I am a lost customer for redbus as I have had a series of very bad experiences with the service providers. The story started when I booked 2 return tickets Mumbai-Shirdi-Mumbai in the name of my husband on the first weekend of July’08. We were given a ticket of Raj Travels with the phone number of Neeta Travels on it. Due to this error, we missed our morning bus.
On realising the fault, we called up redbus office and told them about the same. The mistake was acknowledged and a refund was promied on phone by the customer care executive. The next week followed without anyone coming with the refund amount on which I promptly called again to remind them of their promise. This time the executive who had done the booking dealt with us, took the details all over again (there was no ledger entry of our complaint registered with them) and assured that we shall be getting an online transfer of the refund money.
Another week passed with no response. On our third call, the girl told that the transfer takes 7 to 8 days and she shall get back to us with its status the following day. When I called again the next day, she was on leave and another customer care executive asked to give all the details all over again. By this time I was tired of explaining the details to a new person on every call and finally gave up the effort.
I am appalled at the state of operations as there is no system of entering customer complaints and an open system of sharing with them on mail whatever is promised on phone. These circumstances have forced me to rethink on my decision of booking tickets thru an online service as their is no sense of ownership amongst the employees and managers in the system. Thanks for the wonderful, eye-opening experience!!