Ilula Bus Cancelled Without Notice – Refund Requested

I booked and paid for two Ilula bus tickets via Busbud for travel from Cape Town to Queenstown on 23 December (18:00). Both tickets were paid for by me, Lindokuhle Gwana.

Booking references: • 110117 (Lindokuhle Gwana) • 110118 (Yolanda Gwana)

When we arrived at the bus station at 15:00, we were informed on-site that Ilula would not be operating any buses from Cape Town that day. This was the first notification received — no email, SMS, or call was sent.

Because of this, I was unable to cancel within the 24-hour policy window. The service was not rendered.

I am requesting an urgent full refund for both tickets, to be returned to the original bank account used for payment. In terms of the Consumer Protection Act, 68 of 2008, consumers are entitled to receive the service paid for, or a full refund where the supplier fails to deliver the service. The cancellation of the bus service without prior notice constitutes non-performance by the supplier, and internal cancellation policies cannot be app**** to penalise a consumer where the failure lies with the service provider. I am therefore legally entitled to a full refund for both bookings.