Jul 18, 2016 03:31 PM
21909 Views
I booked three tickets(seat number 1, 2 & 3), 1 from Indore to Pune(Jul 12, 2016 @ 8PM) and 2 from Shirpur to Pune(Ju 13, 2016 @ 12:25 am). Both bookings represent same bus journey, which was cancelled mid way(Dhulia) due to vehicle breakdown.
Bus broke down around 1:30 in the morning somewhere in Dhulia and my three relatives who were travelling waited for alternate vehicle till 4-5 am in the morning but still no alternate vehicle could be arranged. The staff in the bus suggested that passengers can make there on arrangement as that bus which broke down was the last bus of the night and they were sure company would not arrange the alternate bus as the bus they were travelling in was the last bus of the day
All 3 passengers arranged to go back aishwaryasingh23ing extra from the pocket. Now when tried contacting the Bus operator Hans Travel and Via.com the mediator for booking nether of the parties were even aware that the journey was cancelled midway. Both parties asked for some time to get back. Still no one got back instead I had to call back both and after lot of communication and negotiation Operator offered 50% refund, that too was to be provided at the Bus operators office in Indore in cash only basis.
Now firstly I argued that bus journey was not cancelled by the travellers but by the operator due to vehicle breakdown, hence refund should be 100% and not 50%.
Secondly, I stay in Bangalore and it was not possible for me to travel to Indore which is again 2 day journey that too not a direct bus. Also travelling to Indore for refund would have been costlier than the refund amount itself.
We demanded both operator and the mediator to arrange 100% refund and that to directly in the bank account or to the same mode from where the aishwaryasingh23ment was initiated, but neither Hans travel nor VIA.com has come back with the solution till now.
One thing to notice here is that, Hans travel already having bad name in the market but I atleast expected VIA.com to respond actively to the matter in favour of customer. They should have taken a lead and refunded the amount immediately, but even thy failed. Infact when I asked for the same to VIA, I was told they need to ask operator, and they told me the same thing again after talking to the operator that "go to operator in Indore and collect 50% amt from there."
I had been a loyal customer of VIA.com but this was utter nonsense. VIA staff should understand the obvious that customer was not at the fault customer should get full support and refund in first place. Insted via.com staff seems to be courteous to the operator and supporting them with there 50% theory for faailed journey. VIA customer executive took Hans Customer executive on conference and made us talk, which was again useless.
VIA.com which represent a corporate company is expected to take a quick action in favour of loyal customer and make a immediate refund to customer and block / recover the amount from Hans Travel by deducting from the pending dues which VIA wd be suppose to aishwaryasingh23 to Hans for their other bookings. But they failed miserably and lost their regular and loyal customer.
VIA Booking references:-
Regards,
