Nov 08, 2017 12:35 PM
25236 Views
I travel a lot for my business schedules. I usually book the tickets online using Mobile applications. I mainly use Abhibus and RedBus for the online tickets. I am happy with the service and the offers/discounts provided by REDBUS but a recent booking has really made to think about the customer support agents that REDBUS has.
Ticket no: TKBQ92437998
No of tickets: 3 Persons
Price: 1200 INR.
Scenario: It was morning around 5.45 on 26th of OCT 2017 when I was on the Redbus application on my Smartphone. I have selected the BUS-SERVICE, selected the seats and then proceeded to make the payment. Redbus has directed me to the payment page where I have selected the VISA/Master card. Next I keyed in my card details and then entered the OTP and waited for the confirmation on the same page. The message that popped on the screen was "Sorry transaction failed". Immediately I went to the ticket booked history and I did not see any of the tickets. But I got a message from my bank that the amount has been deducted. I also double checked my email for any intimation of the booked tickets. There was none.
Now at this point I thought that there was a glitch and the tickets were not booked as I have already double checked the details. So I thought will contact my bank and then get this sorted out. I also traveled to my destination using private means.
The best part happened on 28 TH, I was just going through the REDBUS application and to my surprise I saw that my journey has been completed for the ticket that I was trying to book. I was shocked and I called my bank and they insisted me to speak with REDBUS.
I called REDBUS support and I got connected with one person(Name not disclosed). I told him the entire thing that has happened. He was an active listener but it was of no use as he replied me that IT WAS MY FAULT .
When I told him that I have not received any tickets on my mobile number and email he answered me that I need to email support and then wait for the confirmation. What rubbish I need to travel to a destination at the earliest and for the confirmation of the tickets I need to send an email and then wait for the reply.
I confronted him and I stated that I have all the proof that there is no ticket sent to my email nor registered mobile no and I also asked as to how come suddenly the ticket was been shown under my booked tickets history. At this moment he got irritated and he replied me something that would have costed him a lot.
That rude person told me "SIR YOU MAY HAVE MISSED THE BUS AND THEN NOW YOU ARE TRYING TO GET THE REFUND" . Totally unhappy with this answer I told him to transfer the call to his manager as he does not know the basics of Customer support. I told him where I work and at what position I was working as we deal with Foreign Clients. He refused to transfer the call to his Manager or Team Leader so I asked him for his Complete name and his Emp iD so that I can shoot an email to Support. At this point he got some advise from someone who might be listening the call and I was kept on hold and than I was informed that he have taken the complaint and it will be resolved within 24 hours.
Now the key things that I was pointing out and was asking for an explanation:
Why the tickets were not delivered to my mobile number and email.
Why there was no tickets under the booked history in 27th and how come they popped up on 28 Th.
At no point of the call I was asking for the Refund.
Finally the issue has been resolved. But I am very unhappy with the way I was answered over the call by the representative. They should be trained properly on the application first as they does not know the key points of the application itself. Second they should be taught how to speak with the customers as all the calls are recorded and without any of the proof no one can put a BLAME or state anyone straight away as the DEFAULTER.
Reference number for the complaint: 2238435
I love REDBUS but a definite 1 Star for the Bitter Experience.
