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Singapore-Malaysia VTL Customers scrambling to secure bus tickets hit with glitches, cancellations

Customers of the VTL or vaccinated travel lane had a major hurdle on Wednesday as they rushed into securing bus tickets from Singapore to Malaysia, after some customers complained that their bookings were canceled.

Let’s take a look at what happened in the latest Singapore news.

Bookings were canceled

Prior to the drawback, Singapore bus operator Transtar Travel issued tickets for the quarantine-free travel program on its official website and Shoppee virtual outlet for trips between February 10 and February 28. 

They have been selling VTL tickets since December 23 and they have been operating across Causeway from day to day. However, they suddenly released tickets for a duration of 19 days on Wednesday. 

According to the statement of the A Land Transport Authority, the plan to launch trips from the period of February 10 to February 28 will allow passengers to plan their leave and travel arrangements early.

However, some restless customers were troubled by the cancellations after the tickets were issued. 

Glitches in the system

Transtar Travel posted a statement on its Facebook page on Wednesday that it had been notified via customer support and social media that some of the orders were revoked, even though the customers have checked out and provided their travel details in the 30-minute time allowance.

The issue was detected from the online form that is used to collect the travel details from Shoppee. 

According to the statement by Transtar Travel, the huge volume of submission has caused the website to freeze. This has ended up in passengers unable to send their details, and orders that have no data will be canceled automatically after 30 minutes. 

Customer complaints

They also said that despite the forms eventually restored after the rush of submissions, some customers complained that their orders were still canceled.

The Shopee store of Transtar Travel was reported to have a temporary delay in ticket sales but eventually fixed the same way as in their official website. The bus operator issued an apology statement, they said that there was no overselling with an assurance that the passengers affected by the cancellations would get a cashback.


Even though the post from the official Facebook page of Transtar Travel had been deleted, the same notice was still up on their Shopee store as of 2:40pm on Thursday.

According to the report on Thursday evening, the bus operators’ managing director Elson Yap stated they were not sure about the total number of customers that were affected by the glitch and had their tickets canceled.