Dear Easybook Customer Service,
Dear Easybook Customer Service, I am writing to formally express my disappointment and objection to the explanation provided regarding my booking for 16 July 2026 at Larkin Sentral. The chronology of events provided by Easybook is unreasonable and does not address the actual operational failure that occurred. Please allow me to explain the sequence of events clearly: 1. My family and I (four passengers) arrived at Larkin Sentral approximately 30 minutes before the scheduled departure time, in accordance with the instruction stated on the ticket. 2. We waited at Gate B08, which was the gate printed on our ticket confirmation. 3. Another bus occupied Gate B08, and no announcement was made informing passengers that the KKKL bus had been moved to another gate. 4. No Easybook notification, SMS, email, public announcement, or terminal staff informed us that the departure gate had changed from B08 to B06. 5. We remained in the designated waiting area because we relied on the official gate information printed on our ticket. 6. The bus departed without us, even though four passengers listed on the booking had not boarded. This situation is difficult to accept. If the gate change was truly managed by the terminal's Centralized Ticketing System (CTS), then why was there no effective notification to passengers? More importantly, how could the bus be allowed to depart when four ticketed passengers were clearly absent? A reasonable transportation operation should include a boarding verification process before departure. The driver or boarding staff should check the passenger manifest and identify missing passengers before leaving the terminal. Had such a procedure been followed properly, our absence would have been immediately noticed. Easybook's repeated statement that "the bus departed as scheduled" does not answer the core issue. Departing on time does not mean the boarding process was conducted correctly. The fact remains that four passengers who arrived on time were left behind without any notification. I therefore request: - A formal investigation into the boarding verification procedure conducted by the bus operator. - A written explanation from KKKL and Larkin Sentral regarding why no announcement was made when the gate was changed. - Reconsideration of my refund request, as this incident was caused by operational and communication failures beyond the passengers' control. I hope Easybook will review this matter fairly and not place the entire responsibility on passengers who had complied with the stated arrival requirement. I look forward to receiving a concrete resolution and a formal response. Sincerely, S$$i