METRO Bus Arrived Late and Forced Me to Find Another Option for My Trip

Very bad experience with METRO. I do not recommend it. The bus scheduled for 06:00 on the Balikesir to Izmir route did not arrive at the platform until 06:58. During that time, I had to send my mother to Izmir on another bus to avoid wasting an ₺8000 plane ticket. When I contacted METRO customer service, they claimed that passengers do not have the right to complain about such delays, but buses are allowed to arrive up to 1 hour late. They also mentioned that they would have refunded my money if the delay had been 2 minutes longer. This is unacceptable, and I strongly advise against using METRO. Do not rely on them.