RedBus is a web-based service where you book a ticket with(mostly) private bus operators across the country. They play the role of booking agents in that they accept the money and issue ticket to you besides internally communicating the booking status to the bus company.
Good things first.
1) The private bus operators often charge variable rates depending upon the time and taking advantage of our desperation. redBus tries to avoid this situation by providing a systematic and proper ticket from the bus operator.
2) A unique innovative platform where you can compare bus routes of various operators and then make a choice.
Some of the limitations of redBus are:
1) The refunds on cancelations can be tedious and time-consuming.
2) When the bus operator cancels the service, the refund is more time consuming because redBus has to verify with the bus operator and then provide the refund.
3) The information about the bus is as-is provided by the bus operator in an ideal condition whereas for actual journeys the bus operator might use a most junk bus. For example they might have uploaded the photo of Benz style vehicle whereas on the real route, the buses that are being operated or worse than the village/town bus. Hence care should be taken to verify the reviews of the bus operator on redBus and elsewhere before booking the ticket.
4) The call center is not a toll-free number. And sometimes there is a lengthy wait. The call center trunk line is also quite weak and it keeps disconnecting itself.