| Name of Complainant | |
| Date of Complaint | December 4, 2024 |
| Name(s) of companies complained against | Nuego bus service |
| Category of complaint | Tours & Travels |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I was supposed to travel to Gurugram from Baluganj, Agra. I had booked the ticket from paytm with name of Vikar Sharief, 11E seat number with ticket no.#520844 and PNR no. 6922368 in NueGo bus service with bus no. DL51EV1606. Neogo shared no details of the driver which they were supposed to do at time of confirmation message. The bus timing was for 5 pm. When I reached the boarding point and asked at the local booking point ; they stated the bus had not arrived yet. It was 5:01 pm . So I waited for the bus and when there was no sign of the bus even after 10 minutes, I called the customer care . It almost took another 10 to 15 minutes to reach the Neogo’s customer care . The customer care didn’t help me with any solution of sharing the drivers number or instead call to inform that I could reach the nearest location . The customer care didn’t even help in rescheduling in other upcoming bus or provided any refund and stating that it wasn’t possible. As per the policy they are supposed to provide the drivers details with the contact details, so that I could have directly reached to track the location and inform the driver that I would board from the nearest next location.
This is a complete negligence of Neogo bus of not providing the drivers details including mobile number which they always do at the time of confirmation message. And they always call the passenger before leaving the location. In my case they didn’t even share the driver’s details nor did they call me. Hence, I request for a complete refund as the customer care of Neogo could not provide solution within the time I could have managed to catch the bus .
I have attached the snapshot of the message which was shared with where the details of the driver’s details and the contact number are not mentioned.
Dear Vikar,
We have investigated the matter and found that the bus was on time. As it was a short journey, there was no cabin host on board. For safety reasons, drivers are not permitted to take calls while driving, which is why we do not provide driver contact details. Additionally, two other customers boarded from the same pickup location.
Given these circumstances, we are unable to issue a refund.