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Intercape - Terrible bus services

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Merilyn filed the complaint

I am very disappointed with the poor service I have received from Intercape, my family member of 89 years fell ill a few hours before the departure time, which was supposed to be on 10 October 2021 at 2h40 and was attended to by the two people who were supposed to accompany her and they could not make it to travel for the set date. We have requested for a reschedule as she needs to see a specialist in Pretoria, but Intercape having no consideration and just send an automatic response that there is a 100% cancellation fee. How are there not measures in place for emergencies?. The bus tickets was booked through Shoprite and they were not informed that Intercape customer service is available 24 hours, nor were they informed if you cannot travel, Intercape should be informed 15 minutes before departure. I find this unacceptable and these are pensioners, who used their last pennies to book the bus tickets for the granny to consult a specialist. How can they accept money from fragile elders and if an emergency take place, they are so inconsiderate. The passengers have booked new tickets for 13 October 2021 for the same route.
Merilyn is awaiting for brand response

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