Seeing the nice promos, I got attracted to Volvo bus service of Raj Express for traveling from Mumbai to Indore to celebrate Diwali with my parents. I booked 4 tickets (myself, wife and two kids 7 and 11 years) for travel on 25th October 2008. I also booked return tickets (5 tickets, myself, wife, 2 kids and my 62 years old mother) for travel on 2nd November 2008. Booking on it website and a quick payment through credit card was a good experience. Also, I
took note of its cancellation policy, which allows me to cancel the ticket for
a penalty of Rs. 50, 24 hours in advance.
My horror started in following manner. (How my Diwali has been ruined)
Due to business needs, on my return journey, I wanted to cancel my ticket on
return journey, the website do not offer cancellation of one ticket. I need to cancel
full ticket and rebook. Off-course it will take penalty for cancellation of 5
ticket. I started reaching Raj Express customer service. In first place phone
is not picked up, then the supplied phone numbers on email are told to be for
air ticket booking. The new numbers provided after a follow up of two days,
could be reached and after a good followup, it started to cancle one ticket.
But cancellation charges were close to Rs. 150. Reason told to me that
cancellation rules on its website are not updated. :(( THIS IS DAY LIGHT
ONLINE CHEATING. Showing one rule and applying different one not shown to a
customer.
(Part II continue)
Now, on the Dhanteras Day, I reached Chembur to board the
bus at scheduled time of 7 PM (25th Oct 2008). We waited for bus till 9 PM, the
agent told us that bus is stuck in traffic. On bus arrival, we saw a TATA bus
instead of VOLVO bus. On entering, we saw a dirty looking driver and cleaner
(its website says uniformed staff).
This bus moved slowly out of Mumbai via Thane on Agra-Bombay Road. This was
suppose to have stop for Dinner around 10 PM, but at 11.30 on passengers insistence,
driver stopped the bus on a road side stinking dhabha. (Raj website says they
have Rest Area along the route for passenger)
The AC of this bus have problem with Thermostat. So when switched on, it
freezes you, once switched off, it starts sweating. So along the way passengers
were shouting every hour for AC switch on and off. (Think of condition of Woman
and children)
This bus had schedule to reach Indore at 7.15 AM. At 7 AM in morning we found
bus standing on highway at Maharashtra / MP border. The driver and cleaner were
missing. After half an hour, myself and some 10 passenger started searching for
them. We came to know that they have gone to check post of RTO. On reaching
this office, the RTO officer on duty informed us that this bus do not have
necessary permit to carry passengers. The document in bus shows that this is a
tour bus carry a tour party and not daily bus service as that needs them to pay
higher taxes. We could trace the driver in one hour time, who was trying on a nearby
phone booth to reach the bus owners. After a lot of shouting and demonstration
at RTO check post and the driver did some bribing to officers this bus for let
off.
Next stop after an hour was MP RTO check post. Same issues,
again bus was halted for 45 minutes till driver paid off the authorities there.
Next we enquired the driver, why the bus is running so slow.
He shown us front wheel of bus, which
had a damaged tire. He said, he had complainst this to company before starting the
bus, but management pushed him to carry bus. The bus can not run above speed of
50-60 KM per hour as this carry accident risk.
Finally, we took a halt for breakfast at 11 AM at Dudhi. Our
onward journey we reached Indore at 3 PM, on entering the city driver enquired
with passenger about the city roads and he was travelling for first time on
this route. ( RAJ Express claims that they have trained drivers)
After this horrific experience, I was not in a mood to
travel on my return journey booked for 2nd November 2008. Thus, I
promptly went online and cancelled the entire return ticket on 27th
October. Till date (5th November) this money has not been refunded
to my credit card. I have sent emails to all available addresses and none of
the mails have been replied.
I could manage to reach on phone Ms. Sejal, (head of
operation) who asked me to put these things in email and sent her, which I
already done, but no response are refund in site.
I am enquiring consumer forum and legal advice, to get
action taken on this bus operator. I encourage, others to contact me, if they
also share such experience. It is illegal to sell ticket for service, where one
do not have legal permit to run it. Also, in case of any accident, passengers
would not get any compensation of insurance companies.
Photo of Bus, Driver and cleaner are enclosed. Check the bus number plate which is hand written.