Frustrated passengers have complained after failing to receive bus fare refunds from Modern Coast Express Limited bus company as promised earlier.
The embattled firm had promised to start refunding commuters who had booked travel with their buses from Monday, December 16 after hundreds of passengers were left stranded following the suspension of the company’s operating license by the National Transport and Safety Authority (NTSA).
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As a result of the measures above, we would like to notify our passengers that all buses scheduled to travel from 12th Dec 2019 to 15th Dec 2019 will not be operational. All affected passengers will be refunded via Mpesa to number quoted on their ticket from Monday 15/12/2019.
— MODERN COAST EXPRESS (@Modern_Coast) December 13, 2019
Some of the passengers, who had gone on Monday to follow up on the matter, were met with a rude shock after they found the company’s offices closed.
“We have been here for over four hours but the offices are closed down. They have not given us any direction and we are now stranded and we do not know what to do,” one passenger told Daily Nation.
“We went to the police station who told to us go to the NTSA offices. The NTSA officials turned us down and said they could not help,” another passenger added.
Taking to social media, several other passengers complained of the failure by the company to refund back their money, with others claiming phone calls to the bus company’s office went unanswered.
“We need our money back, today is Monday I need to travel,” Stephen Ouma Odhiambo tweeted.
“Dear Modern Coast, It’s the 16th of December and we are yet to get our refund. Your customer care desk attendant at Msa, City Mall office is equally frustrated [sic],” added Superior Alela.
Somebody remind @Modern_Coast that today is monday 16th….wasifikirie tumesahau na pesa yetu. pic.twitter.com/oioXv9jKRZ
— Patrick Safari (@patricksafariR) December 16, 2019
Our attempts to get an update from the firm were futile as our calls went unanswered.
NTSA directed that all the company’s 88 buses be inspected afresh with police on high alert for Modern Coast buses operating during the suspension period.
“Following the early Thursday morning crash involving two of their buses, the Authority has with immediate effect suspended the Company’s operator’s licence and initiated a thorough investigation into its safety standards and operations,” NTSA said on Thursday following a head-on collision accident involving two of their buses that claimed at least 7 lives.
The accident occurred at Kiongwani area, near Salama town along Mombasa-Nairobi highway, Makueni County.
All Modern Coast drivers are also to undertake a refresher driving course with the company ordered to submit its internal safety policies and procedures for evaluation by the regulator.