From Promise to Disappointment: My Experience with Intercity STC

Last weekend, I planned a simple trip to Cape Coast. Instead, I faced delays and confusion with Intercity STC. This state-owned company was once respected but now shows dysfunction in Ghana's public enterprises.

It all started at a crowded terminal in Accra. Many travelers made it hard to find a seat to the Central Region. A friend suggested trying STC, mentioning their online booking platform. Skeptical but curious, I checked the site and was surprised it worked.

The website showed available seats on the Cape Coast bus. It allowed me to pay and provided the vehicle registration number. The departure time was set for 12:00 PM, with check-in at 11:00 AM. Impressed by this digital efficiency, I rushed to the STC terminal.

However, my excitement quickly faded. Thirty minutes passed without any updates. An hour went by, then two hours of waiting ensued. Finally, an announcer offered a weak apology and promised a bus was coming.

Around 2:00 PM, two hours late, a bus arrived at the terminal. Passengers sighed in relief and began boarding, but chaos soon followed. Luggage sorting took another 30 minutes as bags were crammed into every space available.

Just when we thought we could leave, another announcement shocked us: we had to switch buses. The original bus had been at the washing bay instead of departing on time.

We finally left just after 3:00 PM, but problems continued during our journey. The bus was overbooked; several passengers had to sit on the floor for the ride home. What began as a smooth online booking ended in poor management and disrespect for our time.

This experience is not unique to STC; it reflects broader issues in Ghana's state-owned enterprises. Many struggle with inefficiency and lack customer service accountability.

In contrast, private operators like VIP and VVIP have built reputations for punctuality and reliability despite their flaws. They must maintain good service because they cannot rely on government bailouts when customers lose faith.

The reality is clear: without consequences for poor performance, mediocrity thrives in public institutions like STC. To remain relevant in transport competition, they must adopt successful private business practices—responsiveness and respect for customers are essential.

Digitization is a positive step forward but needs operational discipline behind it. As taxpayers and citizens, we deserve better than just timely buses; we deserve institutions that value our time and trust.