11/12/2025
We wish to raise an urgent concern regarding the ENA Coach shuttle we boarded yesterday from Nairobi to Busia, registration KDA 293W. At 4:00 a.m., the vehicle broke down just before Kericho, and since then we have received no meaningful assistance from your customer care team. Despite repeatedly calling, we are only told that “a vehicle is coming,” yet no replacement vehicle, mechanic, or support has arrived.
We are travelling with children, and the area is extremely cold, making the situation unsafe. To make matters worse, the driver has now fled, abandoning passengers on the roadside in a forested area. We have been stuck for hours with zero communication, zero support, and no alternatives provided.
We are kindly requesting immediate assistance, or at the very least a partial refund so that we can find our own means of transport. The welfare of the children is now at risk due to the prolonged exposure to cold and uncertainty.
We urge you to respond urgently and take responsibility for the passengers who have been left stranded under dangerous conditions.