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.
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