Nuego — complaint regarding unprofessional service experience on nuego bus

Subject: Complaint Regarding Unprofessional Service Experience on NUEGO Bus
Dear NUEGO Customer Support Team,

I am writing to express my dissatisfaction with the service I experienced during my recent journey with NUEGO on 6th January 2025. While I have always considered NUEGO a reliable travel partner, this incident has severely impacted my trust in your services.

Details of the Incident:

Date of Journey: 6th January 2025
Scheduled Departure Time: 4:35 PM from Saibaba Colony, Coimbatore
Actual Departure Time: 6:00 PM from Saibaba Colony, Coimbatore
Scheduled Drop Location: Chatram Bus Stand, Trichy
Promised Drop Point: NIT Trichy (10 km from the scheduled drop location)
PNR: 7346051
Seat Number: 7B
Bus Number: TN12AZ4927
Description of the Issues:

Unjustified Delay:
The bus departed 1.5 hours late, causing significant inconvenience. No prior notification or explanation was provided for the delay, leaving passengers frustrated and uncertain.

Breach of Promise by Driver:
Upon boarding the bus, the driver assured me that I would be dropped at NIT Trichy, which is 10 km from the scheduled drop location. Based on this assurance, I refrained from demanding a refund and reluctantly decided to travel despite the frustration caused by the delay.

Unprofessional and Disrespectful Behavior:
As the bus approached Chatram Bus Stand, the driver reneged on his promise and dismissively stated, "It's a bus and not a call taxi to drop you wherever you want." He further attempted to project the situation as if I had misunderstood his words. He claimed that he had only promised to drop me at any location before the final stop, which he never mentioned earlier. This attempt to deflect responsibility and manipulate the narrative was both unprofessional and distressing.

Inadequate Support from Customer Representative:
When I contacted customer service via the toll-free number to report the issue, the representative sided with the driver, citing company policies that restrict the bus from traveling beyond the designated drop point. What they failed to address was the false promise made by the driver, which was crucial to my decision to board the bus in the first place.

Impact:
Due to the delay and the driver's failure to uphold his promise, I was left stranded late at night without a safe and reliable way to reach NIT Trichy. The 1.5-hour delay compounded my frustration, as it meant I could no longer avail local transport options from Chatram Bus Stand to my destination. This situation not only caused undue stress but also left me feeling helpless in an unfamiliar setting at an inconvenient time.

My Concerns:

Why are drivers and coordinators making false promises to passengers?
Why was no compensation or alternative solution offered for the delay, which was entirely beyond my control?
What measures are being taken to ensure that such behavior and miscommunication do not recur?
Resolution Expected:

An official apology for the inconvenience and unprofessional behavior I experienced.
Assurance that this issue will be addressed with the driver and the customer representative involved.
A refund or appropriate compensation for the disrupted journey and the distress caused.
I trust NUEGO to take my complaint seriously and respond promptly. I look forward to your resolution of this matter at the earliest convenience.

Sincerely,
Varun Karthick A
Phone: [protected]
Email: [protected]@gmail.com
PNR: 7346051