Kidia One Express

The bus ride itself was fine, I had never such an comfortable seat. But the communication beforehand was very confusing. We were informed by email that our original bus was full and that we had been moved to the 12:40 a.m. bus, so we arrived early as instructed. However, at the station we were told to wait for a different bus, and in the end we didn't leave until around 2:00 a.m. After arriving shortly after midnight, we had to wait for over an hour in an uncomfortable bus station. Clearer communication would have made the experience much better.

On 26 May, my scheduled trip from Arusha to Nairobi was cancelled by your service provider. No reason was provided for this cancellation. On the same day, I received a call from your office requesting that I confirm a return trip from Nairobi to Arusha. However, since I had not been transported to Nairobi as originally booked, it was not feasible to confirm a return journey. I would also like to express my concern regarding your cancellation policy, which appears to allow a refund only if the customer does not initiate the cancellation. Given that the cancellation was made by your service provider, I trust this policy does not apply in this instance. Following this frustrating situation, I made alternative arrangements and booked a round-trip with another bus company. Consequently, I was unable to confirm the return ticket you requested, as other commitments had already been made. My primary concern at this time is to obtain a full refund for both the outbound and return portions of my original ticket, as I was unable to use your services at all. Please inform me of when the total refund will be processed. Thank you for your prompt attention to this matter.