Review Time
I had a very disappointing experience with the service, both regarding the journey itself and how my complaint was handled. The bus was promoted as having cocoon seats, a TV, and a toilet on their platform. We opted for a higher fare expecting individual seat monitors for our children during a long trip. Unfortunately, the monitors didn’t work at all. Moreover, the bus didn’t leave until nearly 9:30 am instead of the scheduled 7:05 am, with no timely updates or explanations. When I raised this issue, the service denied any compensation, stating it was not applicable. As the booking platform, they took no responsibility for the advertised features and closed the case. This experience highlighted poor service recovery, inadequate customer support, and disappointing management. I would not recommend this platform again and advise others to be cautious.
They receive two stars because they helped me get a refund for the ticket. However, they misled me via email, falsely claiming that the bus they switched me to had similar amenities when it didn't at all. I wouldn't consider booking with them again.
We had to pay an extra admin fee to print the boarding pass, which was not disclosed at the time of booking. The journey took over 10 hours from one city to another, with only one toilet and meal break at a stop, allowing for just twenty minutes.
I had a terrible experience with the service, both regarding the trip and the handling of my complaint. The bus was advertised as having cocoon seats, a TV, and a toilet. We paid extra specifically for individual seat monitors, which were crucial for our children during a 5–6 hour journey. Unfortunately, the monitors didn’t work at all. Additionally, the bus was scheduled to leave at 7:05 am but didn't depart until around 9:30 am. There were no proper explanations or timely updates, causing further inconvenience upon arrival. When I raised this issue, the service refused to provide any compensation or partial refund, claiming the operator stated it was not applicable. As the booking platform, they took no responsibility for the advertised features and simply closed the case. This experience demonstrated poor service recovery, weak customer advocacy, and disappointing management. I will not use this platform again and urge others to be cautious.
The information regarding the boarding card was nonexistent at the pickup point for Billion Star Express. We arrived late due to a delayed transfer to the bus station. We received our bus ticket but not the boarding card, which we had to pay extra for at the station. The driver did not follow the planned route, and we had to disembark earlier than expected without any explanation. The company did not respond to my inquiries afterward. The driver navigated well, but the lack of information before the journey and the absence of a response from management regarding the schedule changes were frustrating, especially for tourists unfamiliar with the area.
This company seems unaware of how the bus operators they partner with function. The booking lacked clear instructions on requirements and ticket retrieval, which ruined our entire trip. No refund was provided either. A complete disaster of a service. Avoid at all costs.
The term 'direct route' should mean no multiple stops! I booked a bus expecting a direct service, but the bus stopped at several locations before reaching the final destination. A 4-hour journey turned into 6 hours! Please ensure accurate service descriptions; if it’s not truly direct, don’t advertise it as such.
I cannot recommend purchasing tickets for this coach! I bought tickets for a trip to catch a concert, expecting a maximum travel time of 5 hours. Shockingly, we arrived 2 hours late and missed the concert. The departure time was supposed to be 11 am, but we only reached a stop at 3:30 pm. The driver took excessive breaks and drove at a very slow speed. If the journey is going to take 12 hours, it should be clearly stated on the website.
I booked tickets for a journey, carefully selecting seats for my elderly mother to ensure her comfort. To my surprise, our seats were changed to the back of the bus without notice. When I inquired, they claimed another customer had reserved our seats first, so we were moved without any consideration. Their Terms & Conditions allow this, which is quite reassuring. The bus was full, leaving us no option to switch seats. It’s clear that chosen seats are not guaranteed, and this lack of transparency is unacceptable. I will not book with this service again and advise others to consider alternatives.
The journey took 6 hours instead of the 2 hours and 55 minutes advertised when purchasing the ticket. There were multiple pickups, gas and toilet stops, and drop-offs along the way. If you can't deliver on your promises, don't make them. At the very least, provide announcements so clients can plan accordingly. Very disappointing and I feel cheated.
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