[Resolved]  Redbus — RedBus - Denied Refund for a bus that did not arrive at all

Address:

Bangalore, Karnataka

This is the worst ever experience for me via RedBus. Below are the ticket details. From: Bangalore (Hebbal) To:Hyderabad Date: Oct 22, 2014 Deccan Travels (LuxuryA/C Sleeper) Seat No: DU18, DU17adn DU24 PNR No: 2AZTHS Ticket No: TGBJ44824456 Boarding Point:Hebbal (Bangalore) We have booked the ticket on Oct 22 for Deccan Travels Sleeper which was scheduled to arrive at Hebbal on 10:30PM. It was a rainy day and sadly there is no place to wait at that place except for a bus shelter which was already full. Me, my wife and two small children were waiting to board the bus there for an important engagement in Hyderabad. The Bus din't come on time and more importantly, it never arrived at all. We have waited till 1:00 AM in the midnight and kept on calling the provided numbers to check the status of the bus.Of course, no one answered the call at all, which made us furious as we could not figure out where the bus was. Finally we have figured that the bus will never come and took a cab back to home. It was very difficult to even find a cab at that hour in the night with my family being with me. We some how came back home and called Redbus the following day on 23rdOct about this and they said the issue will be resolved in 24 hours. We were literally happy to hear the turn around time to be 24 Hours and also they said issue details will be mailed to our booking mail id. But we soon realized that the time given 24 hours was just to bluf[censored]s and also the mail never came to us. Nothing has happened even after 24 hours, no resolution and no mail. We did not call on 24th and 25th Oct anticipating some response from Redbus. But unfortunately, we did not get any response at all. Again, no calls, no mails to us. We had no choice and we called Resbus again on 26th to figure out what has happened to the issue and to our utter dismay, there was no service request created when we have called for the first time on 23rd as they have promised on the call. But on this day 26th Oct, as per them, they seem to have raised a service request and they confirmed that the issue will be resolved in 24 hours. They said the service request details will be shared with us over mail and ofcourse as you know no calls and no mails. The redbus agent has confirmed during the call that they are able to see the bus was cancelled and an alternative transport was arranged. Upon confrontation that we stayed at the boarding point and the bus did not come, he said the bus was cancelled and said te refund would be initiated in 24 hours. From 26th Oct, 2014 till 5th Nov, 2014 we have called them 8 times asking for the refund as the bus never arrived and all the times they said the issue was escalated and will be resolved in 24 hours. And in all these calls, i have specifically asked them to send me the details over mail and they said they will be sending the details by end of day. And of course by now you know the strategy right, you will be told that the issue will be resolved in 24 hours, but no mails and no calls. Fed up with this, i have called again on 7th Nov, 2014 and this time, i did not want to talk to the agents as i am getting the same old taught nice answer 'Don't worry sir, the issue will be resolved in 24 hours'. I don't know how many days would include 24 Hours for Redbus, but was not ready to listen to the agents. So i insisted that i wanted to talk to a supervisor so the lady said that i would need to be on-hold for some time. After some time, she has told me that no supervisor is free now and i have to wait for some more time, i told her that i would wait as long as it takes to connect to the supervisor. After having this conversation couple of times, she has routed my call to the supervisor. I started narrating the issue to him, but you know what, the supervisor seems to be from Kolkata location and he has no information on the booking that has been made at Bangalore location. So he started again with their routine of "Sorry sir, your issue will be resolved in 24 Hours'. What the heck is wrong with RedBus?????? I needed to talk to a supervisor who can listen to me and resolve the issue. I don't have to wait for over 30 minutes for the supervisor to answer this standard apology of "Issue will be resolved in 24 Hours" who does not even have details with him to check and assist. Again you can see the strategy used, i wanted to talk to a supervisor and here he is "just to talk, but not to resolve the issue. Why was the call even transfered to a location other than Bangalore if they know that they will not have the details?? Again during this call, the supervisor himself has confirmed that they will be sending the mail with detais on the issue and the "ISSUE WILL BE RESOLVED IN 24 HOURS". Till now, i have not heard from them. They dint call, they dint even care to send mail despite calling them over 8 times for an issue which seems to have been escalated. I sincerely felt, there seems to be a goofup happening between the Bus Travels and Redbus as i do not see any hope from them in resolving the issue. Thanks, Some Very irritated redbus user