ФЛП Яковлева Светлана Ильинична

This carrier exhibits an extremely polarized passenger experience, dominated by severe operational and service failures. The vast majority of travelers report significantly deteriorated vehicles—primarily aging Volkswagen minivans—lacking functional air conditioning, toilets, WiFi, or basic cleanliness standards. A persistent and nearly universal complaint involves unexpected baggage fees charged at boarding, contradicting the company's published policy of free luggage up to 20kg. Staff conduct is a critical failure point: dispatchers and drivers are repeatedly described as rude, dismissive, and occasionally aggressive toward passengers. Mechanical reliability is critically compromised, with frequent mid-journey breakdowns stranding passengers on highways with no compensation, alternative transportation, or clear refund processes. Safety concerns include missing seatbelts and worn tires. Communication failures are routine—cancellations occur with minimal notice, schedule changes go unannounced, and contact information is difficult to obtain. Only a small minority of reviews report attentive drivers and acceptably fast journeys, but these isolated positive experiences are vastly overshadowed by systemic operational dysfunction and poor customer service standards.