A Singapore passenger has publicly criticised coach operator Billion Stars Express after what was allegedly advertised as a “direct non-stop” trip from Singapore to Kuala Lumpur turned into an exhausting journey lasting more than eight hours.
The traveller, who booked the trip through Easybook, claimed the service was misleading and poorly managed from the very beginning, resulting in additional transport costs and significant delays.
According to the passenger, the coach ticket was booked for an 11:00am departure on 13 May 2026, with pickup arranged outside Tim Ho Wan at 18 Tai Seng Street.
The passenger also shared that a WhatsApp message from a Malaysian number confirmed the pickup timing as 11:00am.
To avoid missing the coach, the passenger and companion reportedly rushed from Tan Tock Seng Hospital by taxi, spending S$14.77 on the ride. They added that taking the MRT would have only cost around S$1.07.
However, after waiting until approximately 11:30am, the coach still had not arrived.
When the passenger contacted the company, they were allegedly informed that the actual pickup timing was supposed to be 12:00pm instead.
Passenger Claims Journey Advertisement Was Misleading
The passenger further claimed the actual journey was completely different from what had been advertised on the booking platform.
According to screenshots of the booking details, the service allegedly promised:
• Non-stop coach service
• Attached toilet onboard
• Journey duration of 5 hours 37 minutes
• Direct trip without transfers
However, the traveller said the coach made several lengthy stops throughout the trip.
The passenger alleged the first stop was a roughly 45-minute lunch break shortly after clearing Malaysia immigration at the Second Link.
Another stop lasting about 20 minutes reportedly took place near Senai Toll to pick up additional passengers.
The coach also allegedly stopped again at Pagoh for approximately 25 minutes for a toilet break.
Later in the evening, the coach reportedly made a detour to Seremban to drop off passengers before finally arriving at Terminal Bersepadu Selatan (TBS) at around 8:00pm.
This meant the total travel duration far exceeded the originally advertised timing.
Passenger Forced To Pay Additional RM50 Taxi Fare
The situation allegedly became even more frustrating after arriving at TBS.
According to the passenger, the driver informed travellers heading to Berjaya Times Square that another transfer coach would be required, despite the original booking allegedly being marketed as a direct service.
The passenger claimed the driver could not provide any estimated waiting time for the connecting coach and allegedly responded, “If not happy, complain to company.”
Repeated calls to the company hotline reportedly went unanswered.
Fearing further delays, the passenger eventually decided to take a taxi from TBS to Berjaya Times Square, costing an additional RM50 (approximately S$14.30).
The traveller described the overall experience as “extremely misleading” and called on both Easybook and Billion Stars Express to investigate the matter and provide compensation for the delays, inconvenience, and extra transport costs incurred.
The incident has since sparked discussion online, with some netizens sharing similar frustrations about long-distance coach services between Singapore and Malaysia, particularly regarding delays, multiple undisclosed stops, and unexpected transfer arrangements.