Confirmed booking non-existent; poor connectivity on both app and web
Paid for a 2-way Horizon ferry ride to Batam via Redbus, which Redbus confirmed. At the point of getting the boarding pass at the pier, Horizon Ferry said my booking for both ways were not in their system. I had to buy new tickets and they advised me to get a refund from Redbus. I did get my refund in 11 days, which is okay. The poor rating is for the continual stress: the mistake itself, then the disastrous service on the app and website. I never received the resolution email, but received many other emails asking me to look out for the separate resolution email. I couldn't even log in to my account: the OTP only came 1 out of 3-4 attempts, but when it did, the code didn't work! I have screenshots in case they are needed. I am glad the refund came through in the end, but I will never use Redbus again.