BENGALURU: In the wake of cancellation of several KSRTC services due to the Cauvery protests, complaints are pouring in from passengers about delays in refund of tickets.KSRTC sources said that normally refunds for cancelled tickets are automatically credited to the user’s account within seven working days. However, the delay occurred because KSRTC had to refund more than `20 crore after over 10,000 schedules were cancelled due to the protests.
Many passengers claim that the waiting period is getting longer despite sending emails and making calls to seek refund. KSRTC’s Facebook and Twitter pages are flooded with complaints about delay in refunds. Interestingly, KSRTC’s last update on social media was on July 31.
A senior KSRTC official said they have refunded the cancelled tickets till September 26. “We will disburse all the pending arrears in two days. The refund of the cancelled tickets was delayed because of technical issues and sudden cancellation of several schedules at the same time.”
According to KSRTC records, 10,308 bus schedules have been cancelled from September 6 to 13. KSRTC is yet to resume its services to Tamil Nadu which were cancelled because of the protests. KSRTC usually operates an average of 410 schedules to Tamil Nadu every day.
There are several complaints on online open complaint boards against KSRTC’s delay in disbursal of refunds for cancelled tickets. The passengers pointed out that they are not facing any issue in getting refunds for cancelled tickets with private websites and mobile applications that provide bus services.
Jihad A J was among the complainants who wrote on the online open complaint board. “I have pending refunds of `2,500 from KSRTC for transactions dated back to July. I have made several calls and written emails but there has been no response. This is completely unacceptable and pure daylight robbery.”
Another complaint Rishi Dharan wrote on KSRTC’s Facebook page: “There is no response from the KSRTC’s call centre. We expect KSRTC to respond and refund the amount for the trip cancelled due to the bandh.”
Some passengers complained about their money being debited without the KSRTC confirming their seats. Others complained about the money being debited twice due to network error. Shilpa Venkatesh, a passenger, posted on the online open complaint board: “KSRTC is not replying (to requests) for refunding money which was deducted three times for one ticket. There was no response to mails.”
When contacted, an official said: “Passengers who have booked at KSRTC or franchisee counters have to visit the counters at KSRTC bus stations to claim the refund. Online ticket users have to send an email to awatar support (awatar@ksrtc.org) from their email ID for cancellation of tickets booked through online and mobile booking.”