Intercape – Poor service

I am writing to formally lodge a complaint regarding the service I received on 11 August 2025.

I had booked a ticket for an InterCape bus scheduled to depart from Pietermaritzburg at 09h50am and supposed to arrived at my destination at 17H40 pm . However, the bus was delayed, and we only departed at 11h50 and arrived at 19h50pm. Furthermore, despite booking and paying for an InterCape bus, we were transported on a BigSky bus instead, we received a SMS notification at 8h48 on the 11th Aug, notifying us that we will be traveling with Big Sky bus this was against our consent.

This is misleading and unacceptable. When customers book through the InterCape platform, they expect to travel on an InterCape bus, not be downgraded to another operator without approval. Such practices damage customer trust and undermine the reliability that your brand claims to uphold.

I request an explanation for this service failure, as well as clarity on why passengers are not informed in advance about such changes. I also urge your company to review and address this issue to prevent future occurrences.

Kindly treat this matter with urgency and provide a written response.

My ticket number 1108250352TM010