[Resolved]  Via.com — Last minute cancellation of bus and via.com not willing to listen and compensate the customer

Address: New Delhi, Delhi, 110007

Website: in.via.com

Hi,

This is with regard to my bus ticket booking done on via.com for 4 passengers (Pnr:ts-via29675033wbg, ticket no-10479, ref: fmn1pqpch8y). The boarding time of the bus was 10 pm on 29th may at amritsar railway station.

When i reached there i tried to search for the bus which i could not. Then i also tried to call the mobile number given on the ticket confirmation sms but to my bad luck, even this mobile number ([protected]) was coming switched off. Post that i called your customer care and then i was being told that the bus has been cancelled. If the bus was cancelled why i was not informed on the same.

I am now going to highlight some of your company’s unprofessional behaviour –
1. Point 1: the mobile number given in the sms was switched off. No bus number of travel agency information given. It was just given as yatrabybus.com (About which none of the 10 travel agents i contacted were aware)
2. Point 2: i did the booking at around 12-1 pm on 29th may 2016. If the bus was cancelled why i was not informed about the same through sms, email, call.
3. Point 3: i was even told by your customer care that we cannot do anything against this. You book another ticket and we are not responsible for this as we are sitting in bangalore. If you cannot do anything then you better shut down your business and stop burning the investors’ money who are funding you in hope that you are delighting the customers.

When i called your customer care then i was being told that the bus has been cancelled and it was cancelled at the very last moment. At around 11 pm, i was able to make call to the number given in the sms ([protected]) and this person told me that he got the message from the travel company (Yatrabybus.com) during the afternoon time only regarding the cancellation and they have information via.com regarding the same too.

Now the point come, whose mistake is it –?
• travel company (Yatrabybus.com): if this is their mistake then they should have arranged for the alternate bus at the last time so that the passengers don’t suffer. If they are not doing the same then via.com should blacklist them (Their posting on the server) on their website and should apply some penalty on them and compensate the customer accordingly.
• via.com: if this is via.com mistake because they did not inform the customer on time regarding the cancellation and let the customer suffer. Then they should ask for an apology and compensate the passenger.

From 10 pm to 11:30 pm i was running mad with my family consisting of my parents, my wife, and my small daughter. I had to go through lot of mental and physical pain running from one bus/agent to another.

Ultimately i had to pay 2170 rupee more to get the tickets as there was lot of rush for the buses. I was on holidays so had to get back to my home even at whatever cost the ticket was available.

If i would have been informed on time, i would have done the arrangements accordingly and got my tickets done from other website or from other travel agents (At almost the same price). But now i had to pay 2170 rupee extra for no fault of mine.

I am also sharing the scan copy of the tickets which i had to buy at the last minute for 6000 rupee.

Request you to please look into this and provide me the solution in the form of compensation for the same. Please keep in mind that –

• i don’t need the cashback in my account for this.
• rather i want the refund of the extra amount too which i had to pay because of your mistake (Rs.[protected]
• compensation even for the mobile calls that i had to make to your agent, customer care and multiple of other bus transporters
• compensation even for the auto rickshaw that i had to hire to search for the bus from one point to another point to find out the bus of yatrabybus

Please also keep in mind that if i share my experience on social media then it would harm your company’s image. Generally your company spends a lot on brand building/advertising and this kind of negative publicity could do a lot of harm.

I have already wrote some negative publicity against other companies whenever i had a bad experience with them and their head office had to call me back with an apology. If you want then you could even do some google search on my blogs.

Request you again to treat this matter with seriousness and give me the solution so that other customers don’t suffer.

Whenever i do my booking on goibibo, i always get the call for the call back and they even ask for my feedback on my experience. But your company is world class with no standards, no intention to provide customer satisfaction.

Regards
Sachin
[protected]
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