Verified: 2 May 2026 05:30 am IST
Industry: Online Bus Ticketing Aggregator
Jurisdiction: India
Primary Regulators: Ministry of Road Transport and Highways (MoRTH) & Dept of Consumer Affairs
Important Safety Warning: Beware of the massive “Cancellation Refund Scam.” Scammers frequently buy ads on search engines displaying fake toll-free numbers for RedBus. This is a scam. Authentic RedBus support is driven primarily through the app and their official site. RedBus staff will never ask for your account password, OTP, or request you to scan a UPI QR code to manually process a ticket refund.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (booking failures, bus operator disputes, refund delays, or cancellation issues) directly via the Help section within the RedBus mobile app or the official web portal (redbus.in/info/contactus). You can also email the central customer support desk directly at care@redbus.in or support@seatseller.in (agent). For immediate telephonic support, you can request a callback via the app or call their central helpdesk at 09945600000.
Availability: The in-app Help section and email support operate 24x7.
Timeline: Standard service requests and refund initiations must be acknowledged immediately. RedBus aims to resolve standard Level 1 queries and app-based tickets within 24 to 48 hours from the receipt of the complaint.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 support fails, your refund is stalled, or your ticket dispute is closed without a satisfactory fix, you must formally escalate the issue. You must email the designated Grievance Officer directly at grievanceofficer@redbus.in. You must include your registered phone number, email address, and the details of your Level 1 ticket (Booking ID / TIN). Written legal notices can be sent to their Corporate Office (MakeMyTrip India Pvt. Ltd. / RedBus, 3rd Floor, Tower B1, Golden Enclave, HAL Old Airport Road, Murgesh Pallya, Bengaluru, Karnataka – 560017).
Timeline: Under their mandatory regulatory guidelines for e-commerce entities, the Grievance Officer must acknowledge escalated ticketing and service disputes within 24 hours and resolve them within a maximum of 15 days of receipt.
Level 3: Regulatory Authority (National Consumer Helpline)
Authority: If the RedBus corporate officers reject your claim or fail to resolve the issue, you must escalate the matter to the government regulators overseeing consumer protection in the e-commerce sector.
Portal/Contact: You must submit your grievance to the Department of Consumer Affairs via the National Consumer Helpline (NCH) portal (consumerhelpline.gov.in), via the Umang app, or by calling the central citizen toll-free helpline at 1915.
Timeline: Grievances escalated to the NCH are tracked with strict Service Level Agreements (SLAs), aiming for a targeted resolution response from the corporate entity within 30 to 45 days.
Level 4: Consumer Court (Legal Action)
Pre-Litigation: Bus ticketing and aggregation service deficiencies do not require a specialized Ombudsman. The National Consumer Helpline (NCH) is your final pre-litigation mediation step if internal escalations fail to yield a resolution.
Court/Arbitration: If you are aggrieved by unrefunded tickets, severe negligence, or major financial loss due to operator disputes, you must file a formal complaint with the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, utilizing the newly integrated e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the case within two years from the date the cause of action (the service failure) arose.
Community Action: Is RedBus refusing to process a refund for a cancelled operator, or are you looking for the correct template to formally escalate an overbooking dispute to the Bengaluru Office? Reply below (do not share your passwords, bank details, or your exact Ticket Numbers), and our community will point you to the right resources!