I had booked a ticket for Mumbai to Sendhwa and back for my father in the month of October 2023. On the day of departure from Mumbai, the bus got rescheduled (cancelling the original time) to early time that is from 9:35 pm to 7:45 pm disturbing entire schedule for that day and last moment informing about same to passenger.
Late intimation reason is fake one stating the phone was not reachable. Then why don't you put a SMS or intimate through App notification? Also, I had booked a 3rd single seat considering father's back pain issues and this bus reschedule had changed seats arrangement and assigned a last row seat which has more bumps during the entire journey worsening the back pain.
We had requested a front seat to attendant but no luck making the entire journey inconvenient.
My view - 1st place if smart IntrCity bus have less passengers on particular journeys/ routes then why do they have 3 time slots and 3 different buses.
I am damn sure that this cancellations would be for less bookings received across all 3 slots and then they combine it under one trip and send one bus to save their costing.
Instead have only one time slot and one bus so customers are prepared for that journey time and seat whichever is available while booking the ticket.
Next, while returning from Sendhwa to Mumbai that trip was the worst experience ever as bus AC was not working, making it suffocating and inconvenient. Bus condition was also bad and unhygienic.
To add more problems, the bus stopped after every short distance travelled. Atlast around 2:45 am at night, the bus completely stopped and the attendant informed all passengers boarded to get down and go to another(travels) bus by paying an extra 500 Rs.
Those other travels didn't even have AC nor good seats and proper arrangements.
I want to question the IntrCity management. What measures do you take to ensure the smooth travels for passengers? Don't you have regular bus maintenance or preventive checks to ensure that trips are seamless and customers have a better experience so they also plan to use the same travels next time?
If AC is not working then why was this bus departed without fixing this issue? I am very upset about the overall experience and would conclude all the booking price paid for the trip is not at all worth. When I wrote to customer care of Smart IntrCity they use inappropriate language and spoke very rudely. They said they wouldn't refund any amount. They can only compensate on extra amount paid to the travel company.
Complete bus management is useless and customer care as well.
I would highly recommend everyone to make a note of this experience and never plan your trips through this bus vendor.
