This archive report was first published on 12 December 2019.
On Thursday, December 12, 2019, hundreds of commuters who had booked with Modern Coast Bus Express Limited found themselves stranded after the National Transport and Safety Authority (NTSA) suspended the company's operating license.
The suspension came after an early morning accident involving two of the company's buses left seven people dead and more than 60 injured.
Despite the suspension, the company's booking site remained live by Thursday noon, allowing travellers to still make bookings.
Modern Coast Bus Express Limited issued a statement, apologizing for the inconvenience and promising to refund the money of those who had booked with them.
"For those who had already booked to travel with us, we sincerely apologise for the inconvenience caused and a refund of the same will be initiated from Monday 16th December 2019," the company said.
However, the company's response was met with criticism from online travellers who shared their frustration over the unexpected disruption of their travel plans.
"Your buses are reckless & carelessly driven on our roads. Stupid & ignorant drivers behind the wheel always doing careless overtakings even on sharp bendings," Senior Chief tweeted.
"I feel something ought to be Done.... Have used this beautiful means of my transport for so long,, but the indiscipline and recklessly of some of This drivers is wanting!", Caleb Mwenga tweeted.
"Your services are very poor with arrogant attendants. Some of your buses have additional seats which denies people opportunity to have comfort on leg space. Tall people cannot even fit," Sherry Kochiyo tweeted.
"Don't know if you are related but please change your name, you have spoiled the good name of @coastbuskenya which has a very good safety record," Bill ó Naire Sam tweeted.
"Assis indeed. Highway bullying has become your core business! You forgot how fast you got to the top that you lost touch with your Customer Service code," Dave Kim Kioko tweeted.
"Disasters don't just happen, they are caused by a chain of events, last week I highlighted misconduct amongst your crew, it dint take long," Vinny Radak tweeted.
