Good customer service. Review on Redbus

In the last four months I had to book my bus tickets at the last moment due to family emergencies and had to face irresponsible bus operators.

First one: One the travel day the bus operator called me and said the bus to my destination is delayed by four hours, but it left only after five hours around 10 pm.  The next day morning the bus took a diversion instead of going to the place where I had booked the ticket. When I approached the driver, he said he is a new driver and the bus operator has cheated me. Because the bus never goes to the place I wanted. So, I had to get down and travel for another two hours to reach my destination. After I got down from the bus I called Redbus customer care and complained about it and I did not have time to follow up with them.

Second one: For this travel I booked the ticket fours before my travel time. This bus was late by one hour and it after 10:30 pm. I booked a Volvo AC Bus but the bus we traveled was an ordinary AC bus which did not provide blanket or water. However the charges was more then the Volvo Multi Axel bus.

It looked like the driver was in no mood to drive, every one hour he stopped the bus to have tea and snacks. In eight hours the bus traveled only 210 kms after which the driver stopped at a road side tea stall and said the bus has broken down it will not go any further.

Both these travel turned out to be very frustrating and disappointing.

However I was surprised for my first complaint, Redbus refunded the complete ticket charges to my back account. In fact when I complained I did not ask for any refund.

For the second travel, I sent an email about the worst travel experience and this time too Redbus refunded the entire ticket charges.

Even though Redbus will not be in a position to compensate the delay and mental agony that was caused by the irresponsible bus operators, I appreciate its effort to take responsibility by refunding the charges.

My suggestion is when too many people give negative feedback about a bus operator, Redbus should take up the matter with the operator and work with them to improve their service. If the operator fails to do so, then it should be removed from Redbus site.