Redbus — Redbus Ticket No - TS[protected]

Website:

m.redbus.in

Hi,
My name is Sajit Sagar and I had booked 2 AC Sleeper tickets for me and my wife through redbus for travel from Vijayawada to Bengaluru on 08/03/2023 in KKaveri travels. As per the itinerary the bus had to leave Vijayawada at 21:30 hours and reach Bengaluru the next day 09/03/2023 @ 08:55 hours. We boarded the bus from the origin boarding point and the bus left. Everything was well till 01:00 hours at midnight when the bus stopped at a place known as Ulavapadu and the bus driver woke us from our sleep and asked us to get down from bus as the bus broke down due to engine failure. All the passengers were made to get down from the bus and our luggage were also removed from the luggage cabin behind the bus and given to us. When we asked the reason for bus breakdown they replied rudely saying the engine failure is nit in their hands and they cannot do anything. They asked us to lodge complaint with the service provider if we want. This horrifying experience did not end there as we were stranded and waiting at the roadside for the mercy of other buses plying in that road to stop their bus by looking at us waving them to stop. In the meantime some buses stopped and some of the passengers were lucky to move ahead of the stampede created by all the passengers and boarded these buses by filling the leftover seats. I couldn't board one as I had to take care of my wife who's suffering from backache and couldn't make her reach the other buses in this stampede. In the meantime I contacted redbus support through chat and got a reply from them that they contacted the bus driver and redbus cannot help as its a technical issue. I also lodged a complaing vide Complaint No[protected] and was told ill get resolution for my complaint within 48 hours and the fact is till now after 2 days also I haven't received any communication from redbus. In the chat they asked me to either wait for 3 hours till the bus operator arranges for alternate vehicle or proceed on my own to my destination. How will I make alternate arrangement for my travel at midnight 2 o clock at a place not known and alien to me that too with my ailing better half who couldn't travel on seater bus. We waited thereon the roadside till 4:30 hours believing the bus driver has arranged for alternate bus and it will reach soon but the truth was that they were just playing with us and there was no arrangements done by them. We were around 10 passengers left at 4:30 hours and we confronted the 3 bus staff present there asking them to make alternate arrangements for our travel instead of resting on the chair when we all passengers were standing with our luggage for more than 3 hours. The bus staff started fighting with us saying they are not gonna help and we can lodge complaint wherever we want. At 5 in the morning we waved at a APSRTC non ac seater bus to stop and all o[censored]s boarded that bus which was heading to tirupathi. We dint get seats to sit and my wife and other ladies were really troubled and tortured by standing for more than 3 hours near roadside and now again stand inside bus. We paid for the bus tickets till tirupathi and after reaching tirupathi at 10 in the morning boarded another KSRTC non ac seater bus to Bengaluru and finally reached Bengaluru by 16:00 hours. I would like to know the role of redbus in situations like this as we are availing service from redbus and not the bus operator as we are booking tickets from redbus site and making payment to redbus and not the operator. It's the duty of redbus to get the due diligence done of the bus operator first and then get them added in their site. Only after I went through the review of KKaveri travels I got to know that this is not the first time this operator is fooling passengers by saying the bus broke down due to engine failure but its their habit and they love to fool their passengers everytime but still redbus loves and likes them adding them in their site. The most important thing to mention is that I haven't received any call from redbus the next day morning asking if the bus operator had aranged any alternate mode of transport or were we able to find any alternative. Redbus is just bothered about getting the money from passengers after ticket is booked and then forget everything. I want full refund of the ticket fare of Rs 3, 150/- that I have paid redbus with additional Rs 10, 000/- compensation for deficiency in service which resulted in mental agony and trauma for me and my ailing wife. I am still waiting redbus team to contact me and provide resolution complaint lodged by me. I will be forced to move legally if I don't get the refund along with the compensation