[Resolved]  Redbus — No refund made despite delay in arrival resulting in cancellation of the trip

Address:

India

Hi,

This is with reference to the booking made by us for a tempo traveller thru Redbus. I had the following issues which was brought to the notice of the operator as well as the Redbus executive.

- The vehicle was supposed to arrive at 7 AM whereas it arrived after 9:30 AM after several calls made to your helpline as well as operator. The support gave a solution that in case our onward journey has been delayed, we can delay the return journey at 'no extra charges' which was hilarious to say the least.
- The vehicle that arrived, was in a pathetic condition. The seats were very dirty as the driver did not even get the time to clean it as it had arrived at 3 AM on the same day !!! There is no explanation for the same by the customer support.
- Since the vehicle was not cleaned, not only was it dirty from inside but also it was stinking badly while we expected to be cleaned and sanitised. After 3 days of reporting the issue there was no follow up from Redbus.However, when I called to check for refund as promised, I was told to share the pics of the vehicle after 3 days of reporting even though they have the vehicle number which was given to me.
- The driver had arrived the same morning at 3 AM . He was just not in a position to drive !! It was quite unsafe.
- The vehicle was at least 7-8 years old with the front tyres completely worn out.
- I was given a different vehicle number from redbus whereas the vehicle that arrived had another registration number which was HR 58 B 5169 which was a last minute change.When I informed the support team that these days we need to apply online for an e-pass for entry in Uttarakhand which we had already taken based on the vehicle number shared, they were absolutely clueless of any such process.

All the above were confirmed by the driver as well as the operator. The actual mobile number of the driver who arrived was [protected] (Rakesh) which is different from what was shared. I had informed all the above at their help line right then and had spoken with Surya who had confirmed that he would be processing the refund immediately. When I spoke to him 2 days later, he denied having any such conversation

Due to the above, we were forced to take our own vehicle in the last minute.

When I called today to check on the status of the refund, I was told that no refund can be made since the cancellation was made in the last minute.
We never expected this kind of service.