Worst experience
This was one of the worst travel experiences with Intrcity. I had with this travel booked. My parents, both senior citizens, had booked a bus for an emergency journey from Delhi to Lucknow. Unfortunately, the bus broke down around 1:45 a.m. near the Jewar Toll Plaza in Gautam Buddha Nagar. When we contacted customer support, we were informed that they were trying to arrange a mechanic. However, they could not provide any timeline for repairs and stated that if a mechanic was not found immediately, passengers would have to wait until morning. This was an unacceptable response, especially considering the late hour and the presence of elderly passengers. After waiting for over two hours with no concrete assistance or alternative arrangements from the bus staff or company representatives, my parents had to arrange their own transportation. Around 4:00 a.m., they managed to board a government bus and continue their journey. We later requested a full refund due to the inconvenience, safety concerns, and the company's failure to provide an alternative mode of transport. While a refund was eventually processed, the company deducted the fare for the portion of the journey completed before the breakdown. This raises a serious concern: who bears the cost of the additional travel expenses, the stress, and the safety risks faced by passengers when no contingency plan is in place? If a travel company operates long-distance services, it should have proper emergency protocols and passenger support systems, especially for vulnerable travelers such as senior citizens. Overall, the handling of this situation was highly disappointing and fell far short of reasonable customer service expectations.