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Submit your complaint →Software Engineer Mohammad Ajazuddin shares his frustrating experience with redBus after a cancelled bus led to unclear communication, partial refund, and poor customer support. Despite receiving an SMS that his bus was cancelled, the app showed no update, redBus support gave confusing replies, deducted charges unfairly, and even closed the chat abruptly. This case highlights serious gaps in India’s No.1 bus booking platform, raising questions about refund policies, operator accountability, and customer trust.
Complaint Summary : RedBus Complaint by Mohammad Ajazuddin – Refund Confusion, Poor Support & Service Failure
| Complainant | Mohammad Ajazuddin |
|---|---|
| Profession | Software Engineer, QA/QC, Automation Testing |
| Complaint Type | Refund issue / Poor customer support / Service mismanagement |
| Company Involved | redBus (Owned by ibibo Group, part of MakeMyTrip Group) |
| Incident | Bus cancellation not reflected on the app |
| Refund Issue | Paid ₹570, SMS said ₹543 refund (mismatch, unclear explanation) |
| Support Problems | Confusing communication, contradictory replies, chat closed abruptly |
| Resolution Sought | Transparency in cancellation policies, instant refund, proper accountability |
Full Complaint Details
Mohammad Ajazuddin, a Software Engineer (QA/QC, Automation Testing), has publicly shared his disappointing experience with redBus, India’s largest bus ticket booking platform.
He had booked a bus ticket worth ₹570. Later, he received an SMS from TGSRTC stating the bus was cancelled. The SMS also mentioned that only ₹543 would be refunded, without any explanation for the refund mismatch.
When he contacted redBus support, the experience became even more frustrating:
- The redBus app never showed the cancellation status, leaving him uncertain whether the bus was still operating.
- Customer support gave contradictory replies such as:
- “The bus is cancelled, not the ticket.”
- “When the customer cancels, charges apply. When the operator cancels, full refund is given.”
- The explanation was poorly worded and confusing to the customer.
- Support also tried to promote their “zero cancellation add-on”, which made no sense since the cancellation was from the operator, not the passenger.
- While Mohammad was still typing his response, the chat was abruptly closed by the support team.
Ultimately, the lack of clarity, poor communication, and unprofessional support forced him to rebook on AbhiBus instead of redBus.
Mohammad highlighted that this is not about the money (₹27 deduction), but about:
- Clarity – customers need clear confirmation whether the bus is cancelled or running.
- Accountability – redBus should own up to operator cancellations instead of shifting blame.
- Customer Experience – abrupt chat closures and confusing responses damage trust.
Key Issues Raised by the Complainant
- Cancellation not updated in the app – Users must rely on SMS only.
- Refund mismatch – Paid ₹570, refund promised ₹543, with no valid explanation.
- Confusing customer support replies – Lack of professionalism in communication.
- Zero cancellation scheme pushed unnecessarily – Irrelevant when operator cancels.
- Abrupt closure of support chat – Shows lack of respect for customers.
- Inconvenience caused by last-minute cancellation – Extra time, stress, and alternative arrangements.
About the Brand – redBus
redBus, founded in 2006, is India’s largest online bus ticket booking platform, owned by ibibo Group and part of MakeMyTrip Group.
- Tagline: “India’s No. 1 online bus ticket booking site.”
- Services: Bus ticket booking, seat selection, cancellation, insurance add-ons.
- Reach: Covers 3,500+ bus operators across India, along with services in Singapore, Malaysia, and Indonesia.
While redBus is widely recognized for convenience and a large operator network, recurring customer complaints have emerged around:
- Refund delays
- Confusing cancellation policies
- Customer support quality
- Operator accountability
This complaint by Mohammad Ajazuddin shows that even established platforms can fail in basic customer handling if communication and accountability are missing.
Which Legal Action Can Be Taken
If redBus fails to resolve such complaints, customers have the right to pursue legal remedies under Indian law:
- Consumer Court (Consumer Protection Act, 2019):
- File a complaint for deficiency of service, unfair trade practices, and mental harassment.
- RBI Guidelines on Refunds:
- Customers can raise a case if refunds are delayed beyond standard banking timelines.
- E-commerce Rules under IT Act:
- As an intermediary, redBus must ensure fair grievance redressal. Failure to do so can invite penalties.
- Class Action Complaints:
- Multiple customers facing the same issue can file collective complaints against redBus.
Escalation if Complaint Is Not Resolved
Posting this complaint on Choice4Voice.com is the first step toward awareness and public pressure.
If redBus does not provide a proper resolution, Choice4Voice.com can escalate legally by filing a consumer complaint or class action case on behalf of affected customers. This ensures that large corporations are held accountable for poor service and that consumer rights are protected.
Frequently Asked Questions (FAQs)
Q1. Who filed this complaint against redBus?
The complaint was filed by Mohammad Ajazuddin, a Software Engineer.
Q2. What was the main issue in this redBus complaint?
The main issue was a bus cancellation with unclear refund and poor customer support.
Q3. How much was the ticket and refund mismatch?
He paid ₹570 but was informed of a refund of only ₹543.
Q4. Why was the refund mismatch problematic?
redBus failed to explain why charges were deducted when the operator cancelled the bus, not the passenger.
Q5. Was the bus cancellation updated in the app?
No, the cancellation was only notified by SMS. The app did not update.
Q6. What was redBus support’s response?
They gave confusing replies like “bus is cancelled, not the ticket” and later closed the chat abruptly.
Q7. Why did redBus suggest “zero cancellation insurance”?
Support wrongly suggested it even though the cancellation was by the operator.
Q8. Did the complainant lose a large amount of money?
No, the monetary difference was small, but the inconvenience and lack of accountability were significant.
Q9. How did this affect the complainant’s travel?
He had to rebook another bus on AbhiBus, causing stress and inconvenience.
Q10. What does the complainant expect from redBus?
- Clear real-time updates
- Professional communication
- Instant refund for operator cancellations
- Accountability for customer inconvenience
Q11. What is redBus’s tagline?
“India’s No. 1 online bus ticket booking site.”
Q12. Who owns redBus?
It is owned by ibibo Group, part of the MakeMyTrip Group.
Q13. What is the official redBus website?
The official site is www.redbus.in.
Q14. How long do redBus refunds usually take?
Refunds typically take 7–10 working days, depending on the payment method.
Q15. Can redBus deduct charges if the operator cancels?
No, full refund should be provided when the bus operator cancels.
Q16. Where can customers complain if redBus fails to resolve?
Customers can complain on consumerhelpline.gov.in or cybercrime.gov.in (for digital fraud).
Q17. Is redBus customer support reliable?
Many customers have reported slow responses, template replies, and poor escalation handling.
Q18. What legal options do passengers have against redBus?
They can file a consumer complaint for deficiency of service under the Consumer Protection Act, 2019.
Q19. Can Choice4Voice.com escalate this issue legally?
Yes, Choice4Voice.com can file a consumer case if the issue is not resolved.
Q20. What is the key lesson for passengers?
Always verify refund amounts, demand clear communication, and hold companies accountable for operator cancellations.
