Zikhona S

Unpleasant experience

I recently had the unfortunate experience of traveling with Badela Bus Company on Sunday, 29 June 2025, from Cape Town to the Eastern Cape. This trip turned out to be not only stressful but deeply disappointing due to a combination of poor service, lack of communication, and disregard for passenger safety and comfort. To begin with, the bus was delayed by 1 hour and 30 minutes. While we were informed there would be a delay, we were told it would be just 45 minutes—clearly, that was not the case. As the journey proceeded, we made stops around Paarl or Worcester to pick up additional passengers. To my shock, these passengers boarded with large and inappropriate items such as gas stoves, doors, windows, and even fridges—items that, by any reasonable standard, should not be allowed on a passenger bus due to weight and safety concerns. Several passengers, including myself, raised concerns about the evident overloading and insisted the bus be weighed for safety reasons. Not only was this request ignored, but to make matters worse, there were around 3 to 4 passengers standing due to lack of seating—something that should never happen on a long-distance bus trip. During this chaotic period, the bus owner appeared. When confronted by understandably upset passengers, the owner's response was appalling. He dismissed everyone's concerns and stated, “If you are not pleased, you are allowed to take your money and go back to Cape Town.” At this point, we were already around Worcester, far from Cape Town, making this suggestion both impractical and insulting. This kind of attitude reflects extremely poor customer service and a complete lack of professionalism. Things got worse. Hours after leaving Worcester, around the Touws River area (shortly after the tunnel), the bus broke down and simply stopped operating. We were stranded there for 2 to 3 hours with no communication from staff. We only learned what was happening by overhearing the drivers' conversations, which is unacceptable. Eventually, a replacement bus was arranged, but it was significantly smaller and could not accommodate everyone. This forced passengers—including children—to sit on each other’s laps or crowd uncomfortably. Complaints about this situation were met with indifference from the staff, who showed no urgency or concern about the conditions we were forced to endure despite having paid for our tickets. By the time we reached Queenstown early Monday morning, passengers were tired, hungry, and in desperate need of a restroom break. When we requested a short stop, the driver responded with an incredibly rude attitude, saying he was tired and that he was doing us a favor. That’s not a favor—that’s your job. If he wasn't prepared or willing to transport us, then the original drivers should have completed the journey. This entire experience left a bitter taste. The service was disorganized, unsafe, and disrespectful. From the owner’s dismissive attitude to the drivers’ lack of professionalism and empathy, this was by far the worst transport experience I’ve ever had. I would strongly advise against using Badela Bus Company. Passenger safety, comfort, and basic communication were all ignored. No one should have to go through what we did.