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1.2 321 Reviews

Intercape Complaints Summary

14 Resolved
307 Unresolved
Our verdict: If considering services from Intercape with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Intercape reviews & complaints 321

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Newest Intercape reviews & complaints

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8:42 am EST
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Intercape service

On Sat 9th of Feb 2019 at 5:50am, myself and my very good friend Mary Jane Zimri went to the intercape bus stop at Intercape office, Mabel street nr 8 for a 6:35am departure and 11:55am arrival in Mosselbay. This being our very first bus trip in our lives and with the trip getting us to Mosselbay for our best friends wedding at 4pm we were anxious and very nervous. So we got there and waited asking other bus patrons what we need to do, they instructing us to just wait in line. Also during this time no announcements were made and no Intercape staff visible. However as other Intercape busses pulled up we would proceed to ask the bus conductor and he would say its not our bus. Eventually we started making a loud commotion about the bus being late, at this time it was 6:44am. A patron who had just disembarked told us to go to the Intercape desk inside a building behind us. We get to the desk, the woman at the counter although sweet in nature could offer us no help. We then caught an Uber from the Belville station to the next stop which would be Shell garage in Somerset West with a 7:20am stop. We asked if she could not contact the driver and ask if he could just maybe wait a bit, or if there was anything she could do to help. She said that she could not. Anyway so we rushed thru to Shell Somerset West at full speed, on route I called help desk to find out if there was no way they could accomodate us. The woman on the phone was not helpful nor pleasant at all. Eventually at 7:26am we reached the Shell Somerset West stop to no avail. We had just missed the bus. We then found a Intercape van at the stop and asked him for anysort of help or even help to get new travelling arrangements as we were at a loss of what to do next. We were highly stressed and emotional and no one at Intercape seemed to care or want to help us. This has trully put a sour taste in our mouths and we were appalled at the insensitive way first time bus travellers were handled, especially on such a big day in our lives and that of our best friend and because no announcements were made or sign up to indicate that we need to first go to the Intercape desk. We ended up paying over R800 each to find alternate travelling arrangements, ontop of the initial and not used R249 for our Intercape bus ticket. I do hope that someone will get back to us regarding this issue.

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4:02 am EST

Intercape refunding and wrong bank details

Good day

I've cancelled a ticket on the 12 th of December 2018. The lady asked for my bank details and said it would take about 2 to 3 weeks for the refunding.in January there was no refund. I called and one lady rudely explained that the money was refunded on 11 January 2019. One week went passed no money reflecting in my bank account. I called Intercape numerous times just to here the money was refunded. At last someone was nice enough to look into it. He read out my bank acc number and it was wrong. I called Intercape again and the lady I then spoke to also gave me the wrongs bank details. Finally they listened to the recordings and the one I spoke to for the cancellation wrote down the wrong bank details. Today I call them again because I was told they gave the refund dept the correct details abd it will take 1 week. It's been 2 weeks no refund.

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11:36 pm EST
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Intercape the drivers

I called the call center and it didn't help. The drivers are being rude and are blocking everyone in the bus to sit at the back. Registration details: ICG 707 GP.
They are rude, when I asked them why are they blocking us they were being sarcastic about it.
My details: [protected]
Ticket no:0202190130TP612

I'd appreciate if I'd be called back today

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3:36 am EST

Intercape service

Hi

I am an unsatisfied client in the bus
Intercape bus Number 202
Going to Johannesburg
Toilet is not working from Bloemfontein we haven't got to a stop for bathrooms.

And there was a time the bus stopped for no reason.

Still in the bus can you atleast call this driver and ask him to stop somewhere so that we can go to the bathroom atleast?

BAD Service!

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2:08 pm EST

Intercape very unhappy

To whom it may concern

I am extremely unhappy with the service intercape offered me on my trip from paarl to humansdorp. First we get to somerset west, then there is something wrong with the bus. So they bring another bus after standing a hour min waiting. The bus gets there then we are off. We get to riviersonderend and then the bus gives also some kind of trouble. Because of this I am gona miss a very important job interview tommorrow because of intercape failure to live up to their slogan. Safe yes, dependable no, affordable yes. Extremely dissapointed. I insist that intercape reimburses me for my ticket and give me a voucher. On the bus intercape shows of all the inspections that is done on a bus before it departures.. Clearly thats not the case..

Hope to hear from your offices soon.

Thank you

Mr jacobus mathysen

Email: [protected]@gmail.com

Ps. Please find attached ticket of trip

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12:22 am EST
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Intercape the bus

Hi I Ms Caroline Chauke and my family of 5 we took bus from Pretoria to Durban on the 21 December at 8:15 the departure time was late and the bus was not in condition was no aircon, toilet dirty, chairs not comfortable and the way it was hot kids have to undress and second on our return 28 December 11:00 and the same bus have faulty we have to change to other bus on the way was raining nd the bus was leaking and the was old man in front of my sit we were sitting next to each other we were wet the windows was leaking we have to use the tissues to close the holes on the windows and the was no waist plastic on our sit to put dirty stuff I don't what to do in future. Thanks.
My cell number is [protected]

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9:39 pm EST

Intercape transport

Booked my ticket a week ago came the day I had to travel got into a bus no 1 said anything only when on the way already they started telling us that they don't stop at my destination which is Qumbu and they said we must either get of at mt frere or mtata wher do we get the money to go from mtata to Qumbu if we paid for our tickets and they were very rude I want my money back

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9:38 pm EST

Intercape customer service and communication

Me and my family took bus 132 From Cpt To Pe there was absolutely no communication from the intercape staff the bus arrived 2 hours later In Pe, we were not notified that we are going to stop for a break I traveled with 2 kids top seats in bus I didn't know if I can take them to the toilet or buy something to eat because there was no communication Intercaoe was always my preferred bus service but I'm very unhappy about our trip yesterday, said with al due respect what u advertise is not the service delivery we got yesterday. Departed cape Town 6:35 returned to the bus office and stood there for 30 minutes not knowing what is happening . Then stopped to hook a trailer the drivers just got out into the intercape taxi not telling us what is going on all the way I had to ask can we go to the stop wasn't a pleasant journey att all,

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12:08 am EST

Intercape no refunds if bus has been missed

10.12.2018 - booked bus ticket from Durban to Cape Town. Unfortunately due to a slight case of food poisoning, I missed the bus. I then attempted to drive to Pietermaritzburg to get the bus there, because I was told I cannot change the ticket. The nausea and stomach aches became so severe that I couldn't get to PMB on time either. Now I am told by Customer service that I cannot get a refund or even part thereof, unless I can prove that I was hospitalised at the time of departure. Who anticipates falling ill and if I had to get on the bus, then got sick, they would in any case have dropped me at the nearest point and carried on their merry way

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Reabetswe Magaga
, US
Jun 22, 2022 1:54 am EDT

the ticket did not state under terms and conditions that there is no refund. it also did not state that you can move the ticket to the next bus 15 minutes before departure

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7:21 am EST

Intercape poor customer care service

i called the call centre on the 03-12-2018 i spoke to the gentleman by the name of Unathi. i was confirming if my ticket that i booked for the 12-12-2018 was valid, apparently the ticket was changed so i queried the change of that ticket without my request. he then listen to the call i made the day the ticket was changed and he called me back to say on the call i requested for the ticket to be changed, i then requested to listen to the recording he refused to play the recording to me and i insisted, eventually he then gave the call to Rhyana, i assume she is a quality assessor who then play the recording for me, nowhere on the recording i mentioned the change of the ticket, i asked her if which part of the recording is requesting for the change of the ticket, she couldnt answer.she then request me to lodge a complaint, i asked her how do i lodge a complaint, she then said she will ask her supervisor to listen to the call and she will call me back, than was on the 03-12-2018, today is the 10-12-2018 and i am suppose to be on the coach to cape town, ticket that was changed. i am still waiting for the call.

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2:21 pm EST
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Intercape refusal to board the bus

On trying to check in intercape they find that amongst my luggage is a bottle of whiskey and they tell me that they do not allow alcohol on board.I agree that I will leave it behind but they refuse me because there is alcohol in my stomach.How they arrived at this absurd conclusion when they did not put me under breatherliser is shocking.At any rate I had concurred to their demand to leave the bottle behind.I was given no refund and was told point blank that I was not going to be helped.

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2:27 am EDT

Intercape service delivery

We embark the 219 bus on the 1 Nov 2018. Driver left the bus and we are stranded with 1 driver and waited for a second one. Bus broke down at Citrusdal stranded for 3 hours. New bus arrived in the early hours. Bus running late for almost 5 hours. No entertainment no plastic bags no sound on entertaiment. Is this what we ar paying for. Very disappointed

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6:07 pm EDT
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Intercape employee

On the 29th of October 2018, I was booked for a bus from Cape Town to Ladybrand at 16:30. I got to the bus late but I managed to get it. I could not go to the office. The driver was kind enough to explain to me that I was suppose to check in and weigh my luggage but since I am late, he will let me check in at the next stop which is Bellville. When we got to Bellville, I got off the bus and went straight to check in and weigh my luggage. I asked the guy who was there if this is what checking in is. He said yes. I am not familiar with these checking in and signing in terms. That's why I asked him. So afterwards, I left the office without going to the front desk. Next thing, I'm sitfing on the bus and a lady comes and says that she has been assigned my seat. We don't argue, she says she will call the intercape lady to come and sort it out because we both do not know what is happening. The lady comes in and asks to cgeck our tickets. She finds that I did not sign in. Now I am even more confused. I let her know that I did check in because I thought they were the same thing. She raised her voice and told me that I did not sign in and it is not the same thing. She rudely told me not to ever just get on the bus. I felt so small. I felt so insignificant because of the way she spoke to me. I cried for most of the trip. I am hurt beyond words because I work in a customer service environment and I know how difficult customers can get, but I am by far one of the most humble people ever. I did not argue with her. I just shrunk in disbelief. I was wrong. I was not going to argue that. I was definately wrong to not sign in but I did not deserve to have someone speak to me that way to a point of crying on the bus.

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1:30 pm EDT
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Intercape I am complaining about arrival times that is more than 30 min late

Evety time we stop to pick up or drop of people the smokers on the bus gets off. And takes 20 to 30min to get back on. We should have been in Midrand by 20:00. We are only leaving Pretoria station now. My family has already been waiting for me before 20:00 and is still waiting.
We just stopped once again next to the road for who knows what reason! We still have to travel home from the bus station and will arrive at home who knows what time.
This is totally unexeptable.

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3:21 am EDT

Intercape complaint-intercape bus travelling from pretoria to durban

Dear Intercape

I would like to lodge a formal complaint to Intercape Bus services. I am writing for the attention of your customer experience team.

I bought my dad a bus ticket from Pretoria to Durban
My Dad boarded the Intercape bus in Pretoria Station at 06:00 am to come visit me in Durban and was supposed to arrive in Durban at 18:00 pm
I have to say however i was hirely disappointed and disgusted by the services and the experience on the by the Intercape Bus services.

As they were travelling the first bus broke down in Harrismith at 15: 00 PM. The Passengers were then informed that they had to wait for the bus to be repaired which to 2 hours, after failing to fix it they were then informed that a second bus will come collect them. Eventually they were transferred to a second bus, but Horrifically as they were travelling again the second bus also broke down. Keep in mind that this is the second bus and the second break down within period of 5 hours.

Again they were informed that a technician will come repair the bus. It was exactly at 19:00 PM when the bus was fixed. At this time myself and my family we are extremely worried about my dad and his phone is running out battery. horrifically his battery died and could not get hold of him. I waited at the beach front (where he was suppossed to get off) until 11:00 PM. The fact that i could not get hold of him, i was stressed thinking that maybe he got off at Durban Sation, so I then decided to drive to Durban Station . When i got to Durban Station i asked around to find out if the bus that broke down coming from Pretoria arrived (fortunetely a passenger who was one same bus, informed me that the bus just left now heading to the Depot). Here i am speeding chasing after the bus, i eventually caught up with bus at Beach front where my dad arrived at 11:45 PM

I am extremelly unsatisfied with your services, how is possible that 2 busses can break down within a period of 5 hours?

Are these busses not serviced ?

I regret making use of your services, for wasting money for this terrible experience.
I requesting that these busses must be serviced and if old they must be dispossed because people's lives are at risk

Regards
Kabelo
[protected]@gmail.com
[protected]

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7:57 am EDT

Intercape intercape bus cape town to umtata 20/10/18

We took the bus from bellville to humansdorp on 20/10.
The toilet was disgustingly dirty, had a horrible urine smell, no toilet paper (luxury bus!?!?!)
The bus was full but more passengers got on and sat on the floor! With that people was a toddler, that was walking up and down the whole time crying and pestering other passengers!
The movie was replayed 3 times (stopped halfway and started at random spot)
But the worst was they do not announce stops! If I did not wake by accident we would not gotten off at our destination. How unprofessional and pathetic!
I would definitely not recommend intercape or use this service again.

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12:28 am EDT

Intercape service

The bus left Durban at 11pm and for and it was stated that we'll arrive in joburg at 6:15 for that reason I booked a second ticket to go to Mpumalanga when I arrive in joburg and here we now arrive at joburg at 07:30 and the driver is not telling us anything at all he just stops whenever he likes but he doesn't communicate with us the reason for the stop

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11:19 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Intercape has left an official reply on this complaint.

Intercape service

Your drivers are very rude, i am travelling from butterworth to johannesburg as we speak i had a parcel to give someone at ultra city, the driver would not even allow me to speak to the person i am giving the parcel to let alone a 5 minute refreshment some of us dont like using bus toilets and from buttterworth to umtata is a 2 hour drive and the driver would not allow me to go out i mean i could have used the garage toilet while they r busy loading, we got here 17:50 and its 6 oclock already and the bus has not moved yet i mean i would have been back by now and this is not the first time i get in an intercape bus and usually they tell us to go buy food and refresh at this point, i am really dissappointed the service has gone from bad to worce because the service was not really good even when i was travelling down to EC as well but i decided not to complain its 6:07 now the bus havent moved i mean thats just unfair.. The drivers name is Limmy sorry o ddnt get the surname... I am so dissappointed for 10 years i have been using this bus and what i got today is totally unacceptable. I woild like to get response to this as to what has been done to this matter otherwise il wil take it further...

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N, Ndukula
, ZA
Oct 28, 2018 3:39 am EDT
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Bad service from the stuff, when going to cape town.
Coming from cape town to Johannesburg, air-conditioner was cold the whole night, I told the driver to switch it of her never did, now the toilet is blocked urine all over the floor. Bad service, my noses and chest blocked from the air con now urine. Elderly people can't use it, they have to hold themselves until they reach a station

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12:58 pm EDT
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Intercape rude host

I just got on the 18:50 bus from Vanderbijlpark to Bloemfontein which firstly was about 20/25min late. The host that checked our names before we entered was very rude to one guy which made me very unhappy. He instructed that I can go in the bus not giving me a seat number. He continued being rude to other passengers as he came upstairs he called my name and screamed at me for sitting in someone seat and I said ok I'm coming. He continued to scream at me as I packed up my things so I can move. He does not belong in this kind of work and knows nothing about customer service. I wish I never have to be in a bus with him. I am very sad and disappointed in the service I recieved from him. You are going to loose a lot of customers because of him. I really hope u are able to track him and take him to some customers service course.

Thanks.. Pls give me feedback on [protected]@gmail.com

Kind regards
Maphakoane Makhale
[protected]

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12:44 pm EDT

Intercape service

Someone did my booking for me and my kids. I got on on cape town when i got on the bus to sit i saw that i am sitting behind my kids and on the opposite side of my kids there was a place open i went to sit there till the next stop. So i decided that maybe i should ask if i cant just sit there and when the person comes i wil then just ask if we could swop places my kids are 9 and 5. And when i asked the buss attended he said NO i cant sit there but the seat is open... i will never travel intercape again. Please give your people training on how to speak to your customers

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Intercape In-depth Review

Overview: Intercape is a leading bus transportation company that offers a wide range of services and amenities to its customers. With a rich history and background, Intercape has established itself as a reliable and trusted provider in the industry.

Booking Process: Booking tickets with Intercape is a breeze, whether it's done online or through other channels. The website features a user-friendly interface and navigation, making it easy for customers to find and book their desired trips. Additionally, Intercape offers various payment options, ensuring convenience for all users.

Customer Service: Intercape's customer support team is highly responsive and helpful. They can be reached through multiple contact channels, including phone, email, and live chat. The team is efficient in handling inquiries, complaints, and refunds, ensuring that customers' concerns are addressed promptly and satisfactorily.

Fleet and Amenities: Intercape boasts a modern and well-maintained fleet of buses and coaches. The vehicles are kept clean and undergo regular maintenance, ensuring a comfortable and safe journey for passengers. Amenities such as reclining seats, onboard entertainment, and Wi-Fi are provided to enhance the overall travel experience.

Safety and Security: Intercape prioritizes passenger safety and complies with industry regulations and standards. Stringent measures are in place to ensure the safety of both passengers and their belongings. Luggage and personal belongings are securely handled and protected throughout the journey.

Punctuality and Reliability: Intercape prides itself on its punctuality and reliability. Buses depart and arrive on time, providing passengers with a hassle-free travel experience. In the event of delays or cancellations, Intercape handles the situation professionally and ensures that alternative arrangements are made promptly.

Routes and Destinations: Intercape offers extensive coverage of various destinations and routes. Popular locations are served frequently, providing flexibility and convenience to travelers. Customers also have the option to change or cancel their bookings, adding to the flexibility of Intercape's services.

Pricing and Value for Money: Intercape's ticket prices are competitive compared to other providers in the industry. The company is transparent about any additional fees or charges, ensuring that customers are fully informed. The value for money is evident in the high-quality service and amenities provided by Intercape.

Reviews and Ratings: Intercape has received positive reviews and ratings from customers across various sources. Customers have expressed satisfaction with the company's services, highlighting its reliability and comfort. Intercape's performance is consistently compared favorably to its competitors in the industry.

Sustainability and Environmental Impact: Intercape is committed to reducing its environmental impact and has implemented various initiatives and practices to achieve this. The company utilizes eco-friendly technologies and fuels whenever possible, demonstrating its dedication to sustainability and social responsibility.

Accessibility and Inclusivity: Intercape strives to accommodate passengers with disabilities or special needs. The company ensures that its services are accessible to all by providing assistance and facilities as required. Additionally, Intercape offers services in multiple languages, catering to a diverse customer base.

Partnerships and Affiliations: Intercape has established partnerships with other businesses and organizations, offering benefits and discounts to its customers. These collaborations enhance the overall customer experience and contribute to Intercape's reputation and credibility in the industry.

Conclusion: Intercape stands out as a reliable and customer-oriented bus transportation company. With its user-friendly booking process, excellent customer service, well-maintained fleet, and commitment to safety and sustainability, Intercape offers a top-notch travel experience. While there is always room for improvement, Intercape's strengths far outweigh any weaknesses. Overall, Intercape is highly recommended and deserving of a high rating in the industry.

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Intercape contacts

Phone number

+27 21 380 4400

Website

www.intercape.co.za

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