Akas Aurora

Hello, I am writing to you regarding the trip I booked through your platform. Unfortunately, I am experiencing several issues that I would like to report. 1. Incorrect Departure Time The crew called me at 3:07 PM to tell me they were leaving immediately. Fortunately, I was already at the pick-up location well before the time indicated on my 12GO ticket (3:45 PM). The bus company sent me their own e-ticket, which states a departure time of 3:15 PM from Probolinggo. There is therefore a 30-minute discrepancy between the information you provided and the actual departure time. 2. Significantly Different Arrival Time The crew just informed me that we will arrive at our destination around 5:00 AM on Sunday, March 15th, without any delays compared to their schedule. However, my 12GO booking clearly indicates an arrival on Saturday, March 14th at 11:25 PM. The difference is 5 hours and 35 minutes, which is considerable. 3. Financial Consequences Due to this error in the timetable information, I booked a hotel room for nothing, as I ended up spending the night on the bus. My Request Therefore, I request: • A full refund for the journey (405,000 IDR) • A refund for my lost hotel room (170,000 IDR) • Compensation for the inconvenience caused I am a regular and loyal customer, but this experience is very disappointing. I trust in your professionalism to find a satisfactory solution. Awaiting your reply, Sincerely, Killian PETIT