To Easybook Support Team
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.