Sugama Tourists — bus broke, down no alternative provided but refund denied

Hello team,

I have raised this concern over phone and email and haven't received any resolution yet. Hence, had to raise the complaint in this forum.

Pnr is 5031106 for journey mangalore to bangalore busno. Ka 51 b 3138, travel date : 19-aug-2018 left mangalore at 10 pm

Our bus broke down at mudigere around 2.30am. There was no alternative transportation provided. We had to wait there with no help since other buses were all full. Finally at 5pm we boarded ksrtc sarige, once again paid on our own and reached back bangalore only after 11am.

When we contacted sugama customer care, they confidently replied over email saying "bus didn't breakdown, hence no refund". We did attach all the details also ksrtc ticket as proof!!

When we called them up, they asked us to come to their main office along with ksrtc ticket, later they'll check and refund only the ksrtc amount.

We booked ticket online, would expect the refund online too.

Requesting you to please look into this issue asap. It's not about the refund. It's about the inconvenience caused to 40 passengers, especially the elderly people, kids who were travelling. Hope such problems do not come up in the future and bus operators don't neglect such issues.