I am writing to express my deep dissatisfaction and frustration regarding a recent experience I had while using Dolphin travel bus service. On 16th Sep 2023, I and several other passengers were traveling on one of your buses with the route Mumbai-Shirdi(bus number 6300). Unfortunately, I feel compelled to bring to everyone’s attention the grossly unprofessional conduct of one of your bus drivers and the inconvenience we faced during our journey.
At approximately 10.45pm, the bus was scheduled to stop below Airoli bridge bus stop, which was the designated pickup point for several passengers(as agreed with the bus driver before reaching the spot), including myself. I arrived at the bus stop well ahead of the scheduled time, along with other passengers, and we were all waiting patiently. I want to emphasize that the bus driver saw us standing there and made eye contact with us and talked to us about the seat number, which we told him. However, to our shock and disbelief, the bus did not stop.
Not only did the bus fail to stop at the specified location despite our clear presence, but the driver’s behavior was also extremely rude when we tried to signal him to stop. His conduct was unbecoming of a professional bus driver, and it left all of us feeling humiliated and mistreated. We did not expect such behavior from a reputed bus service like this.
I believe it is essential for Dolphin to uphold the highest standards of customer service and professionalism. In this instance, the driver’s actions not only inconvenienced us but also reflected poorly on your company’s reputation.
I kindly request that Dolphin should take the following actions to address this matter:
Investigate the incident thoroughly and take appropriate disciplinary action against the bus driver responsible for this unprofessional conduct(his mobile number 986755xxxx / 959482xxxx).
Ensure that all bus drivers receive proper training in customer service and are reminded of the importance of adhering to scheduled/agreed stops and treating passengers with respect and courtesy.
Provide a formal apology to all passengers who were affected by this incident, including myself, for the inconvenience and humiliation we endured.
Implement a system to prevent such incidents from happening in the future, such as clearer communication between drivers and passengers and strict adherence to scheduled stops.
I sincerely hope that Dolphin will take this complaint seriously and take the necessary steps to rectify the situation. I believe that addressing these issues promptly will help maintain the reputation of company and ensure the satisfaction of customers.
I look forward to prompt response and actions taken to address this matter. Dolphin should contact me at the mobile number mentioned in the complaint listed on your website on 16th Sep if require any further information or clarification regarding this incident.