Name of Complainant	Prasad
Date of Complaint	November 28, 2020
Name(s) of companies complained against	Orange tours And travels. Ticket Booked Through Redbus.
Category of complaint	Tours & Travels
Permanent link of complaint	Right click to copy link
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Text of Complaint by Prasad:

I’m Prasad I booked a ticket to my Friend suresh from Hyderaba(chintal) to Tanuku on 22^nd November 2020 from ORENGE travels via REDBUS. I get the ticket to my mail. From 8.45 suresh waited at dropping point and at 8.59 he called me that he didn’t get the ticket to his number. And he try to contact the boarding point number (77299 93158) but he getting switched off and not reachable. So I try to contact that number but it’s saying not reachable. So I contacted red bus customer care number at 9.05 pm and 9.06 pm and then 09.08 pm. At last try I connected to executive and He said me that hold on call ill try to call them. After few minutes he says that he is also unable to reach them and he’ll call me as soon as he get contacted. But I didn’t get a call REDBUS executive. In the mean time I try to call boarding point number (77299 93158) and ORANGE travels customer care no (+91 40 3355 9999) several times. And I try to call the REDBUS team at 9.42 pm, 9.46p.m, 9.49pm and 9.55 pm. I didn’t get connected to them. So I booked another ticket in Morning star starting at 11.00 pm. He responded quickly to my call (Not from booked mobile number) and My friend boarded the bus at Ameerpet.

At 10.43 pm on the same day I called again to REDBUS team to resolve this issue. At the time they say that “we are unable to reach the operator. so once we contacted him we will resolve this issue”. And they asked me 48 hours of time to resolve the issue. I asked complete refund on that booking and asked for immediate solution. They didn’t agree with me and they said we have no other choice than waiting. Because operator unavailable.

I call back them on 25^th November 2020, 8.39 pm AFTER 68 hours. The executive says that “we need another 48 hours to resolve the issue” again. I asked them that “I want immediate solution” again as previous. After a half an hour talk they contacted ORANGE bus operator and at the time they saying “The number you given at bus booking is unavailable so he didn’t stop the bus at boarding point.” After a few minutes they say “Driver waited and passenger is not at boarding point at that time”. Suresh waited there from 8.45 pm to 10.00 pm (till I book another ticket from ameerpet). And they say that they will arrange a call back from their supervisor in 30 min. I said that I don’t want to wait.

Because the last 3 times I contacted to REDBUS team they said like this and I didn’t get any call from them.  After that I called them after 30 min and ask to connect they said u have to wait another 30 min. I get the call from Supervisor after another 30 min and he saying that operator try to contact the passenger his number is switched off. “After 3 days they contacted bus operator successfully and the he says that it is your problem to stay at boarding point”. If they give exact point we will be there, they said at shah theater he waited there but they didn’t be there in time. Or they stop near point of given boarding point which is not mentioned in ticket.

I done a mistake the number I have given was wrong. But we try to call him several times from my number. And it is saying not reachable(one of REDBUS executive confirmed that). When i ask the point they didn’t giving any answer for that. Driver saying he waited there, they are saying like this.

And they saying only calls from booked mobile numbers are allowed to call to operator. Is that so, why REBUS customer care executive also unable reach the bus operator on approximately 9.10pm on 22^nd.  

I asked tracking data of that bus at 2^nd and boarding members list. They didn’t show me any proof to me. They saying you did the wrong. If boarding point number is not reachable it is also the mistake of the passenger. And they offer me 20% refund on ticket fare.

They didn’t provide a call back from first 3 calls. After 69 hours of departure of the bus they responded. That is also when I called to them only.

I booked a ticket on emergency. And I have money o I booked another, if I didn’t have money what should I do?

REDBUS customer care executives are not giving answers to my points. They are repeating their words.

I’m agreeing that I made a mistake, but they provided wrong or not working number in ticket. AND THEY SAYING THEY DIDN’T care if bording point number working or not I have the screenshots of call logs.

 

• I need the proof to decline my request of refund.
• Tracking data of the bus on 22^nd.
• How many times he called to passanger(Suresh) (call list).
• Boarding point check list at chintal.
• Why should they take 3 days time to respond, when they said they need 48 hours to resolve.
• Why should they didn’t gave a callback as they said.

I’m Attaching  the images as follows

1. Booked Ticket
2. Screenshots of call logs, which we called bus operators and Orange tours and travels customer care before and after boarding time.
3. Screenshot s of call logs, which i contacted with REDBUS customer care.

 

Image Uploaded by Prasad: