The service itself while on board is generally quite good. The drivers have consistently been polite, professional, and helpful, which I truly appreciate. Unfortunately, my experience with their customer support has been abysmal to say the least. I contacted their team after I missed a bus that departed earlier than the scheduled time. After some back and forth, the person I was talking to acknowledged that the bus had indeed left ahead of schedule, yet refused to issue a refund for the ticket. Instead, I was advised to arrive five minutes earlier for future trips. This is unacceptable. If buses are allowed to depart before the advertised time, then the published schedule is misleading. Advising customers to arrive earlier as a solution, while admitting fault, is not only inadequate—it shows a lack of accountability. It’s even more frustrating considering I’ve previously tolerated delays without complaint. This situation, however, crosses a line. The continued reliance on terms and conditions, rather than offering fair customer service when the company is at fault, is disappointing. I asked why the published departure time wasn’t adjusted to reflect the possibility of early departures, and received no clear response. They suggested that I provide feedback, so here it is. I hope they take it seriously and work toward improving the customer experience beyond the journey itself.