ЧП Яцив В. В.

Passengers report consistently severe negative experiences across all service aspects. The most critical issue is operational unreliability: routes are routinely cancelled without passenger notification, buses fail to appear at scheduled departure times, and some services never materialize. Severe delays—ranging from 1.5 to 5+ hours beyond schedule—are commonplace and frequently worsen during the journey. Buses frequently skip designated stops listed on tickets, forcing passengers off at alternative locations without explanation or notice, sometimes leaving them kilometers from their intended destination. Customer service is essentially non-existent: dispatchers fail to answer calls, and drivers are repeatedly described as dismissive, hostile, or intoxicated. Vehicles show poor maintenance with passengers reporting dirty conditions. Basic amenities are absent or deliberately withheld: no WiFi despite being promised on some routes, no functional air conditioning, no power outlets, and non-functional toilets. Financial accountability is absent; passengers struggle to obtain refunds for cancelled services, with deposits withheld indefinitely. The carrier fails to coordinate with booking agents, leaving both passengers and intermediaries uninformed about changes.