Intercape
Reviews and Complaints

The bus departed from durban station to Johannesburg park station at 23:00 on the 17th of june 2018 and arrived at 06:15 18 jund 2018. The bus drivers of this bus refused to switch of the freezing air condition system or atleast to raise the temperature slighlty. I and other customers of intercape asked them to raise the temperature and they just did not bother and kept on saying they are trying or in my case, told me that the system does not work. The temperature was so low that I couldn't feel my hands and feet.
As a loyal customer of intercape I expect something to be done about these drivers, I feel sorry for customers who brought childern along on this unpleasant journey that we had.

If conformation of this is needed, contact any of the customers who where on this bus and they will tell you the same.

Regards

Loyal intercape customer

I was entering the buss and I admit that It didn't even took me 5 minutes to go tthrough my pockets to find the ticket in question by the driver and it wasn't the ticket he was looking for it was a peace of paper about thing else and then he told me why am I holding up all the other people behind me so I am highly discussed I am an extremely compassionate person loving people ect he didn't even welcome me on the bus 616 today the 10 of June 2016 I will make it my upmost recommendation that this Christian based company that I loved before today isn't Christian at all and doesn't care about the mood of their clients thank you although I am on the bus now I will never ever use this service again poor service for the 1st time ever I am a very unsasatisfied client on the intercape. May God bless your company and I am very sorry for the bad review but the driver sucks big time the person handling the luggage were more respectful towards me than the driver thank you very much let me know if you need more information regards Le Roi
[protected]

I would like to complain about delays in parcel deliveries. A parcel I sent took over 48hrs to get to the recipient. After having called the customer service centre countless times and being told it had surely arrived the recipient only got there and did not find the parcel. After numerous visits to the parcel centre I sent it from and many calls dropped by your call centre agents, it was only confirmed later (after having called from the parcel centre) that there was a breakdown and parcels left with the bus to the depot and were yet to be retrieved. While your terms and conditions of carriage may specify that you are not liable for this, I do not see the purpose of you collecting our numbers if you are not going to be communicating with us and updating us on the status of our parcels. Your brand is well know for efficiency as well as being expensive, it would only be fair for you to give customers value for their money.

Bus no 411 from Dbn to Pretoria on the 2nd/3rd June 2018 (night service). I always travel with intercape and experience bad service grom rude drivers to unserviced busses, last night though it was worse! Firstly when the bus was leaving Dbn someone had messed up the toilet, it smelled it was unbearable m, secondly along the way the heat in the bus was way too much i even had to make a way to ask a driver to turn it down and he didn't. To top it all up around 4:30am as we were approaching Jhb the driver decided to play some pathetic jazz music so loud thst everyone got up, this was just [censored] for service, your satisfactory customer service has dropped and it's disgusting !

I want to inform about the terrible service that intercape reserved us for last night. We took the bus from Windhoek to Victoria falls and someone stole our money from the bus, the intercape gays were there on the bus and nobody check the luggages! We informed them and nobody said one word to the other people on the bus! We are pretty sure that everyone knew perfectly who stole our money but since we are tourists, nobody helped us! Furthermore the toilet was without water! Very dirty and smell! We reach Victoria at 3 pm and not at 10 am! Nobody told us when we can go down from the bus, when to go for the visa ecc! All the guys and the driver were very in polite and not friendly! Old and smelly bus!
TERRIBLE SERVICE!

My niece book a ticket for 1 may 2018 and suppose to leave 13:30. At 6 o clock still no bus. She went to ask for refund and got refused. 6:15 still no bus and she walked away. Now we phoning to find out and intercape people telling us the bus was there at 6. Are we retarded that we didnt see the bus. And they dont want to give money back. Who must i complain to. They are ripping the people off

6 April 2018 I booked a ticket for my 13 year old daughter from JHB to PE the departure time on the ticket was 17H00 my sister took her to the station on time but when they went to the help desk they told them to wait at the back they went 3 times to the help desk to tell them she need to get on the 17H00 bus but still they didn't get assistance eventually when they were helped the bus left already now they don't want to refund my money I had to buy another ticket I will never use their services again they were very rood and now they want to say my daughter missed the bus its my fault not theirs really disgusted with their services.

I am complaining about the 3 hour delay from queenstown to johannesburg on the 7th of april 2018 for the 20:00 bus.

We froze our butts off nevermind the inconvenience of arriving at our destination 3 hours late.

I am seriously unhappy with the service I received both with the office people and with the call centre, who were utterly useless in assisting in any way!

I then requested a refund and was told that its not possible even though I had made alternative plans for myself.

Then the 22:00 bus arrived and instead of taking passengers in who were waiting your office continued to sell new tickets therefore people who arrived way after us got on the bus.!

This is not acceptable at all and I need a full explanation and some kind of compensation.

Get back to me urgently before I escalate this matter further!

Hi

We traveling from Bellville in cape Town to port Elizabeth, the bus was late and after about an hour I decided to go see why and when it will arrive. I got 1 of the guys working there and he said it will take bout another 30mins.
So hence I paid R900 bucks a ticket that normally cost R400 I expected them to give us better service. I asked the guy that works there, if it was vice versa they will not wait 1 minute for you. His exact word were " we have terms and conditions, your money not enough to make a whole bus wait on you".
Guys the bus was so old it was not worth the R900.

I picked up my Mother (bus ticket for Jolanda Hough, seat number 9, from Windhoek to Ongwediva) from the Intercape bus stop at the Engen in Ongwediva (next to CTM) on Saturday, 17 March 2018 at 03:45.
She was soaking wet and cold as she got off the bus. She got rained on in the bus. All of her clothes were wet, including her hand luggage. Her tablet cover was also wet.
This upset me the most. Although, this is not the only incident which upset me.
In Windhoek, after my mother was already seated, another guy got the same seat number as her. As he refused to take another seat, one of the bus hostesses wanted to shift her to another seat.
I do not expect you to treat elders this way. This is completely unacceptable and I am very unhappy. I pay for my mother to drive with your company because of your good name. As such, I do not expect such poor service from Intercape.
It is completely unacceptable that your passengers pay for comfort, but instead they get rained on during all hours of the night and cannot sleep.

I think it best you do not use the bus again until it is fixed. My mother will be traveling to Windhoek again soon, and I really do not want her to get rained on again.

Im on the bus number 161 from joburg to durban, since we left at 8:40 the bus has been stopping along the way with no one to inform us as to what the matter is, we stopped 3 times 1st just before Heidelberg mall then we stoped again at Heidelberg mall few miles after that we stopped again. I then, decide to look over the window and notice that the door has been giving them problems. Sadly we are delayed as I made a booking for a hote l such inconvenient Is unexceptional

I made use of Intercape Bus Service for the first time. I booked my seat number two days prior to my departure, and was assured that the booking was made for the departure as well as my return. When I got onto the bus, somebody was already sitting on the seat that I booked. After a considerable waiting period, I was allocated to another seat. On my return, I was informed by a not so friendly and not so helpful bus driver that there is no seat booked, and I must go and look for an available seat to sit.

The toilet facilities on the bus was disgusting - dirty, and in an awful state - on the way the smell on the bus was just as disgusting.

The advertisement of services on Intercape bus service, is that there is charging facilities for your cell phone available on each seat. On both trips I tried several of these chargers, and not one worked! When I asked the bus driver about that, he nonchalantly told me that it does not work.

Is it normal practice for Intercape busses to pick up passengers along the N1 (standing next to the road) - hopping in and sitting on the seats allocated for the bus driver - exactly on the same seats where the passengers that paid for there tickets, were not allowed to sit during the duration of the trip. The passengers that were picked up when the bus stopped next to the road on the busy N1, were dropped at the very first robot in the next town about 150 km further in the next town by stopping at the very first robot in town, instead of at the bus stop in town where all the other passengers got of the bus?

I tuk at 19h45 bus on 02.02.18 from Midrand to Durban. The aircon was on and the driver switched it off after we departed joburg. I went to the driver's door nd knocked for a good 15 minutes with no answer. I perserved until we reached Montrose. When i got out to take a breathe of air i informed the driver to please switch on the aircon because it was too stuffy . He agreed that he will switch it on. That never happened.

The bus broke down just after Montrose in Harrismith at around 2am...we waited for mechanic but the bus could not be fixed nd had to wait for another bus coming from dbn wch arrived at 7am. No aircon was on all that time till we reached dbn.

This is uncalled for...we cant be breathing same breathes for so many hours. Even air frm the aircon above our heads was off all these hours. Please investigate this matter amd create a policy where we can access air wen using your coaches!

I am so disappointed with the service at intercape Johannesburg. I arrived on thurs morning from Durban to connect to a bus to malelane. When I arrived my bus was already late. I went to the counter to ask and they made me join a wrong line for check in and my connecting bus left. Nobody was calling out or asking us like other buses where doing before the bus leaves nobody seemed to care even after they realize they made me hold the wrong que. I am very dissapointed and my day is ruined and money waisted not even a partial refund is in question. Will never bother with intercape ever again. The staff in Johannesburg is rude and unprofessional.

I bought tickets in Harare for Jo-burg to Harare journey for my wife and her sister. I then changed the departure time from evening time to afternoon 25 January 2018.

When they got to the counter, one of your staff said they need a card impression for the purchase. I then drove to the Cresta office in Harare to which the sales rep then called Park Station office and told them I was physically present which my Id card and Bank card.

Your agent at Park Station then continued to insist they need a card impression. I thought this was being unnecessarily hard stanced given that I was there physically.

I have bought multiple Tickets in Harare but never had this problem. I was inconvenienced to drive all the way to Cresta office and show them the cards.

Did you agent really care about these customers travelling? I don't think so. If I was far away or out of reach they would have been denied travel to your agents satisfaction I think. I am disturbed by the manner you agent acted.

I look foward to your response on this matter because in future I want to be certain I will not have such an issue before buying tickets for someone.

Ticket num : [protected] 5X R661
[protected] 5T G300

On the 22 december i was travelling from johannesburg to Umthatha the luggage carrier kept on opening on our way because it was not closed properly and the drivers saw that ...when we arrived at our destination my suite case was not there one of the drivers said we must report the matter ourslf and i reported the matter sent documents that state wht was in the suit case and how much are those things worth, been doing a follow up but today they telling me i was suppose to insure my luggage they is nothing they can do

I booked a bus from Shell Ultra Samrand Midrand for 10:15pm on the 19/01/2018. I was taken to JHB Park Station were we were asked to board another bus only to sit there and be told that the bus has no lights. We were asked to get back into the initial bus whereby 6/7 people had no seats. I waited till 1:00 in the morning for another bus to transport me to Durban. The staff is highly incompetent. They didnt bother to inform us of what was going on. The bus was stinking and fill of cockroaches.
I reached Durban at 9:00 on Saturday morning delaying all my meetings. I always travel to Durban and this was the worse trip ever.

PATHETIC

I booked 3 tickets at a total cost of R893 for my family to travel. The bus arrives at Midrand ultra city smelling of urine. I call the Head office several time before the bus gets to Park Station only to find that nothing was done. The bus air con is not working and the bus is smelling awful. Then the passengers are advised that the lights in the bus are not working resulting in having to feed kids in the dark. No one at intercape seems willing to do anything... the Driver sprays the bus as if that will help. Passengers are travelling in filth for that amount of money. This is just ridiculous and unhygenic to travel for 8 hours like this. There are no further points of escalation and it seems like no one even cares.

I am o my way to Gauteng, we hav been complaining about air conditioning which s not controlled by individual drivers are the ones who Controlling it, Just opened it and it's too cold, I have paid lot of money o get this cheap service, even cheap buses, will make customers Happy, t Happy, this is a worse services I have ever had, distance too long to bare the coldness

I used Intercape to travel from Pretoria to Bellville. (My ticket number was 0412172106ZY740 Sleepliner) The bus departed at 16:45 (later as it should have left which was at 16:15) which is excusable. But then as I met the person allocated in the seat next to me, he remarked that he is not too happy that there is no seatbelt or food tray on his seat (who checks these things?). I found this unacceptable as there were other seats available - he should not have been allocated to a seat that is clearly not suited for a person who payed a reasonable amount of money. Then we had to watch Kangaroo Jack a few times as the dvd clearly got stuck or something. This is also okey as these things do break from time to time. The next morning there was just no tv/movies playing and no driver/staffmember apologising to his customers. Again this is excusable? Then upon arrival at Bellville just before 2pm (instead of the estimated 12:30) me and about 5 other customers were told that our bags can not be unloaded as they are packed too deep in the trailer. How did this happen? We all have clear tags on our suitcases stating that we are traveling to Bellville? So we had to drive with the bus to Cape Town. This was really inconvenient especially after travelling for 21 hours and the mission of organising a lift back to Bellville. I felt sorry for the other people who were in my shoes too, this cost all of us money that we should not have needed to spend. So upon arrival in Cpt and after collecting our bags, we were told to wait as there will be a bus to take us back to Bellville. Only me and another lady heard this, sadly, as the rest of us already had made plans to get back to Bellville. This was not communicated to all of us, I am sure the rest would also have used this transport back to Bellville. So we waited and waited and waited at the station. I then went to the Intercape Desk at the Station to enquire as to which bus we are to look out for and what time will it arrive? The three staff members sitting there did not really want to look up or help me and rather communicated the information I needed to each other in stead of speaking to me in correct professional fashion as a customer should be treated. Not even to mention that they were not friendly at all. Who manages Customer Service at Intercape?Then I went back outside again to wait for the bus and watched another Intercape staffmember (lady) talking to a customer while having a smoke! Intercape is clearly not what it used to be. A bus stopped, apparently not the one we should be getting on, one of the drivers shirt had holes at the back. The other driver shirt was open and he had to button his shirt in front of us. Again - Intercape this is not professional? What market are you targeting? At last at 15:30 a bus (another sleepliner) arrived and after explaining the story to the driver who at first did not understand (and could not communicate properly as he was still eating something) and made a joke, I asked him to respect our (me and the other young lady) situation as we are tired and would really like to get home (by now we are half hour away from having travelled 24hours). He told us where to sit and we were on our way. Then a movie was shown called Dog Jack. This movie is about racism in America, the treatment slaves received from their white owners - a boys father being whipped to death and then the boy being hunted by the whites...Why do we need to watch this on a multi racial bus in a new South Africa - where children also travel. Who decides what movies should be shown? By then I was in tears...extremely tired and truly embaressed as I am caucacian and the lovely lady who made the whole journey with me, now sitting next to me and also tired, is black. Then upon arrival in Bellville (me and her very large suitcases were loaded on the bottom deck with us) I looked the driver in the eye as he opened the door and asked him to help me as its difficult to unload such a heave suitcase down the step. He ignored me and moved on. Another staff member just watched me and said nothing. My dad (who had a back operation) came to help me. Anyway, this is a long sorry letter, I know. And believe it or not, I'm not the type of person to complain. But I have been advertising Intercape to all my friends as a Christian bus company who really offers excellent service and enjoyable journeys, worth paying for a bit more than other bus companies. But I am terribly disappointed about this experience. Intercape, what happened? I look forward to hearing from you.