Julian
Poor complaint handling and contradictory information
We booked two tickets from Shkodër to Podgorica via BusTicket4.me for a departure at 13:15. We were at the station before departure, but the MS Tours bus was no longer at the designated stop. Drivers from another company told us that it had already left, so we had to buy alternative transport. The most frustrating part was the complaint handling afterwards. BusTicket4.me initially told us that, according to the carrier’s GPS data, the bus had departed 1 minute and 12 seconds early and then stopped around 20 metres further away for several minutes. Later, MS Tours gave us a different version and claimed that the bus departed exactly at 13:15 and then waited another five minutes. We repeatedly pointed out this contradiction and asked for the actual GPS record or transcript. It was never provided. Instead of resolving the issue, BusTicket4.me ultimately referred us back to the carrier and declined the refund. For me, the main issue is not the €27. It is the lack of transparency and the fact that contradictory information was accepted without properly clarifying what actually happened. A booking platform should not simply pass the customer back and forth between support and the carrier when there is a genuine dispute about whether the service was provided as booked. Based on this experience, I would be very cautious about booking through BusTicket4.me again.
Response from Busticket4Sep 23, 2026
Dear Julian, We are very sorry for the situation that happened to you and we understand that you are dissatisfied with the service you received. We would like to point out that our portal is engaged in the sale of bus tickets online, that we are not a carrier, nor do we participate in the organization of transportation. The carrier informed us that the bus was on time, stated that the GPS tracking device could be made available for inspection as evidence. In this regard, as sales agents, we cannot act as mediators between your claims and the carrier, who did not authorize us to cancel the tickets and issue a refund. Anyway, thank you for your comment and the experience you shared and we hope you will use our services again. Best regards, Support Team