I travelled on 28th May 2013 from Bangalore to Mumbai by your B11r service - PNR DD9500.
I am a regular customer of kesineni and had always liked your service and professionalism.
But this trip changed all that.
Your on board cleaner/ attender made me feel that I was at his mercy and as though travelling for free!!!! He puts on the Movie but closes the screen and the pax in the front seat cannot see anything. (New Design of B11R). Then he reduces the volume so much that we cannot hear anything. ( I understand audio/ video is complimentary - but if u provide something, provide it properly)
You had a driver called Mr. Lokesh who was good and decent. If not for him, passengers would have trashed your cleaner who was rash and arrogant. Such filthy people on such a long journey are not good for your reputation.
Your published time table says that the bus will reach mumbai at 9am. But it reached Pune @ 9. and dropped me in mumbai by 1PM. (4 Hours delay!!!!). Your drivers inform that this is the normal time taken to reach mumbai. So you better change your scheduled arrival time accodingly. Else your on-time performance will be 0%
You can also atleast provide a bottle of water to passengers.
Please make sure that you have good, decent and courteous staff who understand that they represent a brand and a legacy.