I booked tickets from Pondicherry to…
I booked tickets from Pondicherry to Chennai on 3rd July for the 8:50 PM bus with Universal Travels using my husband's mobile number. They shared the phone numbers of three people, the agent wasn't even travelling on the bus that day. The bus was supposed to arrive at 8:50 PM, but the tracking system first showed that it would be one hour late and then changed it to just a 15-minute delay. I tried calling all three numbers multiple times. One number was continuously busy, and the other two never picked up the call. There was absolutely no proper information or communication from anyone. I called customer care. The first person told me that he had connected with the bus staff and that the bus would reach within 15 minutes. We waited, but once again there was no bus and no update. I called customer care again. This time, another representative told me that he was unable to connect with the bus driver because they were not picking up his calls either. At that point, I asked him to cancel my ticket and raise a request for a **full refund**. I specifically told him, "Don't tell me your policy won't allow it because this is not my mistake. The bus didn't show up even after an hour, and you cancelled my trip at the last minute." He clearly replied, "No, I have raised the ticket for a full refund." He also told me that it would be processed within 24 hours, although the SMS I received later mentioned 48 hours. After that, I called customer care again, and they told me they first needed confirmation from the bus operator that we had not boarded the bus before processing the refund. Now they are saying they were not able to connect with the bus operator, and they are also saying that they never promised a full refund. According to them, they only said that an agent would call me regarding the issue. Do you really think customers are fools? You don't provide proper information. You don't provide working contact numbers. No one answers the calls. Your own customer care cannot reach the driver, yet when customers ask for their money back, you simply deny everything that was promised. The most shocking part is that every customer care executive says, **"This call is being recorded."** When I asked them to verify the recording, they said they had listened to it but could not play the recording for me. Then they claimed that I never spoke about a full refund and that they never promised one. So instead of accepting your own mistake, you are calling your customer a liar. In the end, you simply swindle customers' money. When we ask for our refund, you deny your own promises, accuse us of lying, and refuse to take responsibility for your terrible service. This is one of the most unprofessional and dishonest customer service experiences I have ever had.