Intercape
Reviews and Complaints

On 8 May 2025 my husband and I took a bus (239) (ICG239) from Cape Town to Midrand via Bloemfontein. We have been traveling with Intercape for many years to various destinations. Unfortunately our favorite bus service is no longer what it used to be and the service has been declining the last 5 years. The heater, when on, is extremely hot and the heat unbearable. When we try to speak to the bus driver about it he ignored us and walked away. The staff have become rude and impatient. We will never again make use of intercape and have warned our friends and family to also not use intercape anymore and we are a large number of people who have regularly traveled with intercape.

Formal Complaint Regarding Service Delay and Safety Concerns

Dear Intercape Customer Service,

I am writing to formally lodge a complaint regarding a recent experience with your service.

On the day of travel, the bus was delayed by 2 hours and 11 minutes. However, the SMS notification received only indicated a 1-hour delay, which resulted in considerable confusion and a significant financial loss for which I am still requesting reimbursement. I was late for my flight. Furthermore, there were no alternative arrangements made to accommodate passengers affected by the extended delay.

It is also concerning that the delay was due to a mechanical breakdown, suggesting that proper maintenance checks were not conducted. This oversight not only disrupted the journey but also posed serious safety risks to all passengers on board.

Given the lack of timely communication, inadequate handling of the situation, and the potential safety hazards involved, I would like this matter to be escalated for further investigation and appropriate resolution.

Sincerely

I booked a ticket at computicket for 15 year old and 7 year old from Bellville to Butterworth 18h45 bus from Bellville. When we were at the bus station Intercape worker told us tthat they must be an adult accompanying then otherwise they are not allowed to travel alone. When I needed a refund an employee told me that I will not get refund and she was rude

Good day
Today at 1 am I was awaiting a bus iCG 865 GP stop at the bus stop in Beaufort west. I approached the bus driver to find out where this bus is going to and he was abusive to me told me to [censored] off.
Your buses are not marked so we have to find out from the drivers on there route.
Him using languages on paying customers is not acceptable.
I would further action taken against this driver. If not I will escalate this issue with all the nesessary media concern
Now I understand on the reasoning on your rating of 1
My telephone no is [protected] and email address is [protected]@gmail.com
Hope to hear from u asap

I booked a bus ticket online for the 3 November 2024.No one informed me that the Intercape branch has moved from Perridgevale to Newton park. I was on time and later discovered that by the door a note was placed to showcase their moved to Newton park... Upon my arrival at the Newton park I saw the bus and communicate to the driver as my departuring was at 19h30 and arrived at 19h25 due to me not knowing the changing of venue. The driver totally ignored me and said he don't care while myself and wife and infant child stranded at the branch... The controller at the branch noticed the incident and logged a complaint as the driver was unfair towards me. This is totally unacceptable as this is the first I'm experiencing this poor dissatisfaction of Intercape.

From : PE
To : Cape Town

Nathan Monyake - [protected]

Namibia border drop off Moorreesburg 6/7/2024. Looking forward to the trip because of advertisement and experience. Could/t wait, we were so excited. But what a rude awakening. It was all lies, huge disappointment, regret using Intercape. Unpleasant/disappointment/disgusting. Why book seats if it's going to be occupied, the drivers should've made sure that the seats booked was empty and still clean before people entering the bus. We were standing in the cold, 3 o'clock in the morning, waiting for driver to sort this matter after asking more than once. Upon entering the bus, I became nausea's and felt like vomiting. Unfortunately, we didn't have another option. The bus smelled like pee, it was filthy and disgusting. The "toilet" was extremely dirty and disgusting. Unhygienic. Basin full of sand, floor and toilet dirty, no toilet paper, smelled like [censored]. The door couldn. t close properly. So, you have the hold the door, while in there. No leg space as promised. They promise you a seat which can tilt 150degrees. I thought this was great as my daughter has a back problem. Great night of sleep, but they don't mention if the person sitting behind you are rude and big and you will be sitting straight up the entire trip as you are not able to use the 150degrees. People are bumping against you every time they get up to move around.

I had booked a ticket from kroonstad to Durban for a bus that was supposed to leave at 11 am but the bus was delayed. I phoned the call Centre and was told that it would be be delayed by an hour and 50minutes of which after an hour from the delay I called and was told that the bus would be further delayed by another hour and 50 minutes meaning that the bus was expected to arrive around 2pm. Around 1pm I phoned the call Centre again to check where the bus was and was told that it was 3km away of which I was already at the bus station waiting for the bus only to find that the bus was already there.when I was approaching the bus the drive just left. I then thought it wasn't my bus since the driver didn't call for any passangers as per usual and desides I was told mine was on the way. As I was speaking to the passangers the informed me that in fact that was the bus I was supposed to board. When I called the call Centre for assistance they put me on hold and the agent didn't even try to help and she put me on hold until my airtime ran out. I then phoned and went to another agent that wasn't of any help. I phoned again only to be told there's nothing they can do for and mind you I had another bus that I needed to catch with your company that day a 8pm in Johannesburg. I honestly am super frustrated by this and would like to be refunded my money.

17 June 2024 18:15

Dear Sir/Madam

The bus left me after I had checked in, it was the mainliner from Bellville to Kokstad-Durban 0145. I went to the officers for complaint they said I should buy another ticket for the following they cannot help me. I have checked in by 17:49. My ticket number is as follows, [protected] BI572.

Looking forward for your response.

regards

Asisipho Ngcezu

Date of incident : 28 January 2024

Time : 13h45 Place : Mosselbay Shell Garsage

Confirmation Number : 2801242130xw745

When loading the passenger luggage on to the Intercape Sleepliner the driver of the bus demanded an extra R 100.00 from the passenger, according to the driver that the passenger was exceeding the 20Kg weight limit on luggage allowed. This happened without making sure about the weight of the luggage. He also did not issue a receipt for this Extra R 100.00. The passenger is very upset because that money was to pay for something to eat or drink on the journey.

This bus broke down twice from Mosselbay to Paarl and instead of arriving at 20h15 in Somerset West the passenger due to this breakdown problems only arrived in Somerset West at 23h25 without having money for any beverage for nine hours. The passenger never got the R 100 back

Mr Annandale Cell [protected]

I am very disappointed in your poor service on the 19 December 2023 i traveled on bus 073 from Matatiele to Johannesburg and it was very unpleasant with a foul smell of urine from matatiele i complained and the driver told us they will fix it in Kokstad when we got there he went to the intercape offices and told us he cannot assist us. We traveled on unhealthy and it is very unethical if you guys as we cannot even use the toilet because the male facility is blocked and full of urine which is very unfair because one of the reason we book the bus is because it has toilet facilities I am very disappointed and i feel abused as we traveling in these conditions till Johannesburg as if we didn't pay

Bus was supposed to arrive in Bethlehem at 01:05. By 01:35 it still hasn't arrived and no communication received from Intercape. Called the Customer Service number and was informed the reason the bus is late, was because the drivers received it late from the depot...resulting in the bus running late with 1 and half hour.

Poor timekeeping, poor service, no communication.

Judging by the amount of negative reviews, it is also clear that they don't even care about it.

My name is Mabatho, I was suppose to board a bus at 1:15 in Harrismith, got there early and waited. Three buses came while I was waiting and they all didn’t take me, I called customer service and they said my bus was there and it left. Mind you I went to every bus, the one I suspect she is talking about the driver said he only wants a Mabaso, he kept on saying Mabaso and I said I’m Mabatho went to another one while that one was there and he checked my ticket and said my bus is still coming it’s in Ladysmith, two bus drivers made a mistake yet I cannot be boarded in another bus or refunded? I have something to do in Johannesburg yet I’m late and they tell me I should just write a complaint there’s nothing they can do. What about the inconvenience this has cost and my money?

I am not happy with the driver of the Intercape who drove us from Jhb to Durban. From our departure his driving was not satisfactory. However we thought it was just a bumpy ride.

We relaxed as he then started to drive with a normal speed until we passed Howick where there was a lot of mist, the driver started to speed and harsh accelerated competing with the Greyhound driver, risking our lives and not giving an ear to our cries as we begged him to slow down.

They continued competing in the thick mist until the Greyhound off ramped in Pietermaritzburg. The driver totally ignored us and continued speeding while we sitting on the edges of our sits, praying that we make to our destination

Travelling on Intercape bus from Port Elizabeth was not pleasant... The bus arrived late in Port Elizabeth... Not even far out they pull off for bathroom and refreshment... Next stop Mosselbay... Between Mosselbay and Robertson toilet not functioning.. Water... Faeces... Urine... Smell unbearable... I personally ask if is possible to use garage toilet... Driver bluntly refuses... Says he will leave me behind... Some passengers relieving themselves on side of road in urban area... I am told to piss on bus tyre... What about the women on the bus... We are not bloody livestock... We are humans...customers using your service... I dont think i would ever want to use their busses again... It was the 901 bus...

Worst experience ever 22 november 2023 at 10h30 and terrible customer care park station intercape window, by yandiswa nduna, and still urgues with me when I show her my phone that no 1 from intercape called me. They canceled a trip and did not inform us, then it was our problem. I needed a refund so I could book another bus and continue with my journey, and was not given, told to go back to agent. And the useless manager. And worse, I realize they canceled 1 ticket instead of 2. And I want all my money back 🚮

I am writing this message very sad by how I was treated today. I’ve been using Intercape since 2017 till today “hope it’s the last time”.

I booked a bus from Harris to Midrand. The bus was suppose to pick me at 15:15 and I arrived there before 15:00.

I waited there patiently as I have always been. The bus arrived around 15:30 and I was told that my name doesn’t appear on the list, they only have 2 people on their list. When my husband call they told him that bus left at 15:35.

I don’t understand because I was already there and I went to those 2 drivers.

I do have witnesses and I know to you this might be just an incident that has just happened. I am really hurt and disappointed in your service.

What pains me a lot is the fact that I went to the bus and I was returned . Is it my fault that my name did not appear on their tablets? WOW! 🥹.

Ticket number0311230213BG295. The service has dropped so much since I used a bus over 15 years ago. When we arrived on the evening I was so shocked to find offices locked especially at night and it was raining heavy and over and above the bus delayed. As if this was not enough an indian driver who was so rude and disrespect to the passengers and to me in particular exchanging words such as he can't do anything about the rain as he was not god. When the bus arrived we obviously rushed to trying to escape the rain and cold only to be told by this driver that we should wait for the passengers who boarded the bus in PE to go and comeback from the shops before we could board the coach. After that we they didn't have a system of verifying passengers they first started with asking for our names as we were in front and not allowed inside the coach at this point we were soaking wet and they changed the verification and shouted names of people according to the list they had on their tablet so again we had to wait out of frustration we forced our way in it was clear that they didn't know what they were doing and that's were we were threatened by calling police to offload us. During the trip we never stopped for food as the indian driver told us we've already done so when few passengers would run out to the bathroom on stops that had number of passengers and this was due the unbearable stench coming out of the inside toilet. You could smell seating in front how much more those that were next to it throughout the trip. The indian driver was reckless and rude to fellow drivers on the road swearing at them from UMTATA to DBN. I would never recommend you company to anyone especially who can afford to fly.

On 28 September 2023 I bought the following tickets for my sister M Botha , ID 591129 0018 08 7:

2710230369WE349, 27 October 2023, Pretoria to George at the cost of R552.00

2810238036XY158, 28 October 2023, George to Swellendam at a cost of R283.00

0411238035MM998, 4 November 2023, Swellendam to George at a cost of R242.00

0412230370MM998, 5 December 2023, George to Pretoria at a cost of R892.00. This was a mistake on the agents side. When I realized the error on the date I went back to the agent to correct the date and she issued Ticket 0411232366JR466 at the amount of R544.00. No refund was given for the difference.

On the 27th of October the bus driver refused refused my sister entrance and said het ticket was cancelled and I must buy another one. I went to the agent where I bought the ticket. She looked at her system and said the ticket was not cancelled, and according to her only the ticket from George to Swellendam the next day was cancelled due to bad roads. My sister should get on the bus. The driver still refused and demand that I buy another ticket. He left without my sister as I refused to buy another ticket, as I already paid for one.

My sister had to be in Swellendam on the 28th of October for her only daughters wedding. I would have taken her myself from George to the wedding if the trip from George to Swellendam was indeed cancelled.

Bottom line is my sister was refused to get on the bus and could not attend het daughters wedding. The pain which she endures I will never be able to rectify.

I did however had to cancel the other tickets, as she could not get to George and Swellendam in time.

The agent cancelled the other 3 tickets

A000 [protected]

A000 [protected]

A000 [protected] and according to her she deducts cancellation fees and she cant pay cancel the first ticket. They are only going to refund the amount of R1020,00.

As you can see on the amounts on the bus tickets and the amount that went of my credit card, not to mention the date error this lady Christasha Steyn overcharged me in the first place. She is totally insufficient, and i will never make use of them again.

However, I need my money to the amount of R2109.00 back as a matter of urgency, as it was due to a lack of efficiency on the agents and bus drivers side that my sister was refused to get on the bus and attend her daughters wedding.

The bus that i was supposed to board on in Wolmaransstad to Pretoria was scheduled to depart 02:05 instead the bus departed 01:35 without even notifying me as the customer. I believe it is the policy of Intercape to call their clients and confirm before departing especially when its before departure time.

I hope this complaint will receive due attention and feedback be provided. Thank you.

To Whom it may concern

It is with great sadness that i had to have this bad experience with Intercape service this past weekend.

7th October

I booked a passenger on a bus on Saturday 14:35 just to here that nobody picked up my POP so that the passenger's name wasn't on the list and the bus didn't stop there anyhow.

After a call to your helpdesk on the second try I was helped and after 40min on call was helped with a new ticket (Thanks Joshua for your friendliness and patience to help me sort out the bad issue. It was greatly appreciated) of the 8 of October.

On the 8th October

We were at the bus stop at 14:00 at 14:45 we called the helpdesk to find out where is the Bus just to be told it is running late with no idea why.

The agent advises me to come back at 17:00 as the bus is 278km from Mossel bay. After standing at the bus stop again (third time) with no freaken bus arriving, and to be told and message was sent to notify me about this and i haven't received a single message. After checking it was confirmed by your agent that there was no one sending messages on a weekend. I'm battling with the conflicting messages your agent give people.

I had to call again (3rd time), just be told the bus is broken with no repair or arrival time, and nobody thought of notifying passenger of this delay and that the bus is still not coming, even after cell number was updated. Yoru agent's stories don't align and your poor passengers sit on the other side experiencing this bad service.

I'm now sitting with a scholar that needs to get to Paarl ASAP before Monday afternoon / night so that he can be at school on Tuesday.

I need someone at Intercap to sort this mess out. This scholar needs to be at school on Tuesday. this was the worst service I have received in a long time.

Can this ticket booked on the 14:35 Monday bus to Paarl.