Redbus — Complaint and Request for Refund due to Poor Service on 11th May 2022

Ticket ID: 687DPQ26
PNR:[protected]

I am writing to express my deep dissatisfaction with the poor service I experienced during my recent bus journey booked through RedBus. I would like to bring to your attention the multiple issues I encountered, which not only caused great inconvenience but also affected my health during the trip.

1. Unbearable Discomfort and Lack of Assistance:
Upon boarding the bus, I noticed that there was a significant amount of dust and heat gas near the area where I rested my head. This made it extremely difficult for me to breathe comfortably, resulting in severe discomfort. Despite bringing this matter to the attention of both the driver and the pickup staff, they neglected my concerns and offered no assistance. To make matters worse, even when I contacted a RedBus agent, initially they refused to address the issue with the bus staff.

2. Attempted Manipulation and Disregard for Passenger Comfort:
To my dismay, I observed the bus staff trying to manipulate other passengers into stating that there was no issue with the airflow or heat near my seat. I occupied the lower berth seat number 15, and I can assure you that anyone who slept in that position would have experienced the discomfort caused by inadequate ventilation. Throughout the journey, I felt sick and unable to find relief due to the unsatisfactory conditions on the bus. Also, I got sms of different bus no. and some different bus no. we onboarded the last 3 digits of the bus were 611.

3. Inadequate Explanation for Unacceptable Conditions:
One of the staff members provided the explanation that the engine was experiencing problems, which might have caused the heated air to enter my seat area. However, this reasoning is unacceptable, as it indicates a clear oversight in assigning such a seat to a passenger. If there was a known issue with the air conditioning system, I should not have been allocated that particular seat, as it directly impacted my well-being.

4. Exorbitant Fare for Unacceptable Service:
I find it incredibly disappointing that I paid a substantial amount of 1680 rupees for an air-conditioned bus, expecting a comfortable and pleasant journey. Instead, I endured sickness and discomfort throughout the trip. In order to support my complaint, I took the liberty of capturing video evidence to highlight the unacceptable conditions I experienced during the journey.

Considering the inconvenience, discomfort, and health implications caused by the subpar service provided, I kindly request a refund for the entire amount paid for my bus ticket. I trust that RedBus values its customers and their well-being, and will take swift action to rectify this matter.

I have attached the video as evidence of the conditions on the bus. I kindly request your prompt attention and resolution to this matter. I hope that you will thoroughly investigate the incident and take appropriate steps to prevent such incidents from recurring in the future.

I look forward to your prompt response and a satisfactory resolution to this issue. Please acknowledge receipt of this complaint.