The largest land and sea transport booking website in Southeast Asia.
Is Easybook.com legit?
Easybook.com (easybook.com) has a 1.6 out of 5 rating on OK.one, based on 261 user reviews collected here. It is listed under Travel & Vacation and its reputation is poor. 79% of reviews are 1 star, a relatively high share; The business has replied to 99% of negative reviews; Reviews mostly discuss Refund, Customer service. Last updated 2026-10-24.
What reviewers say
AI generated
Most reviewers were let down by their experience overall. People often described the booking platform as extremely frustrating and entirely unreliable for travel planning. Travelers frequently encountered severe transport delays, sudden schedule changes, and buses departing ahead of schedule without waiting for ticketed passengers who were consequently left stranded.
Some reviewers were not happy with customer support, noting that representatives provided unhelpful templated replies and consistently failed to resolve urgent travel problems. Additionally, consumers struggled significantly with booking modifications and financial matters, reporting that formal requests for itinerary adjustments or legitimate refunds were dismissed or ignored entirely.
Auto-generated from all reviews of this business. For reference only.
halo delay howmany time sunrise also no bus coming
Reply from Easybook.com 2025-07-18
Dear Leong, Thanks for sharing the constructive feedback. We’re eagerly striving to provide nothing but excellent experience to all our users & with feedback as such, it helps us rectify our shortcomings where its needed. Few factors may contribute to bus delay issues such as traffic/weather conditions or longer fuel station lineups. Passengers can also check bus status with on-site terminal staff or directly contact transport operator as per details in Order Summary. We sincerely apologize for any inconvenience & if you need further help, please reach us via (easybook.com/contact)👈 Thanks for your support!
Prior to purchasing, it is imperative to thoroughly review the refund protection policy.
These guys just scam everyone with their bookings
To mitigate potential complications, it is recommended that you reconsider buyingg somewhere else
Reply from Easybook.com 2025-07-13
Hi Ali, It's upsetting to hear such feedback & it's certainly not the impression we want you to have of us. If you are facing any issues with our product or services, we would appreciate if you could reach our support team via (easybook.com/contact)👈 Thanks for your constructive feedback!
I was forced to use the "so called" EASYBOOK APP twice now and it was a nightmare both times. For different reasons, unexplained error messages kept popping up, the app kept timing out, boarding numbers were asked for but ticket numbers actually required... then there's the assumption that the new user understands the ticket you pay for doesn't actually get you on the bus, you have to pay for and download a qr code and on the two occasions I had to do this, it was a different process! EASYBOOK my arse!
Reply from Easybook.com 2025-07-10
Dear Stephen, Based on your review, we're not able to gauge exactly what went wrong. May we ask if you have reinstalled the app to be on the latest version? Kindly also check if your internet connection is at optimum speed & we wish to share that further info regarding Digital Pass QR can be found in (www.easybook.com/how-to-retrieve-digital-pass). Do kindly reach out to us if you require further clarifications on this via (easybook.com/contact)👈 Thank you for the constructive feedback!
Booked round trip bus for my parents.
SG–KL (Cityline)
KL-SG (The One Travel & Tours)
Departing was fine but was confused as they were told that need to change to another bus at Malaysia custom.
Returning was unpleasant. Parents reached at Berjaya Times Square 30 minutes early to wait for the bus. Anxiously waiting for 15 mins so they message the bus operator for the plate number. Bus operator replied late and they already left and my parents waited blindly for that last 30 minutes. Even showed them the Easybook e-tickets but was deny as they were told there's no such name booking (??) so my parents have to spend extra money on the bus ticket at one of the bus booth and need to wait another 2 hours for the next bus.
Confronted to the customer service:
Friendly tone however they're very late attending my issues, cannot issue refund due to that stupid policy they have.
Overall disappointed with the experience. Blocked them and will NEVER ever book with them again.
Reply from Easybook.com 2025-07-09
Dear cath.tae, We're truly sorry to hear on the incident you have faced with the transport operator & this is definitely an unacceptable way of treatment towards our customers. As an online ticketing platform for various transport operators, we are committed in ensuring a smooth & pleasant journey for all our users. For us to further investigate the issue with said transport operator, we would appreciate if you could reach our support team with the full details of the incident via (easybook.com/contact)👈 Thank you for your understanding.
Scammy-behaviour, Bad after-sale request even though met with emergency
Feels like a scam even though the Refund Protection was purchased.
I placed a round trip order on 1st June 2025 to Genting from 12th to 14th June 2025. However, there was a mishap and my friend had to be admitted to the hospital because of abscess. He had to be admitted to the hospital immediately. Proceeded with the refund 24 hours before the trip and till now, there wasn't any updates at all until I used their Whatsapp chatbot to chat with a live agent.
The agent proceeded to tell me that my request previously was rejected (no response email on it was received). Now the agent tells me to provide all documentary proof of relationship and asked me to wait for another 1-3 weeks again. More than one month refund request and nothing was done.
Not sure if it is possible to lodge a police case on this because of their scammy response (Only a Whatsapp Chatbot for response is available which not responsive at all).
Reply from Easybook.com 2025-07-09
Dear Yee Hao Lim, We deeply regret any inconvenience you may have experienced in relation to the declined refund request for the Refund Protection add-on. Kindly note that the add-on T&C has outlined the specific categories eligible for refunds & valid documentation proof needed, in which if documents submitted failed to be verified, the refund process may take a bit longer hence we encourage the correct documents to be clearly submitted. Please kindly reach our support team for further validation & comprehensive review via (easybook.com/contact)👈 Thank you for your understanding🙏
Read the refund protection policy before considering paying the extra.
Even refund was allowed, you would not get your hard earned cash back as they would credit into your Easybook account.
(By the way, only a list of situations are allowed for refund request and with proof)
To save yourself from hassle, just don’t consider making your purchase.
Reply from Easybook.com 2025-07-07
We sincerely apologize for any inconvenience you've encountered regarding the Refund Protection add-on refund request that may have been declined. We wish to share that the terms & condition has outlined the specifics of which category is applicable for the refund & the valid document for proof needed as well. Nevertheless, do kindly reach our support team to further validate & review accordingly via (easybook.com/contact)👈 Thank you for your constructive feedback!
🚫 WARNING: Easybook scam-like behavior
I booked a 6:45 AM bus from Singapore to Melaka via Easybook. The bus NEVER showed up. The driver disappeared. I waited for over 2 hours without support. I had to buy new last-minute tickets and lost time, money, and plans.
I contacted Easybook immediately. They ignored me for hours, then told me to wait 21 working days because “they are just a platform.” No apology, no help, no refund.
This is unacceptable and highly unprofessional.
Avoid Easybook if you value your money and time.
Reply from Easybook.com 2025-07-05
Hi Chen, We sincerely apologize for your poor experience with the bus operator. Easybook as an online booking platform will investigate the complaint with relevant bus operator & once validated, we will process the refund soonest to customer accordingly. The refund timeline provided is only an estimate, which we will process within 1-2weeks to users payment gateway & we notify another 1-2weeks timeline depending on the users payment gateway processing themselves. Kindly reach our support team via (easybook.com/contact)👈 if you need further clarification on this. Thank you for your constructive feedback & continuous support!
Ridiculous refund policy. It should be a default condition for all tickets to have refund protection without having to pay extra if requested more than 24 hrs before the scheduled ticket. More than 3 days left, and I’m not able to refund…. What kind of bullshit system is this? A scam company. Probably should have just booked from the main bus provider.
Reply from Easybook.com 2025-06-13
Hi Ming Feng, Thank you for your feedback. By opting for our Refund Protection Plan, you will be able to cancel & refund your booked trip without the limitation hassle of any bus operator cancellation policy (T&C applies). We also have a new feature for users to self cancel their booked trips, which follows the respective bus operator refund policy & users can DIY from their membership account. If there's anything we can do better, please share to us at (easybook.com/contact)👈 Thanks!
Request for a refund since 10/05/2025. Up till now have not received anything. Book for a trip from sg to kl and kl to sg. Easybook and the bus company (Star Qistna) will ignore your messages even though i have already provided evidence for the refund.
Reply from Easybook.com 2025-06-06
Hi Fitri, We apologize if the issue is related to any booking change/refund request declined by transport partner under their policy but do reach us at (easybook.com/contact) so we can review on it the soonest. You may also opt for our Refund Protection plan in future incase you need to cancel trip & refund. Thanks for your understanding🙏
I had the worst experience with this bus company and will never choose it again for my travels home.
First, I received a message from an unknown number informing me that my bus had been canceled. I contacted the bus company to ask for the reason and request a refund, but they never responded. I then reached out to the third-party platform Easybook, and they said they would help verify whether the cancellation was real and follow up on the refund. However, even after the trip ended, I still haven’t received any updates or a refund.
As for the journey itself, it was a complete mess. I thought I had purchased a direct bus ticket, but the bus was already 10 minutes late. Then it made unexpected detours to pick up passengers from KLIA 1 and KLIA 2, which took about an extra hour. The entire trip from Putrajaya to Batu Pahat ended up taking five hours. To make things worse, my seat was taken by someone else.
Without a doubt, this is the worst bus company I have ever taken.
Reply from Easybook.com 2025-06-04
Dear Karying, We're truly sorry to hear on the incident you have faced with the transport operator & this is definitely an unacceptable way of treatment towards our customers. Easybook, as an online ticketing platform for various transport operators, is committed in ensuring a smooth & pleasant journey for all our users. For us to further investigate the issue with said transport operator, we would appreciate if you could reach our support team with the full details of the incident via (easybook.com/contact)👈 Thank you for your understanding.
BILLION STAR IS A SCAM!
I would rate ZERO star if there is any. We waited for 1.5hrs for the coach and nobody to inform us about the delayed and when it arrived was told its a free sitting and will change bus in JB and no information of bus number. I was lucky i asked sombody happens to be taking the same bus to KL as me.
On return to s'pore, couple of hours before the departure received message that it will be different bus and its not Billion Star. i was shocked when i boarded the bus it was 42 seaters bus and free siiting AGAIN! I booked for single seat 27 seaters bus end up I had to sit on small narrow seat next to a big size guy. THIS IS A BIG SCAM.
Before i booked Billion Star i booked with cityline. 1 day before departure got an email that the coach company got suspended no choice but to book with Billion Star for closest option. Till today Cityline did not reply to Question for refund.
IF YOU WANT TO BOOK COACH SERVICE DO NOT BOOK WITH CITYLINE OR BILLION STAR. SCAMMERS!
Reply from Easybook.com 2025-05-14
Dear Waheeda, We sincerely apologize for the incident you experienced with the transport operator. This treatment of our customers is absolutely unacceptable. As an online booking platform offering tickets for various transport operators, we are dedicated to ensuring a seamless and enjoyable journey for all our users. To investigate the matter with the transport operator further, we kindly request that you contact our support team with complete details of the incident via (easybook.com/contact)👈 Thank you
I would strongly give rating as -0 as the customer service is very poor.
I booked tickets from SG to KL 10 days before & got an email 2 days before my trip stating that the trip was cancelled by bus operator.
When I contact bus operator for refund, they asked me to contact Easy Book, when I contact Easy Book then they asked me to contact Bus operator.
Easy Book making customers as prey to earn money & I wonder where the money goes to? Scam was
Professionally carried out by Easy Book in SG.
GOOD JOB EASY BOOK!!!!!
Reply from Easybook.com 2025-05-09
Dear VK, certain SG to MY trips scheduled between May 9th and 15th, 2025, have been cancelled due to an operational suspension mandated by the Malaysian transport authority (APAD). If you are affected, you may have received a notification from us via email with more details about the issue. Kindly allow us some time within 1 to 2 weeks as we are cooperating with all the coach operators for the refunds to those affected, and rest assured that all will be notified once the process is completed.
We sincerely apologize for any inconvenience this may cause, and we thank you for your patience and continued support!
Waiting more than 2 months on my money refunds.
Several email sending.
But no response.
Reply from Easybook.com 2025-05-09
Hi Marcel, We deeply regret any inconvenience you may have faced while trying to reach our support team. We value customer feedback greatly & wish to assure that our team is actively working to address all customer inquiries & concerns, especially through our support channels of email, social media & WhatsApp Chat. There could be slight delays of response if you have reached us after business hours or during long holidays but all will be attended to nevertheless. We appreciate you bringing this matter to our attention as we are committed to improving our services where necessary. For us to further check the issue, we would appreciate if you could reach us via (easybook.com/contact)👈 Thank you!
EASYBOOK BUS ONLINE - BAD , TERRIBLE BUS TRAVELLING EXPERIENCE for Customers
Booked online with Easybook for 7pm Bus leaving Penang Island to KL Sentral.
We approached Easybook counter at Sg Nibong Penang when we were told Bus would be delayed.Easybook asked us to
deal with bus Operator ourselves
Bus was Delayed for 4 hours.Firstly 3 hours at Sg Nibong & 1 hour in Butterworth.Also the bus asked passengers to change to another bus there.
This happens because Easybook & Bus Operator don't have enough passengers or ticket sold for 7pm bus leaving from Penang today.
So DELAY after DELAY at the TERRIBLE DISCOMFORT, WASTE OF TIME of Paying Customers whilst Easybook refused to Assist to find better or earlier replacement alternative for customer & instead asked us to deal with bus Operator and it all becomes a pushing game.
Easybook , we book through you online where you asked us to select Time, Date, Pick up point...and once booked, Any changes on your side/Operator,you washed your hands.
So ZERO SERVICE & CARE & CARELESS Coordination from Easybook =BAD CUSTOMER EXPERIENCE.
WAKE UP EASYBOOK, do something for the comfort of your Customers or you will eventually received Tons of disgruntled Customers.
Reply from Easybook.com 2025-04-28
Dear Sally, We sincerely apologize for the incident you experienced with the transport operator. Customer feedback is highly valued & we want to assure you that our support team will definitely liaise with relevant transport operators to check for alternatives in bus delay issues. As an online platform offering tickets for various transport operators, we are dedicated to ensuring a seamless and enjoyable journey for all our users. To investigate the matter with the transport operator further, we kindly request that you contact our support team with complete details of the incident via (easybook.com/contact)👈 Thank you
My recent trip to KL thru them was horrible. Formally they want us to check-in to get the bus licence no. While waiting, they with msg that the bus has changed to and bus. When the bus arrived it totally free seating. Online booked was 28 seater but onboard was a 44 seaters. Dirty and disorganised. It was a disaster thru the night as it kept taking passengers in Singapore. When return from KL, waiting time was delayed for nearly 2hrs. No stop gaven for snack and toilet. But returning bus was 28 seater, driver was skillful too.
Reply from Easybook.com 2025-04-27
Dear Simon, We're truly sorry to hear on the incident you have faced with the transport operator & this is definitely an unacceptable way of treatment towards customers. As an online ticketing platform offering various transport operators, we are committed in ensuring a smooth & pleasant journey for all our users. For us to further investigate the issue with said transport operator, we would appreciate if you could reach our support team with the full details of the incident via (easybook.com/contact)👈 Thank you for your understanding.
Hi Easybook,
Thank you for the refund finally after my long chase. However please do improve on your after sales service and revise your automation of reply to customer.
1. Though there was a WhatsApp number to contact you, it wasn’t very active. In fact, there wasn’t much response after you replied in March that there would be a refund email.
2. The refund email was not sent after I received your WhatsApp in March 2025.. I waited for 2 weeks… until i complained and complained so many times and even lodged a police report, because of your lag in response, this made me think that perhaps you are a scam..customers will feel it’s a scam cos no official email was sent to inform when the refund would take effect.
3. You did reply in the trust pilot review and diverted me to your email/ WhatsApp and I even contacted you via Facebook msn. For that Facebook msn, there wasn’t any reply as well. It was as if operations was down.
4. Please review on your dates to refund customer when nothing was done- you claimed you did not manage to buy my tickets for me.. hence no customer would be happy to receive the refund weeks later when the electronic transfers are so convenient now in the 21st century. The length of time waiting for the formal response and refund were unacceptable.
In view of the above scenarios, I hope you would work towards an upgrade of your service and responses to customers and not direct them to avenues where no response would be given.
Nowadays, customers expect omnichannel service and not just communicating with your broken down automated response.
With this review i close my case.
Reply from Easybook.com 2025-04-16
Thanks for sharing the constructive feedback for our improvement. We’re eagerly striving to provide nothing but excellent experience to all our users & with feedback as such, it helps us rectify our shortcomings where its needed. If there's anything we can do better or if you need further assistance, please reach us at (easybook.com/contact)👈 Thanks!
Hi Easybook,
Todate i have not received your email which your promised to refund me my $309.20 but only saw your online revert when i left you a bad review on trust pilot.
The date of the journey to bintan was supposed to be 16 March and i did a booking about 13 March 2025. You have claimed on Whatsapp that you did not manage to book for me and will refund and will send me a confirmation email thereafter. However, as per my last review, you have not responded or made any refund to-date. Do you think a proper business would have the right to hold the customer’s money past two weeks coming to three without any work done? Also, no further emails from you... This made me question the actual existence of your company and what kind of operations system you are doing. Please get back to me via email on the actual date for my refund. I need to tell you it seems you have an opening for funds to come in but no staff to take care of the customer service. I felt cheated to-date.
Reply from Easybook.com 2025-04-07
Dear Anna, we sincerely apologize for any delays in your refund processing however we would need more information to further check, in which it would be best if you could reach our support team via (easybook.com/contact) for faster resolution. There could be slight delays of response if you have reached us after business hours or during festive holidays but all will be attended to nevertheless. We appreciate you bringing this matter to our attention as we are committed to improving our services where necessary.
Updates: (7 April) On Feb I booked bus ticket to Genting…
On Feb I booked bus ticket to Genting for April (currently is APRIL), payment done. I receive no order summary. I try email (more then once), I tried WhatsApp (more then 3 times, no 1 seems to care and did not bother to follow up or reply!!! This is terrible customer services, it's been more then 2 months and today is 6 April my trip is on 12 April. (Still no updates on my bus details and order summary). If you guys have suck system (upgrade it) don't always says is technical issue, and the system down.
Don't tell me you guys having issues on 11 Feb, 16 Feb, 23 Feb & today as well it take more then 2 months to check my 2 bus ticket to Genting!! And I have to keep asking a NON RESPONSIVE CHAT!!!
Updates (7April) I DID contact via your app email & what apps even Facebook message.... non is replying?? JUST LET ME KNOW IF I NEED TO RE-BOOK? Has my booking been capture or need to cancel so that I can make necessary changes.
You can reply my review here why can't you reply my question in the WhatsApp or email?
Reply from Easybook.com 2025-04-07
Dear Alicia, we sincerely apologize for any inconvenience this has caused to you. We wish to share that unfortunately on the dates period, we encountered issue with our FPX payment (https://www.facebook.com/share/p/18gMJ1ez3v/) & our team would require some time to refund for affected customers batch by batch. We deeply regret any inconvenience you may have faced while trying to reach our support team. We value customer feedback greatly & wish to assure that our team is actively working to address all customer inquiries & concerns, especially through our support channels of email, social media & WhatsApp Chat. There could be slight delays of response if you have reached us after business hours or during festive holidays but all will be attended to nevertheless. We appreciate you bringing this matter to our attention as we are committed to improving our services where necessary. For us to further check the issue, we would appreciate if you could reach us via (easybook.com/contact)👈 Thank you!
I'm a content creator I will share my bus travel experience TBS to penang bus arrive time is 10:30 but coming late then time to get on the bus myb supervisor he said little bit bag also can't bring but i see malaysia people bring hes bag after that's specially i buy ticket choice set for recoding view but bus driver come and said free set you go other set then i see he's friend coming bus driver move me other set so malaysia have value local people foreign don’t have value tourist don’t have value tnq...for everything i will share my this is experience youtube,instagram,facebook and X and Tnq...so much easybook i will pay extra and buy ticket i'm very disappointed about my video i hope you will try...to fix these... Bus name is Billion Stars ( BILLION STARS EXPRESS)
Reply from Easybook.com 2025-04-02
We sincerely apologize for the incident you experienced with the transport operator. This treatment of our customers is absolutely unacceptable. Customer feedback is highly valued & we want to assure you that our team is diligently addressing all inquiries & concerns through our support channels including email, social media & WhatsApp chat. As an online platform offering tickets for various transport operators, we are dedicated to ensuring a seamless and enjoyable journey for all our users. To investigate the matter with the transport operator further, we kindly request that you contact our support team with complete details of the incident via (easybook.com/contact)👈 Thank you
Didn’t buy my ferry to Bintan, no refund after 10 days, no response
I have bought ferry tickets to Bintan online via Easybook on 13 March 2025 and todate, despite giving me a WhatsApp message that they will refund my SGD309.20 because they failed to buy my tickets, No monies was refunded after 10 days.
Also, they promised me a refund email but no such email was received.
Years ago I bought train tickets and was fine but this time.. I suspect something is wrong with the company.
I texted them on Facebook messenger and email and even WhatsApp.. no response..
Somehow, I felt scammed and started to check for online reviews. I was shocked to see so many people with lousy reviews. I have since made a police report.
Reply from Easybook.com 2025-03-26
Dear Anna, Thank you for sharing this feedback. The refund timeline provided is only an estimate, which we will process within 1-2weeks to users payment gateway & we notify another 1-2weeks timeline depending on the users payment gateway processing themselves. Nevertheless, we sincerely apologize for any delay on your refund status & we have escalated to our internal team to expedite this as we speak. Kindly reach our support team via (easybook.com/contact)👈 if you need further clarification on this. Thanks!
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