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Submit your complaint →Passenger YSD Pratap shared his worst travel experience with APSRTC after facing a 4-hour delay, poor driver knowledge, and multiple unnecessary halts. Learn how to file complaints and claim refunds from APSRTC and Paytm.
Complaint Summary : APSRTC Bus Delay Complaint: Passenger YSD Pratap Faces 4-Hour Delay and Poor Service on Hyderabad–Visakhapatnam Route
| Details | Information |
|---|---|
| Complainant Name | YSD Pratap |
| Company/Brand | Andhra Pradesh State Road Transport Corporation (APSRTC) |
| Complaint Type | Poor Service / Journey Delay / Refund Request |
| Product/Service | Intercity Bus Travel (Hyderabad to Visakhapatnam) |
| Booking Platform | Paytm |
| Ticket Fare | ₹1231 (Push-Back Seater) |
| Date of Incident | October 2025 |
| Company’s Response | Complaint raised post-journey; no immediate resolution |
| Platform of Complaint | |
| Evidence Provided | Travel details and experience shared publicly |
Full Complaint Description
Consumer YSD Pratap recently shared a detailed account of his unpleasant travel experience with the Andhra Pradesh State Road Transport Corporation (APSRTC), booked through Paytm.
He had reserved a push-back seater bus from Hyderabad to Visakhapatnam, priced at ₹1231. Despite his punctuality — arriving at the boarding point (Ameerpet) by 7:00 PM the scheduled 8:00 PM bus arrived nearly two hours late without any prior notice. No SMS, call, or official message was received; instead, passengers were given a faulty WhatsApp tracking link showing incorrect location data.
Unprofessional Operations During the Journey
Once the bus finally departed at 9:30 PM, things deteriorated further. The driver, reportedly unfamiliar with the route to Rajahmundry, took several wrong turns and frequently stopped to ask locals for directions.
During the night, the bus halted for extended breaks:
- 55 minutes for dinner at 11:00 PM
- 25 minutes for tea
- 45 minutes for tiffin barely 20 minutes later
Passengers were made to wait at two depots unnecessarily, where new passengers were picked up, despite pre-booked seat arrangements.
Outcome and Passenger’s Concern
The total delay exceeded 4 hours the bus reached at 2:00 AM instead of 9:45 PM, severely impacting passengers’ plans, including Pratap’s family Dussehra celebration.
Upon contacting APSRTC Customer Care, the response was disappointing: “We’ll raise your complaint after the journey is completed.” This approach, Pratap mentioned, highlights a lack of empathy and operational accountability.
He rightly questioned why passengers paying premium holiday fares must endure such unprofessional behavior, lack of route knowledge, zero communication, and excessive stoppages.
Pratap concluded by requesting a refund and urging APSRTC to restore accountability and respect toward its passengers.
About APSRTC
Andhra Pradesh State Road Transport Corporation (APSRTC) is a state-owned road transport organization that operates bus services within Andhra Pradesh and neighboring states. Established in 1958, APSRTC manages over 11,000 buses, catering to millions of passengers daily.
Despite being a trusted transport provider for decades, in recent years, APSRTC has faced numerous complaints regarding poor scheduling, communication failures, refund delays, and untrained staff particularly on routes booked through third-party platforms like Paytm and RedBus.
How Choice4Voice.com Can Help
At Choice4Voice.com, we stand with consumers like YSD Pratap who face travel disruptions, refund delays, or service negligence from public or private transport operators.
We help by:
- Reviewing the complaint and verifying supporting evidence.
- Publishing verified complaints to increase public and media visibility.
- Guiding complainants on filing cases with APSRTC grievance cell, consumer forum, and transport regulatory authorities.
- Providing legal templates and escalation emails for faster resolution.
Our advocacy ensures companies recognize the seriousness of customer grievances and act promptly.
Applicable Legal Remedies
| Authority / Act | Purpose |
|---|---|
| Consumer Protection Act, 2019 | To seek compensation for service deficiency and mental harassment |
| Ministry of Road Transport & Highways (MoRTH) | For reporting state transport service negligence |
| APSRTC Online Grievance Cell | For official complaint registration and refund tracking |
| Consumer Forum (District/State Level) | For refund and compensation claims |
| Paytm Support / RBI Ombudsman | For payment-related refund disputes |
Step-by-Step Complaint Filing Guide
1. File a Complaint with APSRTC
- Visit: https://apsrtconline.in/oprs-web/
- Click “Feedback / Complaints”.
- Provide details like PNR, bus number, travel date, and describe the issue.
- Attach screenshots, tickets, and travel proofs.
- Wait for 7 working days for a response.
2. Escalate via Email
Send your complaint to: customercare@apsrtc.gov.in
Include:
- Booking ID and Paytm transaction reference
- Details of bus number, travel route, and delay duration
- Request for refund or compensation
3. Report on Paytm
Visit https://paytm.com/care → Travel > Bus Ticket Booking > Refund not received
Paytm usually coordinates with APSRTC for resolution.
4. Approach the Consumer Forum
If the refund is denied or delayed, file a case on https://consumerhelpline.gov.in
Select “Deficiency in Transport Services.”
Pre-Drafted Complaint Templates
A. Email to APSRTC
Subject: Complaint Regarding Delayed APSRTC Bus and Poor Service Experience
Dear APSRTC Customer Care,
I am writing to raise a complaint regarding my recent APSRTC journey from Hyderabad to Visakhapatnam (Ticket No: [Insert Ticket ID], Date: [Insert Date]).
The bus was delayed by over 2 hours at the start and arrived more than 4 hours late. The driver appeared unfamiliar with the route and took multiple unnecessary halts, including long dinner and tea breaks.
This resulted in serious inconvenience and financial loss, as well as mental distress.
I request a full refund of my fare amount ₹1231 and strict action against the responsible staff.
Sincerely,
[Your Name]
[City, State]
[Date]
B. Consumer Forum Template
Subject: Complaint Against APSRTC for Service Deficiency and Delay
Respected Authority,
I wish to file a complaint against APSRTC for unprofessional service and an unreasonable delay of over 4 hours on my Hyderabad to Visakhapatnam bus journey dated [Insert Date]. The bus operator failed to communicate delays, took excessive breaks, and the driver was not familiar with the route.
This is a clear case of deficiency in service under the Consumer Protection Act, 2019.
I request a refund and compensation for the inconvenience caused.
Sincerely,
[Your Name]
[City, State]
Possible Solutions for the Complainant
- Full refund of ₹1231 from APSRTC or Paytm.
- Written apology and service assurance from APSRTC.
- Penalty on negligent driver or operations manager responsible for delay.
- Compensation under Consumer Protection Act for time loss and harassment.
- Improved passenger communication through SMS alerts for future travelers.
Q&A Section
1. How can I file a complaint against APSRTC for delay?
You can register your complaint at https://apsrtconline.in under the “Feedback / Complaints” section.
2. Can I get a refund from APSRTC for a delayed journey?
Yes, APSRTC allows refunds if the delay exceeds reasonable limits or if services were substandard.
3. What are the APSRTC customer care contact options?
You can email customercare@apsrtc.gov.in or call their regional helpline numbers listed on their official website.
4. How to get a Paytm refund for an APSRTC ticket?
Use Paytm’s “Bus Ticket Refund” section with booking ID and travel details.
5. What proof is required for APSRTC complaints?
Keep your ticket, PNR, screenshots of the bus delay, and communication with customer care.
6. Can I claim compensation for travel delay?
Yes, under the Consumer Protection Act, 2019, you can claim compensation for service deficiency.
7. Is APSRTC responsible for third-party booking issues?
Yes, APSRTC remains accountable even if the booking is made via platforms like Paytm or RedBus.
8. How long does APSRTC take to resolve complaints?
Usually 7–14 working days, but escalation may be needed for faster action.
9. Can I approach consumer court for APSRTC issues?
Yes, you can approach the district or state consumer forum online.
10. What if APSRTC does not respond to my complaint?
You can escalate to the Transport Commissioner of Andhra Pradesh or file on the National Consumer Helpline.
11. Are passengers entitled to refunds for driver negligence?
Yes, if the delay or route issue results in loss or inconvenience.
12. How can I track APSRTC buses live?
Use https://apsrtconline.in or Paytm’s bus tracking feature, though accuracy may vary.
13. Can APSRTC deduct cancellation charges for their delay?
No, cancellation or delay due to APSRTC’s fault should not incur any charge.
14. What is the APSRTC refund policy?
Refunds depend on the cause of cancellation or service deficiency and are processed within 7–10 days.
15. Can I complain about rude APSRTC staff?
Yes, via APSRTC’s grievance portal or by emailing the depot manager.
16. Who regulates APSRTC operations?
The Andhra Pradesh Transport Department and MoRTH regulate its services.
17. Can I get compensation for missing events due to delay?
Yes, if proven that APSRTC’s service negligence caused verifiable loss.
18. Does APSRTC offer compensation for breakdowns?
Yes, partial refunds or alternate travel arrangements may be offered.
19. Can I escalate APSRTC complaints to higher authorities?
Yes, escalate to the Managing Director (APSRTC) or file an RTI for official action records.
20. How can Choice4Voice.com help with travel complaints?
Choice4Voice.com publishes verified travel-related grievances and guides users through refund and complaint escalation procedures.
Author: YSD Pratap
Source: LinkedIn (Public Post)
