and feedback on my Refund issue.

On 04/Apr/2020 at 15:07 Hrs IST, I received an SMS from ICICI Bank stating "Your Claim for Redbus Booking ID TP4B34952146 for Bus Cancellation has been rejected. I was surprised to see the message from ICICI Bank and then understood there is some Claim request placed by redBus team in the backend for the refund request. After looking at the SMS, I checked the redBus App and they had mentioned "During the investigation, we received the information that the Bus operated as per schedule. For this reason, we are unable to process a refund against your ticket" and the Case is Resolved. I reopened the Case and replied to them it is not acceptable.

I then called in their Customer Care and explained my concerns in detail to the agent. She said will check and assist me but after long wait the call got disconnected. I called in again and landed to a different agent, one nmore time I had to explain the issue to make the agent understand but she was not listenting to me and conveying the same sentence repeatedly. I suggested her to transfer my call to a Supervisor who can listen and give me some solution but she said there is no Supervisor available now in the floor. So she said will arrange a Callback at 18:00 Hrs IST and hung up my call. I waited for hours but no one bothered to call me on 04/Apr/2020. On 05/Apr/2020, I replied to the Case in the redBus Mobile App that I haven't received the callback as promised and I would take legal action against them.

Kindly request someone to look into this case and assist me in getting my refund thereby taking necessary actions against redBus Customer Care for their poor support. Thanks in advance.
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Apr 13, 2020
Complaint marked as Resolved 
I received a call on 10/Apr/2020 (Friday at 16:35 IST) from redBus team regarding my refund issue and I explained the case in detail. After which the person informed me that I would receive a callback within 24 Hrs from their end. Then I received a callback the next day on 11/Apr/2020 (Saturday at 18:22 IST) stating that the refund will be processed to my source of payment. As conveyed, on 12/Apr/2020 (Sunday at 14:22 IST), I got the refund amount to my source wallet. Thank you for taking necessary actions and resolving my issue.
Red Bus customer support has been notified about the posted complaint.
Verified Support
Apr 11, 2020
Red Bus Customer Care's response
Hi Ramprasad,  

Greetings from all o[censored]s, here at redBus

Thank you for reaching out to us regarding the refund for your ticket number TP4B34952146. 

I understand that the poor experience during your journey would have caused an inconvenience to you and I am truly sorry. Your feedback regarding this experience has been duly noted and communicated to the bus operator. We’ll work harder to educate bus operators on providing hassle-free quality service in the future.

As discussed on-call, in hopes of compensating for the inconvenience caused to you, we are crediting Rs. 920.5/- to the mode of payment used by you for this transaction, as an exceptional gesture. The amount has been processed from our end on 11th April 2020.

Basis the policy of your bank, the amount should reflect in your account within  5 - 7 business days. 

Details of the transaction are given below: 

•       PO No. :[protected]
•       Refunded Amount: Rs. 920.5/- 

In case,  you do not receive the amount within the designated time period,  you can contact your bank to know the status of your refund. 

I hope this solution made you happy! 

For any other questions you may have or help with your future travel bookings please write to us using the link https://www.redbus.in/info/redcare.

Once again, I thank you for choosing redBus and hope you accept my sincerest apologies. 

Have a great day! 

Take Care,  
Team redBuddy 

Note:-We never ask for UPI PIN or Account details over the phone. Please do not share the same.  
Apr 13, 2020
Updated by ramprasadns
Hi Team,

I appreciate your support in looking at my concern and resolving the same. Thank You!

Regards,
Ram.
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