Review Time
I bought a round-trip bus ticket (Singapore ↔ Melaka) through a booking platform, with the return trip handled by a bus operator. Unfortunately, the bus operator canceled the return trip, which was beyond my control. The platform refunded part of the ticket cost but deducted a Refund Protection fee, claiming it was non-refundable according to their terms. This deduction occurred despite the fact that I did not initiate the cancellation and did not utilize any refund protection service. I reached out to the platform several times to clarify that the cancellation was solely the operator's decision, but I was ultimately told that the fee would not be returned. I want to share this experience to caution other customers that when booking through this service, even if the operator cancels the trip, Refund Protection might not actually safeguard the customer, leading to a financial burden on the customer. Important note for anyone using this platform:
If a trip is canceled by the bus operator (not the customer), the Refund Protection fee will still not be refunded. This means customers could end up paying for the operator’s cancellation, even without using any protection service. Please keep this in mind before booking.
Thank you for your response. However, I would like to clarify that my complaint has nothing to do with external transport operators, bus delays, or vehicle issues. My issue is entirely about the platform’s own system and customer support, so it is not appropriate to shift the responsibility to external partners in this situation. I purchased a voucher, yet it did not appear on the payment page during booking, making it impossible for me to redeem it. This problem originates entirely from your platform. The situation was made even worse by the extreme difficulty in reaching your support team. The provided messaging number is only for texting, and there was no way for me to speak to a real customer service agent. Despite spending hours trying to get help, I never managed to speak to anyone directly. The agent who handled my messages could not resolve the issue and promised it would be looked into, but three days have passed with no follow-up or communication from the service. My email requesting escalation to management was also ignored. This shows a lack of accountability and a concerning level of carelessness in customer handling. Once again, this has nothing to do with third-party operators — it is a failure in your own system, communication, and customer service process. Lastly, I would like you to clearly explain what I am supposed to do with the voucher that your system refuses to recognize. A voucher that cannot be redeemed is effectively useless, and it is only reasonable for you to provide a proper solution or compensation. I hope you will take full ownership of issues directly caused by your platform and improve your support process so customers do not experience the same frustration in the future.
Thank you for your reply. However, I want to clarify that my complaint has nothing to do with external transport operators, bus delays, or vehicle problems. My issue is solely about the platform’s own system and customer support, so it is inappropriate to shift the blame to external partners in this case. I bought a voucher, but it did not appear on the payment page during booking, making it impossible to redeem. This issue entirely stems from your platform. The situation worsened due to the extreme difficulty in reaching your support team. The provided messaging number was only for texts, and I couldn't speak to a real customer service agent. After spending hours trying to get help, I never managed to talk to anyone directly. The agent who handled my messages could not resolve the issue and promised it would be looked into, but three days have passed with no follow-up or communication from the service. My email requesting escalation to management was also ignored. This reflects a lack of accountability and a concerning level of negligence in customer handling. Once again, this is not related to third-party operators — it's a failure in your system, communication, and customer service process. Lastly, I would like a clear explanation of what to do with the voucher that your system refuses to recognize. A non-redeemable voucher is essentially useless, and it is reasonable for you to provide a proper solution or compensation. I hope you will fully take ownership of the issues directly caused by your platform and enhance your support process so that customers do not face similar frustrations in the future.
The service was terrible. My ticket was for 2:30 PM, but the bus arrived at 3 PM. The second bus driver asked me when I was eating, saying something about being careful not to spill food, which was confusing. I thought, 'Excuse me, is eating on the bus not allowed?' Later, I saw him eating rice on the bus too! Moreover, there were cockroaches at the back seat of the bus. They should maintain cleanliness before commenting on passengers. This was the worst bus experience ever and not even worthy of one star.
This platform is the worst for booking a bus ticket to my destination. Once payment is made, you cannot correct any mistakes. For instance, I accidentally booked a ticket for 6 AM instead of 9:25 AM. I tried to amend it on the app, but it wouldn't allow me. I spent three days communicating with the agents but was pushed to the bus vendors. I was told to check with the platform. Just a simple request to change my ticket timing was met with refusal. The request was made immediately, not 24 hours later, and they couldn’t even accommodate a simple change. The agents are unapproachable and respond with standard template replies. This has been the worst experience I’ve ever had booking an overseas trip. If they want to charge an admin fee, they should inform me. I would be willing to pay, but they offer no solutions. This is the most frustrating app and support. I will not use this app again.
I want to warn others about this service, which provided the worst travel experience I've ever had. Their inefficiency cost me money during the busy Chinese New Year travel time. Here’s what occurred: I booked and paid for a bus ticket, specifically selecting a 'QR pass.' After payment, they informed me they couldn't issue the QR pass. I had to wait 14 days for a refund, while ticket prices for CNY were increasing daily. Instead of a straightforward refund, their accounting department canceled my entire trip and refunded the original amount. Consequently, I had to rebook the same journey with another service at a much higher price due to the last-minute booking during peak season. Their customer service was painfully slow throughout (it took 'ages to reply'). This service failed in their core offering, customer support, and their final action (cancelling the trip) worsened the situation. They should compensate me for the price difference I now face. Avoid this service at all costs, particularly during critical travel periods.
I consistently have a bad experience. Each ride requires at least a 45-minute wait for the bus. The buses are NEVER on time. I’m unsure if they are waiting for the bus to fill up. I can never trust the bus timings. Every time, my experience has been really poor.
Booking with this app is quite frustrating. It feels excessive to book online! I thought it would be easier to avoid long queues for buying tickets. This was my first time purchasing a bus ticket online, but I still had to queue to get the bus number and pay an extra fee for it. Why wasn’t the bus number included in the ticket? Paying an additional fee feels like a scam. I paid for the ticket online, and then had to pay more just to get the bus number! This app is unhelpful. It would be better to queue and buy the ticket directly.
I feel that one star is too generous. I purchased tickets for a trip, and while everything was smooth in one country, it took forever to clear immigration on the other side, and the driver LEFT US! We had to take another public bus. What a disappointing service.
The system is terrible and inconsistent. One reason I continued using this service was that it included a check-in QR code at my departure terminal. This time, I found that the QR code was no longer included, and I had to pay extra fees just to check in? Additionally, the bus operator had too few passengers, so they canceled my bus and rescheduled it, which was very inconvenient for me. I complained to the platform, and they did not bother to offer any compensation.
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