Abigale O

Complaint Regarding Service and Ticket Loss

I am extremely disappointed in Big Sky Intercity and the level of service I’ve experienced—not once, but twice. Yesterday, we booked tickets for a 07:15 departure. I phoned about 40 minutes before departure to inform them that we were slightly delayed due to heavy traffic. Instead of any understanding or assistance, the lady I spoke to was rude and dismissive, telling me it was “our problem” and that we should make another plan or travel to the next stop at 07:47—which was an hour away. As a result, I lost the R620 I paid for the tickets and had to spend another R940 for new ones. What makes this worse is that this is not the first time. Just last month, we arrived 30–40 minutes early as instructed, waited nearly 20 minutes past departure time, and when I called, I was told the bus had already come and left. We had to rebook again, losing another R700. On top of that, the replacement bus scheduled for 17:00 arrived almost 2 hours late, with absolutely no communication—no messages, no emails, no updates. If I hadn’t repeatedly called for information, we would have been left completely in the dark. This level of poor communication, lack of accountability, and rude customer service is unacceptable. Passengers are expected to follow strict rules, yet the company fails to meet even basic service standards. I will not be using this service again unless serious improvements are made.