Missleading standard fare advertisement on Intercity Website and refusal of refund

The company refuses to give refunds. The standard fare advertised does not stipulate that the fare is not refundable unless you look closely at the small print when payment is made. This "standard fare" should be called "nonrefundable fare" to make this clear to potential customers. The fare was cancelled two weeks before departure and the online service allowed a refund when it was requested online because it was cancelled within 24 hours of the booking. That was the reason why the fare was canceled anyway, simply because the online process allowed it to go through. Nobody in their right mind would cancel a booking if they would get no refund. They either don't turn up or they would try to change such a booking. When you try to argue your case you get some arrogant employ stonewalling you or deflecting away from the real issue telling you that you are not getting a refund. How the company advertises these fares is misleading and the complaint service one has to go through to get any attention to this issue was arrogant and unprofessional. I certainly would not use the service again, ever!
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ID
#1060232 Review #1060232 is a subjective opinion of poster.
Service
Intercity Buses Customer Care
Reason of review
Return, Exchange or Cancellation Policy
Loss
$40
Preferred solution
Full refund
New Reviewer

Intercity BusLines New Zealand

This is a nationwide bus service travelling between cities in New Zealand. My complaint is directed specifically at the appalling check in situation at Christchurch terminal. Large numbers of travellers are treated like slabs of meat while loading their baggage into the cargo area of the bus. They appear short staffed and the drivers are often bad tempered because of this. The service varies, some drivers are excellent, some seem to imply that it is a favour they are doing carrying you in their buses. The situation at the terminal in Worcester St, Christchurch is not a good look for tourists, and should be remedied.
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ID
#118435 Review #118435 is a subjective opinion of poster.
Location
Wellington, Wellington

About

Intercity Buses Terms of Service
For the safety and comfort of all Company's customers, InterCity restricts the size, type and quantity of luggage or other belongings which The User of Website can bring on to Intercity Buses's' buses, and reserves the right to refuse permission for The Client of Intercity Buses to bring any item onto Intercity Buses's' service. All luggage carried must be clearly labelled with the passenger's name, address, contact details and destination. InterCity luggage labels are available at InterCity ticketing agents. When connecting from one service to another, passengers are responsible for collecting their luggage and ensuring it is checked onto the next service. InterCity does not provide a luggage transfer service. The size, weight and number of luggage items that can be carried is specified below. If a passenger wishes to travel with more luggage than is permitted, or with oversize items, the item(s) may be refused if there is no available space.
To read more: https://www.intercity.co.nz/baggage-and-terms
Intercity Buses Privacy Policy
When Website mention "ICG", The Company, Intercity Buses or Intercity Buses's' in this privacy Policy, www.intercity.co.nz are referring to the relevant entity in the InterCity Group responsible for processing The User's data. Intercity Buses also use a network of independent agents and licensees when providing Company's services around the world. Please note that those agents and licenses are not covered by this Policy and Intercity Buses are not responsible for the privacy practices of any agent, licensee or other third party with whom The Client may transact before or at the same time as using Intercity Buses's' products or services. The User of company services are responsible for all actions taken with The Client's user name and password. Therefore The Company do not recommend that The User of Website disclose The Client's Pass password to any third parties. If The User of Website choose to share The Client's user name, password or The User's information with third parties to provide The Client of Intercity Buses additional services, The User are responsible for all actions taken with this information and therefore The Client should review that third party's privacy policy.
To read more: https://www.intercity.co.nz/privacy-policy
Intercity Buses FAQ
To read more: http://help.intercity.co.nz
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Summary

Intercity Buses is New Zealand's largest transport network. It has been on the market of transportation services for over 30 years. The company operates New Zealand's largest coach transportation network under the country's premier coach networks of InterCity Coachlines and GreatSights New Zealand. InterCity CoachLines offers quality point to point bus transport on modern coaches at economic fares nationwide. GreatSights New Zealand provides premium coach services between major cities and to and from New Zealand's key tourist destinations. Together the combined networks of InterCity and GreatSights New Zealand connect to more than 700 destinations nationwide, with over 130 services every day. Transport in New Zealand is one of the main contributors to New Zealand's total carbon footprint, however most of it is generated by the use of cars and/or rental vehicles.

Intercity Buses reviews and complaints

Intercity Buses is ranked 81 out of 399 in Travel category

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