Intercape
Reviews and Complaints

I booked a ticket with Intercape and I wanted to cancel they said it is too late to do that I must change the route. I did that but since I do not want to use the bus again because it is uncomfortable and expensive I called again to cancel but now they are saying I cannot get a refund because a voucher was used to re-book. This is unfair because I used my cash to book the bus and imagine losing R650. I want my money back.

My name is Melanie Clarisse ticket number 2604190152PK678, bus 702 from Pretoria to Cape Town on 26 April 2019. To start with the bus left Pretoria 30minutes later than indicated. Then spent an hour at Johannesburg station with no explanation. When we finally departed I was subjected to a lengthy Christian infomercial and all the alleged benefits of travelling with Intercape. We had a 15minute stop at a facility in Kimberley where there were only 2 female toilets expected to service our bus as well as the other bus service who pulled in at the same time as us. Thereafter we left Kimberly and after 7hours of driving without any stopping for leg stretching or fresh air, I enquired about a stop and I was told that the next stop would be in Laingsberg which was another 2hours from there. We stopped at Victoria West to pick up a passenger who had been waiting for an hour after her pick up time and whilst this took about 10minutes we were not allowed to get off the bus and stretch our legs. The driver drove badly as at one point we were driving on the wrong side of the road. He also stopped in a dark stretch of road and went into the bushes presumably to relive himself while we were basically held hostage. I tried calling the 24hour complaint line and after 10minutes of trying to explain what was going on I asked to speak to the supervisor and I was "cut off" and got no reference number for my complaint. The driver made a point of tapping me on the arm when we eventually stopped and said "now you can go smoke", I found this very insulting as I don't smoke. At Worcester we had to stop again to inflate the flat tyre? How were we driving so far with a less than serviceable wheel? The attitude of the drivers and the lack of real time support from their office was shocking.

Was told to be at the pick up point 20 minutes earlier. We waited for an hour and then was told in a cold manner that the bus we were supposed to take is now going in for a service. The staff could not give us information of when we are going to be picked up after that as they said and I quote "we dont know, it could be 2 hours from now or 6hours from now, you must just wait"... The bus registration is icg712 gp. The info on the bus states 90 montreal drive, morris close, airport industrial. This is supposed to be a service and its like they are doing us a favour. It is not our fault that intercape staff messed up somewhere along the line so bad that it now has to leave clients stranded for hours just so that intercape can catch up with a service... My ticket number is 1803190129rx777... Travelling from somerset west to humansdorp. My email address is [protected]@gmail.com... You come to me with a solution... Thanks... Unacceptable

So here I am, myself and the rest of everyone on the bus here with me. Left durban to go to jo'burg at 22:00 last night, 4 hours later after 2 unexplained delays, we are stuck in estcourt, the problem: "the bus is overheating and the water pipe is bust". I thought intercape "checks their buses for service blah-blah, or whatever they call it. This is completely unacceptable. The apparent solutions have went from"we're waiting for another bus"to"a mechanic from somewhere in estcourt is on the way". I run out of words to explain the kind of inconvenience this is going to cause me right now because i've got business to do in jo'burg and still have to get back to durban to work in the next 24 hours. Completely unacceptable intercape! Im thoroughly disappointed!

On Sat 9th of Feb 2019 at 5:50am, myself and my very good friend Mary Jane Zimri went to the intercape bus stop at Intercape office, Mabel street nr 8 for a 6:35am departure and 11:55am arrival in Mosselbay. This being our very first bus trip in our lives and with the trip getting us to Mosselbay for our best friends wedding at 4pm we were anxious and very nervous. So we got there and waited asking other bus patrons what we need to do, they instructing us to just wait in line. Also during this time no announcements were made and no Intercape staff visible. However as other Intercape busses pulled up we would proceed to ask the bus conductor and he would say its not our bus. Eventually we started making a loud commotion about the bus being late, at this time it was 6:44am. A patron who had just disembarked told us to go to the Intercape desk inside a building behind us. We get to the desk, the woman at the counter although sweet in nature could offer us no help. We then caught an Uber from the Belville station to the next stop which would be Shell garage in Somerset West with a 7:20am stop. We asked if she could not contact the driver and ask if he could just maybe wait a bit, or if there was anything she could do to help. She said that she could not. Anyway so we rushed thru to Shell Somerset West at full speed, on route I called help desk to find out if there was no way they could accomodate us. The woman on the phone was not helpful nor pleasant at all. Eventually at 7:26am we reached the Shell Somerset West stop to no avail. We had just missed the bus. We then found a Intercape van at the stop and asked him for anysort of help or even help to get new travelling arrangements as we were at a loss of what to do next. We were highly stressed and emotional and no one at Intercape seemed to care or want to help us. This has trully put a sour taste in our mouths and we were appalled at the insensitive way first time bus travellers were handled, especially on such a big day in our lives and that of our best friend and because no announcements were made or sign up to indicate that we need to first go to the Intercape desk. We ended up paying over R800 each to find alternate travelling arrangements, ontop of the initial and not used R249 for our Intercape bus ticket. I do hope that someone will get back to us regarding this issue.

Good day

I've cancelled a ticket on the 12 th of December 2018. The lady asked for my bank details and said it would take about 2 to 3 weeks for the refunding.in January there was no refund. I called and one lady rudely explained that the money was refunded on 11 January 2019. One week went passed no money reflecting in my bank account. I called Intercape numerous times just to here the money was refunded. At last someone was nice enough to look into it. He read out my bank acc number and it was wrong. I called Intercape again and the lady I then spoke to also gave me the wrongs bank details. Finally they listened to the recordings and the one I spoke to for the cancellation wrote down the wrong bank details. Today I call them again because I was told they gave the refund dept the correct details abd it will take 1 week. It's been 2 weeks no refund.

I called the call center and it didn't help. The drivers are being rude and are blocking everyone in the bus to sit at the back. Registration details: ICG 707 GP.
They are rude, when I asked them why are they blocking us they were being sarcastic about it.
My details: [protected]
Ticket no:0202190130TP612

I'd appreciate if I'd be called back today

Hi

I am an unsatisfied client in the bus
Intercape bus Number 202
Going to Johannesburg
Toilet is not working from Bloemfontein we haven't got to a stop for bathrooms.

And there was a time the bus stopped for no reason.

Still in the bus can you atleast call this driver and ask him to stop somewhere so that we can go to the bathroom atleast?

BAD Service!

To whom it may concern

I am extremely unhappy with the service intercape offered me on my trip from paarl to humansdorp. First we get to somerset west, then there is something wrong with the bus. So they bring another bus after standing a hour min waiting. The bus gets there then we are off. We get to riviersonderend and then the bus gives also some kind of trouble. Because of this I am gona miss a very important job interview tommorrow because of intercape failure to live up to their slogan. Safe yes, dependable no, affordable yes. Extremely dissapointed. I insist that intercape reimburses me for my ticket and give me a voucher. On the bus intercape shows of all the inspections that is done on a bus before it departures.. Clearly thats not the case..

Hope to hear from your offices soon.

Thank you

Mr jacobus mathysen

Email: [protected]@gmail.com

Ps. Please find attached ticket of trip

Hi I Ms Caroline Chauke and my family of 5 we took bus from Pretoria to Durban on the 21 December at 8:15 the departure time was late and the bus was not in condition was no aircon, toilet dirty, chairs not comfortable and the way it was hot kids have to undress and second on our return 28 December 11:00 and the same bus have faulty we have to change to other bus on the way was raining nd the bus was leaking and the was old man in front of my sit we were sitting next to each other we were wet the windows was leaking we have to use the tissues to close the holes on the windows and the was no waist plastic on our sit to put dirty stuff I don't what to do in future. Thanks.
My cell number is [protected]

Booked my ticket a week ago came the day I had to travel got into a bus no 1 said anything only when on the way already they started telling us that they don't stop at my destination which is Qumbu and they said we must either get of at mt frere or mtata wher do we get the money to go from mtata to Qumbu if we paid for our tickets and they were very rude I want my money back

Me and my family took bus 132 From Cpt To Pe there was absolutely no communication from the intercape staff the bus arrived 2 hours later In Pe, we were not notified that we are going to stop for a break I traveled with 2 kids top seats in bus I didn't know if I can take them to the toilet or buy something to eat because there was no communication Intercaoe was always my preferred bus service but I'm very unhappy about our trip yesterday, said with al due respect what u advertise is not the service delivery we got yesterday. Departed cape Town 6:35 returned to the bus office and stood there for 30 minutes not knowing what is happening . Then stopped to hook a trailer the drivers just got out into the intercape taxi not telling us what is going on all the way I had to ask can we go to the stop wasn't a pleasant journey att all,

10.12.2018 - booked bus ticket from Durban to Cape Town. Unfortunately due to a slight case of food poisoning, I missed the bus. I then attempted to drive to Pietermaritzburg to get the bus there, because I was told I cannot change the ticket. The nausea and stomach aches became so severe that I couldn't get to PMB on time either. Now I am told by Customer service that I cannot get a refund or even part thereof, unless I can prove that I was hospitalised at the time of departure. Who anticipates falling ill and if I had to get on the bus, then got sick, they would in any case have dropped me at the nearest point and carried on their merry way

i called the call centre on the 03-12-2018 i spoke to the gentleman by the name of Unathi. i was confirming if my ticket that i booked for the 12-12-2018 was valid, apparently the ticket was changed so i queried the change of that ticket without my request. he then listen to the call i made the day the ticket was changed and he called me back to say on the call i requested for the ticket to be changed, i then requested to listen to the recording he refused to play the recording to me and i insisted, eventually he then gave the call to Rhyana, i assume she is a quality assessor who then play the recording for me, nowhere on the recording i mentioned the change of the ticket, i asked her if which part of the recording is requesting for the change of the ticket, she couldnt answer.she then request me to lodge a complaint, i asked her how do i lodge a complaint, she then said she will ask her supervisor to listen to the call and she will call me back, than was on the 03-12-2018, today is the 10-12-2018 and i am suppose to be on the coach to cape town, ticket that was changed. i am still waiting for the call.

On trying to check in intercape they find that amongst my luggage is a bottle of whiskey and they tell me that they do not allow alcohol on board.I agree that I will leave it behind but they refuse me because there is alcohol in my stomach.How they arrived at this absurd conclusion when they did not put me under breatherliser is shocking.At any rate I had concurred to their demand to leave the bottle behind.I was given no refund and was told point blank that I was not going to be helped.

We embark the 219 bus on the 1 Nov 2018. Driver left the bus and we are stranded with 1 driver and waited for a second one. Bus broke down at Citrusdal stranded for 3 hours. New bus arrived in the early hours. Bus running late for almost 5 hours. No entertainment no plastic bags no sound on entertaiment. Is this what we ar paying for. Very disappointed

On the 29th of October 2018, I was booked for a bus from Cape Town to Ladybrand at 16:30. I got to the bus late but I managed to get it. I could not go to the office. The driver was kind enough to explain to me that I was suppose to check in and weigh my luggage but since I am late, he will let me check in at the next stop which is Bellville. When we got to Bellville, I got off the bus and went straight to check in and weigh my luggage. I asked the guy who was there if this is what checking in is. He said yes. I am not familiar with these checking in and signing in terms. That's why I asked him. So afterwards, I left the office without going to the front desk. Next thing, I'm sitfing on the bus and a lady comes and says that she has been assigned my seat. We don't argue, she says she will call the intercape lady to come and sort it out because we both do not know what is happening. The lady comes in and asks to cgeck our tickets. She finds that I did not sign in. Now I am even more confused. I let her know that I did check in because I thought they were the same thing. She raised her voice and told me that I did not sign in and it is not the same thing. She rudely told me not to ever just get on the bus. I felt so small. I felt so insignificant because of the way she spoke to me. I cried for most of the trip. I am hurt beyond words because I work in a customer service environment and I know how difficult customers can get, but I am by far one of the most humble people ever. I did not argue with her. I just shrunk in disbelief. I was wrong. I was not going to argue that. I was definately wrong to not sign in but I did not deserve to have someone speak to me that way to a point of crying on the bus.

Evety time we stop to pick up or drop of people the smokers on the bus gets off. And takes 20 to 30min to get back on. We should have been in Midrand by 20:00. We are only leaving Pretoria station now. My family has already been waiting for me before 20:00 and is still waiting.
We just stopped once again next to the road for who knows what reason! We still have to travel home from the bus station and will arrive at home who knows what time.
This is totally unexeptable.

Dear Intercape

I would like to lodge a formal complaint to Intercape Bus services. I am writing for the attention of your customer experience team.

I bought my dad a bus ticket from Pretoria to Durban
My Dad boarded the Intercape bus in Pretoria Station at 06:00 am to come visit me in Durban and was supposed to arrive in Durban at 18:00 pm
I have to say however i was hirely disappointed and disgusted by the services and the experience on the by the Intercape Bus services.

As they were travelling the first bus broke down in Harrismith at 15: 00 PM. The Passengers were then informed that they had to wait for the bus to be repaired which to 2 hours, after failing to fix it they were then informed that a second bus will come collect them. Eventually they were transferred to a second bus, but Horrifically as they were travelling again the second bus also broke down. Keep in mind that this is the second bus and the second break down within period of 5 hours.

Again they were informed that a technician will come repair the bus. It was exactly at 19:00 PM when the bus was fixed. At this time myself and my family we are extremely worried about my dad and his phone is running out battery. horrifically his battery died and could not get hold of him. I waited at the beach front (where he was suppossed to get off) until 11:00 PM. The fact that i could not get hold of him, i was stressed thinking that maybe he got off at Durban Sation, so I then decided to drive to Durban Station . When i got to Durban Station i asked around to find out if the bus that broke down coming from Pretoria arrived (fortunetely a passenger who was one same bus, informed me that the bus just left now heading to the Depot). Here i am speeding chasing after the bus, i eventually caught up with bus at Beach front where my dad arrived at 11:45 PM

I am extremelly unsatisfied with your services, how is possible that 2 busses can break down within a period of 5 hours?

Are these busses not serviced ?

I regret making use of your services, for wasting money for this terrible experience.
I requesting that these busses must be serviced and if old they must be dispossed because people's lives are at risk

Regards
Kabelo
[protected]@gmail.com
[protected]

We took the bus from bellville to humansdorp on 20/10.
The toilet was disgustingly dirty, had a horrible urine smell, no toilet paper (luxury bus!?!?!)
The bus was full but more passengers got on and sat on the floor! With that people was a toddler, that was walking up and down the whole time crying and pestering other passengers!
The movie was replayed 3 times (stopped halfway and started at random spot)
But the worst was they do not announce stops! If I did not wake by accident we would not gotten off at our destination. How unprofessional and pathetic!
I would definitely not recommend intercape or use this service again.