Review summary
Customers appreciated the booking process for being easy, user-friendly, and straightforward, with many noting the clarity and simplicity of making reservations online. Some also praised the competitive ticket prices and found certain customer service staff to be helpful and professional. However, there were numerous complaints regarding website instability, including slow loading times, crashes, and frozen screens. Customers also reported issues with logging in, password resets, and payment processing, which caused frustration and additional steps. Additionally, many were dissatisfied with sudden price increases, high fares, and the inability to use promotional codes or vouchers, finding this process confusing and restrictive. Difficulties and extra charges related to seat selection, especially when fare conditions were not met or seats became unavailable, were also sources of frustration. Customer service quality was inconsistent, with some customers expressing dissatisfaction with responsiveness and empathy.
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