Danh Danh Express

Terrible behavier of the Stuff Theo don’t speak english Dear Customer Service Team, I am writing to express my extreme disappointment with the service I received during my recent journey with your bus company. Unfortunately, the entire experience was unacceptable, from the poor customer service to serious safety concerns and the incident at the Cambodian border. 1. Poor Customer Service When Collecting My Ticket When I arrived to collect my ticket, the staff member failed to give it to me because he was distracted by another man and issued his ticket instead. I had to point out the mistake myself after noticing that my ticket had not been given to me. When a customer is standing there waiting, staff should pay attention and carry out their responsibilities properly. This was an unprofessional and disappointing start to the journey. 2. Poor Communication and Unprofessional Behaviour On the first bus, I needed assistance with the arrival card. However, the staff member was unable to communicate with me in English, making an already stressful situation even more difficult. Instead of helping me professionally, he behaved aggressively. Furthermore, he took my passport without explaining what he was doing or informing me beforehand. This made me feel uncomfortable and was completely inappropriate. If a company operates in the tourism industry and serves international travellers, its staff should have at least basic English communication skills and be able to assist passengers politely and professionally. 3. The Bus Left Without Me at the Cambodian Border The most serious incident occurred at the Cambodian border. After we changed buses, your bus departed without me, even though your staff member had seen me at the Cambodian immigration checkpoint. Your staff knew that I was still completing the immigration process, yet the bus left without waiting for me or checking whether all passengers were back on board. As a result, I had to run after the bus despite having an injured knee, simply to avoid being left behind in an unfamiliar country. This was completely unacceptable and could have had serious consequences. A passenger should never have to run after a bus because the staff have failed to check whether everyone is on board. Your company must take responsibility for its passengers. Before departing, staff must count the passengers and ensure that everyone is safely back on the bus, particularly after border crossings where immigration procedures can take different amounts of time. 4. Defective Seat Belts and Uncomfortable Seats The seat belts on the bus were defective, and I was unable to fasten mine properly. This is a serious safety concern. Every bus company must ensure that its vehicles are properly maintained and that passengers can use their seat belts. The seats were also extremely uncomfortable, making the journey even more unpleasant. 5. Excessive Air Conditioning and No Blankets The air conditioning made the bus extremely cold, yet no blankets were provided to keep passengers warm. For a long-distance journey, particularly on a sleeper bus, providing a reasonably comfortable environment should be a basic service standard. The lack of even thin blankets was very disappointing. 6. Excessive Noise on the Sleeper Bus Despite booking a sleeper bus, the journey was extremely noisy. Passengers were allowed to make excessive noise without being asked to keep it down. I specifically chose a sleeper bus because I wanted to sleep and rest during the journey. I did not book a sleeper bus to spend the night listening to loud noises and being unable to rest properly. The staff should ensure that passengers respect the quiet environment expected on a sleeper bus. The lack of consideration for passengers who wanted to sleep made the journey even more exhausting. Overall Experience and Expected Resolution Overall, this journey was a complete disaster. From the initial problems with my ticket and the staff’s poor communication to the aggressive behaviour, the incident at the Cambodian border, the defective seat belts, the uncomfortable seats, the excessive cold and the unbearable noise, the service fell far below any reasonable standard. I travel as a tourist and expect to be treated with basic respect and to be transported safely to my destination. What happened during this journey was neither acceptable nor professional. I expect a formal explanation for the incident at the Cambodian border, an explanation of why the bus departed without ensuring that all passengers were on board, and a response addressing the safety and service issues described above. I also believe that appropriate compensation or a refund should be considered in view of the extremely poor service provided. Please take this complaint seriously and explain what measures your company will take to prevent similar incidents from happening to other passengers. Tourists should not have to experience this kind of treatment. Your company has a responsibility to look after its passengers, communicate professionally and, above all, ensure that nobody is left behind because staff have failed to count the passengers before departure. 7. Dangerous Driving and Excessive Speed During the final hour of the journey, the driver was driving extremely fast. The bus was shaking and swaying heavily, making the journey feel very unsafe and frightening. I consider this completely unacceptable and dangerous. Passenger safety must always come first, regardless of whether the bus is running late or behind schedule. It is far better to arrive at the destination later than planned than to put passengers' lives at risk by driving recklessly. No company should allow its drivers to drive at excessive speeds simply to make up for lost time. I genuinely felt that the driving was dangerous, and this added even more stress to an already terrible journey. I look forward to receiving your response. Kind regards, Selin Sahin

then let me order and tell me to pay for your visa) cash I try to pay on my credit card and nobody accepted it

If you see any sunglasses case and sunglasses please let me know.

There was poor communication from the company from the beginning. I did not receive any messages or email from them. You would expect a company that does border passings to send you information regarding what to bring, what the process will be like, etc. Luckily I had done my research and got cash out for the visa. However, the person running the bus made me pay him 1,250,000 VND for the visa, however the visa is $30 USD (787,000 VND). Even with the “exchange rate” he was claiming, it should not have been more than 1,000,000 VND. There was also very poor communication of what was happening (like taking my passport and not giving it back - I had no idea that would happen or if it was supposed to happen), where we were when we stopped, how long we would be there, etc. I recognize that English is not their native language, however, I (and the other English speakers) would have appreciated some sort of information via Google Translate, which other companies always provide, especially when doing something like going to a new country. Overall, it was a very hectic experience and very poor communication from beginning to end.