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.
Thank you for your response. However, I would like to clarify that my complaint has nothing to do with third-party transport operators, bus delays, or vehicle issues. My issue is entirely about Easybook’s own system and customer support, so it is not appropriate to shift the responsibility to external partners in this situation.
I purchased a RM200 Easybook voucher, yet it did not appear on the payment page during booking, making it impossible for me to redeem it. This problem originates entirely from your platform.
The situation was made even worse by the extreme difficulty in reaching your support team. The WhatsApp number provided is only for messaging, and there was no way for me to speak to a real customer service agent. Despite spending hours trying to get help, I never managed to speak to anyone directly. The WhatsApp agent who handled my messages could not resolve the issue and promised it would be looked into, but three days have passed with no follow-up, no update, and no communication from Easybook. My email requesting escalation to management was also ignored.
This shows a lack of accountability and a concerning level of carelessness in customer handling. Once again, this has nothing to do with third-party operators — it is a failure in Easybook’s own system, communication, and customer service process.
Lastly, I would like Easybook to clearly explain what I am supposed to do with the RM200 voucher that your system refuses to recognize. A voucher that cannot be redeemed is effectively useless, and it is only reasonable for Easybook to provide a proper solution or compensation.
I hope Easybook will take full ownership of issues directly caused by your platform and improve your support process so customers do not experience the same frustration in the future.
Easybook.com 回复2025-12-13
Dear User, We are truly sorry for the inconvenience & frustration you have experienced recently. Please accept our apologies for any delay in receiving response from our support team. We want to clarify that we recently encountered an unexpected system glitch which, unfortunately, caused an unprecedented surge in customer support tickets. This incident temporarily overwhelmed our standard capacity, directly leading to the significantly longer waiting times you faced. Our entire support team is currently working diligently & prioritizing all outstanding user enquiries to resolve them as quickly as possible. We sincerely appreciate your patience & understanding as we work through this backlog. Thank you for your continued support & trust in us.
I am writing to caution others about this company, which provided the worst travel service I have ever experienced. Their incompetence directly cost me money during the peak Chinese New Year travel period.
Here’s what happened:
I booked and paid for a bus ticket, specifically purchasing a "QR pass."
After payment, they informed me they could not issue the QR pass.
I was then forced to wait 14 days for a refund, during which time bus ticket prices for CNY were rising daily.
Instead of a simple refund, their account department cancelled my entire trip and refunded the original amount.
As a direct result, I had to rebook the same journey with another company at a significantly higher price due to the last-minute, peak-season booking.
Their customer service was agonizingly slow at every step ("donkey years to reply"). This company failed at their core service, failed in customer support, and their final action (cancelling the trip) compounded the problem. They should compensate me for the price difference I now have to pay. Avoid at all costs, especially during critical travel times.
Easybook.com 回复2025-12-13
Dear User, We are sorry to hear about the experience you had with your recent booking, and we sincerely apologize for the issue as you have shared. To properly address the matter & for us to investigate the root cause of the QR code issue, we kindly ask that you reach out to our dedicated support team via (easybook.com/contact). This is the best way for us to pull up your full transaction record to asssit your further. We thank you for bringing this issue to our attention & look forward to assisting you promptly through our official support channel.
If hundreds of customers are saying that Easybook is the worst booking platform, then the company should take that feedback seriously. We are talking about hundreds of negative reviews, not just a few isolated cases. At the moment, Easybook’s service quality does not even come close to the standards of established platforms like Trip.com or Agoda. It is time for real self-reflection and meaningful improvements if the company intends to remain competitive and stay in business.
Easybook.com 回复2025-12-11
We sincerely appreciate your serious feedback highlighting the negative reviews and the gaps in our service quality that needs improvement. While Easybook strives to provide the best booking platform experience with ongoing competitive promotions, we acknowledge that many negative comments are aimed at the service qualities of the transport operators themselves. We are actively working closely with our partners to address these operational issues, in addition to prioritizing fixes in our own system reliability & customer support responsiveness. We understand that many negative experiences originate from the service quality of our third-party bus operator partners, such as delays & vehicle issues etc & we are actively addressing this through internal Performance Monitoring & Ranking, where consistently underperforming operators are reviewed & may be potentially delisted. Furthermore, we share specific, actionable data with operators to enforce corrective actions on their end & we are working to enhance platform transparency regarding operator details & timely communication of changes, ensuring your feedback serves as our key tool for maintaining quality control across the entire network. Lastly, we would like to clarify that the reviews & ratings for all transport operators can be made at (www.transport-review.com), where the reviews are provided & generated entirely by other users & are not rated or endorsed by Easybook. Thank you once again for taking the time to share this valuable feedback.
Billion star changed to Alibaba bus. Ticket at 2.30pm but bus arrived at 3pm.
The second bus driver ask me when I was eating 'amboi makan nasi dalam bus, jaga jaga jangan bagi tumpah' I was like EXCUSE ME. is that anyone could not eat in the bus or what's the hell is happening. IM NOT A KID LA MAN. But later on he also eating rice inside the bus. Moreover I saw many COCKROACH downstairs back seat of the bus. Let the bus keep clean then can voice out to the passenger.
Worst bus ever not even eligible for one star.
Easybook.com 回复2025-12-05
Thank you for sharing your detailed review & providing important feedback regarding your experience with the bus operator, including the delay & the cleanliness issues. We understand your frustration & wish to clarify that Easybook is an online booking platform for numerous transport operators. We encourage users to share the detailed reviews & ratings for all transport operators on (www.transport-review.com), where all reviews are provided & generated entirely by other users & is not rated or endorsed by the Easybook platform. Regarding the delay you experienced, a few factors often contribute to bus delays, such as unexpected traffic or weather conditions, or long fuel station lineups etc. For real-time updates on bus status, passengers may also check with on-site terminal staff or directly contact the transport operator using the details provided in your booking. If you need further clarification, kindly reach our support team via (easybook.com/contact). Thank you for your support!
Easybook is the worst platform to book a bus ticket to Genting. Once you make the payment, you are not allowed to amend the mistake. Example we make the booking and accidentally book 6am instead of 925am. We try to make amend on the app but it does not allow. I have been communicating to the agent for 3days. I have being push to bus vendors. Call 707 and ridewell , advise to check with Easybook.
Just a Simple request to change my ticket timing. The request was not make 24hrs later is immediate and they can’t even make a simple request.
The agents is not approachable and use standard template to reply you. This is the worst experience I have ever encountered for booking an overseas trip.
If they want to charge admin fee, let me know. I willing to pay but they don’t provide any solution
The most lousy app and support. Will not use the app again.
Easybook.com 回复2025-11-28
Dear Leong Wee Edward Toh, We apologize if the issue you faced relates to a booking change or refund request declined under the transport partner's policy. Please be aware that transport operators usually require at least three (3) working days notice to review & process any amendment or change request without impacting their scheduled trips. For future flexibility, you can opt for our Refund Protection plan for easy cancellation & 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!
Always an unpleaseant experience. Every ride i will need to wait at least 45min for the bus. The bus NEVER on time. Im not sure if they waiting for the bus to be full. Never trust the timing of the buses. Everytime my experience was really bad
Easybook.com 回复2025-11-23
Thank you for taking the time to share your constructive feedback regarding your experience with bus delays. We sincerely apologize for the inconvenience & the unpleasant experiences you have faced. Several factors may contribute to these issues, such as heavy traffic, adverse weather conditions, or longer-than-expected queues at fuel stations etc. We wish to clarify that Easybook operates as an online booking intermediary & does not own or operate the actual buses or transportation services. While we work closely with our partners to ensure timely schedules, the operations, fleet management & scheduling are entirely managed by the respective transport operators. For real-time updates, we encourage passengers to check the bus status directly with the on-site terminal staff or contact the transport operator using the details provided in your Order Summary. We sincerely apologize for any inconvenience caused, & if you require any further assistance, please do not hesitate to reach out to us at (easybook.com/contact). Thank you for your support!
Abit STUPID book with this easy book app . Feel too much to book with app!! Cause online is easy for people no need Q for buying ticket! This is my 1st experience purchases bus ticket from JB to Seremban in online BUT STILL NEED TO Q FOR GET THE BUS NUMBER AND PAID ANOTHER RM2 FOR GET THE BUS NUMBER ?!Cause the ticket not include the BUS NUMBER ? I need paid for extra RM2 to Get the BUS NUMBER ! It feels like I was scammed, but it was a blatant scam.Buy bus ticket at online already RM44.80 plus Get the BUS NUMBER I have to paid another RM2 for scammer ? ! This Stupid app nothing help! Is better that direct Q and buy ticket.
Easybook.com 回复2025-11-16
Dear User, We wish to share that with self-check-in, you can skip the hassle of exchanging for a digital pass and head straight to your boarding gate for selected terminals (easybook.com/digital-pass-terminals). Kindly reach us via (easybook.com/contact) if you need clarifications. Thanks!
Terrible system, double standard.
One of the reasons I still use this terrible service is that it includes the check-in QR code on the terminal I depart from . This round I found the QR code no longer included, and I required to pay extra fees just to check in?
Apart from this, the bus operator had insufficient passengers, hence they cancelled the bus and reschedule to another time, which make very inconvenience to me. I complain this to easybook, and they didn't bother to do any compensation.
Easybook.com 回复2025-11-08
Dear User, We wish to share that with self-check-in, you can skip the hassle of exchanging for a digital pass & head straight to your boarding gate for selected terminals (easybook.com/digital-pass-terminals). In rare unprecedented situations of bus operator requesting for trip reschedule, impacted passengers will be informed accordingly before departure according to updates we received from transport partners & with alternative solutions provided or either refund. Kindly reach us again if you require further clarification via (easybook.com/contact)👈 Thanks for your understanding!
i feel like 1 star is definitely too much. I bought tickets Johor Bahru-Stevens Singapore, while everything went smooth in Malaysia, it took me forever to clear the immigration in Singapore side and the driver LEFT US! so we had to take another public bus. What a service
Easybook.com 回复2025-11-10
Dear User, for Transtar Cross Border (CB) services, kindly be aware that the coach will only wait for approximately 15–20 minutes at the customs checkpoint. Should you experience an unavoidable delay during immigration clearance, you have the option to board the next available Transtar CB bus on the same day using your current ticket, although this is subject to seat availability. We sincerely apologize for any disruption this may cause & we thank you for your understanding as we work to maintain timely service for all passengers.
Difficult to deal with. 1 star is still too high Zero stars would be appropriate. Their customer service is non exist. Wouldn't waste time using easy book. Customer service will only email you back with some lame reply and say they are sorry for having a frustrating experience. Doesn't solve a single thing. AVOID Easybook. Easy book and difficult to deal with.
Easybook.com 回复2025-11-04
Hi Anthony, Based on your review, we're not able to gauge exactly what went wrong. 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!
I am writing to formally lodge a complaint regarding your misleading advertising and unfair business practices related to my voucher purchases. Please review my full purchase history carefully.
On 24 April 2025 at 10:48 AM, I purchased a voucher and redeemed a trip to Singapore with SUPERNICE (Booking No: ILMAEGCL). At that time, SUPERNICE was clearly listed as a participating transport operator, and it was the only operator departing from Penang (Sg Nibong). This was the sole reason I made the purchase.
On 25 April 2025 at around 7:00 AM, I purchased another RM210 voucher. The website still showed SUPERNICE as part of the participating operator list. Since I had just redeemed a trip with SUPERNICE the day before, there was no reason to doubt the validity of this information. My main reason for purchasing the RM210 voucher was to redeem when I came back from Singapore on 26 April 2025 but I was informed that the voucher could only be used for the Penang–Singapore route (not Singapore–Penang) and that it remained valid for two years from the purchase date..
On 7 October 2025, when I finally attempted to use the RM210 voucher, I discovered that SUPERNICE had been removed from the list of participating operators — without any prior notice. I was then informed that no refund would be issued.
This is unacceptable. At the time of purchase, SUPERNICE was clearly promoted as a participating operator. Now that it has been removed, through no fault of mine, the voucher has become effectively unusable for its intended purpose, those other participating operator was not depart from penang sg nibong, pls tell me how to use in future?
This constitutes misleading advertising and unfair terms, which are in direct violation of basic consumer rights. I purchased these vouchers based on the information provided on your platform. You cannot retroactively change the terms and then refuse a refund.
Easybook.com 回复2025-10-09
Dear Gabrielle, we appreciate you taking the time to share your feedback regarding the voucher issue. We certainly want to assist you further, as resolving this matter requires our specialized support team to investigate the details you have provided. For the most efficient resolution, please contact our support team directly via our contact page at easybook.com/contact, ensuring you include all relevant information so they can promptly check the issue and provide an appropriate update. Thank you very much for your continuous support!
Booked ticket but bus didn't come. I waited for 15 minutes, and asked customer service for refund. Two week later they replied the bus was 20 minutes late, and they refuse to refund me
Easybook.com 回复2025-10-09
Thank you for sharing your constructive feedback with us. We are continuously striving to provide an excellent experience for all our users, and input like yours is invaluable in helping us identify and rectify our shortcomings. Regarding bus delays, please understand that several factors can contribute to these issues, such as heavy traffic, adverse weather conditions, or longer-than-expected queues at fuel stations. For real-time updates, we encourage passengers to check the bus status directly with the on-site terminal staff or contact the transport operator using the details provided in your Order Summary. We sincerely apologize for any inconvenience caused, and if you require any further assistance, please do not hesitate to reach out to us at easybook.com/contact. Thank you for your support!
Even Worst to the max… since follow up so many time from 2024 customer service team now still want us reach customer team… WHAT THE CRAB! Are you trying to kidding me?
Easybook.com 回复2025-09-23
Hi Johnny Lu, Based on your review, we're not able to gauge exactly what went wrong. 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!
If can i will not give star... lousy service never have...voucher purchase a lot restrictions. Unable to use when need redeem...wasted my money and feel like scammer this company!
Easybook.com 回复2025-09-22
Dear Johnny, It's upsetting to hear such feedback & it's certainly not the impression we want you to have of us. If you are facing any issues with our product or services, we would appreciate if you could reach our support team via (easybook.com/contact)👈 Thanks for your support!
scam,
No ticket issued after I paid.
The customer service is unresponsive, I have to buy another ticket from another site as I have to make sure I can board the bus on the travel day.
DO NOT BOOK ANY TICKET FROM THIS SITE
Easybook.com 回复2025-09-11
Dear User, 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? 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. Thank you for your patience!
This is absolutely not the right travel partner to trust. Due to a system glitch while booking, the price and date suddenly changed during checkout, and I ended up with the wrong date. As a result, instead of traveling on my intended date, the system forced another one. I didn’t take that bus because it was never the date I wanted.
The worst part? This wasn’t just my loss – 7 of my friends were affected as well. We lost the entire amount. When I reported the issue to customer service, they coldly stated nothing could be done because of their “new policy.” That so-called policy seems designed only to generate instant profit for the company, while customers lose money in minutes.
They told me reschedules must be done 3 days in advance – but how is that even possible when the booking was for the same day I purchased, late at night? I wasn’t trying to change last-minute; the system literally gave me the wrong date at the time of purchase.
Refusing a refund or even a simple reschedule is not customer service – it’s robbery. This company clearly has no interest in fairness or customer satisfaction. I strongly warn others: avoid this travel provider unless you’re ready to risk losing your money to their faulty system and unfair policies.
Update: I still cannot reschedule my slot and received the same response — that I need to reschedule at least 3 days in advance. At this point, I feel like I need a time machine to go back 3 days before my purchase date just to make the change. Very frustrating experience.
Easybook.com 回复2025-09-08
Dear Sharie, We are truly sorry to hear about the frustration & inconvenience this situation has caused you & your friends for this matter. We understand how disappointing it is when travel plans go awry, especially when it involves a group. To help us investigate what happened with your booking, could you please reach our support team via (easybook.com/contact) as we would need to look into the details of your booking, including the dates, times & system logs related to your checkout process for further verification of the issue. For future bookings, we want to make you aware of a few options that can offer more flexibility. You can opt for our Refund Protection plan during checkout, which allows you to get a full refund if you need to cancel for covered reasons. Additionally, our platform offers a self-cancellation feature that allows you to cancel your booking & receive a refund based on the bus operator's specific policy. We appreciate you bringing this to our attention and look forward to hearing from you so we can look into this matter further.
Please do not book any travel using the easybook app. I paid for a one way journey ticket from Kuala Lumpur to Singapore but was not issued a confirmation ticket. Hence I couldn't board the scheduled bus. The ticketing agents were not at all helpful. Please petition to shut this app down permanently.
Easybook.com 回复2025-08-18
Hi Dinesh, 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? We're sorry to hear on the terminal staff assistance that my be unsatisfactory & we' wish to gather more information on that. Our online support team is readily available if you require further assistance on this via (easybook.com/contact)👈 Thank you for your constructive feedback!
This bus service is very bad. Don’t waste your money on Quistnari. I booked through EasyBook. They were 1 hour late to pick us up both on the first day and on the return trip. They never informed us about the delay. When you try to contact the number provided in the booking, the response is very unprofessional.
The seats are extremely uncomfortable, and some of the armrests are broken. You never get the seat you actually booked, because they seem to combine passengers from different trip times and squeeze everyone onto one bus. As a result, when you arrive, someone else may be in your seat, and you’ll have to wait an hour before the trip even starts.
When the AC is turned up, water starts dripping on you. The only thing you can do is stay awake and tolerate the conditions, because they don’t care about complaints.
Our trip, which normally takes 6–7 hours, ended up taking around 10 hours. So, avoid this service.
Easybook.com 回复2025-08-17
Thank you for bringing this to our attention. We sincerely apologize for the incident you experienced with the transport operator. Few factors may contribute to bus delay issues such as traffic/weather conditions or longer fuel station lineups. As an online ticketing platform, Easybook is committed to ensuring a smooth and enjoyable journey for all of our users. We'd also recommend checking other user feedback for all transport operators at (www.transport-review.com) & if you require further assistance, please contact our support team at (easybook.com/contact). Thank you for your support!
To whom it may concern,
I’m writing to report an incident that occurred on 31 July 2025 during a bus journey from Nu Sentral KL to KSL Resort, JB, departing at 10:30PM.
I was the only passenger on board, accompanied by two male drivers. At one point during the journey, one of the drivers stated he was going to the back of the bus to rest. Later, I felt something and jolted awake, swinging my arms overhead hard and hit something. Upon checking, I found the the driver who went to the back to “rest” was crouching in the legroom directly behind me—even with my seat reclined fully!
This behaviour made me feel extremely unsafe. I did not react publicly at the time, as I was alone and had no safe way to exit the situation. I remained alert and seated until the drivers switched positions at a rest stop, after which I was unable to sleep for the rest of the journey.
While no physical harm occurred, the driver’s behaviour was inappropriate, threatening, and unacceptable in a professional setting—especially in a role that involves public trust and responsibility.
I’m making this report because I believe no passenger—especially women travelling alone—should have to experience this kind of fear or uncertainty.
I hope this will be taken seriously and that necessary action will be taken to investigate and ensure future passenger safety.
Please confirm receipt of this message.
Thank you,
Causeway Link Express Ticket No: EB2507021414
Easybook.com 回复2025-08-04
Dear jamieywrites, Thank you for bringing this serious incident to our attention. We're very sorry to hear about the distressing experience you had on your bus journey as per details shared. What you described is completely unacceptable & we understand why you felt unsafe.
We want to assure you that we are taking this matter very seriously. Passengers safety is our top priority & we will be immediately escalating this to the bus operator for a full & thorough investigation. However to help us with this process, we need to collect a few more details from you.
Please reach out to our support team directly via our contact page at easybook.com/contact so we can gather the necessary information & ensure this is handled properly.
Thank you & we will be waiting for you to reach our official support channel as shared.
What the fish that i want to utilise my voucher no buses will apply to this?
1. We’re sorry to inform you that, as per our latest check, no participating transport operators currently offer a route from Johor Jaya to Genting Highlands.
You may consider selecting a nearby alternative departure location to proceed with your travel plans. This will also allow you to utilize your voucher, subject to the applicable terms and conditions.
2. Please be informed that the participating transport operators may not offer services to Genting Highlands at this time.
You may consider using your voucher for other available trips or destinations offered on our platform, subject to the applicable terms and conditions.
Should you need help exploring alternative routes or making a new booking, feel free to reach out—we’ll be happy to assist you.
Easybook.com 回复2025-07-31
Hi Johnny, from your sharing's, it seems you have reached our support team & was assisted on clarifications regarding the voucher terms of use. Thanks for sharing the constructive feedback for our improvement, as we’re eagerly striving to provide nothing but excellent experience to all our users. If you need further assistance or clarifications, please reach our support team via (easybook.com/contact)👈 Thanks for your support!
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