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.
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