Safety Hazard and Poor Incident Response
While my initial trip from Canberra to Sydney was professional and comfortable, the return journey revealed a significant safety risk that all travelers should be aware of.
The bus used for the return leg was an older model where the seat-back trays had been removed. However, instead of a flush surface, several seats had two sharp metal spikes protruding from where the trays used to be. During the trip, the passenger in front of me reclined their seat, which pushed one of these metal prongs directly into my kneecap. The injury was severe enough to cause significant bleeding, which I fortunately had to treat myself using my own first aid kit.
The most disappointing aspect was the business's lack of accountability:
On-site Feedback: Upon arrival, I alerted the driver to the injury and the protruding spikes. The response was dismissive and showed no concern for the equipment's condition.
Customer Service: I lodged two formal complaints over the course of a month and received no reply.
Communication Issues: When I finally reached a representative via the online chat, I was told a reply had already been sent. When I requested a copy of that email or the date it was sent, they were unable to provide this. I then requested a copy of the actual email and the chat was immediately terminated without resolution.
I am writing this to warn other passengers about the potential for physical injury due to poorly maintained seating on certain buses. I was simply seeking an apology and an assurance that these hazardous spikes would be removed to protect others, but the lack of any meaningful response suggests a disregard for passenger safety. I will be using alternative transport options for this route in the future.