Billion Stars Express review: The poor service that made not able to get my luggage back till today and worst customer service

Incident Report – Lost Luggage

Order Number/Boarding Code: EBMY-ON-2411178397
Purchase Date: 27 November 2024
Travel Date: 28 November 2024
Bus Number Plate: KFH9333 (Alibaba)
Trip Route: Sungai Nibong to KL Sentral

I am writing to formally report the loss of my luggage and the poor handling of the situation by Alibaba Bus Company staff. Upon arriving at KL Sentral on 28 November 2024, I went to collect my luggage from the bus's luggage compartment, only to discover that it was missing. I immediately informed the driver, but his response was dismissive. He told me someone might have taken it and that I should go look for it myself, insisting that it was not his problem. When I asked who I could contact or how to report this, he vaguely told me to “call” someone but failed to provide any name, number, or assistance.

Following his advice, I contacted the company’s controller department and spoke with a man named Lokman. However, my messages and calls to him went unanswered. I then managed to reach a staff member named Cindya (a Chinese lady), whose response was shockingly unprofessional and rude. She blamed me for the incident, claiming that it was my fault the bag was lost and that the company would not review CCTV footage or take any responsibility. When I tried to explain further, she interrupted and told me flatly that it was not her job and refused to speak with me any further.

This experience has left me deeply disappointed, as the bag contained valuable items worth approximately RM4,000. I suspect that the company may have recovered the bag but is refusing to return it due to its contents. The complete lack of accountability, transparency, and basic customer service from the driver and staff is unacceptable. I am requesting that this matter be thoroughly investigated and proper action taken to recover my belongings and hold the responsible parties accountable.