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.
I was disappointed from the Customer service from easybook, as i bought 3 bus tickets from easybook for SuperNice bus.
The Bus booked was from KL at 12.30pm, and the bus already reach JB around 4.45pm. But we did not know that Super Nice will detour to woodland area, and they will drop off passengers to Larkin and other areas.
I went to check with Super Nice why they depart from KL at 12.30pm, then now (that time alrdy 6plus) still not back to Boon Lay the alighting point. And the staffs tell me they have this practice since 1-2 years back. And they told me they will tell their passengers that the duration from KL to Singapore is around 7 hours.
How would a bus ride from KL to Singapore be like 7 hours when they already reach Singapore at 4 plus. And Super nice say anything since we booked at Easybook can feedback to Easybook. On easybook plaform when we booked it only state 4 hour 30 mins, never indicate 7 hours.
Best things is when i whatsapp easybook hotline, they keep indicate that :
We want to let you know that, Easybook is merely an online ticketing platform and shall not be held responsible for circumstances beyond Easybook’s control including to: the quality, staff behaviour, punctuality of the transport or waiting at the wrong pick up/boarding point; the transportation company’s final arrangements on the route ie. to drop-off and/or pick up point, cancellation, delays, or changes in seating etc.
So booking thru them is not much of benefiting to us, we can go direct to the bus company instead, as got anything we feedback to the company directly. No need to go thru easybook as they will not bother, as they are merelya booking plafform to earn money, and the rest is like not their issue......
Very disappointed with Easybook and will not book with them anymore cos it seems like they will not be responsible for anything. and even their agrnt also do not bother type. So for myself i will not buy again. it's just my opinion to share my experience.
Easybook.com 回复2024-09-07
Dear Munkor, We sincerely apologize for the incident you experienced with the transport operator with regards to the trip detour that prolonged your trip duration. Customer feedback is highly valued & we want to assure you that our team is diligently addressing all inquiries & concerns through our support channels including email, social media & WhatsApp chat. As an online platform offering tickets for various transport operators, we are dedicated to ensuring a seamless and enjoyable journey for all our users. To investigate the matter with the transport operator further, we kindly request that you contact our support team with complete details of the incident via (bit.ly/EasybookSupport)👈 Thank you
I should have heeded the warnings before booking. Now I’m left hundreds of dollars poorer, and this review serves as my personal cautionary tale from my experience with Easybook in September 2024 from Singapore.
While the bus services themselves seem to be operated by honest people, Easybook is a whole other story. This website reeks of deceit, seemingly run by a shady, outsourced operation that couldn’t care less about customers. Do yourself a favor: book directly with the bus companies. Easybook employs two incredibly underhanded practices that I, unfortunately, had to discover the hard way.
Scammy loophole #1:
I purchased bus tickets with a refund policy—paid extra for it, thinking I was protected in case anything went wrong. One of our passengers fell ill, and we were forced to cancel the entire trip. I submitted every piece of documentation required for a refund three days in advance, including a legitimate medical certificate from the clinic. But no, that wasn’t enough for Easybook. They demanded a letter from a hospital doctor, one that explicitly stated that the passenger was unfit to travel. Yes, a hospital. Apparently, unless you’re suffering from some life-threatening condition, you’re not entitled to a refund. The implication? They expect the rest of the party to continue the trip even if one person can’t.
The kicker? The so-called “fine print” they refer to is not explicitly shown when you’re purchasing the tickets. You are only showed a few general terms. The extra money you fork out for refund protection is completely useless. You’re lulled into a false sense of security, thinking you’re covered for emergencies. Spoiler alert: you’re not.
Scammy loophole #2:
Oh, and let’s not forget their fraudulent voucher scheme. They dangle enticing vouchers for first-time users, but guess what? They are useless, designed to be almost inconvenient to redeem thanks to hidden fine print that is covertly camouflaged when you buy them.
Total lack of communication:
If that wasn’t bad enough, the lack of coordination between Easybook and the actual bus operators is mind-boggling. After my tickets were canceled, I still received calls from the bus operator on the day of departure, wondering where we were! The poor operator was left in the dark because Easybook had failed to inform them about the cancellation.
I am genuinely stunned that this company is still in business despite the avalanche of negative reviews. Consider this my public service announcement: Avoid Easybook at all costs. Go directly to the bus companies. Your sanity and your wallet will thank you.
I am obviously using a throwaway to write this because I do not want them to doxx me. That’s how unsafe they are! They have my address names and everything!
Easybook.com 回复2024-09-06
Dear Khan, Thank you very much for sharing the constructive feedback on our improvements. We’re eagerly striving to provide nothing but excellent experience to all our users & with feedback as such, it helps us rectify our shortcomings where its needed. We sincerely apologize for any inconvenience in relation to the declined refund request for the Refund Protection add-on. Kindly note the T&C has outlined the specific category eligible for refunds with valid documentation proof needed. Also once user submits cancellation under Refund Protection, relevant transport operator will be able to view internally as well, in which we're unsure what transpired with said operator of your sharing which we will require more info to further check. For the voucher terms, it is also mentioned in the T&C for which operators can be used as well. Again we sincerely apologize for any inconvenience you've experienced & please reach us if you need further clarifications on the above sharings via (easybook.com/contact)👈 Thank you!
On June 3rd, I asked Easybook to transfer the refund from our canceled bus tickets from the Easybook wallet to my credit card. They told me they could do it, but it would take 4 to 5 weeks, so I accepted. After the 5 weeks had passed, I emailed them again and was told they would sort it out as soon as possible.
On August 10th, while I was at Singapore Airport, I received a phone call from the bus company for which I had canceled the tickets, informing me that they were waiting for us to depart. The same thing happened again on August 17th. When I got back, I contacted Easybook again, and they said they were experiencing some technical problems, but assured me that I didn't have to worry and that the money would be refunded. However, I am still waiting since 3rd June. Stay away from this company
Easybook.com 回复2024-08-30
Hi Andria, We sincerely apologize for any inconvenience you have faced with regards to the booking failed situation. Few factors may contribute depending on situations but nevertheless we are working towards improvements where necessary. With regards to the refund, we will process within 1-2weeks from our end to the users payment gateway & therefore we also share upfront another 1-2weeks timeline depending on the users payment gateway processing itself. Please reach our support team via (easybook.com/contact)👈 if you need further clarification & thank you for your understanding!
Easybook.com is a worst website ever! The voucher that purchased cannot really used as it apply only to some buses at odd timing yet not for all location and can only be departed at SG. The vouchers has been bought almost 200 bucks for months but I really have no idea how to use it as in order to use the voucher you will have to check the bus operator and timing as i am a frequent traveller but not on weekdays. Do take note for such voucher and they also not willing to help with anything even you experience such difficulties. Such a disappointment but i do wanna recommend bus online ticket somehow better.
Easybook.com 回复2024-08-29
Dear Customer, Thanks for sharing the constructive feedback for our improvement. We’re eagerly striving to provide nothing but excellent experience to all our users & with feedback as such, it helps us rectify our shortcomings where its needed. We'd also wish to clarify that the voucher is applicable for certain operators as mentioned in the TnC. If you need further clarification, please reach our support team via (easybook.com/contact)👈 Thanks!
Dear Hasyyati, 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!
Dear Nurhidayah, We're truly sorry to hear on the incident you have faced with the mentioned 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 (bit.ly/EasybookSupport)👈 Thank you for your understanding.
I bought a bus ticket on EasyBook. Problem with the bus service, it never came. The bus company said us after that the pickup point was at a different location than the one indicated on the application. We had to make our own arrangements (over $300 in expenses). Easybook doesn't take responsibility for anything, and customer service doesn't give me a satisfactory answer.
Easybook.com 回复2024-08-18
Dear Tolub, 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 (bit.ly/EasybookSupport)👈 Thank you for your understanding.
Worse platform ever , with no responsibility at all , if bus are late for more than one hour, they will still tell you that “ the bus company “ rejected your request because it’s in the 1 hour delay window . I was notified that to get a refund you will need to get it on the spot at the station, but will take you 3 hours to wait for the refund , now you know 🤣
Easybook.com 回复2024-08-17
Dear Thean Kai Wen, we sincerely apologize for the bus delay you experienced. This may have been caused by various factors, including traffic conditions etc. Easybook serves as an online ticketing platform for multiple transport operators & in situations like this, we will investigate the issue with the relevant operator. The final decision regarding any refund will be made by the transport operator, based on their findings after verifying the incident. Please don't hesitate to reach out to our support team for further assistance or clarification via (easybook.com/contact). Thank you for your understanding and continued support!
I recently had an unfortunate experience with Easybook's customer service that left me disappointed and frustrated. I had made a booking and later realized that I needed to cancel it. Following what I thought was the correct procedure, I canceled the first booking and then proceeded to make a new one. After consulting with customer service, I was directed to their refund policy but was not clearly informed about the need to rebook immediately to be eligible for a refund under the double booking policy.
When I later applied for a refund, I was told that I wasn't eligible because I didn’t rebook immediately. The fact is, I rebooked less than 12 hours later after carefully reviewing their refund policy, as advised by the agent. However, they are now denying my refund request, seemingly using technicalities in the wording of their policy to justify their decision.
I find it unfair that I am being penalized despite acting in good faith and following the instructions provided by their team. This experience has left me questioning their commitment to customer satisfaction and transparency. I hope that Easybook can improve their communication and support processes to ensure that customers are not caught in a similar situation in the future.
Easybook.com 回复2024-08-15
Dear Puimin Leow, We sincerely apologize for any inconvenience you've encountered regarding the Refund Protection add-on refund request that was declined. We wish to share that the terms & condition for said request has outlined the specifics of which category is applicable for the refund & the valid document for proof needed as well. Nevertheless, do kindly reach our support team to further validate & review accordingly via (bit.ly/EasybookSupport)👈 Thank you for your constructive feedback!
Don't put money in Easybook when they promised 7% interest. This is a scam. They will take your money and then when you want it back they will drag for months and months saying you need to provide this and provide that. I still haven't got my money back and intends to make a police report.
Easybook.com 回复2024-08-14
Dear Tat Keong, Receiving such feedback is disheartening & it's definitely not the perception we aim for you to have of us. As per your sharing, it's unclear to us precisely on the issue you are facing regarding withdrawal. For us to further check the matter, we would appreciate if you could reach our support team via (bit.ly/EasybookSupport)👈 Thanks for your support!
Unfortunately there is no 0 star. Otherwise would have given
booked a bus through Easybook, and it turned out to be one of the most disappointing experiences I’ve had with an app. The bus I booked never arrived at the designated pick-up point, forcing me to buy another ticket on the spot. When I reached out to Easybook for support, their response was utterly unhelpful and lacked any sense of customer service. The lack of accountability and assistance from their team was incredibly frustrating. This experience has left me questioning the reliability and value of using Easybook for future travel bookings.
Easybook.com 回复2024-08-12
Dear User, We value your feedback & sincerely apologize for any inconvenience you've experienced🙏 Based on your review, we're not able to gauge exactly what went wrong with any of your communication between our support staff. For us to further check the issue with relevant transport operator on the issue of bus not arriving at pick-up point, we would appreciate if you could reach us via (bit.ly/EasybookSupport)👈 Thanks & hope to hear from you soon
I bought refund protections and they refused to refund me for it. They put the wrong google address and phone number of the departure location. I ended up calling the bus company that was supposed to pick me up and they had left without me. Do not recommend them at all, you will be scammed
Easybook.com 回复2024-08-08
Hi Vu Nguyen, Apologies in relation to the declined refund request for the Refund Protection add-on. Kindly note the T&C has outlined the specific category eligible for refunds with valid documentation proof needed. Nevertheless, we wish to further investigate the pickup address issue with the transport operator, hence we encourage you to reach our support team for further validation & comprehensive review via (bit.ly/EasybookSupport)👈 Thanks!
They have terrible UI design for their website. It's so messy and unfriendly. So terrible that I accidentally booked 2 return tickets. Couldn't get a refund because I didn't purchase the refund protection but either way it doesn't guarantee that it would be refunded. Please avoid using the website at all cost.
Easybook.com 回复2024-08-06
Thanks for sharing the constructive feedback for our improvement. We’re eagerly striving to provide nothing but excellent experience to all our users & with feedback as such, it helps us rectify our shortcomings where its needed. If there's anything we can do better, please also share to us at (easybook.com/contact)👈 Thanks!
Worst experience I have ever experienced. I cannot believe this company still exists. The employers are terribly rude and slow with a severe lack of communication skills. We booked six tickets and only received five, though we had the bill which showed that we paid for six. Still, they did not let one of us pass and we had to run back to get an extra ticket. Also, they do not even have “@&&ing toilets.
Easybook.com 回复2024-08-01
Dear Jersey, it's upsetting to hear such feedback & it's certainly not the impression we want you to have of us. We’re eagerly striving to provide nothing but excellent experience to all our users & with feedback as such, it helps us rectify our shortcomings where its needed. For us to further check the feedback on the terminal staff behavior/ticket issuance/terminal amenities, we would appreciate if you could reach our support team via (bit.ly/EasybookSupport)👈 Thanks for your support!
This company is a scam , as payment made fully no confirmation made and they said amount to be refunded but i have 2 amount were not refunded. upon 3-4 weeks which we can forgotten about it . I have money in the wallet with this company and can’t even withdraw it.
Easybook.com 回复2024-07-26
Dear Othman, Based on your review, we're not able to gauge exactly for which refund that you're referring to. Our support team would be able to look further into the refund & wallet issue highlighted on this. Kindly reach our support team via (bit.ly/EasybookSupport)👈 so that we can look into the matter you are facing & have it resolved. Thanks & hope to hear from you soon!
We booked Leo City Coach because it seems very reliable as you can see all 5 star rating here . But it was a horror for us. Confirmed email time from Easybook was 8:30 and we were at Hotel boss coach parking area at 8 am. Upon reaching no Leo Bus and no tourist waiting , no sign whatsoever where to wait , everybody in the hotel from the valet to the receptionist we asked already and they have no idea of Leo City Bus or where is the waiting area. In the email sent no contact number to reach, we searched Google and check for Easybook contact number but no one answering. So imagine our worries piling up, I was with my husband and my son who were very excited for this trip. And then came 830 still no bus so we asked again , then finally someone from the Hotel told us if it's easybook then it should be at Lavander Station , so knowing it's our first time booking and it's already 830 maybe we need to go there maybe they change their pick up loc or it can pass by there if it will be coming from Hotel Boss. We really don't know what to do , no one was available to answer our calls and nobody can help us. We were at Lavander Station till 930 , so frustrated . We decided to just took the trains and find our own way. We emailed them and the only respond we got was according to them they came in around 850 because they have to wait for late passengers( I don't know if this is true ) I was like What! How ironic that we were early , you were late and late passengers boarded and we were left out. So what now ?! No compensation or whatsoever? What a waste of time energy and money because they said it cannot be refunded. Honestly even if you refunded it , it will not get close to the stress we had that day. Very unreliable and unprofessional , that is how they attend to complaints like this. I mean worst experience and a horror for any tourist .
Easybook.com 回复2024-07-16
Dear Lai, We sincerely apologize for the incident you experienced with said transport operator. As an online platform offering tickets for various transport operators, we are dedicated to ensuring a seamless & enjoyable journey for all our users. We also wish to share that Easybook support team is reachable via (https://www.easybook.com/contact) and for ust to investigate the matter with the transport operator further, we kindly request that you contact our support team with complete details of the incident via (bit.ly/EasybookSupport)👈 Thank you
Easybook gave a 4 out of 5 stars rating on Starmart Express Bus Services. However, on Google reviews and in the actual ratings by customers, Starmart was given uncountable 1 star ratings. So how does the Easybook platform still show that Starmart has a 4 star rating?
The price paid for a seat in a Starmart bus is more than 2 times the price of other coaches. As a consumer, one would choose Starmart based on the 4 star rating, massage chairs and WIFI but none of that was true. The Starmart bus was also late for 1 hour and stopped 30 minutes to refuel.
Easybook also didn't show that Starmart buses make multiple stops to drop off and pick up passengers, which adds at least 30 minutes to the overall trip time. This was not shown when the ticket was purchased, it was shown as if the Starmart bus is making a direct trip.
Had I booked from another operator, my journey from Melaka to KL would have taken 2 hours max. Instead, under Starmart the trip was supposed to start at 9.30pm, the bus was late and came at 10.30pm, refuelled for 30 minutes, stopped at Seremban to drop off and pick up more passengers and and finally reached TBS at 1.00AM. Kudos to Easybook and Starmart.
Easybook.com 回复2024-07-10
Dear Van, We sincerely apologize for the incident you experienced with the said transport operator. 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 (bit.ly/EasybookSupport)👈 We also wish to clarify that the reviews for all operators are from users themselves, which you may refer to the link provided (http://www.transport-review.com/Operator/Detail/starmart-express). Thank you for the feedback!
I booked for a bus (2 tickets) boarding number: XTMORUK7 to tbs on 5th July at 12.30 am. The bus Billion msg me through wats app at 10 plus pm saying that the timing delayed to 2 am without any reason or apology just a tq. What am i suppose to do when i had an appointment next morning. The bus came about 2.10 am. Then went on another 2 more places to take other passengers. Reach jb then change another bus. Left jb and move on at 3.30 am and reach tbs at 8.30 am. I will not book another Billion bus again. And for easybook, besides customers' booking you should be taking feedback seriously. Your 1 star review is over the top. Do not include a company whose services are lousy and dont care about customer service.
Easybook.com 回复2024-07-09
Dear Ibrahim, 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 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 (bit.ly/EasybookSupport)👈 Thank you for your understanding.
cant deny easybook is friendly user but the worst thing is they dont show feedback from customer. no information about the bus delay or anything. this features should be included for fast deliveries of information
Easybook.com 回复2024-07-06
Dear Maleq, Thanks for sharing the constructive feedback for our improvement. We’re eagerly striving to provide nothing but excellent experience to all our users & with feedback as such, it helps us rectify our shortcomings where its needed however we're slightly unclear on the feedback from customer part. Users can also reach our support team via WhatsApp Chat for us to check with transport operator on bus delay & with GPS live location as well. If there's anything we can do better, please share to us at (bit.ly/EasybookSupport)👈 Thanks!
I recently booked a trip from Batam to Stulang, only to discover that the time slot selection on Easybook was not indicative of actual ticket availability. Despite the platform providing the illusion of choosing a specific time, it operates solely as a ticket sales service. Consequently, upon arriving at the counter to collect our tickets, we were informed that all tickets had been sold out, leaving us stranded on the island.
Easybook.com 回复2024-06-04
Hi Chee Chung, 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 (bit.ly/EasybookSupport)👈 so that we can look into the matter you are facing and get it resolved. Thanks & hope to hear from you soon!
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