Thread: Intercape Mainliner:Travel in the Leap of Excellence.-Fact or Fake

I am writing this letter out of utter disgust .The service I received from your company is certainly not something to boost about. I expected to travel in the leap of excellence, but it certainly was not the case.

Here is my story.

After a year of hard work I decided to spoil my friend on a well deserve break. We made reservations with Intercape in Namibia for our journey. I am just glad I never booked my 3rd and 4th leg with intercape. We were due to depart from Windhoek to walvisbay on the 20 December 2007 at 07h30. This was not the case .We only left at around 11h00 because we were waiting for 5 passengers as the busses from South Africa were delayed.

No one bothered to inform us as to what could be the hold up. The bus driver and bus attendant was just missing in action. Eventually we departed with a bus with no air-conditioning. Namibia is a hot country and the heat was unbearable. This is a far cry from what you advertised: Air-conditioning, comfortable seat, reclining seat audio visual entertainment. Ten minutes into our journey the bus broke down .We were stranded for another hour as we were waiting for a mechanic to repair the bus. No bus attendant or bus driver said any word to your customers. When I confronted the bus attendant, he simply told me in no vain that I can do nothing and your company is a big company. I was highly disgusted. Again this is in contrast with your mission statement:”…meet the changing needs of our passengers with absolutes of integrity through our God-given gifts and commitment… “Whilst standing next to the road one of your staff members remarked that 16 new busses were bought and deployed only in south Africa. The old busses will be channeled to Namibia. What a shame .Is the Namibian clientele worth nothing to your company. Your bus attendant also made it known to me that no one ever complains; I will just waste my time. If this is the case I will report this to the printed Namibian media. ( In this case i opted to use the electronic media.I want everyone to see and read)

We left after an hour. One meter into our journey the bus stopped again. The door of the driver did not want to close. We stop repeatedly four five times because of this malfunctioning door. On enquiry from the bus attendant about your advertised audio and visual entertainment I was told bluntly it’s faulty as a DVD is jammed in the player for nearly a year. I was just wondering what about intercapes vision where once again you boost about servicing, repairing and maintaining your busses regular.

We had a quick stop at Okahandja to pick up a passenger. We had another stop at Karibib at the police station as your bus driver needed to pay a traffic fine which was due. We proceeded to Usakos where the fan belt of the bus broke again. All this time while we were praying to arrive safely, we were overwhelmed by the unhygienic smell of the onboard toilet. To crown it all there was no refreshments of cool drinks available on the bus. It was a matter of shut up, dehydrate and pray that u arrive soon.

We finally arrived in Walvisbay at 17H10. I subsequently looked like a fool as my friend was very irritated and unhappy with me for choosing such a terrible way of traveling. Am I right to say that your company is definitely not a means of transport to foster family bonds? .It got worse as we lost our holiday accommodation and I have to me emergency plans. This is due to the late and unsafe arrival of your bus. This is again in total contrast with your mission statement.

On my second leg of traveling we once again left an hour later, because the bus arrived late. No apology once again. 10 metres from the bus stop, after we left Swakopmund, the bus broke down again.To crown it all, right in the middle of the main road in town. This time your miracle worker (bus driver) apologize .It happened to be the same bus again. We left more then an hour later with a bus which was already delayed. We had to travel again in a bus with no air-conditioning and the heat was unbearable.

Arriving in Usakos your miracle worker had to get to the machine again to repair a faulty mechanism. I spoke to him to enquire if everything was well and he said he hopes so. He just prays that we get safe to Windhoek as he still needs to get onto another bus to go to Capetown. I believe this is just too much. Is this not a case where the safety record is at stake because of tired bus drivers? The bus drivers never complain because they need to survive as they have families. As I was terrible late and would miss my transport to Rehoboth to greet my family I enquire from your Windhoek office what it would cost me extra if I continue with me journey to Rehoboth. A lady Pandu answered the phone. She promised to call back and never did. I was told N$270-00. I said this is absurd. The ticket from Walvisbay to Windhoek was not even that price. I asked her to speak to her management as it was not my fault that I missed my connecting transport. She promised to call back and never did. With weak cell phone coverage on the road I tried to reach the mainliner Windhoek office constantly. I was furious and decided not to make use of your services as means of transport to Cape Town. We lost out again as our holiday was cut short. We have decided never to use your unreliable bus service again if we do not get a satisfactory answer on this letter of complaint..

Another fact that is also very disturbing is your ticket prices. I got 3 different prices for the route WHD –WVB. When I mentioned that, to the Windhoek office staff member, the answer once again were: THERE IS NOTHING I CAN DO.


PS. The company did contact me and refuse to make up for their bad service. They only offered me a voucher worth N$48-00 which is unacceptable.The consultant also mentioned that should a bus broke down or is delayed ,any refreshments on board should be given to customers free of charge. This is not the case on the routes of the said bus service in Namibia.Are we getting ripped offed?

Before you choose your way of travel next time ,do some research on effective and realiable service delivery. You arer still at liberty to use the means of travel as you see fit.