Based on this review, the passenger experience with Busline.info appears significantly problematic across multiple dimensions. The primary complaint centers on deceptive billing practices, where a passenger was charged an unexpected 25 euro surcharge for luggage without adequate disclosure or communication during the booking process. The operator failed to properly explain that one piece of luggage was included in the ticket price, resulting in unauthorized additional charges. More concerning, the company refused to process a refund despite the apparent billing error. Beyond the financial dispute, the extremely low ratings across vehicle condition, staff professionalism, cleanliness, and onboard amenities suggest serious shortcomings in service quality. With zero ratings for air conditioning, WiFi, toilet facilities, and timeliness, the review indicates fundamental operational and customer service failures that extend well beyond the initial pricing dispute.
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