My friend and I booked our tickets, stood at the designated stop, and literally watched the driver make eye contact with us and keep driving off without stopping. We had to take the public bus, which added 25 minutes to our trip to the airport. When I emailed to request a refund, they refused and said “their records showed they stopped” so they couldn’t approve our refund request. My advice? Dont book if you have somewhere important to be at a certain time. And if you must, make sure you’re recording as the bus arrives so you’ll at least have evidence if/when they don’t even bother to pull over.