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.
This service is ridiculous, I bought my tickets on November 2025 and also opted for refund protection. Had to cancel and request for refund which they sent me $220 instead of $242. (Note that I signed up using their BS Apple Sign in with Private Relay. Regardless of Private relay or not it is still linked to my Gmail) Tried to withdraw my money that was credited to my easybook wallet instead of my bank account which I was not able to as I could not receive the OTP for god knows what reason. Sent a ticket and got notified by the customer service that Apple Private Relay is NOT able to get OTP which I believe is BS as many other platforms are able to send OTPs to my Gmail linked to my private relay. Been chasing them for about nearly 3 months now to assist me in withdrawing the amount in my EasyBook wallet. Sent them multiple tickets, texted their customer service hotline which does absolutely nothing. Finally managed to get a reply on Saturday 25 April 2026 in which the agent said “ Noted. Thank you for the clarification. We will raise a ticket on this matter to the relevant department for them to assist on the OTP issue. Once we receive their response. we will update you via email.” Have been waiting for 3 days to which I have yet to receive an email. Texted them again today at 8pm and the AI said that a live agent would be with me shortly. Waited for 30 minutes and checked back with them to which no reply. The agent only replied at 10:46pm and I had replied within one minute only to be faced with NO replies which had made me fed up so I began explaining the situation and the AI started sending me Auto-Generated messages about how refund related matters should be dealt with by lodging a ticket to their customer service which I had been doing for months, then ending off with their “ We’re currently outside our business hours 🕒🌙
No worries — we’ve received your message & will assign your chat to our team. They’ll get back to you as soon as possible once we’re back online ⏰
🕘 Operating hours: 9:00 AM – 10:00 PM daily 🌞🌙”
Horrendous service and don’t even know if I’ll be able to get my money back. NEVER use this app ever.
Easybook.com 回复2026-05-04
Dear Kai Fer, We sincerely apologize for the frustration & the delay you've experienced. We previously requested further details to investigate your case but have not yet received a response.
Generally, first-time wallet withdrawals involve a mandatory verification step as a security measure to ensure funds are safely transferred to the correct bank account. If provided documents are incomplete or unclear, the process can take longer.
Please reach out to our live support agents during operating hours (9am – 10pm) via easybook.com/contact. We will be able to pinpoint the exact reason for the delay & expedite the process for you soonest.
I booked a ferry to Batam; however, the system indicated that the transaction was unsuccessful while still charging my credit card. I subsequently attempted a second booking using internet banking. Although the payment was marked as successful, I did not receive any order confirmation or summary.
Upon reviewing my credit card statement, I discovered that a total of three payments had been deducted from my account. When I contacted customer support, I was informed that the refund process would take up to 14 days.
Today, upon checking my credit card transactions again, I noticed an additional payment to Easybook listed as unposted. I am unable to understand how the system operates, and this situation has caused me significant inconvenience. Furthermore, my funds will be tied up for at least 14 days.
MY ADVISE,
NEVER USE EASYBOOK AGAIN IN THE FUTURE
Easybook.com 回复2026-04-17
Dear Ruey, We sincerely apologize for the frustration & inconvenience caused by these multiple charges. These rare occurrences could be due to technical timeouts or synchronization delays between users payment gateway into our system, which can result in duplicate authorizations or unposted transactions appearing as deductions even when a booking is not immediately confirmed. Please reach out to our support team at easybook.com/contact with your transaction details and Booking ID so we can investigate this thoroughly & work to expedite your refund resolution. Thanks
Booked a return ticket . They cancelled the first bus sector without citing any reason. I had to take a new ticket through another channel. But easybook and city line did not refund the cancellation money. What a scam ! No one should trust these guys . City line is the worst bus service
I saw the reply and it is completely useless . I contacted the customer service and they did not help. They did not have a contact channel that responds in time. They responded after the time of travel . So please don’t fake your apology
Easybook.com 回复2026-04-12
We sincerely apologize for the frustration & inconvenience caused by the cancellation of your trip. We want to assure you that whenever a bus operator cancels a trip due to certain reasons, users are entitled to an alternative reschedule or full refund. Please reach out to our support team at (easybook.com/contact) immediately. We will investigate the cancellation with said operator & assist you accordingly. Thank you!
I had a very bad experience in KPB bus which i took from KL to Penang on 31 march 2026. The bus was a new double decker but the driver was extremely rude and dangerous driving style. The bus plate number was JYN815. First the bus was late for 15-20 minutes I dont mind much, once I enter the bus with some foreign tourists, this tourist and me put our luggage below the bus and once we went up to sit down within 1 minute this foreign lady stand and quickly go to driver and everyone heard she said, excuse me sir, I’m sorry but I left my phone charger in my luggage, can I go and take it quickly please, the driver we heard say go faster now because the bus didn’t move yet. Once she went down to take her luggage and of course the luggage is lock,she open the luggage and take it and within 2 minutes she was down there to take, everyone heard this driver shout to her in malay saying in malay (your mother stupid As***ole!!) so loud he shouted and last words was in English faster, everyone was suprised especially the locals who understand the words. Then when he started driving the bus in KL area he was driving quite fast even in conering road until we all as passengers moved to right side of our seat cause he entered the coner quite fast, then suddenly he press strong brake and everyone surprised again then he change to most right lane without giving a signal light which made the car behind to horn to him, then he change bus to go middle lane let the car passed him then he shouted and horn many at that car like a crazy angry man driving this bus. I really feel not safe to ride a bus with a driver with this attitude and I even want to complain this to JPJ to take action cause of his reckless driving. Even KPB has a new bus but if they hired a bus driver like this character, it is a very dangerous this for their passengers life and this driver treated the passengers like shit, after we arrive penang I saw he asking extra money to 4-5 foreigners below the bus if they dont pay him he dont let them take their items. Is there a law in bus for passengers bags we cannot bring 1-2 bag oer person? but why he only targeting foreigners and not locals? Cause he scared of locals will report him to police or his company? I will never take KPB bus anymore due to this very bad experience.
Easybook.com 回复2026-04-02
Dear Haicoi, We are deeply sorry for the distressing experience you described involving the KPB bus as mentioned. The driver’s behavior is completely unacceptable and go against our service standards. Please contact our support team at easybook.com/contact with your Booking ID so we can escalate this directly to the transport operator’s management for an immediate & thorough investigation. Your safety and feedback are our top priorities.
Warning : do not use Easybooking and bus operator Sin…
Both Easybooking and bus operator Sin Yong KKKL (Sin Yong operates under the guise of KKKL so do not be deceived by them) will leave you in the lurch!!!
I booked through Easybooking 2 months before the bus trip from JB Larkin to KL TBS on the first day of CNY.
The experience was absolutely a disaster with the bus leaving me and wife without waiting!!! They were actually informed that we have already reached Larkin bus terminal yet they f cared us and left without waiting!!! We actually reached the terminal more than one hour earlier than the departure time!!!
Asking for refund from either of the freaking service providers is absolutely impossible!!!
They are totally disgusting 🤢
Easybook.com 回复2026-03-29
Dear Dai Xiuli, We are deeply sorry for the distress this experience has caused you & your wife. If you reached the terminal one hour before your scheduled departure, it would be impossible for the bus to leave without a justified reason. We want to investigate this matter thoroughly. Please contact our support team at easybook.com/contact with your Booking ID so we can coordinate with both the terminal staff and the bus operator team to determine exactly what occurred. Thank you for your support!
I am extremely disappointed with your platform. I sent emails and raised issues, but received no response at all. My case was even closed without any resolution.
This is a very poor and frustrating customer experience. Your support system is ineffective and makes it impossible to resolve problems.
Please take this seriously and improve your service.
Easybook.com 回复2026-03-29
Dear Jenny, We sincerely apologize for the confusion regarding your support tickets. Our team has received both your email & chat messages concerning the bus operator issue. While we have responded via chat, we unintentionally missed sending the corresponding email notification due to the high volume of enquiries during the festive season. Our standard practice is to append a notification to your email when we respond in another channel to ensure you are informed & we regret this oversight. Please refer to our latest chat response for the resolution regarding the bus operator issue. If you need further assistance, kindly reach us at easybook.com/contact.
I had a very BAD!! experience with Easybook.
I paid for a booking that was later not confirmed, and while Easybook acknowledged this and promised a refund, the process has been extremely slow and poorly communicated. I had to send multiple follow-up emails just to get basic updates more on AI replies, and even then, responses were generic and repetitive.
The refund process caused me significant inconvenience, especially since the amount was already paid and should have been returned promptly. For a booking platform, I expected better coordination, clearer timelines, and more proactive communication from their finance team.
If you are considering using Easybook, be aware that refunds for unconfirmed bookings can take a long time and require constant follow-ups. I strongly suggest being cautious, especially if you need reliable and timely service. JUST PLEASE AVOID BOOKING EASYBOOK VERY INCOMPETENT.
Easybook.com 回复2026-02-11
Dear User, Thank you for your feedback & we appreciate your patience while we process your refund. We want to let you know that the estimated refund timeline usually takes 1–2 weeks to be processed to your initial payment gateway, however, we are working to get this to you as quickly as possible. Should you need more details, our team is always available to help at (easybook.com/contact).
Actually I don’t even want to give a star for Easybook. It was NOT EASYbook. First of all, I booked a returned ticket from KL. I went to the counter one hour early and found that there is no record of the booking. I had to wait until half hour before the time. Reached KL, the bus never told the passengers that the changed the dropping off location. I missed my stop. Then tried to cancel my return trip via WhatsApp, I was send to five different customer services on WhatsApp within one hour within office hour. Tried to cancel online, it was told to reach out to customer services. I think this platform want to frustrate you until you don’t do anything. DONOT use this platform.
Easybook.com 回复2026-01-29
We are deeply sorry for the frustration you experiencedon the unannounced route changes, which is unacceptable & falls far below the service standards we strive for our transport partners. We want to investigate why your booking wasn't immediately recognized at the counter as well. Please reach out to us at (easybook.com/contact) with your Booking ID so we can conduct a thorough review. Thanks for sharing the feedback.
Terrible experience. The booking details were changed after payment, including different departure and arrival points, with no effort to resolve the issue or offer alternatives. The experience felt misleading and unreliable. I would not use this service again.
Easybook.com 回复2026-01-19
We are sincerely sorry for the frustration and inconvenience caused on this. Please contact our support team at (easybook.com/contact) with your Booking ID so we can investigate this specific incident & work toward a resolution for you.
I purchased two bus tickets online, but I did not receive the boarding code from Easybook even though the payment was deducted from my bank account. I contacted Easybook customer service via text, but the response was very slow and I did not have much time.
Therefore, I went directly to Sungai Nibong Bus Terminal to seek help from the Easybook agent there. When I asked for assistance, one of the female staff members (free hair) responded rudely by asking why I bought the ticket through Easybook online. If that is the case, why does the Easybook application even exist? That question was very unprofessional and unacceptable.
Her facial expression was irritating, and she was playing with her phone while speaking to me. In my opinion, this is extremely poor service.
I would like the management to advise and closely monitor the two female staff members (free hair) at Sungai Nibong. If they are unable to perform their duties professionally, please allow someone else to do the job.
Very bad service. 👎👎👎
Easybook.com 回复2026-01-19
We are deeply sorry for the frustrating experience you had at the said terminal & for the technical issue regarding your missing boarding code. We have noted your feedback regarding the unprofessional conduct of the terminal staff mentioned & will escalate this to our relevant team for a strict internal investigation review. We want to investigate both the technical error & the service lapse at the counter accordingly, hence please reach out to our support team at (easybook.com/contact) with your Booking ID or transaction details so we can take the necessary disciplinary actions accordingly. Thank you for the feedback & support!
Too badX the worst service. We got a small van instead of a bus. I accident kya booked for a wrong date, no refund or credits. Shameful for eating ppl money , even though we booked again from them for the correct date. The driver dropped us at georgetown, instead of nigoi bus stop as we booked. Wasted over an hour for us in travel. Didnt even bother to ask where we had to go. Just assumed and took us to the last stop. Never book from them. When i asked him to stop bcox my son said he had to pee, he complained that we shud have informed before as if a 3 year old can control their pee pee time. There should be minus for their customer service
Easybook.com 回复2026-01-10
Dear Sugandha. We are deeply sorry for the multiple issues youve encountered as the service provided by the transport operator was clearly unacceptable.
Kindly reach out to our support team at (easybook.com/contact) & provide both your original & new Booking IDs. This will allow us to conduct a comprehensive review of your case & follow up directly with the operator regarding their performance.
Regarding the booking for the wrong date, for future bookings, we highly recommend utilizing our Self-Cancellation feature within the app, which allows you more control over cancellation of your tickets or you may also opt for our Refund Protection plan during checkout (TnC applies). Hope this helps!
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.
Easybook.com 回复2026-01-09
Dear User, We sincerely apologize for the frustration & inconvenience caused by the bus operator trip cancellation & the subsequent refund process.
Please be advised that the Refund Protection add-on is non-refundable as per our standard terms and conditions. However, we take your concerns seriously & would like to conduct a comprehensive review of your specific booking on the circumstances of the operators cancellation. Please reach out to our support team at easybook.com/contact so we can investigate this matter further for you.
Thank you for your patience & for bringing this to our attention.
A scam site. Advise to buy insurance for cancellation and when cancel due to passport it is not in their policy. Just be aware.
PS: Have been communicating with them only yesterday and they are not reaching out as in their reply.
Easybook.com 回复2026-01-07
Dear Syed, We’re sorry for the inconvenience caused by the decline of your Refund Protection claim. To ensure every request is handled fairly, our policy requires specific documentation for eligible categories as mentioned in the Terms & Condition. We would be happy to provide a further validation & a full review of your request. Please reach out to our support team at (easybook.com/contact) so we can look into this again for you. Thanks!
I am writing to lodge a formal complaint regarding a traumatic and unacceptable experience with Qistna Express for my journey on 28 Dec (Booking ID: 55WUXRWK).
The service provided was a total failure of professional standards, beginning with an inexcusable delay that compromised the safety of all passengers. Below are the details of the incidents:
Extreme Pick-up Delay: The journey was derailed from the very start. The bus arrived significantly past the scheduled pick-up time with zero communication. This initial negligence set off a chain reaction, ensuring we reached the border at a dangerously late hour when onward travel options were non-existent.
Vehicle Downgrade (Bait & Switch): I specifically paid for a 27-seater Executive bus. What arrived instead was a cramped Economy bus with free seating. This is a direct breach of the booking contract and the service level I paid for through Easybook.
Reckless Safety Violations: To compensate for the massive delay, the driver acted with total disregard for passenger safety, including stopping in the middle of a live road to let passengers off for a toilet break. This was both unprofessional and life-threatening.
Abandonment at JB Customs (2:00 AM): Due to the initial pick-up delay, we did not reach JB Customs until 1:30 AM. After clearing immigration, the bus and driver simply disappeared. By 2:00 AM, it was clear we had been abandoned. There was no replacement bus, no staff on-site, and no information provided.
Financial Loss & Security Risk: Left stranded at a border crossing in the middle of the night, I was forced to beg other drivers for a seat and pay extra out of pocket to reach my destination. Being abandoned at 2:00 AM is a massive security risk that no passenger should ever face.
Negligent Customer Service: During this entire crisis, the Qistna Express customer service number was completely unresponsive. No calls were answered, and no messages were replied to.
As the booking platform, Easybook is responsible for the operators it promotes. I am requesting a full refund of my original ticket and reimbursement for the additional transport costs I incurred due to being abandoned at the border.
Easybook.com 回复2025-12-30
Dear User, we are deeply sorry for the poor experience you had with the said bus operator. What you've described is unacceptable & falls below the safety & service standards we expect from our partners.
Please kindly reach our support team at (easybook.com/contact) with your Booking ID for us to investigate the incident with the operator regarding the comprehensive feedback shared from your end.
Thank you for bringing this to our attention.
Easy book should be renamed painfulbook! I wish I could give a zero star rating - if it were just me, we can blame it on the user but two of us are still trying after 60min!
Easybook.com 回复2025-12-28
Dear Sharon, to help us identify exactly what is going wrong, could you let us know at which stage the issue occurs (e.g., during the search, selecting seats, or at the payment page)?
In the meantime, we recommend trying these steps:
* Check for App Update: Ensure you are using the latest version of the app.
* Reinstall your Easybook App: Sometimes a fresh installation clears hidden errors.
* Try our Website: If the app persists in failing, please try completing your booking at easybook.com via a mobile or desktop browser.
If none of these work, please contact us at (easybook.com/contact) with a screenshot of the error so we can look into resolving this for you the soonest.
Please do not buy Any voucher from Easybook!!! I have a balance of RM140 vouchers in the account, but the rules and conditions changed suddenly saying that these vouchers are only applicable for few transporters (while the trips I taken, famous destination such as Penang to Johor, only KPB express is one of the transporters available.) however, there is another conditions saying that, for KPB express, these vouchers are only applicable for trips from Penang to KL or from KL to Johor. Ended up my vouchers bought are useless at all!! I tried to contact customer service, but they didn’t give me a specific solutions and end up just leave me like that. The Worst!
Easybook.com 回复2025-12-23
Hi Vinny, We sincerely apologize for the frustration caused by the changes to your voucher's eligibility. Please be advised that the usage of Easybook vouchers is subject to specific Terms and Conditions, which may be updated to stay in alignment with our partner bus operators' policies. We recommend referring to the full [Easybook Voucher T&Cs] for the most up-to-date information on eligible routes and transporters. If you have further questions regarding your specific balance, please reach out to us at (easybook.com/contact) so we can provide more detailed guidance. Thanks for sharing the feedback!
The customer service is appalling! Just some lazy reps trying to get you out of their way!
I made a genuine mistake of clicking on a wrong drop off point for coach drop off and upon receiving the confirmation, realized my mistake and called Easybook immediately. Response I received - "Sorry, you can't change your drop off point even though same bus cos our T&C states no amendment, no refund, no cancellation." I was shocked because the bus I was travelling on has a few drop off locations and I merely asked to be dropped off nearer to my house. Same bus, same pickup and drop off points.
Easybook.com 回复2025-12-22
Dear Humi, we are sorry to hear about your experience. While we aim for flexibility, our system cannot change pickup or drop-off locations once a booking is confirmed as the data is synced directly with the bus operator.
However, you may opt for below alternatives & rebook with the correct drop off location:
1. Check your booking in our Self-Cancellation feature to see if you are able to cancel the booking under the operator refund policy.
2. If you purchased Refund Protection, you are eligible to cancel and request a refund through that plan according to relevant T&C.
Again we apologize for any perceived lack of support & we encourage you to reach out at (easybook.com/contact) if you need assistance navigating these features. Thanks
The customer service is slow, and abruptly end the convo with templated msg without fully answering my question. HORRIBLE.
The withdrawal fee from the wallet is 5.5% for my case, and it will take 1-2 months. RIDICULOUS.
Easybook.com 回复2025-12-20
We are truly sorry for any unpleasant frustration you’ve experienced with our withdrawal process. To ensure we can help as many customers as possible, our Live Chat sessions have a response window. If a conversation remains inactive for a set period, the session automatically closes so the agent can assist other waiting customers. We apologize if this felt abrupt, however you can restart the chat at any time to continue where you left off. Regarding the withdrawal fee & refund timeline, we would like to look into this for you specifically. Please reach out to us again through our support channels so we can address these concerns & provide further clarification. Thank you for your understanding.
WORST WORST WORST BUS COMPANY!!!
DO NOT BOTHER TO BUY THE TIX!!!!
Bought tix to Transtars. Paid S$36 for 3.25pm departure at Grantrall. One hr later rcvd text stating departure timing changed to 12.30pm (to which I’m still at the office). Asked for refund tt Wil take 3-4weeks.
Hence I booked Billionstars (apparently found out later that it is linked to Transtars. Paid S$55 also at 3.25pm.
Waited til 4pm bus no-show. Contact nobody pick up. They can burn their chat-bot too.
Went to the Easybook office and staff is so unhelpful. Just throw the answer they only assisting in booking.
And the bus was cancelled apparently. without informing me.
I bought the tix one day prior to departure.
When I purchased the tix online, was shown on seat map left with only abt 6 seats. Wonder what happened to the rest.
I stood with annoyance whilst insisting Easybook staff to get Billion to contact me. Which took almost 1hr.
The staff on the phone just said sorry. But totally unacceptable.
PLS DO NOT BOTHER WITH THIS COMPANY.
Reviews were bad but I had no choice as it was a last min urgent I hv to travel to KL.
Ended up I bought from OneTours the next available bus at 6.30pm.
What a waste of time.
Just hope the refund will be timely.
I can only submit this review after clicking on the 1 star. To which I refused to even give any.
To those who’s reading this review, do not take your chances with this company.
Easybook.com 回复2025-12-18
We are deeply sorry for the experience you had with the transport operator. This is certainly not the level of service we expect for our customers. We are currently addressing all inquiries through our support channels and take your feedback very seriously. While Easybook is an online platform for various operators, we are committed to ensuring you have a smooth journey. Please help us investigate this by providing the full details of the incident to our support team here (easybook.com/contact). We appreciate your feedback!
Public Response to Easybook’s Reply
Thank you for your response.
While I acknowledge your explanation regarding a system glitch and backlog of enquiries, your reply does not address the substance of my complaint.
My issue is specific and straightforward:
I purchased a RM200 Easybook voucher.
The voucher does not appear on the payment page.
As a result, it is not redeemable.
Your response does not confirm:
1. Whether my RM200 voucher is affected by this system issue.
2. Whether the voucher is currently usable.
3. What concrete remedy will be provided — refund or replacement.
4. A clear timeline for resolution.
An apology for delayed response, without addressing the actual consumer loss, does not constitute a resolution.
I am requesting a clear, case-specific response addressing the above points. Until then, the matter remains unresolved.
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