MS
Matus SThe driver left without us from Tuas Checkpoint in the middle of the night with no public buses in service. We had to get help from ICA to get out.
Berjaya Times Square to Golden Mile Tower, Bus Express, StarMart Express, Sep 1, 2026
CL
Carolina LThis was one of the worst and most frightening travel experiences I have ever had.
I booked this journey through 12Go, with Starmart Express, from Kuala Lumpur to Singapore. Booking reference 25006384.
WE WERE ABANDONED AT IMMIGRATION.
Let me be very clear: we did NOT simply “miss the bus”.
We were two passengers — a mother and her daughter — completing the mandatory immigration process to enter Singapore.
Before getting off the bus, I specifically asked the driver whether we would return to the same bus. He said yes.
We therefore left a bag with snacks and my phone charger inside the bus.
Immigration was quick. We were NOT gone for 20 or 30 minutes. We came out and the bus was simply gone.
At around 11 PM, we were left alone in a foreign country, with a child, our luggage and no transportation.
No staff.
No information.
No phone call.
No assistance.
And here is the part that makes this even more outrageous: the driver apparently had time to get off the bus and smoke, leaving us waiting around 25 minutes, but could not wait a few minutes for two passengers completing immigration.
How can a company operating an international route leave two confirmed passengers behind?
And it got even worse.
Another Starmart bus arrived afterwards. We explained everything and asked for help.
THEY REFUSED TO TAKE US.
We had a valid, fully paid ticket.
My daughter was extremely nervous. We were desperate and crying.
I sent dozens of WhatsApp messages to Starmart asking for help. Nobody answered.
My belongings were still inside the original bus, including my bag and charger, and they have still not been returned to me.
And 12Go has been just as disappointing. I have contacted 12Go about this incident and received no meaningful assistance or proper response to my complaints.
And as if abandoning passengers wasn't bad enough, the bus itself was far from what was advertised:
• The journey took more than 6–7 hours.
• The massage function on the seat did not work.
• The charging system did not work.
• And after spending hours on that bus, we were simply abandoned at immigration at night.
Thankfully, strangers showed us more humanity than the company we had paid to transport us.
Another bus driver saw our situation and stopped to help us. A kind stranger helped us find a train station. We eventually managed to get a Grab to our accommodation.
This is NOT customer service.
A transportation company is paid to take passengers to their final destination — not abandon them at immigration and leave them to figure out how to survive the situation themselves.
This was not a minor inconvenience.
It was frightening, irresponsible and completely unacceptable.
I strongly recommend that 12Go and Starmart investigate this incident and take responsibility.
I would NEVER use this company again, and I strongly advise other travellers — especially anyone travelling with children — to think twice before booking this service.
Berjaya Times Square to Golden Mile Tower, Bus Express 27, StarMart Express, Aug 30, 2026
JG
Juan GThe bus took 3 hours longer than announced and there were no traffic jams or holds.
Berjaya Times Square to Golden Mile Tower, Bus Express 27, StarMart Express, Aug 29, 2026
YS
Ying SDriver did not stop near Tai Seng MRT and as a first-timer using this company, I was lost and had to ask the driver for direction and walked over to the mall connected to the mrt. Also the PA system of the bus is very poor, no one understood what the driver was saying through the microphone.
Berjaya Times Square to Golden Mile Tower, Bus Express, Billion Stars Express, Aug 24, 2026
ED
Etienne DConfortable bus but not on time (+ 2 hours vs planned) on a journey of 5h
Berjaya Times Square to Golden Mile Tower, Bus Express 27, StarMart Express, Aug 23, 2026
DY
David YThe bus itself was clean and well-maintained, although it was already showing some signs of age. The driver’s driving style was safe and competent. However, the announced 10:00 a.m. departure referred to a shuttle to the central departure point. The actual departure from Kuala Lumpur was therefore not until an hour later.
The lady at the check-in counter was extremely disinterested and at times rather rude. She provided hardly any answers to passengers’ questions, which caused considerable uncertainty among the passengers before departure on the shuttle.
Berjaya Times Square to Golden Mile Tower, Bus Express 27, StarMart Express, Aug 21, 2026
SC
Sara CFirst, the operators at the ticket counter were very rude; we had to take two buses to arrive at the destination (it was not said in the ticket). Second: we discovered only when we hopped on the bus after a 20 minutes stop that we could not eat or drink inside the bus, for the entire 6.5h of the trip (it should have been a 5h trip but the operator was late at the pickup and we lost some time both for traffic - not their fault obviously - and to wait the second bus). I took tons of buses in Asia and this is the first time it happens. Moreover, the "co-pilot" watched videos and socials for the entire trip with a very high volume (we could hear it from the upper deck). My seat was also broken since I could not adjust it. I would not recommend this bus operator.
Berjaya Times Square to Golden Mile Tower, Bus Express 27, StarMart Express, Aug 16, 2026
E
Emmanuel Departure was chaotic as the bus did not leave from the mentioned location but from another location which took about an hour all together to reach with a small shuttle.
After the toilet stop, the driver litterally agressively shouted in the speakers that he would kick out of the bus anyone seen drinking or eating, despite no previous instructions given. Strange that we are expected to seat during 7 hours without drinking.
2 stops made later on without any defined purpose whereas already running late (not intended for passengers). At Malaysia border crossing, we waited 15 minutes 2 passengers that were just eating, bringing an additionnal delay...
Company displays 'massage seats', but the massage fonction does not actually work.
Noticeable point : we went through Tuas check-point, which was extremely quick.
Maybe this was just one bad experience out of many trips, but I would not go with this company again.
Berjaya Times Square to Golden Mile Tower, Bus Express 27, StarMart Express, Aug 13, 2026
JR
Julian RLang waiting für everything
Berjaya Times Square to Golden Mile Tower, Bus Express 27, StarMart Express, Aug 12, 2026
NJ
Noelle JThe bus itself was OK, nice big seats with legrest and back could go down. Driver hardly spoke English. Was also not too friendly but OK.
Most annoying was we had to be at Berjaya Times Square before 9AM for our bus at 9.30AM just to find out after 9.30 there was no bus coming and we were all transported to main busstation. (Chaotic) There the bus departed at aprox 10.45AM. We were supposed to arrive at SIN around 2.40PM but we arrived only at aprox 5.30PM at Golden Mile Tower.
Berjaya Times Square to Golden Mile Tower, Bus Express 27, StarMart Express, Aug 12, 2026
