I booked VRL travels for a trip to Goa from Bangalore on Oct 2, 2012. I had booked AC sleeper since I was carrying a 9-month old baby along with me. Firstly, my pickup point was Madiwala at 7 PM. When I reached Madiwala, I saw that a non-AC sleeper bus was waiting, and VRL personnels said it was a pickup vehicle and it would drop me to Anandarao circle. I was a little unhappy because I paid for AC sleeper and I had to travel in a non-AC bus for 2 hours.
Later, I came to know that it was actually a bus going to Belgaum or somewhere and the passengers for the bus started boarding in other stopping and asked us to move from our seats claiming where we seated was their reserved seats. With luggage and a small baby, we were changing multiple seats. At some point of time, I lost my patience and went and asked the driver to tell me vacant seat numbers so that no one would ask us to move when we were seated, but he suggested to convince the passengers myself. Obviously, if I ask the passengers to wait, then where they would sit and keep their luggage?
After we reached Anandarao circle and boarded into our original bus to Goa, we found that my baby’s pacifier (soother) was missing due to our movements in the pickup bus here and there. Without pacifier, our baby would not sleep. I asked the driver when the bus would leave so that I can search for a shop to buy a pacifier, and the driver said I was already late. What ridiculous!!! I came through their drop bus and how could I be late? We had a restless night making our baby sleep without pacifier whenever she woke up. This also spoiled our tour in Goa. When we reached Goa, we were very tired and was not able to use the day well.
I also asked the driver when the bus will stop for dinner. It was 9:15 PM when I asked him. He said it would stop in another 45 mins. I waited, waited, and waited with hunger. At last, the bus was stopped for dinner at 11:15 PM. I was half sleepy and did not feel like eating as it was nearly mid night. Also, the restaurant where they stopped was not clean or hygiene. It was very much like a road-side hotel. The toilets were stinking.
The bus was supposed to reach Panjim at 9:30 AM and we reached at 11:15 AM. In this experience, bad parts were pickup service, dinner time and location, and punctuality. Otherwise, the travel was okay.
Unfortunately, even when coming back to Bangalore on October 6, I had booked VRL travels. It is when I had a bitter experience. The bus was supposed to depart from Panjim at 6:00 PM. The driver and cleaner did not let us board when we reached at 5:25 PM. Since the bus was parked on the road side (above Mandovi bridge) , there was no place to wait or sit. Finally, we boarded the bus at 5:45 PM. Since it was AC sleeper again, there was no window. We were sweating inside the bus. I my experience, typically, AC is turned on at least 15 mins before departure in an AC bus, but it was not turned on.
I thought the AC would be turned on at least by 6, which was the departure time. 6’o clocked passed; neither the bus started, nor the AC was on. At 6:05, I got down to search for the driver. The driver and the cleaner were smoking, chatting with each other, laughing. They were not even bothered that they missed their time. Finally, the bus started at 6:20. The AC was not still on and we continued to sweat. Our baby started crying because she was sweating. I went to driver and asked him to turn the AC on. He said the AC was already on, and started shouting that "if you keep the door this open, how will you feel? blah blah". What non-sense!!! To talk to him, I had to open the door that was between the passenger area and the driver. I went to my place, finally, the AC was turned after 10 mins, that is 6:30. My baby was screaming for long since it was a hot day and she was sweating very badly.
Things were fine for 10 mins, and my baby started sleeping, and I had a relief sigh. Then, there was some traffic soon after Panjim and the bus started crawling. The bus driver was not caable to stop and and take the bus in traffic. The engine was getting off frequently after he each halt and resume. Very wisely, he switched off the AC so that he could drive in traffic. Again, no AC for another 30 mins, and we were sweating. I opened my laptop bag and took some book out and was using it as hand fan for my baby so that at least she would not wake up. I could manage it for 10 mins, after which my baby woke up and started crying. I became terribly angry because my baby was very uncomfortable even though we paid for the comfort. Also, the other passengers got disturbed because my baby was crying. One of the passenger went to driver to ask him to turn the AC on, but the door between driver and the passenger area was closed, and he was not able to open. He showed some sign, but the driver and the cleaner did not even open the door and asked him to go and sit.
Not only in the traffic, the AC was turned off while the bus was climbing upward road to increase the pickup. Ultimately, we had a sleepless night. The bus was supposed to reach Bangalore at 6:30 AM. I had booked Meru cab from Anandarao circle at 6:30 AM thinking that the bus would be punctual. At around 6, I called up Meru and cancelled the cab. We reached Bangalore at 8:45 AM.
I should also talk about the cleanliness of the bus. It was okay when going to Goa, and while coming back, it was bad. A dirty bed sheet was used to cover the bed, that too the up side down. Then, my wife found that the other of bed sheet was already used and was even more dirty. First thing we did after we reached home was taking bath. I also feared when travelling back that the bus would meet with an accident. Very poor and rash driving. The driver was driving the bus like a two -wheeler, cutting other vehicles in bends. He was applying brakes very hard, and I feared that some vehicle may dash from behind.
I am a very frequent traveler and traveled in various travels. In my experience, certainly, VRL is providing a below-average to poor service. I also have traveled with my baby to various places in bus (in fact, when I took my baby at first in the bus, when she was just 20 days old), and my baby never suffered this much.
I will never travel in VRL again, and I would not recommend it to anyone.