I had willingly paid an additional SGD10 per person to modify a booking and I was aware of their procedures, so I agreed to a total payment of SGD30 for the alterations. They requested payment in order to proceed with the changes, but when I reviewed the amendments they quoted, I noticed they included information from our other bookings. Therefore, when I submitted the proof of payment, I promptly pointed out their mistake. To my surprise, they confidently informed me that they would only consider my initial request even though they had not yet provided the booking confirmation. They said if I wanted to make further modifications, they would charge an extra SGD15 per person.Clearly, the error was on their part, and they subsequently sent another message via WhatsApp asking me to disregard their previous communication. However, what shocked me was their refusal to entertain any amendments prior to making the changes, even during the discussion phase. In most cases with other businesses, when making a booking or requesting changes, customers can inform customer service about any necessary corrections before the changes are made. Unfortunately, this was not the case here. Fortunately, I had entered the correct information when initially making the request. However, I cannot fathom this happening to someone else, and it truly feels like an unfair and deceptive practice. It's truly a daylight robbery!Consequently, I had to revise my rating and I strongly advise everyone against using their questionable service.Updated:I was informed later by Easybook that the amendments were not approved by the ferry operator and hence they told me to walk in and make the changes myself with Horizon Fast Ferry. Hence I went down to Harbourfront and even emailed the company and messaged their Batam counterpart to make the changes successful. After the successful changes, Easybook shamefully portrayed themselves as the 'agents' who had invested all their effort and helped me with the amendments.There was an issue that arose due to the misinformation provided by the ferry operator, Horizon Fast Ferry, which led to a long dispute with Easybook. However, this would not have happened if Easybook provided efficient customer service in the first place. Their inefficiency and their fickle service contributed to the entire horrible experience. Easybook really did not make the entire booking experience easy!I would give them 0 stars.
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