A customer has raised serious concerns over the handling of a parcel by ENA Coach after the package failed to arrive at its destination in Nairobi.
According to the complaint shared publicly, the parcel was dispatched from Ikonge on Monday, 21 September.
The sender received a confirmation message stating that parcel number 24424875/1 had left Ikonge and that a further update would follow once it reached the Nairobi office.
That update never came.
The customer says the parcel still has not been delivered more than a week later. After making inquiries, the person claims to have learned that the driver who transported the consignment discovered it contained a valuable item, opened it, and took the contents.
The customer believes the company may be preparing to settle the matter through a compensation claim rather than recovering the original items.
“I don’t want ENA Coaches compensation! I want my parcel intact, exactly as it was sent,” the customer stated.
Visits to the Nairobi office have so far produced only assurances that staff are following up on the matter, with no concrete progress reported.
The complaint was posted on the X account of Nyakundi Report, which regularly publishes consumer grievances. The accompanying dispatch message was shared as evidence of the original booking.
ENA Coach operates long-distance bus services across parts of Kenya and offers parcel delivery alongside passenger transport.
Cases involving missing or delayed packages occasionally surface, though most are resolved privately between the company and affected clients.
At the time of writing, there has been no public response from ENA Coach addressing this particular claim. The company has not confirmed whether an internal investigation has been opened or whether the driver in question has been contacted.
Customers who use bus parcel services are often advised to keep detailed records of dispatch messages, receipts and any communication with company staff. In situations where items of significant value are involved, some prefer to use dedicated courier firms that provide tracking and insurance options.
The customer in this case has made clear that financial compensation is not the preferred outcome.
The priority remains the recovery of the original parcel in the condition it was sent. Whether ENA Coach will be able to locate the missing package or provide a satisfactory explanation remains to be seen.
The complaint stands as another example of the risks passengers and senders can face when relying on bus operators for the transport of personal goods.
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