Intercity bus - Accident

Subject: Complaint Regarding Bus Accident and Inadequate Facilities (PNR: IC ***** **** *** | Seats: * LB & * LC)
To,
Customer Support / Grievance Team,
Intercity Bus Service
I am writing to formally raise a complaint regarding the Hyderabad to Mumbai journey on ** April (PNR: IC ***** **** ***), in which my parents were travelling as passengers on seats * LB and * LC.
My parents are senior citizens—my mother is ** years old and my father is ** years old. During the journey, my mother was sleeping near the window at seat * LB. The bus met with an accident at Humnabad, and the window glass broke. The broken window/glass impacted my mother’s back, causing injury and significant distress.
After the accident, it was the responsibility of the bus operator to either replace the bus or arrange an alternative safe vehicle. However, passengers—including senior citizens—were expected to continue the long journey in the same bus despite the broken window, which was unsafe and highly uncomfortable.
In addition to the above, the service did not match what was promised at the time of booking. This was an AC sleeper bus with a bathroom, and you charged a high fare for “room/berth” and facilities; however, there was no water supply in the bathroom, which added to the hardship faced by passengers, especially my parents.
I have photos and videos of the accident damage and the difficulties faced during travel, and I can provide them upon request.
I request the following:
• Immediate acknowledgement and investigation of this incident
• Details of the safety measures taken after the accident and why an alternative bus was not arranged
• Appropriate compensation/refund for the unsafe travel conditions, injury caused, and failure to provide promised facilities
• Confirmation of corrective actions to ensure this does not happen to other passengers
Please treat this as a formal complaint and respond at the earliest with the action taken.
Sincerely,
Sudha Katare
**********
katari.naresh@gmail.com
**-APR-****