[Resolved]  Redbus — refund is not issued by red bus customer support.

Website:

www.redbus.in

This complaint is against refund required for below mentioned ticket -
Trip Id: TM2T28602961
Bus Operator: VRL
Customer: Ayaz Ali (39 Years)
Date & Time of Journey:[protected] | 11.16 PM)

Because of email (please find attached email copy) which I received from red bus care on[protected].38AM which states that VRL bus was cancelled by the operator. I saw that email at 5PM in the evening. After that to confirm what it is about I've contacted customer care. While talking to him, he told me that when your phone is not reachable we send bus cancellation information in email. I told him to confirm with bus operator. After some time he told that bus operator cancelled their service and they didn't provide alternate options. He told me to book another ticket and take the refund from VRL counter. I confirmed with him twice and requested him to connect me with his senior team members but he disconnected the call after keeping me on hold for more than 10 min. I made another call to customer care and he also confirmed the same thing.

After that I booked another ticket for the same time, same journey and same person (please find attached ticket details for reference). After doing that at the time of journey I got a call from VRL travels and they told me that bus was not cancelled. I thought what the hell. I booked another ticket after confirming it with customer care and he is saying bus was not cancelled. I've sent email to support just after that (please find attached email copy).

Because of the miscommunication I had booked another ticket by paying 2-3 hundred extra on actual amount.

I've raised the complaint asking who is going to refund 1680/- rs for that cancelled journey. I know it's because of red bus customer support miscommunication all mess happen.

They took 2-3 days for investigation and after that they told me that it was not their mistake and it was done by me. First I got frustated with all these. She told me that you've raised bus cancellation request on the portal and because of that you received that email. But I asked her I did that 3 days before and that was for another bus which was from PUNE-BHARUCH. She was not listening to me at all and told me that they can't issue the refund. I asked her simple thing if I did that 3 days before then that email should have been came on 25th JAN itself. Even though if by mistake I've raised the request but before booking another ticket I've called customer care to clarify on those but they said that bus operator cancelled the service. If they've properly checked and confirmed with bus operator I shoudn't have booked another ticket and I would have travel into that bus. But she is not accepting it at all and was trying to impose her decision on me.

I think consumer forum will help me in this regard. If we get all call recordings which I've done 28th and rest of the thing I've in email. If they go through all those carefully then things will get sorted out and I'll on the wining side. It just that RED BUS customer support service is not accepting that mistake is done on their end and don't wanted to initiate the refund.