Mohammad Ajazuddin highlights his disappointing experience with redBus after a bus cancellation. Issues include refund mismatch, unclear communication, poor support responses, and lack of accountability.
Complaint Summary : redBus Bus Cancellation Complaint by Mohammad Ajazuddin – Refund Confusion & Poor Customer Service
| Detail | Information |
|---|---|
| Complainant Name | Mohammad Ajazuddin |
| Company Concerned | redBus |
| Service Type | Online Bus Ticket Booking |
| Issue Type | Bus cancellation, refund confusion, poor customer support |
| Ticket Amount Paid | ₹570 |
| Refund SMS Mentioned | ₹543 (Mismatch from actual paid amount) |
| Key Complaint | Lack of clarity, poor communication, abrupt chat closure, and unresolved refund issue |
| Alternative Chosen | AbhiBus |
| Original LinkedIn Post | View Post |
Detailed Complaint
RedBus, which promotes itself as India’s No. 1 online bus ticket booking platform, failed to meet even the most basic expectations of its customer, Mohammad Ajazuddin, a software engineer.
Incident Summary:
- Ajazuddin received an SMS from TGSRTC stating that his bus was cancelled.
- The SMS mentioned a refund of ₹543, even though he had paid ₹570 creating an unexplained mismatch.
- Despite the SMS, the cancellation was not reflected in the redBus app, leaving him unsure whether the bus was operational or not.
Customer Support Experience:
- Support gave confusing and contradictory responses like “Bus is cancelled, not the ticket.”
- They later explained refund conditions in a poorly worded and unclear manner.
- When asked for clarity, support agents claimed they were “not getting information from the operator”, shifting the responsibility to the customer.
- To worsen the experience, the support chat was abruptly closed while he was still typing.
Key Concerns Raised by the Customer:
- Lack of clarity on whether the bus was running or not.
- Refund mismatch (₹570 paid vs ₹543 refund).
- Suggesting unnecessary add ons like “zero cancellation cover” for an operator-initiated cancellation.
- Poorly trained support staff providing scripted, unprofessional replies.
- No accountability from redBus for operator cancellations.
- Last-minute chaos and inconvenience in rebooking travel.
Customer’s Next Step:
Frustrated with redBus, Ajazuddin booked his alternate journey via AbhiBus, which he hoped would provide a better experience.
Expectations from redBus (As stated by the complainant)
- ✅ Real-time operator status – Instant clarity if the bus is cancelled or operational.
- ✅ Clear professional communication – No contradictory or template responses.
- ✅ Accountability for operator cancellations – Quick refund and support in arranging alternatives.
- ✅ Well-trained customer support agents – Capable of handling issues professionally.
Choice4Voice.com’s Stand
At Choice4Voice.com, we believe that when customers face operator cancellations, platforms like redBus must take responsibility instead of shifting blame. Customers should not suffer financial loss, confusion, or last-minute inconvenience due to unclear processes and poor communication.
We are highlighting this complaint to ensure redBus management takes corrective action and prioritizes customer trust over scripted responses.
📌 If you are facing a similar issue, you can submit your complaint here:
👉 Submit Your Complaint – Choice4Voice.com
Frequently Asked Questions (FAQs)
Q1: Why did redBus refund ₹543 instead of ₹570?
A: The exact reason was not explained by redBus. Ideally, if the operator cancels the bus, a full refund should be issued. The mismatch highlights poor transparency in refund policy.
Q2: Can redBus legally deduct charges when the operator cancels?
A: No. If the operator cancels, customers are entitled to a full refund. Deduction is only applicable if the customer cancels voluntarily.
Q3: How long does redBus take to issue refunds?
A: In most cases, redBus claims 7–10 working days. However, many customers, including Ajazuddin, have complained of delays and lack of clear timelines.
Q4: What does “Bus is cancelled, not the ticket” mean?
A: This contradictory response from redBus support is misleading. If a bus is cancelled, the ticket automatically stands cancelled, and a refund should be processed without ambiguity.
Q5: Is customer support on redBus reliable?
A: Based on this case, support was unhelpful and unprofessional, providing confusing answers and even closing the chat abruptly.
Q6: What should I do if my redBus bus is cancelled?
A: Immediately check with the operator directly, take screenshots of cancellation SMS, and raise a complaint with redBus support. If unresolved, escalate via platforms like Choice4Voice.com.
Q7: Does redBus provide compensation for inconvenience?
A: Currently, redBus does not provide compensation for operator cancellations. Only refunds are processed, often with delays.
Q8: Why was Ajazuddin asked to buy “zero cancellation” cover?
A: This appears to be an unnecessary upsell tactic by redBus. Cancellation cover should not be relevant when the operator cancels the journey.
Q9: What are alternatives to redBus?
A: Platforms like AbhiBus, Paytm Bus, and state transport portals are available as alternatives.
Q10: Can I complain about redBus on consumer forums?
A: Yes. Apart from raising complaints on Choice4Voice.com, customers can also file complaints on the National Consumer Helpline (NCH) or approach consumer courts if necessary.
Q11: Why is communication so poor in redBus support?
A: Likely due to lack of training and over-reliance on scripted replies, which leads to contradictory and unhelpful answers.
Q12: How can I ensure faster resolution for redBus issues?
A: Keep all proof (SMS, payment details, screenshots), and escalate the issue via social media tagging redBus. Platforms like Choice4Voice.com can amplify your case to increase accountability.
Q13: Can redBus block refunds if they “don’t get info from the operator”?
A: No. As the booking platform, redBus is responsible for customer refunds, regardless of the operator’s delay in providing updates.
Q14: How to track my refund status on redBus?
A: Refunds can be tracked under the “My Trips” section in the app. However, many users report delays and lack of real-time updates.
Q15: What action should redBus take to restore customer trust?
A:
- Improve real-time tracking with operators.
- Provide clear communication.
- Issue instant refunds for operator cancellations.
- Train support staff effectively.
Q16: Can I escalate unresolved redBus complaints legally?
A: Yes. Customers can approach the Consumer Court under the Consumer Protection Act if refunds are withheld or service standards are not met.
Q17: How does Choice4Voice.com help in such cases?
A: We amplify genuine consumer complaints on our platform and LinkedIn, ensuring companies are pressured to resolve them fairly.
Q18: What if the refund is processed partially?
A: Customers can demand the remaining balance with proof of payment and escalate through consumer advocacy platforms.
Q19: Is redBus losing trust among customers?
A: Cases like these highlight growing dissatisfaction, and if unresolved, customers may continue shifting to alternatives like AbhiBus.
Q20: What should I do if redBus closes my chat abruptly?
A: Document the incident with screenshots and escalate to higher authorities. Public platforms like Choice4Voice.com can ensure visibility and accountability.
👉 Choice4Voice.com will continue to highlight cases like this to protect consumer rights and push for fair treatment by large companies like redBus.
