| Address: Warangal, Andhra Pradesh, 506015 |
Date: 02/01/2020
Dear Sir/Madam,
This is to bring to your kind notice that I have booked a Non AC Sleeper bus ticket from Tadepallegudem to Hyderabad on 21st December 2019 bearing Ticket ID – 2219C4K; PNR –[protected] seat no.s are U14 and U15. The bus is scheduled for departure atTadepallegudem at 08:30 PM. I had reached the pickup point at Lakshminarayana Theater, Tadepallegudem at 08:15 PM and waited till the bus arrived.
I am very much disappointed with what happened to me with Orange Travels. I had paid the tcket fare or Rs 1260/- for both the seats. I am completely dissatisfied with the service provided by Orange Tours and Travels. The following are the issues that I have faced during my journey with Orange Tours and Travels:
1. I was asked to pay an amount of Rs.150 by the driver and support staff of the bus for luggage which I am carrying with me. I have denied to pay as I have a valid ticket with me and if any extra amount to be paid for I luggage, I asked to a bill/ receipt.
2. I was told that if bill/receipt is required, I have to pay Rs. 400/- for the luggaue.
3. I was not convinced the luggage charge asked as the baggage that I was carrying is a Total Station which is of 12 kgs. And the same was carried from Hyderabad to Tadepallegudam in Orange tours and travels bus on previous night.
4. Driver gave me a customer support number on my request and I tried the no. [protected] for five times but none responded to the call.
5. Later the driver asked to give atleast Rs.100/- for him but I didn’t give him.
6. He threatened me that he will not allow me to travel with the baggage as it is an electronic gadget. I was helpless and shocked with his words. He told that I have to pay Rs. 350/- towards extra luggage and took me to their local booking office from my boarding point.
7. The supervisor there at the booking office heard to driver and asked me to pay for extra luggage.
8. For 2 seats that we booked in the bus, the luggage that I am carrying is with in the limit of the terms and conditions of the company which was given along with the ticket and also mentioned in their website.
9. The supervisor wrote a LR with no. TPG/O/19/00042 and gave a slip to me asking to pay Rs. 374/- for luggage.
10. Without having a weighing machine and measuring the weight, he just wrote 12 Kgs where the actual weight is approximate 10 kgs.
11. Without any help from the customer care when tried to report this issue, I could not get connect to them.
12. As they told that they will leave me and move away, I have to pay the amount of Rs. 374/- which is unacceptable. As per their terms each seat booked can carry upto 15 kgs, and I have booked two seat for which I can carry 30 kgs.
13. I wasted 45 minutes in the cold along with the luggage carrying in hands.
14. Even after paying the extra luggage amount, I was asked to keep the luggage in my seat but not in the luggage cabin.
15. This is a great humiliation and mental agony that I have underwent with the rude behavior of the driver and supervisor.
16. Next day morning I, spoke to customer care and reported the incident where they apologized for the incident and clarified that I was not supposed to pay any extra amount.
17. I also visited their office at Suchitraon 22nd December 2019 and explained the issue to one of the help desk in person, they assured that the issue will be resolved in one day but I did not get an update form them till date.
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