KSRTC Swift Bus Booking Scam – Seat Reservation Not Honored, Downgraded Without Consent, Inconvenience and Mental Distress

rahulbroyee

rahulbroyee

New member
Company Name
Kerala State Road Transport Corporation (KSRTC)
Website Name
https://online.keralartc.com
Customer Care Number
0484-2453050
Loss Amount
274
Ratings
1.00 star(s)
Opposite Party Address
KSRTC Angamaly Depot, Angamaly, Kerala - 683572
Subject: Complaint Against KSRTC Swift for Not Providing Booked Super Fast Bus Service and Failing to Honor Seat Reservation

I, Rahul R, am writing this to raise a formal complaint against Kerala State Road Transport Corporation (KSRTC)and its Swift online booking service for failing to provide the service I paid for, causing great inconvenience to me and my co-passenger Ms. Akshaya V.

Booking Details:
  • Date of Booking: 8th June 2025
  • Journey Route: Ernakulam to Haripad
  • Time of Departure: 09:20 AM
  • PNR Number: 13123123-639591
  • Trip Code: 0820ANKTVM
  • Bus Operator: Angamaly Depot – KSRTC
  • Boarding Point: Vyttila Hub, Ernakulam
  • Booked Seats: 26, 27
  1. Amount Paid: ₹274 (via Google Pay for 2 passengers) received a confirmation message from KSRTC for our reserved super fast bus, which clearly mentioned our seat numbers (26, 27) and that the trip was operated by Angamaly Depot, departing from Vyttila Hub at 09:20 AM.
  2. After reaching the Vyttila Hub, I confirmed the details with the enquiry office and waited for the bus.
  3. A follow-up SMS informed me the bus number was KS293, with contact details of the crew, Mr. Gokul Kumar.
  4. Despite searching, the bus with the number mentioned in the SMS never arrived. Upon enquiring again, I was pointed to a different KSRTC bus by the enquiry team and confirmed with the bus driver.
  5. After boarding that bus and sitting on our booked seats, the bus broke down shortly after departure due to a mechanical failure.
  6. We were forcefully shifted to another Fast Passenger bus (Bus No: ATA73) operated by Haripad Depot, which was not the reserved Super Fast bus, and had no reserved seating.
  7. As a result, we were forced to sit on the last row of the bus, losing the comfort, convenience, and assurance we had booked and paid for.
Grounds for Complaint:
  • Deficiency in Service (as defined under Consumer Protection Act)
  • Unfair Trade Practice
  • Emotional and Physical Discomfort
  • Financial Loss due to unrendered service

Relief Sought:​

  1. Full refund of the booking amount (₹274)
  2. Additional ₹5,000 as compensation for inconvenience, discomfort, and failure to deliver the reserved service
  3. Written apology from KSRTC and assurance that this will not happen to other passengers

Complainant Details:

Name: Rahul R
Co-passenger: Akshaya V
 

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Hello @rahulbroyee

After going through the complete details as you mentioned above, we suggest that you proceed by sending a legal notice to the Chairman and Managing Director (CMD) of the KSRTC, formally requesting a resolution and demand the full refund and the compensation of Rs. 5000/-. Kindly allow them a 15-day period to respond to the notice.

If you do not receive any response within this timeframe, please revert to us. We will then guide you through the process of filing a case in the Consumer Forum.

Please let us know if you need assistance in drafting the legal notice or have any further questions.

Best regards,
 
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