Intercape
Reviews and Complaints

I would like to complain about the intercape service I got from landline no [protected]. I could say they don't care about the customer.
I've spent the whole morning and afternoon trying to cancel my ticket and get the refund.

I've spent a lot of airtime with no solution because you wait a long time in the cue still when you get assistance problem not resolved.
I've sent more than 2 emails trying to cancel still hoping for the response but nothing . Could you please assist. I don't know where else to get response for intercape buses. They gave me whatsap option it's not helping.

I bought a bus ticket to George on Friday the 1 of October 2021. As I usually travel with intercape and I had all my bags well packed up and I had a busket with which I was told I can't take it with me because there was archar inside, the lady who helped me with weighing my bags asked me to open up the busket I did, she asked me if there was oil inside, I said no because I just bought it there and 20 kg can't be sold mixed unless it is going to be sold on that day. She then asked one of her colleagues working next to her if the archar had oil and she said she doesn't know, all she knows is that the are searching in Johannesburg and they don't want busket. Little did they know am the regular traveler... I kept quiet and went in the bus left my busket outside, called my siblings to come and fetch it there. Can you please assist me, on how your company works with parcels? Because last time I checked intercape have trailers... That are meant for extras and I only had 20 kg that I was willing to pay extra from yet I was told that I can't take. And I had to pay extra courier for things that I could have traveled with using bus... Is it fair treatment or there're some aspects that needs to be explained?

I booked a bus from Stellenbosch to Port Elizabeth. The shuttle arrived at Stellenbosch at 18:25 and drop me off at Somerset West at 18:50 where I waited for a bus which arrived at Somerset at 21:15, meaning I waited outside for a bus for more than 2 hours. The shuttle driver said we can not wait for the bus in the shuttle as he has to go home so we were left stranded at a garage with zero communication from intercape. Nothing was sent to me about the bus delaying or something you were just quite. Not only have you wasted my timebut made me wait at a garage outside for more than 2 hours which is very unsafe and not good for my health and when the bus finally arrived the driver was very rude and disrespectful. Your service is very poor.
Ticket number: ‪[protected]‬QP901
Contact number:[protected]
Email address: [protected]@gmail.com

To whom it may concern

I would Like to complain about the service I received and would like to get a refund on my ticket.

The bus was stopped at Mount Ayliff on the 24 of September 2021 by traffics and we spent 5 hours waiting for someone from the company to assist.

We had no access to water or food and our bodies were tired as passengers and our scheduled time of arrival delayed by 5hours.
Departure
PRETORIA
C/o Paul Kruger and Scheiding Str, Office 4, Pretoria Station
Thu 23 Sep 2021 5:30PM
Arrival
UMTATA
Shell Ultra City, N2 Highway (NOTE: 6KM OUTSIDE CITY CENTRE)
Fri 24 Sep 2021 8:30AM
Duration 15 hours,
Ticket Number 2309210637RL479
Traveller Lukhanyo Mtshingana
Price R650

Bus was two hours late. I arrive at the stop and the service consultants tell me they don't know where the bus is or if it's coming or not. What a [censored] service! Not happy at all with any of this
I'm furthyr please make sure to communicate with passengers well on time. People have jobs to get to and we are trusting you with our time.
Can't be sitting at the bus station for more than 3 hours waiting for a bus in these unprecedented times.

We pay for this damn service, you do not render it for free.

I took the intercape bus from Polokwane to Midrand. I was thoroughly disappointed. They did not stick to the regulations for covid. There was no social distancing. The bus was fully booked. This is against the law. And the TV ads playing on the intercape bus say that they strictly adhere to covid regulations. I'm going to report this.
Amanda Hubbard

My first trip with Intercape was from King William's Town to Jo'burg, the bus toilet was smelling and the toilet door was not closing with irritating banging sound, we ended up covering ourselves because the smell was surpassing even a musk, I had nausea and dizziness all the way.. They did not ended that day, , I thought maybe the route was the problem, maybe other Provinces are better, but no! Intercape is terrible, , , you seemed like you are in a horror movie based in a true story... I recently booked a return trip for my two sisters to King William's Town, , I received a confirmation for one way to King William's Town and I asked my sister to inquire about that as they check in, , , they were told that it is appearing on the the system they must not worry about it, my sister asked for print out and the lady that was assisting her looked at her phone and say "there's no need for it" I was worried because I didn't get any proof of return ticket, , I decided to call them, , a call that made me to wait for more than 10 min listening to their music and voices, , at last a rude lady with a stinky attitude told me thet I keep on mentioning surnames, she wants ref numbers and there's only one way for these people if I paid for a return trip, what is the return date and time, , I told her the date 19th September and the time 18h00, , she said there's nothing here, , just lodge a complaint, I'm putting you through and it was music after for more than 10 min and after the phone was dropped on my ears... My sister told me that even their trip was horrible and scary, , , the bus had very hot air coming out some where, no one informing passengers of the next stop, their luggage were not taken care of by anyone, , seemed to be too long with funny noise and people in the bus ended up asking for a prayer as it was not a comfortable situation..

I took a intercape bus at the beach front in durban on the 17th September 2021. Firstly bus was late as my bus what 21h00 its arrives 21h20. Secondly the driver was so rude does not have manner of approach. Thirdly the bus was like local buses taking us from Beatrice street to bester. I had shock of my life. I paid R309.00 for intercape not even budgetliner. Bus did not have air-conditioned. Was traveling so fast and horrible. I guess I should start using taxis as intercape services is horrible. My ticket number B579FFJ4. I think today service its far less than other bus service.

On the morning of the 16th of September my daughter arrived at JHB, she was at theback of the que for luggage she stepped out for a minute and when she got bak the driver had closed the trailer and left, I would like the luggage returned urgently - she was booked on the 8pm from durban to JHB arriving at 5, Leaane lombard was on the luggage would appreciate urgent assistance

Greetings
My name is Manuela Clarice Mussá De Salema
Firstly - the locations on the intercape website are incorrect and it really frustrates me that they are putting such locations without going to them. I booked a ticket from Matola to Bertrams on the 14th of September. The drivers were rude with me from the beginning and that was a huge issue. We informed him that the bus ticket thatwe had booked made the get off point bertrams. To my surprise the driver made us get off at a different location claiming that he does not want to go to the location of the ticket (bare on mind this driver was rude)
Secondly - the bus was completely inhygienic with it smelling per and the bus being dirty.

I strongly advise against using this bus if they are not going to have good customer service and hygienic buses
I will appreciate if you take note of my complain as we choose Intercape because we trusted your service and it was good.
Thanking you deeply

My mom is currently traveling on your bus from Durban to Johannesburg the 8 September 2021.
The bus is full with no social distance at all. How can this be allowed due to covid restrictions .
Extremely upset and will be taking it further.
She only managed to get a seat at the back of the bus as nothing was available and there are five people sitting at the back.
She is 67 years of age, and to stress about covid and now this isn't good. Very disappointed.

Many thanks
Barbara

On 04 Sept 2021 I booked a bus ticket, paid for it online from Cape Town to Umtata. On the day of travel, 05 Sept 2021, the passagnger woke up with serious COVID related symptoms such as Sore throat, Runny nose and suspected Fever.
I then did what I thought is a responsible thing, as it was a sunday, I couldnt get to the Dr to confirm these symptoms.

I contacted Intercape at 14h15 to inform them about these developments. This was 05hrs before the scheduled travel time. I said to the lady on the email, her name is Rehana P that I have no issues with travelling in this condition, but I am just concerned about other passengers in case indeed I have the COVID 19.

She told me that the best way is to cancel my trip, and they would penalize me 15% for the cancellation. This was Not due to a fault of my own, I was trying to follow the NICD guide lines, and government rules on COVID 19. However, Intercape feels that I need to be penalized 15% for my honesty. I could have kept quiet about this, and travelled, and infect everyone else if I was COVID positive. I feel its Not fair for me to be penalized this way.

It looks like having COVID symptoms in South Africa at Intercape buses is punishable by 15% of the ticket purchase price, I will seek more advice on this, as it does not sound wright to me.

It's covid we sitter bg on top of each other I can't even move I have the person's arms knocking me we have a 17 hour trip. This is disgusting and it's covid I am taking thi further you putting all our life's at risk. Nobody even checks your temperature. Are you so hard up for money you risk others life's

@intercape @prasa I was robbed inside the Intercape offices at gunpoint and receive the worst customer service ever. Worst and most painful experience of my life taking a bus. I had just gotten off one of their busses and went inside to wait for my family to pick me up. I came in and 2 men pretending to be drivers robbed me and another female at gunpoint. We ran to the ticketing window only to be denied protection and also denied a call to the police. Begged to call my husband as my phone and things were taken.

The agent had the nerve to say if we where by them the guys would not have come in as they are scared of the cameras yet when the police came and asked to see the footage as we were robbed inside, now no the cameras are not on.

To make matters worse is to be told the security just went home yet the busses are still operating and we were inside. To have your life threatened and phone and things taken and be told no there's nothing we can do is sick. Not even a call to the police, I had to call them when my parents arrived.

Inside your offices in Port Elizabeth Norwich and no help just a "are they still outside". I will be taking this further as now I am without a phone and without my things I had bought for my son's. Worst customer service ever, the 2 agents there were so unhelpful and even told my husband when he called back they cannot had me the phone due to covid after I even begged them to help me call him. Calling the police was out right refused.

Mrs Y Habana

I have had trouble since 11 Aug 2021 in paying for 2 Intercape bus tickets via their website. I selected the 'Credit Card' option and paid for the tickets 3 times over 2 days. I used my INVESTEC card then later my CAPITEC card. On all 3 attempts the payment went of my bank account successfully.

I have been in contact with them telephonically continuously as well as via multiple emails sent and after 3 failed attempts 'apparently from their side' as they have not received 'according to them' any payment from my side I was forced to pay cash at the CHECKERS in George and I received the bus tickets.

I continuously sent emails with bank statements as proof of payments requesting a refund but they do not respond in any way.

Package not received complaint(Alcohol)

Friday 6 August 2021, time of incident 7:am
Client: Lerato Nkhahle (0608210345WY163)
Intercape employee: Karabo (park station JHB)

Me and my four friends were travelling to Durban using intercape bus services. we bought alcohol and were not aware of the non alcohol policy, only knew policy upon our arrival on Friday. our alcohol was confiscated and were promised by the employee of intercape named Karabo that upon our arrival we shall receive our package. upon our arrival on 9 August 2021 we were then told office is locked and we must come back the following day. we refused as that was going to cost on transport, manager and supervisor promised by Tuesday our package will be delivered to our residential address by one of the staff members. I therefore left my contact details but to date not communication received.

Regards
unhappy intercape customer.

I was at my stop at 12:15 yesterday as my bus was scheduled to arrive at 12:35. Upon arrival of the bus at 12:38 I presented my ticket to the driver. When he saw the ticket he responded by saying I wasn't meant to be on the bus and should wait for other busses. When I asked why he wasn't checking on the pad they usually use to check passengers I was told it doesn't work. After waiting for some time I eventually called the call center and that's when I was told my bus had already passed the stop. The call center agent then requested to speak to a driver of another bus which was heading to the same destination as I was and asked whether they could allow me in that bus.. They couldn't as the bus was full and I was told to wait. I realized that this wouldn't be solved timeously and I booked another ticket for a bus which was meant to be at the same stop at 14:15 because I needed to get back to work. When that bus arrived the driver checked for our names on his device and I was able to get to Durban.

Ticket N0: 28072101311k570 not paid to me or my capitec bank. The agent or representative of Intercape lied to say the refund was deposited as an amount of R240. I went to my bank to look for a bank statement to see confirmation of that I found no money he/she mentioned paid to my bank. But in her books it shown as approved as paid but to where I don't know. The Batch N0 is MB94642.

When I emailed Intercape or the agent and notify of the lie he disapproves me and ignore my email for ever - very shocking and disappointing for an Fsp to do this. Does this mean I must take the matter to the Ombud for Fsp or to the Authority (FSB) for this small amount for you to pay way more. Please be quick to pay my hard earned money. I must see my money as soon as possible if you don't want to harm a relationship with me as your potential client. even in future.

Regards,

Vusumzi Komani

I have traveled from Mosselbay to JHB. I loaded my two bags in the bus trailor. On arrival at JHB Park Station my bags were gone. How do I retrieve my bags, or how do I put in a claim for my missing items.

I booked a ticket and at the last moment i had to cancel due to covid in the family, so now i forfeit my money. They really should update the cancellation policy as so many are having issues with covid. Money is tight and not everyone can afford to lose money due to circumstances outside their control. Normally this would never be an issue as it is clear in the terms, but really guys, money over everything right.