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.
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The largest land and sea transport booking website in Southeast Asia.