Consumer complaint by Heenakshi Gurbani against NueGo and Paytm. Bus failed to arrive, passengers stranded till 2 AM, no updates or accountability. Full details, company analysis, and customer guidance on Choice4Voice.com
Complaint Summary : NueGo Complaint – Passenger Heenakshi Gurbani Stranded After Bus No-Show | Paytm Booking Issue
| Field | Details |
|---|---|
| Complainant | Heenakshi Gurbani – Co-founder at Kalaa Open Mic, Social Media Manager at Vermmillion |
| Date of Incident | 14th August 2025 |
| Time of Incident | Scheduled departure: 9:25 PM – Passengers waited till 2:00 AM |
| Company Involved | NueGo (bus booking made via Paytm) |
| Complaint Type | Service failure, bus no-show, unresponsive driver and customer care |
| Customer Action Taken | Raised Paytm support complaint on 15th August, submitted call logs & WhatsApp proof |
| Current Status | No refund, no response, no accountability |
| Original Post Source | LinkedIn Post by Heenakshi Gurbani |
Full Complaint Details
On 14th August 2025, Heenakshi Gurbani had a confirmed booking for a NueGo bus at 9:25 PM, made via Paytm. She arrived at the boarding point on time (9:15 PM) and waited patiently. Shockingly, the bus never showed up even after waiting until 2:00 AM.
Throughout this period:
- Multiple passengers, including Ms. Gurbani, tried calling and messaging the driver.
- Calls were ignored, and in some cases, passengers were even blocked by the driver.
- Attempts to reach NueGo customer support resulted in automated, non-informative replies that failed to provide any updates or escalation.
After this traumatic experience, she filed a detailed complaint with Paytm on 15th August, attaching evidence such as call logs and WhatsApp chats. Despite consistent follow-ups for nearly a week, she received no resolution, no refund, and no explanation.
This incident highlights a serious lack of accountability from both NueGo and Paytm, leaving paying passengers stranded, stressed, and without answers.
Why This Complaint Matters
- Consumer Trust Breach: NueGo markets itself as a reliable, premium intercity travel brand. A no-show without updates directly contradicts this promise.
- Passenger Safety Concerns: Being stranded late at night in unfamiliar locations poses safety risks, especially for women passengers.
- Systemic Accountability Failure: Neither the bus operator (NueGo) nor the platform (Paytm) offered transparent communication, leaving passengers helpless.
- Larger Industry Issue: Similar complaints across social media suggest that this is not an isolated case but part of a larger problem in India’s bus travel ecosystem.
About NueGo and Paytm’s Role
- NueGo: Operated by GreenCell Mobility, marketed as an eco-friendly, modern, and comfortable intercity bus service. Despite its branding, repeated complaints indicate service gaps in punctuality, driver accountability, and customer support.
- Paytm: As a booking partner, Paytm carries responsibility for refunds and customer redressal. In this case, their support team failed to act in a timely manner, despite the complainant providing clear proof of service failure.
Together, the failure of both companies in addressing this complaint exposes gaps in customer protection within India’s digital travel sector.
How Choice4Voice.com Helps
At Choice4Voice.com, we amplify unresolved consumer complaints by:
- Publishing genuine cases on our website.
- Highlighting complaints on LinkedIn and other professional platforms to ensure visibility.
- Pressuring brands publicly to provide timely solutions.
- Guiding consumers on escalation channels, legal rights, and next steps.
This ensures that no customer complaint goes unheard.
👉 If you’ve faced a similar experience with NueGo, Paytm, or any other company, you can Submit Your Complaint on Choice4Voice.com.
Consumer Guidance: What To Do in Similar Cases
- Collect Evidence: Save tickets, PNR, call logs, chats, and screenshots.
- Raise Immediate Complaint: Report through the app (Paytm/NueGo).
- Escalate to Higher Authority: Use official email IDs instead of helplines.
- Submit Public Complaint: Platforms like Choice4Voice.com help in creating visibility.
- Approach Legal Forums: If unresolved, escalate to Consumer Forum under the Consumer Protection Act.
Frequently Asked Questions (FAQs)
Q1. What was the exact complaint raised by Heenakshi Gurbani?
She booked a NueGo bus via Paytm, but the bus never arrived. Passengers waited until 2 AM without updates, and customer support failed to provide help.
Q2. Was any communication provided by NueGo?
No. The driver ignored passenger calls and even blocked some numbers. Customer care only gave automated replies.
Q3. Did Paytm take responsibility for the failed service?
No. Despite filing a complaint with proof, Paytm has not resolved the issue or issued a refund.
Q4. Are such bus no-show cases common with NueGo?
Yes, multiple passengers have reported similar incidents on LinkedIn and X (Twitter) regarding bus delays, cancellations, and lack of accountability.
Q5. Who is responsible – Paytm or NueGo?
Both share responsibility:
- NueGo for operational failure.
- Paytm for not ensuring timely redressal of a service failure booked through their platform.
Q6. Can passengers claim a refund if the bus doesn’t arrive?
Yes. Under booking terms and consumer law, passengers are entitled to a full refund.
Q7. What legal rights protect bus passengers in India?
The Consumer Protection Act, 2019 covers deficiency in service. Passengers can approach Consumer Courts for refunds and compensation.
Q8. What evidence should passengers collect to strengthen complaints?
PNR details, payment proof, call logs, screenshots of chats, and photos/videos at the boarding point.
Q9. How long should Paytm take to process such complaints?
Ideally within 7 working days. Longer delays indicate systemic failure.
Q10. Does NueGo provide compensation for such failures?
Currently, no clear policy exists. Compensation usually happens only after escalations.
Q11. What can passengers do if customer care ignores them?
Use official company emails, tag them on social media, and file complaints on Choice4Voice.com.
Q12. Is NueGo a reliable travel service?
While marketed as premium, repeated online complaints show serious reliability issues.
Q13. Can Paytm be held liable in consumer court?
Yes. Since Paytm acted as the booking intermediary, it can be held liable for refund delays.
Q14. How can Choice4Voice.com help escalate such cases?
By publishing verified complaints publicly and tagging relevant stakeholders, making companies act faster.
Q15. What should commuters check before booking with NueGo?
Recent online reviews, complaint records, and refund policies.
Q16. Is this complaint only about refund or also about accountability?
Both. The complainant demanded not just money back but also systemic accountability.
Q17. Does such negligence harm NueGo’s brand image?
Yes, public complaints on LinkedIn severely damage customer trust in the brand.
Q18. What is the role of GreenCell Mobility in NueGo operations?
GreenCell Mobility owns and operates NueGo buses across India.
Q19. What escalation paths exist beyond Choice4Voice?
Passengers can approach NCDRC (National Consumer Disputes Redressal Commission) if the issue remains unresolved.
Q20. How can future passengers avoid being stranded like this?
- Always confirm bus status in advance.
- Keep backup options ready.
- Book only with operators who have proven service reliability.
