The good:
1. Seats were comfy and very good.
2.The drive was smooth and timely.
3. The driver was professional
The bad:
1. There were NO UPDATES or CLEAR INFORMATION on where exactly the bus stop / pickup area was - how hard is it for the bus company or the booking company to update your booking confirmation with a google maps pin with exact location, and may be a few photos of the spot so it is helpful for passengers?
Also, how hard is it to send updates on email / whatsapp - there was basically none of that
2. I had to change two buses (why do I need to do that when there are direct options between the start and end stations)
3. The luggage handler / porter was unprofessional and had an attitude about his job. Hire people who can help and do their jobs without giving a bad attitude to customers.
Bus was on time and reached on time.
I use Starmart when in KL- SG and find then generally very reliable. My last trip had a one hour delay due to being shuttled from BTS to the Bus Terminal to get on the bus. But in fairness it was F1 week in KL so overall no complaint.