Customers of Intercity STC Coaches Limited have raised concerns over prolonged unavailability of the company’s online booking platform, with many describing the disruption as inconvenient and poorly-managed.
Passengers say absence of the mobile app and web portal, previously used to secure seats remotely, has forced them to rely on phone-based reservations or in-person ticket purchases… often with mixed results.
“Sometimes you want to book as quickly as possible to avoid the bus getting full, but you are unable to because the lines are busy. By the time you finally get through, the bus is already full,” said Abena, a regular passenger.
She added that the digital platform had significantly improved the booking process prior to its shutdown.
“For me, the app was a smooth ride. You just open it, book, make your payment and you’re good to go,” she said.
Another customer, Emmanuel Tetteh, described the outage as both prolonged and unexplained.
“When you check online right now, there is no platform. There is nothing. The whole of this year it has not been working,” he stated.
The disruption has pushed some passengers to alternative transport operators offering more reliable booking options, particularly during peak travel periods when demand for seats is high.
“As customers, we have a lot of questions. Why isn’t it working? What happened to it? We need answers,” Mr. Tetteh added, calling for greater transparency from the company and relevant authorities.
Industry observers warn that extended service interruptions risk eroding customer confidence and market share in an increasingly competitive intercity transport sector.
Founded in 1909 and formally incorporated in 1965, STC has long been a central player in Ghana’s road transport network. The company, now majority-owned by the Social Security and National Insurance Trust (SSNIT) with government retaining a minority stake, operates domestic and international bus services alongside courier and vehicle valuation offerings.
Its network spans roughly 30 destinations within Ghana and extends to regional cities including Abidjan and Cotonou, positioning it as a key provider of cross-border transport services in West Africa.
The online booking system, introduced as part of broader digitalisation efforts, allowed passengers to reserve seats remotely by selecting routes, departure times and preferred seating. Payments could be made via card, mobile money and other digital channels, with confirmations issued electronically.
However, questions about execution have surfaced previously. A May 2025 account by a journalist from Citi FM highlighted operational lapses despite a functioning booking portal, describing an incident in which a bus was overbooked – leaving some passengers without seats.
The report pointed to a wider gap between digital interface and on-the-ground service delivery, suggesting that improvements in technology had not been matched by operational discipline.
Analysts say the current outage highlights similar concerns, arguing that digital infrastructure must be supported by consistent backend management to deliver value.
The disruption to STC’s booking platform comes as travel costs have risen sharply across the nation’s aviation sector, prompting more road travel. The Airport Infrastructure Development Charge (AIDC) announced in November 2025 took effect on April 1, 2026, adding GH¢100 (US$9.09) in extra cost for domestic travellers.
Repeated attempts to contact STC management for comment were unsuccessful at the time of publication, leaving customers uncertain about when, or if, the platform will be restored.
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