| Name of Complainant | |
| Date of Complaint | February 25, 2026 |
| Name(s) of companies complained against | NUEgo |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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My first mail to Nuego:
Dear Nuego Support Team,
I am writing to formally raise a complaint and request a full refund for my booking (PNR: 12818519) for the Chandigarh to Delhi journey.
Trip Details: Coach No: DL51GD9111
Driver Name: Gurpreet
Trip Date: 12th February, 2026
Trip Timings: 8 PM – 1:20 AM
Support Contact Provided: 18002679001
I was traveling with two friends, Mahi and Mihir. During the journey, the driver stopped the bus at a halt for passengers to have dinner while the bus was being charged. However, without any announcement or attempt to contact us, the bus departed and left us behind at midnight.
There was no conductor present on the bus. We immediately tried calling the driver multiple times, but he did not answer. Our luggage was still inside the bus, which we later had to collect from the Nuego bus depot after significant inconvenience.
Being stranded at midnight without assistance was extremely stressful and unsafe. Moreover, it was important for us to reach Delhi on time as per our scheduled booking, but we eventually arrived delayed due to this negligence.
After multiple discussions with the Nuego lounge support team, I was assured that I would receive a full refund for the inconvenience caused. However, I have not received any refund or update so far.
This was a highly disappointing experience, and such negligence is unacceptable. I kindly request you to process the promised full refund at the earliest and provide a confirmation of the same.
I look forward to your prompt resolution.
Sincerely,
Prince Kumar Singh
Nuego’s response:
Dear Prince,
Greetings from NeuGo!!
We sincerely apologize for the inconvenience caused to you and regret the discomfort you experienced during your journey. We understand how important a smooth and well coordinated travel experience is, and we truly appreciate you taking the time to share your concern with us.
We would like to clarify that the bus assigned for your journey was operating without a Cabin Host, which led to an inconvenience at the midpoint where you were temporarily left behind. We deeply regret this lapse. To ensure that your journey was completed, our team promptly arranged for you to be shifted to the next available NueGo bus. Additionally, we confirm that your luggage was safely handed over to you from the Delhi Depot.
While we acknowledge that this situation caused you inconvenience and distress, we would like to inform you that you successfully completed your journey on the same PNR. Hence, we regret to inform you that we are unable to process any refund in this case.
Please be assured that this matter has been taken seriously, and the concerned teams have been informed to ensure better coordination and staffing going forward. At NueGo, we are continuously working to improve our service standards and prevent such occurrences in the future.
Once again, we truly apologize for the inconvenience caused. We value your trust in NueGo and hope to serve you again with a more seamless and comfortable experience.
Thank you for your patience and understanding.
Regards,
Team NueGo
Then my reply to their response:
Dear Team NueGo,
Thank you for your response. However, I must respectfully state that the explanation provided does not adequately address the seriousness of the situation, especially considering the safety implications involved.
While you mentioned that the journey was completed on the same PNR, the primary concern is not merely reaching Delhi — it is the fact that we were left stranded at midnight without communication, in an unsafe situation.
I would like to highlight critical facts that were not addressed:
– A minor girl was traveling with us.
– The purpose of our travel was urgent, as we had to report to the Railway Police Station regarding a case involving that minor girl.
– Being left unattended at midnight without any assistance created a serious safety risk.
– The bus departed without verifying passenger presence and without any Cabin Host onboard.
– We attempted to contact the driver multiple times, but our calls were not answered.
– Our luggage was taken to the Nuego Bus Depot (at UP border) instead of the designated drop point (Kashmere Gate), which is approximately 11 km away.
– We were forced to book a cab at our own expense (₹400) after retrieving our luggage to travel back to Kashmere gate at around 4 AM early morning.
– We were supposed to arrive around 1:30 AM but eventually reached our location at approximately 4:30 AM due to waiting for another bus and retrieving our luggage and traveling back to our desired location.
– Because of this delay, the police proceedings related to the minor girl were disrupted and extended into the next day.
– I had to take a full day leave from work due to exhaustion and the delay, resulting in financial loss.
This was not a minor inconvenience. It was a serious lapse in operational responsibility and passenger safety — particularly concerning given that a minor girl was involved and we were traveling for an urgent legal matter.
Assigning another bus after 1.5 hours and asking passengers to collect luggage from a depot 11 km away cannot reasonably be considered an adequate resolution.
I request the following:
– Reimbursement of the ₹400 cab expense incurred due to luggage mismanagement.
– Appropriate compensation for the delay, safety negligence, and financial impact.
– Reconsideration of the refund decision in light of the full circumstances.
I hope NueGo will review this matter seriously and respond with a fair and responsible resolution.
I look forward to your prompt response.
Regards,
Prince Kumar Singh
And since then, I’ve not received any response from Nuego team, and it’s been more than 3 days.
Image Uploaded by Prince Kumar Singh: