Took the nairobi-mombasa in dec 30 2013. This was day after the night travels were banned. Modern coast, there was no organisation and no one in the the office was interested in bookings or service. Next door was coast air, Few seats left so booked it at Kshs1900- they said it was luxury, will have wifi, on board toilet, etc. Prices had been hicked. One could only connect to the wifi to router only. No connection past the router. What use it if no connection to the net!!! The toilet was for short calls. If longer were need, one was told to hold it up - even kids! Saying that one old man was allowed to use, even though it stunk the bus afterwards, as there were no window opening. All on airccon and air internal circulation. Phew!!!!!
Decided to book seats back to nairobi on reaching mombasa. again few seats were left, as we were told. But the price has shot from ksh 1900 to ksh 2500 each on coast air. Normal coast bus had also gone up to ksk 1900 previous coast air prices. Since we had kids travelling with us, we opted for the coast air, as it has a loo on board. They also had a deal where by if you had booked ten tickets, you could get one free. We asked for offer but they declined to honour it as we did not 'technically' have ten tickets, and the price was different as well. The deal was only available on same value tickets. We said they changed the prices overnight, so not our fault and we were 6 persons there and 6 back, thats more than 10 tickets.
They came up with excuses about the fares and 10 tickets and we eventually gave up, as this was not getting anywhere, as they knew, since night travel was banned, they could make more money with higher prices and was take it or leave it.
On the day of return travel, we were at the coast air offices at 8am, well before our travel time of 930am. Our 930am was not honoured as it was not the 'right' bus for us, even though on the tickets it stated the time and was 'Coast Air', We were told it was a later coast air being 'bus B' and had to wait till 1030am. This was not coast air, It was a normal coast bus - again it stated wifi, but no connection past the router, it did not have toilet on board, the seats were broken and falling apart and torn, some windows were held with cardboard from falling down or rattling. We complained but were told that our tickets had been cancelled in advance, but we did not get a call to say the tickets were cancelled. Asked for a refund and were told to get on the bus or forget it. We did not have an option but to get on. The air con got switched off once were on the road and were told it broke down. When you go over bumps or potholes, the seats came apart. The bus assistanct was lot ruder on the return journey. In mombasa, there was only one person dealing with check ins, depatures, complaints and making sure the buses left on so called time, and was rude as well hence not interested in complaints, refund or service. Other people on the bus had complained as well, but they were not interested.
I guess there is no customer service thing with Coast bus msa ltd. Only pay and forget everything else. They should change their name to 'no nonsense accepted travel'