LG
Lindokuhle G
Active since Dec 2025
2
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2 reviews3 months ago
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.
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3 months ago
Busbud Sold Tickets for Cancelled Ilula Service – Refund Required
I purchased two Ilula bus tickets through Busbud for travel from Cape Town to Queenstown on 23 December (18:00). Booking references: • 110117 • 110118 On arrival at the bus station at 15:00, we were informed that Ilula buses were not operating that day. This was the first notification received — no prior communication was sent by either Ilula or Busbud. Because we only became aware of the cancellation on the day of travel, I was unable to cancel within Busbud’s 24-hour cancellation policy. The service was not rendered. While Ilula is the operator, Busbud is the platform that sold and facilitated the transaction, and therefore shares responsibility for ensuring that listed services are reliable and that customers are informed of cancellations. It is concerning that Ilula continues to be listed on Busbud despite a long-standing pattern of negative customer reviews and complaints, many of which raise similar issues regarding cancellations and lack of communication. By continuing to list and sell tickets for a service with a well-documented history of poor performance, Busbud contributes to the resulting consumer harm when services are not delivered. In terms of the Consumer Protection Act, 68 of 2008, consumers are entitled to a full refund where a service is not rendered due to supplier failure, regardless of cancellation policy. I am requesting Busbud’s urgent assistance in processing a full refund for both bookings. Proof of booking and payment is attached.
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