[Resolved]  Redbus — bus with 40 passengers stranded for 6 hours with no alternative provided

There are a lot of issues that need to addressed here. I don't think i can fit my complaint into one category. Please find mentioned below, all the issues with our journey to and fro (Delhi - manali) (Manali - delhi) -

To begin with, we took a 9pm bus from majnu ka tilla (Delhi) to manali via holiday appeal bus service. The support staff was extremely abusive and rude on the phone and was completely uncoorperataive in their assistance. We were running roughly 3 -4 minutes late to board the bus and were trying to request the bus driver to keep the bus waiting for an additional 5 minutes.in return we received a bunch of abuses and foul language from the team. Regardless, we made it on time, and the bus only departed by 9:35pm.

There was no disclaimer or warning given in advance by either redbus or holiday appeal, to inform us that the bus will be dropping us off at patlikund (Which was still an hour drive away from our hostel in manali). We had to pay an additional 1000 inr and cramp ourselves up in an alto to reach our destination which was 17kms + from where we were dropped off.

On our way back, we were stranded at beas view dhaba (Some 70 kms from bilaspur) owing to an aggressive and violent physical fight that broke out between our conductor and some other men who were drinking in their vehicle outside the dhaba. Yes the conductor was badly injured an yes such a situation is unforeseen and unpredictable and we as co passengers respected that and were very cooperative throughout the situation. The police came, the conductor, driver and the other men all left for mandi police station after 2 hours of investigation and only returned by 4:30 am. All o[censored]s in the bus were left stranded in the bus from 11pm - 4:30 am (A total of 5 and a half hours) without any reassurance from either your team, or holiday appeal or the bus driver and conductor. All we could hear back was to wait for 24 hrs and that the issue was being pushed to 'higher authorities'. We were informed at around 1am, that a new bus driver was on his way and would reach in maximum 1 hour. 4 hours later, he arrived with the conductor and police and everyone else. There were women, young children and elderly on the bus, all stranded in the cold with absolutely no concrete update being provided by anyone. Even your customer service seemed to be completely uninterested. My issue is not with the fact that this unfortunate incident took place. Thats alright, and we were all very cooperative throughout the situation, however what ticked us all off as passengers, was the fact that even the next morning your team or holiday appeal for that matter, has shown absolutely no interest in providing us with an update. All you folks care about is your feedback, so here it is. The service was appalling. We usually travel via state bus but this time owing to the dussera break and the fact that we needed to be back on time on monday to our respective lives, we opted for redbus services and a comfortable semi sleeper volvo bus with on time guarantee mind you, and a very high fees. We were not informed about our drop off point enroute to manali and that it would be 17kms before manali. I understand the roads were being repaired and that volvos couldn't travel all the way up, but such information should be provided before hand by your team (Which it wasn't), and we had to bare an additional cost to travel up as we had no other option. You already know our reasons for being upset on the journey back. Most o[censored]s on the bus were out stationers and not from delhi. We had busses, flights and trains to catch that we all missed owing to the delay. Speaking for myself, i had to cancel some extremely important meetings that i had scheduled for the afternoon. My friends all had to miss their classes and due date for assignments. We all have an extremely bad body pain, and headaches and are all really tired. I will make it a point to never ever use your service again. Your staff is disinterested and couldn't bother to be of any assistance at all. Will write separately to holiday appeal as well. This was an absolutely ridiculous experience. Never again.