- Sources say the biggest problem is mismanagement at the head office in Nairobi where customer care personnel are arrogant and with attitude. Clients who spoke to us claimed that at the Nairobi office, most members of staff seem to be having low morale. Investigations reveal that the low morale is a result of mistreatment by senior managers. The staff claims they are poorly paid yet work for longer hours and without any extra compensation like overtime
- Unfortunately, Ena Coach which claims to offer world-class transportation services has no proper customer care. It is worth noting that the company has for many years failed to address the issue of washrooms for its customers. In most of their offices, there are no washrooms and the available few are unhygienic, filthy and in most cases only one single room serving both male and female customers
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The once vibrant transport company Ena Coach is on the verge of collapse. Investigations by The Weekly Vision reveal that the company just like Perisca Bus Company before could soon close shop following numerous complaints from dissatisfied customers who claim poor service and horrible public relations from employees.
Sources say several clients have since switched to the friendlier Easy Coach and others after experiencing horrible service at the hands of Ena Coach and members of staff. The same sources say the biggest problem is mismanagement at the head office in Nairobi where customer care personnel are arrogant and with attitude. Several clients who spoke to us claimed that at the Nairobi office, most members of staff seem to be having low morale. Investigations reveal that the low morale is a result of mistreatment by senior managers. The staff claims they are poorly paid yet work for longer hours and without any extra compensation like overtime.
We have established that even the drivers and conductors are equally arrogant and unprofessional when it comes to handling clients. Further, some of their buses are old and undergo no proper service before embarking on long-distance journeys. Claims of mechanical breakdown mid-journey have become a common phenomenon with Ena Coach Buses. Out of 15 buses, only 7 reach their final destination without major breakdowns. The arrogance of Ena Coach Staff at the head office seems to have been devolved to their various offices in some of their other offices across the country like Kisumu, Nakuru, Bondo, Siaya, Sori, Sirare, Narok, Migori, Keroka, Bumala, Busia, Homa Bay and Katito where unprofessional conducts by the staff has been experienced.
On 26th March 2023 at the Keroka office, a passenger was arrogantly handled when he was forced into a bus KCC 2775 yet he had booked a shuttle. The bus broke down at Cheplat where, like in many of their offices, there is only one washroom serving both sexes. Shockingly, the arrogant staff at Cheplat directed ladies to the single room which had a urinal basin placed at a higher height.
Unfortunately, Ena Coach which claims to offer world-class transportation services has no proper customer care. It is worth noting that the company has for many years failed to address the issue of washrooms for its customers. In most of their offices, there are no washrooms and the available few are unhygienic, filthy and in most cases only one single room serving both male and female customers. In one office, there is only one room serving both females and males on stopovers, the arrogant staff directs ladies to the same room. For sure, how can ladies use a plastic basin as a urinal?
On 26th March 2023 at the Keroka office, a passenger was arrogantly handled when he was forced into a bus KCC 2775 yet he had booked a shuttle. The bus broke down at Cheplat where, like in many of their offices, there is only one washroom serving both sexes. Shockingly, the arrogant staff at Cheplat directed ladies to the single room which had a urinal basin placed at higher height.
The passenger also claimed that he was once forced into a very old bus that broke down in Nakuru at noon, and they had to wait until 6 pm for the rescue bus to arrive. At the Kadongo booking office, there are no washrooms for female passengers. Another passenger who spoke to us claimed that he booked Ena Coach for a trip from Kendu Bay to Nairobi on 31st March 2023 only for the bus to break down in Nyamira. Because of poor working conditions, Ena Coach Staff have their ways of making ends meet which end up affecting passengers. The Ena Coach head office staff are known to collude with high school administrators to fleece unsuspecting parents.
A perfect example is Nyamira Girls in Siaya County where the deputy head teacher is alleged to collude with some immoral managers at the Nairobi office, he collects Ksh. 1700 from each student for a trip from Nyamira to Nairobi yet the actual fare is Ksh. 1400. It is imperative to note that the distance between Nyamira and Bondo town by boda boda, which is the only available means of transport, is Ksh. 50. So parents are asking why they are being charged an extra Ksh. 350 for the short trip. Investigations reveal that after charging Ksh. 1700, students are never issued with any receipt to reflect the Ksh. 1700 paid.
The manifest at the Nairobi office shows the students paid Ksh. 1400. A parent who spoke to us on strict condition of anonymity revealed that usually, the number of students travelling to Nairobi normally is 3 buses of 45 students each, a total of 145 students each paying Ksh. 1700. The cartel then pays Easy Coach Ksh. 203,000 while they pocket SKsh. 76,500.
This is one way, the same happens when students return to school. This is pure theft. The parcel services are also a nightmare. Sending a parcel using Ena Coach is very disappointing. When one sends a parcel to Siaya, the earliest time the recipient in Siaya can receive it is by midday the following day while using Easy Coach, the recipient in Siaya gets the parcels latest at 8 am in the morning. Cases of lost parcels are becoming the order of the day at Ena Coach.
Following numerous complaints, Ena Coach has recorded low business and poor bookings despite the Easter holiday as most passengers prefer using alternative transport companies such as Easy Coach and Guardian.
