Viral: Rats Ruin Luggage in NueGo Bus! Passenger Calls Out Company on LinkedIn
Ankur Pandey, a Process Developer at Genpact, never expected his routine bus journey from Jaipur to Delhi on February 10th to turn into a frustrating ordeal.
Traveling with NueGo, a company that promotes itself as a pioneer in eco-friendly, premium intercity travel, he thought he was in good hands.
But when he arrived in Delhi and went to retrieve his luggage from the bus trunk, he was horrified to find it gnawed and damaged by rats.
Shocked and frustrated, he immediately reached out to NueGo’s customer support team, expecting a resolution. Instead, what he received was a response that left him even more bewildered.
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“NueGo just canceled my ticket and refunded my fare – do you think that’s enough to compensate for the damage to my belongings and the inconvenience caused?”
Rather than acknowledging the issue and addressing his complaint, the company canceled his ticket, refunded the fare, and stated that they were not responsible for any luggage damage.
Their email, while polite, offered no concrete resolution—just a standard apology and a reminder that passengers should ensure their belongings are “securely packed” before travel.
“I didn’t just lose money on my damaged luggage, but I also had to deal with the stress and inconvenience. How can a premium travel service not take responsibility for something as basic as luggage safety?”
Should Passengers Inspect the Bus Trunk Before Placing Their Bags?
This incident raises serious concerns about passenger rights and accountability in intercity bus travel.
In his LinkedIn post, Ankur even tagged NueGo’s MD & CEO, Devendra Chawla, questioning whether the onus is on travelers to inspect the bus trunk for rodents before placing their bags.
While airlines and other transportation services often have baggage protection policies, NueGo’s current policy does not cover lost, delayed, or damaged luggage, leaving travelers to bear the loss entirely.
A Refund Doesn’t Fix the Bigger Issue—Passenger Protection Matters
A refund for a canceled ticket does not address the core problem—the lack of accountability. If rodents can damage a passenger’s bag, what does this say about the hygiene and maintenance of the bus compartments?
“This is absolutely unacceptable! I can understand water seepage during the rainy season, but rodents damaging luggage? That’s downright unhygienic! What if the infestation spreads to the seating area next?” said Raul Srivastav, a frequent bus traveler.
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For a company that markets itself as “revolutionizing intercity travel”, ensuring clean, rodent-free luggage compartments should be the bare minimum.
Customers trust premium travel services to offer not just comfort, but also reliability and safety.
As of now, NueGo’s stance remains unchanged—an apology and a refund, but no accountability for the damage caused.
Ankur Pandey’s case is not just an isolated incident—it’s a warning for passengers to be aware of their rights and to question whether bus operators are truly living up to their promises.
