I had one of the most traumatic travel experiences with IntrCity SmartBus on 23rd April 2025(Bus No: TN-02-CC-5545, Service 275 Chennai to Bangalore). I never imagined something like this could happen on a premium bus service that claims to value customer safety.
Their bus captain(visible in the attached video) first refused to let me board despite having a valid ticket. After a long struggle, when I finally boarded, he asked me to get down in an arrogant and disrespectful tone. I tried recording this behavior as proof thats when things turned violent. The captain grabbed my hand aggressively and physically attacked me. This was an unprovoked assault and clearly visible in the video Ive attached to the complaint.
To make matters worse:
I raised a complaint and no one from customer care contacted me.
The ticket was closed without my consent, as if nothing happened.
Each time I tried to call them, I was put on hold for 30+ minutes and then disconnected.
There is no way to directly speak to a responsible person theyve made sure you cant reach them.
Whats shocking is that their buses have CCTV cameras, yet theyre refusing to review the footage or provide it.
Ive recorded all call interactions and am keeping track of this irresponsible behavior.
Such services are a threat to passenger safety. I used to trust IntrCity, but after this incident, Ill never travel with them again and will actively warn others. If they can’t protect passengers from their own staff, what kind of safety are they promising?
Strongly DO NOT recommend IntrCity. Think twice before booking your safety may be at risk.