Customers paid for an operator’s cancellation, even without using any protection service.
I purchased a round-trip bus ticket (Singapore ↔ Melaka) via Easybook, with the return trip operated by Grassland. Subsequently, the return trip was cancelled by the bus operator, not by me. Easybook refunded part of the ticket price but deducted the Refund Protection fee, stating that the fee is non-refundable under their terms and conditions. This was applied even though the cancellation was not initiated by the customer and no refund protection service was used. I contacted Easybook multiple times to explain that the cancellation was entirely operator-initiated, but was ultimately informed that the fee would not be refunded. I am sharing this experience to remind other customers that when booking through this platform, even if a trip is cancelled by the operator, Refund Protection may not actually protect the customer, and the financial loss may still be borne by the customer. Important note for anyone booking through Easybook: If a trip is cancelled by the bus operator (not by the customer), the Refund Protection fee is still not refunded. This means that customers may end up paying for an operator’s cancellation, even without using any protection service. Please be aware of this before making your booking on Easybook.