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60%
3.15 

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Bad service
May 23, 2024 11:17 PM 752 Views (via Mobile)
(Updated May 25, 2024 04:03 PM)

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I don't recommend as I had bad experience during my travel to Kullu Manali.


1. Having tie-up with low class bus travels.


2. Not professional in customer service.


3. Delay in response to queries during travel period.


4. Not helpful for customers.


Issues


1. Poor Volvo Bus Transportation: The transportation services were poorly organized. We experienced long delays and missed several key activities that were part of our itinerary. Additionally, the quality of the vehicles provided was subpar.


# Incident


We were informed that our bus from Delhi to Manali would arrive between 6 to 7 PM at Vee Kay Travels, Majnu Ka Tilla. To ensure everything was in order, we arrived an hour early and inquired about our booking at Vee Kay Travels. To our surprise, we were then told that the bus was actually scheduled to arrive at 8 PM. The bus number and timings initially shared with us were incorrect.


We attempted to reach out to the Thrillophilia Guest Experience Officer but received no response. When we called Thrillophilia support, we were instructed to contact the bus travel agency directly for further details. This left us feeling helpless and forced to wait until the bus arrived. At 8:15 PM, upon further inquiry, Vee Kay Travels informed us that the bus was actually scheduled for 10 PM, and they blamed Thrillophilia for the confusion.


After a frustrating wait, the bus finally arrived at 10:45 PM, but we were directed to a different pickup point, 1-2 kilometers away, without any proper explanation. Without any food, we had to wait until the bus started at 11:15 PM and then stopped for dinner at 1:45 AM.


We ultimately reached Manali at 12:45 PM the next day, far later than expected. The entire experience was marred by miscommunication and a lack of support, with each party blaming the other.


2. Poor Customer Support: We faced significant difficulties when trying to contact your customer support team. Calls and emails went unanswered, and when we did receive a response, it was neither helpful nor timely.


# Incident


We informed Thrillophilia about our extended stay in Manali for an additional day due to the initial delay upon our arrival. However, this information was not communicated to the hotel reception, nor did we receive any confirmation. Additionally, we requested to change our return booking from a bus to a cab due to the delays we experienced on arrival. Despite this, we did not receive any satisfactory response regarding the cab arrangement.


Finally, Thrillophilia informed us that the cab fare from Manali to Delhi for 2 adults and 1 child(10 years old) would be Rs 16, 000, with no refund provided for the previously booked bus. Although we notified Thrillophilia about the bus cancellation three days in advance, no action was taken by their support team. Ultimately, we decided to book a cab ourselves through MMT for Rs 7, 500, which was less than half the amount quoted by Thrillophilia.


3. Scattered Travel Information: The communication of information was not centralized, leading to significant confusion and difficulty in accessing the required travel details. We received some updates via SMS, others through WhatsApp messages, and additional information through email. This fragmented approach made it challenging to keep track of essential details related to our travel arrangements, such as changes in schedules, booking confirmations, and contact information. Having to search across multiple platforms for different pieces of information added unnecessary stress and inconvenience to our trip.


These issues caused considerable inconvenience, frustration and additional cost, detracting from what should have been a memorable and enjoyable trip. The lack of adequate support and the failure to deliver on the promised services were particularly disappointing.


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