ZERO STAR. DO NOT USE THIS PLATFORM!
I had a very poor experience with BusOnlineTicket, both in terms of the trip itself and how the complaint was handled. The bus was advertised on their platform as having cocoon seats, TV, and toilet. We paid a higher fare specifically because the bus included individual seat monitors, which were important for our children during a 5–6 hour journey. Unfortunately, the seat monitors did not work at all throughout the trip. Additionally, the bus was scheduled to depart at 7:05 am but only left close to 9:30 am. No proper explanation or timely updates were provided, and the delay caused further inconvenience upon arrival. When I raised this with BusOnlineTicket, they refused any compensation or partial refund, claiming the operator said it was not applicable. As the booking platform, they took no responsibility for ensuring advertised features were delivered and simply closed the case. This experience showed poor service recovery, weak customer advocacy, and disappointing management. I would not use this platform again and would advise others to be cautious.