Kottayam: A government employee and her daughter, an engineering student, have lodged a formal complaint after a mix-up during their journey from Ettumanoor to Kottarakara, where they claim they were issued tickets for a KSRTC Swift Superfast service but were instead made to board an ordinary Fast Passenger bus.

The issue reportedly occurred at the Ettumanoor KSRTC bus station, where the pair, holding confirmed tickets for a reserved Swift Superfast service, were directed to board a Fast Passenger bus operated by the Pala depot. The bus terminated at Thiruvalla, where the conductor arranged for them to switch to another Fast Passenger bus, with things only getting worse from there.

According to the complaint, the conductor of the second bus refused to allow them to travel further, stating that the conductor of the previous bus had failed to hand over passenger details to him. Moreover, their tickets were valid only for a Swift Superfast service, not a regular Fast Passenger. The passengers said they were forced to disembark and purchase new tickets for a different Swift Superfast bus to continue their journey.

Adding to the frustration, the original conductor reportedly failed to provide adequate transportation facilities for their onward journey, which caused confusion and denial of travel. The affected passenger claimed that even after trying to reach the conductor by phone, their calls went unanswered.

Despite raising the matter with the Pala depot, they were advised to file a complaint with the KSRTC Head Office. A formal grievance has also been submitted to Transport Minister Ganesh Kumar regarding the mismanagement and passenger inconvenience.

The complainants allege poor coordination and negligence by KSRTC staff, stating that no alternative arrangements were made despite holding valid reserved tickets, and that the lack of accountability added to their ordeal.

KSRTC set to launch long-route business class buses

Meanwhile, in a first-of-its-kind initiative, the Kerala State Road Transport Corporation (KSRTC) is set to introduce a luxury 'Business Class' bus service on the Kochi–Thiruvananthapuram route, promising travel times of under three and a half hours and amenities on par with international airline business class experience.

The buses will feature premium reclining seats, possibly from manufacturers like Volvo or BharatBenz, with fully imported recliner seating. Each passenger will have access to a personal television screen, mobile and laptop charging ports, Wi-Fi, and an onboard music system. Refreshments such as cold beverages, tea, and snacks will be served, with a fridge and even toilet facilities under consideration.

If the pilot run proves successful, the service is expected to expand to other major cities across the state.