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.
1 star is to much! Don’t book here.. bus will come minimum 1 hour later. If it comes at all.
Easybook.com 回复2026-09-21
We sincerely apologize for the frustration you experienced with your bus trip. Please note that Easybook acts as a booking platform & does not directly own or control bus operations or schedules. For immediate assistance at the terminal, we recommend checking with terminal staff or you can reach out to our support team so we can investigate the delay directly with the bus operator.
ipoh-singapore，10aug 8.05pm，I originally wanted to get off at Taiseng, but he said Woodleid, and I thought that side was closer to Serangoon. I checked to make sure and asked him if he had gone to Woodleid Mall twice. He said yes, so I said I would wait there, but I didn’t understand that he took the boonlay route, so I asked him again, didn’t you say he had gone to Woodleigh Mall? He didn't know who to call at that time. . . I asked her to find a place and let me get off the bus, but he didn't listen and took me directly to boonlay ，What I want to express is that I really need your employees to speak better in the future, because the pronunciation is very inaccurate. Even my wife heard that he was talking about woodleigh, but he mispronounced boonlay, which caused me to spend an extra $40+ to go back to serangoon.
Easybook.com 回复2026-08-12
Dear Tan, we're truly sorry to hear on the incident you have faced with the bus driver from the transport operator on the communication gap. 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.
Worst operator, paid for refund and contacted them through WhatsApp and email no response at all. Pls use Redbus which is better.
Easybook.com 回复2026-08-10
Dear Yeswaran, We apologize for any inconvenience you may have experienced. We have received your booking cancellation request via email on August 6, 2026 & we have replied on the same day to clarify the distinction between your bookings with & without the refund protection plan. Nevertheless, if you need any further assistance, kindly reach out to us at easybook.com/contact. Thank you for your support!
I paid extra for the refund/change option.
I requested refund within 24 hours after booking.
I requested refund few days before my trip.
My booking was cancelled immediately but no refund was issued. No seat sold to other customers.
If we were not entitled for the refund why cancelled all my bookings immediately.
Why didn't inform us. Why only after everything over now than informing we not entitled for the refund.
customer service.
I have been a loyal Easybook customer, but this experience has left me extremely disappointed.
I paid the additional fee for the refund/change option because I believed it would protect me if an emergency arose. Due to a genuine work emergency, I requested a refund within 24 hours of booking and well before the departure date. I immediately contacted Easybook by email and WhatsApp and App. Provided all the supporting documents they requested.
My booking was cancelled, yet I was told I would receive no refund at all.
What I don't understand is this: if my request was going to be rejected, why wasn't I informed immediately? Why did it take so long to respond? After cancelling my booking, those seats could have been made available to other passengers, yet I still lost the full amount I paid.
As a loyal customer, this is the first time I have ever requested a refund. I feel let down and believe my case deserved more consideration. Extremely bad service from Easybook.com.
Easybook.com 回复2026-08-04
Dear Karamjit, We understand your frustration regarding the refund process. Upon further checking your submission, our team only received a screenshot of a cropped WhatsApp message, which could not be accepted as valid documentation. We subsequently requested a formal letter from your company instead, but we have not received any response or document to date. If you can provide the requested official documentation, please reach out to us at easybook.com/contact so we can review your case further.
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
Easybook.com 回复2026-07-29
Dear Susilowati, we sincerely apologize for the distressing experience you & your family faced at Larkin Sentral & we completely understand your frustration regarding the missed departure. Please reach out to our support team at (easybook.com/contact) with your full booking details so we can thoroughly investigate this matter with both the bus operator & terminal operations & review your refund request further.
Staff were so unkind in assisting me. My dog passed away and I was in no state to continue my travels so I requested for a refund, which I had paid for prior while purchasing the ticket. They demanded to give a death certificate or else they would not give me a refund.
Animals so not have death certificates and j asked what else can I give? They told me to give evidence. I had spent the whole morning crying and this was the response they gave? In the end i sent a photo of his burial and even then they said it was subjected to review.
Staff were so heartless. There was zero empathy in dealing with the situation. It has been a month and nothing has been resolved. Pets are still family, have some sympathy. I have the right to a refund and yes they demanded to have 'evidence' and subject to approval and made me go through the trauma and grief of losing my dog all over again.
Shame on you all.
Easybook.com 回复2026-07-28
Dear Abigail, we are deeply sorry for the passing of your beloved pet & for the immense grief and distress this situation caused you. Please be assured that your refund for the Refund Protection plan was successfully approved within 24 hours of your cancellation request submitted on 29 June 2026. If you require any further clarification or assistance with the status of your funds, please reach out to us at easybook.com/contact so we can help you further. Thank you again for your patience & support!
Avoid!! Avoid!!! It is a Huge scam.
They ask you to pay for cancellatiin protection and will refund the money to your Wallet. To get your money, you need to pay them a fee!!!
If you are not local, you cannot transfer to any other Bank accounts.
AVOID!!! AVOID.
Easybook.com 回复2026-07-14
Dear User, We apologize for any misunderstanding. Refund Protection is an optional add-on that provides flexibility for last-minute cancellations, with refunds credited to your Easybook wallet. Kindly note that withdrawal fees & bank requirements is outlined in our Terms and Conditions, which are available for review during your booking process. If you need further clarification, kindly reach our support team via (easybook.com/contact). Thanks!
Very stupid ! What is this organization?
Once you let customers book and buy tickets still have to go the counter and download the APP! Just for the QR Code for the bus entry !
If is for elder people its very difficult for them!
Please change this organization, or its going to be hard for some people thats old or disabled people!
Pls just do QR Code when customers make booking .
We all will appreciate!
Easybook.com 回复2026-07-10
Dear Ching Lee, Thank you for sharing the feedback! We apologize for the frustration. If you booked via another platform, you may face extra steps at the terminal. We recommend booking directly via Easybook app, where you can access your boarding QR code instantly. For easier terminal access & more details on this, please visit (https://www.easybook.com/en-my/news/malaysia/pre-buy-terminal-boarding-qr). Thank you for your support!
Refund request denied despite duplicate is due to failed payment
Payment failed to go through the first time and no confirmation came through email. So I tried booking again. Successful payment email notification came for 2 bookings with email time stamps 2 minutes apart. Obviously duplicate booking since for the same passenger with exactly same itinerary. Sent email to customer service and his reply - For this request, we are regret to inform you that the transportation company is not agreeable with the ticket Changes.
Refund policy due to duplicate booking is allowed as clearly stated in the tnc pdf.
Easybook.com 回复2026-07-10
We apologize if the issue you faced relates to a booking change or refund request declined under the transport partner's policy. For future flexibility, you can opt for our Refund Protection plan for easy cancellation and refund, or you may utilize our auto-cancellation feature (availability depends on the operator's policy). If you need further clarification, please reach us at easybook.com/contact. Thank you for your understanding!
I booked on Easybook from Kota Kinabalu to Sandakan on Sunday, 28 June 2026. My friend and I boarded the bus to the allocated seats. Our seats were at the back of the bus (seats 37 and 40). Seat #40 is an emergency exit seat. The door was not closed properly and when the bus turned in to a corner the door opened slightly. I grabbed the door and held it closed for a short distance when the conductor came passed and told him. He shut the door and made sure it was secure. It started to rain and the rain dripped on me! I could not move to another seat as the bus seating was full. It stopped raining but I was drenched. The rain stopped and I dried out slightly. The rain came again more heavy this time and I got drenched again. The seat, also, was not adjustable due to it being emergency exit. The seats were very uncomfortable. I won't be booking with Easybook.com again!
** Do NOT book seat #40**
Easybook.com 回复2026-06-28
Hi Peter, Thank you for bringing this to our attention. We sincerely apologize for the incident you experienced with the transport operator's bus condition. As an online ticketing platform, Easybook is committed to ensuring a smooth and enjoyable journey for all of our users. For us to investigate the issue with the transport operator, we'd appreciate if you to reach our support team with the full details of the incident via (easybook.com/contact)👈
I'm currently inside a bus, V Express from TBS to Johor Jaya, departed at 1130am. Beginning of the journey was ok until towards the end, the bus driver and a passenger start chatting and smoking even with the no smoking sign is directly above where they sit. This is totally unacceptable. I hope the management will pay more attention to this kind of behaviour.
Easybook.com 回复2026-06-10
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.
Bought ticket from Easybook app from TBS to Singapore Departure on 05/06/2026 12:15AM and checked in online via the app. None of the QR code and bus plate or platform number shown in the app.
Proceed to counter at TBS was notified without the QR code will be denied from boarding.
Prompt to purchase same bus ticket at inflated price.
Very disappointed with Easybook online customer service rendered.
Such a waste of time and money.
Instant refund only available if you purchase the insurance.
With service like this I demand full refund and service recovery. Thank you.
Easybook.com 回复2026-06-05
Hi There, Based on your review, we're not able to gauge exactly what went wrong with your QR code display issue. We would appreciate if you could reach our support team via (easybook.com/contact)👈 so that we can look into the matter you are facing and get it resolved. Thanks & hope to hear from you soon!
Easybook & Star Mars travels review. Never book. Pathetic experience
The bus service Star Mars from Malacca to Singapore got delayed and Easybook informed me after 30minutes. The booking was for at 2:15pm & the bus came at 5pm at Malacca pick point & it was fully loaded & no seats for us. After protesting with the driver, they send another bus after 1hr. I reached Singapore at 2am where I supposed to reach at 6pm. I had to book taxi to reach home & unable to go to work next day. Never book via Easybook & Star Mars travels. Easybook told me operator never update them & their customer service response was after 2-3hrs. Easybook doesn’t even bother to compensate anything. Worst booking platform.
Easybook.com 回复2026-06-04
Dear Nishan, 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. We value the feedback greatly & wish to assure that our team is actively working to address all inquiries & concerns from our support channels of email, social media & WhatsApp Chat. There may be slight delays of response if you have reached us after business hours or during peak season holidays but all will be attended to nevertheless. 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.
I would give this stupid people a zero. They are first class scammers. They scammed me of my money. I HAD TO PAY TWICE TO GET MY TICKET.
Easybook.com 回复2026-06-02
Hi There, based on your review, we're not able to gauge exactly what went wrong. May we ask if you have also checked the Order Summary in the Payment page or Booking History page or in your Mailbox junk/spam folder as well? Our support team is readily available if you require further assistance on this via (easybook.com/contact)👈 Thank you for your constructive feedback!
I purchased tickets 84560990 and 84560991 for the Grassland bus from Lavender MRT to Kuala Lumpur on 31 May 2026 at 7:05 AM. I arrived at the pickup point before departure, but the bus did not arrive and no representative was present. I request a full refund and an explanation. Please investigate this matter urgently.
Easybook.com 回复2026-06-01
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.
I suggest adding the stops that bus will go through. If it is going to stop multiple stops should be informed so that people dont waste time when rushing
Easybook.com 回复2026-06-01
Dear Tasvitha, Thank you for your feedback shared. The directness of a bus route is determined by the specific operator and is subject to change based on their operational requirements. Some operators offer non-stop express services, while others may include scheduled stops for amenities like restroom breaks or fuel refills. Please also note that the trip duration provided is only an average estimate and may be slightly longer depending on traffic conditions and any scheduled stops along the way. If you require further clarification, kindly reach our support team via (easybook.com/contact). Thanks!
Scam. Nonexistent bus and nonexistent operator counter.
I wish I had checked trust pilot first before i booked. The thing is, I booked on 12go Asia and I thought this is trustworthy.
The pickup location from Singapore to Kuala Lumpur is a random place with a taxi stop where a bus wouldn't even clear the curve to stop at. Singapore, Tai Seng (MRT) (18,Tai Seng MRT (CC11) Exit C Tim HoWan drop off point.
The Tim Howan location doesn't know anything. There is no operator counter, as it says in the booking.
The customer service forwards to a different customer service, which is just as useless.
Easybook.com 回复2026-05-29
We sincerely apologize for the unpleasant experience you encountered with your booking. While your ticket was processed via our partner, we understand how frustrating it is to deal with conflicting information regarding pickup points & operator presence. Please reach out to us directly at (easybook.com/contact) with your booking details so we can investigate this discrepancy with the transport operator & our partner to ensure this is addressed & to assist you further.
This is a total scam company that just want to earn your money. When things go wrong with the bus, they easily push the blame to bus operator or tbs. They just say they just a platform to buy ticket. So the bus ticket you bought, it is not a confirmed seat but free seating and you may change multiple buses. The bus will go to other platform and much delay, this is tbs and bus operator fault.
They won't even ensure and work out agreement with the bus operator or tbs to sort out all the issues that is ongoing. All pushing blames to each other but none own it up.
So my advise stop using this platform. Buy direct bus ticket from the coach website and some bus coach is bad as well. At least you still can hold the bus operator accountable.
Easybook.com 回复2026-05-24
Hi Pearly, We sincerely apologize for the inconvenience regarding your travel arrangements. As a booking platform, Easybook facilitates connections between passengers & bus operators, however we acknowledge your concern regarding accountability & consistency of service. We strive to work closely with our partners to ensure service standards are met & we take your feedback on this matter very seriously. We would appreciate the opportunity to review the specifics of your trip & address the issues you encountered with the operator. Please reach out to us at (easybook.com/contact) so our team can investigate this further. Thanks for your support!
EASYBOOK is one of the most disgusting and horrible companies I have ever dealt with. Their “Refund Protection” is completely MISLEADING and feels like a SCAM to collect extra money from customers.
I booked round-trip bus tickets for 4 pax ($500++), informed them MORE THAN 1 MONTH in advance because of urgent house moving and safety concerns due to flooding/landslide news near the area. I submitted all supporting documents and explained everything properly through many emails. But their customer service only kept repeating “REJECTED, T&C NOT COMPLYING” again and again like robots.
Their so-called “Refund Protection” is useless unless you are dead, terminally ill, hospitalized, or disaster victim. Then what is the point of advertising “worry-free trip... if plans change unexpectedly”? Totally misleading and dishonest.
The most disgusting part is they refused refund but immediately cancelled my tickets anyway. So, they can resell the seats to other customers while keeping my money. Their policy only benefits themselves and shows ZERO CARE for genuine customers.
Absolutely horrible policy, terrible customer service, and disgusting business practice. I will never use EASYBOOK again and WILL WARN TO OTHERS TO STAY AWAY FROM THIS COMPANY.
Easybook.com 回复2026-05-24
Dear User, We sincerely apologize for the frustration regarding your refund request. Our Refund Protection plan is designed to provide coverage for specific unforeseen circumstances & we understand your concern regarding the criteria & the cancellation process. Please contact us directly at (easybook.com/contact) so we may check your case with our internal team for a secondary review of your documents. Thank you for your support & understanding!
WARNING TO TRAVELERS: Extremely irresponsible service by Easybook. My booking (EBSG-ON-2604026181) was a nightmare. The bus never arrived, leaving me stranded from 10 PM to 2 AM at Golden Mile Tower. The staff even tried to lie the next morning, claiming the bus came, until I proved them wrong with witnesses. I had to book another ticket (Starmart U8JNRE6W) at my own expense. Easybook is only offering a basic refund and refusing to compensate for the mental harassment and safety risk. I am reporting this to CASE and STB.
Customer: Amit Dagar (+91 8802174795)
"UPDATE (Reply to Easybook’s excuse):
Easybook claims a 'lack of transparency' regarding my interaction with the operator, which is a blatant excuse. Here are my direct questions:
1. Control over Operators: Does Easybook have no control over the buses listed on its platform? Can any operator just skip a trip without informing the platform or the passenger?
2. Contact Details: You had my verified mobile number and email. Why was there zero proactive communication about the 'No-Show' while I was stranded until 1:57 AM?
3. Intentional Misleading: The staff initially tried to blame ME, claiming the bus had arrived and I missed it. It was only after I challenged them to check the CCTV footage and talked to other witnesses that they were forced to admit their fault.
4. Admission of Guilt: If you were 'unaware' of the situation, why did your team send me a formal 'No-Show' confirmation and refund process message on WhatsApp at 10:03 AM SGT right after my confrontation?
A simple refund doesn't cover the safety risk, mental harassment, and the loss of my international business day. I am not letting this go until there is full accountability via STB (Case Ref: STB-E-2024-00540222)."
Easybook.com 回复2026-05-13
Dear Amit, We sincerely apologize for the distressing experience regarding your booking. We have processed the refund on our end & please kindly note that we do not have direct transparency regarding the specific conversations or claims made during your interaction with the transport operator staff the following morning. We have ensured your feedback is escalated to their management for a formal investigation into these events. If you need further assistance, kindly reach us via (easybook.com/contact). Thank you for sharing the feedback!
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