I
Intercape
Unclaimed Business
I
Intercape
Unclaimed Business
267 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Intercape is experiencing severe and systemic service failures across nearly every dimension of the customer experience. Customers consistently report dangerous breakdowns, extreme delays, rude and dismissive staff, lost or damaged luggage, refused refunds, and a near-total absence of proactive communication. The overwhelming majority of reviews express deep frustration, disappointment, and safety concerns, with only a handful of positive experiences reported.
Top Strengths:
- •Customer Service & Travel Expertise: A small number of customers praise individual drivers by name for being warm, friendly, and going above and beyond to ensure passenger safety and comfort during their journeys.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#6
in Travel Agencies
NPS Score
-81
Recommended: Unlikely
Review Distribution
1.3|267 Reviews
May '25 - Apr '26
5(3.3%)
4(2%)
3(2%)
2(5.3%)
1(87.4%)
5(3.3%)
4(2%)
3(2%)
2(5.3%)
1(87.4%)
Recent reviews (267)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
HF
Henry F
1 reviews | Active since Jan 2020
16 Mar 2026, 08:24
Intercape dissapoints again and again and again.
We booked a bus ticket for my daughter from east London to Port Elizabeth on Sunday 15.03.2026. We were inside the intercape offices checking in and having her bags weighed at snail pace because the lady in the office has no urgency in assisting anyone. We then told the lady that the bus is closing up and she assured us that the bus will not leave without us and that the bus driver will come into the office 1st to make sure that all passangers are accounted for. We accepted her response and continued to weigh the luggage. When we got outside the bus was gone, we went after the bus hoping to get it in town and the bus left. We called the call center and spoke to Amanda (arrogant and very unhelpful) and the lady wasnt even willing to assist, she just told us that we wasting out time becaue the ticket was forfeited. I can understand if we were late but we were in the office with the lady there taking her time looking at the bus and the bus just leaves. There was 2 other people stranded with us.
Helpful (0)
|Replies (0)HF
Henry F
1 reviews | Active since Jan 2020
16 Mar 2026, 08:24
Intercape dissapoints again and again and again.
We booked a bus ticket for my daughter from east London to Port Elizabeth on Sunday 15.03.2026. We were inside the intercape offices checking in and having her bags weighed at snail pace because the lady in the office has no urgency in assisting anyone. We then told the lady that the bus is closing up and she assured us that the bus will not leave without us and that the bus driver will come into the office 1st to make sure that all passangers are accounted for. We accepted her response and continued to weigh the luggage. When we got outside the bus was gone, we went after the bus hoping to get it in town and the bus left. We called the call center and spoke to Amanda (arrogant and very unhelpful) and the lady wasnt even willing to assist, she just told us that we wasting out time becaue the ticket was forfeited. I can understand if we were late but we were in the office with the lady there taking her time looking at the bus and the bus just leaves. There was 2 other people stranded with us.
0
Replies (0)HV
Hester V
1 reviews | Active since Jan 2020
15 Mar 2026, 05:26
Bigsky bus cancel my ticket
Booked and paid for 2 bustickets on Bigsky. Upon rrival after driving 2 houers i was informed my departe ticket was cancelled!!! I did not cancel my ticket, nor was i informed by bigsky that there was a cancelation, or is there written proof i have done so. I had to buy a new ticket resulting in me to have a shortfall on travelling fees!!!! It was humiliating.
Helpful (0)
|Replies (0)HV
Hester V
1 reviews | Active since Jan 2020
15 Mar 2026, 05:26
Bigsky bus cancel my ticket
Booked and paid for 2 bustickets on Bigsky. Upon rrival after driving 2 houers i was informed my departe ticket was cancelled!!! I did not cancel my ticket, nor was i informed by bigsky that there was a cancelation, or is there written proof i have done so. I had to buy a new ticket resulting in me to have a shortfall on travelling fees!!!! It was humiliating.
0
Replies (0)X
Xoliswa
1 reviews | Active since Jan 2020
13 Mar 2026, 20:43
Bad Customer Service
Intercape , worst customer service ever. Bus delayed by 2hrs and Nerishka their client service consultant is rude to the core , unable to empathize and effectively deal with client's frustration instead she wants to prove that clients are nothing but to accept the situation as it is. You've just lost a customer in me and my entire family.
Helpful (0)
|Replies (0)X
Xoliswa
1 reviews | Active since Jan 2020
13 Mar 2026, 20:43
Bad Customer Service
Intercape , worst customer service ever. Bus delayed by 2hrs and Nerishka their client service consultant is rude to the core , unable to empathize and effectively deal with client's frustration instead she wants to prove that clients are nothing but to accept the situation as it is. You've just lost a customer in me and my entire family.
0
Replies (0)JO
FvdR
Frances van der Ryst
1 reviews | Active since Jan 2020
12 Mar 2026, 14:42
Late bus
I am writing a review on behalf of my grandmother. My grandmother was supposed to catch the bus last night and the bus was 3 hours late. Messages went out to some customers, but my grandmother did not receive a message. She is 77 years old and had to wait next to the road at night. My grandfather is 83 and had to wait with her. It is really dangerous and they are vulnerable. This is really bad service and unacceptable.
Helpful (0)
|Replies (0)FvdR
Frances van der Ryst
1 reviews | Active since Jan 2020
12 Mar 2026, 14:42
Late bus
I am writing a review on behalf of my grandmother. My grandmother was supposed to catch the bus last night and the bus was 3 hours late. Messages went out to some customers, but my grandmother did not receive a message. She is 77 years old and had to wait next to the road at night. My grandfather is 83 and had to wait with her. It is really dangerous and they are vulnerable. This is really bad service and unacceptable.
0
Replies (0)EJ
Eva J
1 reviews | Active since Jan 2020
11 Mar 2026, 10:15
What happened to you Intercape? From excellent just a few years back, to worse.
Delay with bus 922. Bus 915 arrived (with a non flushing toilet) instead and broke down in Welkom. Waited for another bus for almost 2 hours. Big Sky arrived. Not Intercape or even Translux but Big sky. Why Intercape? Why? How could you downgrade me like that? Leg room is cramped, toilet stank, noisy passengers and drivers, drivers took unnecessarily long breaks. Not pit stops, but breaks where people got dropped off and then the smokers got off as well and had a smoke party. At King Williams Town we had to leave Big Sky and wait for another bus to take us to PE after driving a total different route than usual. I have no words. I specifically book Intercape for all my trips because of the leg space, consistency, clean busses and punctuality. And I thought the language of communication is English. Drivers relayed information in their native tongue not worried about us who do not understand their language. I am very unhappy with this trip because my customer needs were not met. Dear management, please note: Departed from Pretoria station on Friday 6 March 16h30. Arrived in PE Sat 7 March at 17h00. Probably would have arrived later by bus. My husband drove through to Grahamstown and picked me up. Sparing me the daunting last leg to PE. In total I onboarded and offboarded 3 busses in one trip. Intercape, what are you doing? You are going down the same route as Translux and that is a shame.
Helpful (0)
|Replies (0)EJ
Eva J
1 reviews | Active since Jan 2020
11 Mar 2026, 10:15
What happened to you Intercape? From excellent just a few years back, to worse.
Delay with bus 922. Bus 915 arrived (with a non flushing toilet) instead and broke down in Welkom. Waited for another bus for almost 2 hours. Big Sky arrived. Not Intercape or even Translux but Big sky. Why Intercape? Why? How could you downgrade me like that? Leg room is cramped, toilet stank, noisy passengers and drivers, drivers took unnecessarily long breaks. Not pit stops, but breaks where people got dropped off and then the smokers got off as well and had a smoke party. At King Williams Town we had to leave Big Sky and wait for another bus to take us to PE after driving a total different route than usual. I have no words. I specifically book Intercape for all my trips because of the leg space, consistency, clean busses and punctuality. And I thought the language of communication is English. Drivers relayed information in their native tongue not worried about us who do not understand their language. I am very unhappy with this trip because my customer needs were not met. Dear management, please note: Departed from Pretoria station on Friday 6 March 16h30. Arrived in PE Sat 7 March at 17h00. Probably would have arrived later by bus. My husband drove through to Grahamstown and picked me up. Sparing me the daunting last leg to PE. In total I onboarded and offboarded 3 busses in one trip. Intercape, what are you doing? You are going down the same route as Translux and that is a shame.
0
Replies (0)MN
Mfanelo N
1 reviews | Active since Jan 2020
10 Mar 2026, 17:46
Bad service
I always fail to understand what the management of intercape is what are they doing with the fact passengers who are traveling from either western cape to durban via port Elizabeth they bring old busses without leg room for tall passengers like me this is bad, why don't they bring the sleepiness and other double decker bad services
Helpful (0)
|Replies (0)MN
Mfanelo N
1 reviews | Active since Jan 2020
10 Mar 2026, 17:46
Bad service
I always fail to understand what the management of intercape is what are they doing with the fact passengers who are traveling from either western cape to durban via port Elizabeth they bring old busses without leg room for tall passengers like me this is bad, why don't they bring the sleepiness and other double decker bad services
0
Replies (0)C