redBus - Complaint Regarding Misleading Alternative Trip Plan and Unusable Coupon

Hello redBus Support Team,

I am writing to formally raise a complaint regarding the Alternative Trip Plan I purchased while booking train tickets through redBus.

On December 19, I booked two train tickets from New Delhi to Madgaon, with a total ticket value of approximately 7,800. During checkout, I was encouraged to purchase the Alternative Trip Plan for an additional 2,200, which was marketed as providing a 6x refund in the form of coupons if the tickets did not get confirmed after chart preparation.

As expected, the tickets were not confirmed, and a coupon was issued.

However, when I attempted to use this coupon, I discovered significant restrictions that were not clearly disclosed during the booking process.

The coupon is usable only for the same source and destination and only within 7 days. This condition makes the benefit practically unusable. If a ticket could not be confirmed over a period of nearly 20 days, it is unrealistic to expect a customer to rebook and obtain a confirmed ticket within just 7 days on the same route, especially during peak travel periods.

These critical limitations were not clearly shown or highlighted on the billing or checkout page. They appear to be buried deep within the terms and conditions, which is misleading and unfair to customers making time sensitive bookings.

Additionally, even when I attempted to book the same route again, the coupon failed to apply.

I also observed that ticket prices displayed from the account holding the coupon were higher compared to normal pricing, which further reduced the actual value of the coupon.

After contacting customer support, I was informed that nothing could be done as the conditions were mentioned in the terms and conditions. This response does not address the core issue of lack of transparency and misleading marketing of the Alternative Trip Plan.

As a customer, I feel that I have lost 2,100 due to a service that provided no usable benefit.

I request one of the following resolutions:1.A refund of the Alternative Trip Plan amount to my original payment method, or2.Removal of restrictive conditions and extension of coupon validity so it can be realistically used

I hope redBus will take this complaint seriously and resolve it in a fair manner. If not addressed, I will be forced to escalate this issue to consumer grievance platforms.

I look forward to your response.

Regards,

Lalit